Dec 2, 2009
Told to wait 12 hours for parcel delivery
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I HAVE found UPS Singapore to be very unhelpful in dealing with its customers. When I called its customer service line to inquire on the delivery status of a shipment on Monday, I was told it would be delivered any time between 10am and 10pm. That's 12 hours of anticipation.
Finding this window period too long, I asked for a more accurate time frame and requested that the parcel be delivered before 6pm. To my surprise, UPS informed me that as my address is a residential one, it is UPS policy not to commit delivery during office hours. However, the customer service agent politely took note of my demand.
When I called at 6pm, I was once again told to expect delivery before 10pm. The second agent did not even bother to look at her system before saying I had made a request earlier on.
When I called the third time, the third customer service agent claimed that I had requested a 7pm delivery. The first agent seems to have recorded the wrong time in the system.
While I assume that UPS must have saved a great deal by using an outsourced call centre, the agents there were unable to help and do something about my shipment. The overall impression given was that of the right hand not knowing what the left hand had done and everyone was therefore trained to give lame excuses and vague responses that were not helpful.
I could not even go out for dinner with family as planned simply because I had to wait for the parcel.
Henry Ong (Mr)
Told to wait 12 hours for parcel delivery
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I HAVE found UPS Singapore to be very unhelpful in dealing with its customers. When I called its customer service line to inquire on the delivery status of a shipment on Monday, I was told it would be delivered any time between 10am and 10pm. That's 12 hours of anticipation.
Finding this window period too long, I asked for a more accurate time frame and requested that the parcel be delivered before 6pm. To my surprise, UPS informed me that as my address is a residential one, it is UPS policy not to commit delivery during office hours. However, the customer service agent politely took note of my demand.
When I called at 6pm, I was once again told to expect delivery before 10pm. The second agent did not even bother to look at her system before saying I had made a request earlier on.
When I called the third time, the third customer service agent claimed that I had requested a 7pm delivery. The first agent seems to have recorded the wrong time in the system.
While I assume that UPS must have saved a great deal by using an outsourced call centre, the agents there were unable to help and do something about my shipment. The overall impression given was that of the right hand not knowing what the left hand had done and everyone was therefore trained to give lame excuses and vague responses that were not helpful.
I could not even go out for dinner with family as planned simply because I had to wait for the parcel.
Henry Ong (Mr)
