What is it with parcel couriers?

[hclarkjr]

just for shits and giggles i filed complaint on the postal website. see what happens with that :biggrin:

i actually got reply from them. check it out -

[FONT=&quot]From:[/FONT][FONT=&quot] eCustomerCare National [mailto:ECCADUSER@usps.gov]
Sent: Tuesday, December 24, 2013 2:07 PM
To: harry clark
Subject: Response to your recent inquiry (Case ID 115750255) (KMM19277887V11954L0KM)[/FONT]

Dear Harry,
I regret learning of the inconvenience you have experienced.

The delivery period you are describing is certainly beyond our service standard, and I apologize for the inconvenience you incurred as a result. Due to the vast size of the Postal Service and the many processing steps through which a piece of mail may travel an error at any point can cause delays. They may be due to machine malfunction, human error, or transportation delays. Our policy is to deliver the mail “as it is addressed “ and your mail should be no exception. Mishandling of the mail is certainly unintentional, and we do work very hard to eliminate such mistakes. This time of year is our heaviest mailing season and delays can occue. Our policy allows for the rerouting of parcels from one Processig and Distribution center to another if a facility is at capacity and can not accept any more parcels. Since we accept last mile parcels for FedEx and UPS as well this has increased our mail volume causing additional delays.

It appears your parcel was delayed between the Tennesee and Pennsylvania Processing and Distributions Centers. I am unable to determine what cause this delay. Your Parcel was delivered on 12-23-2013 at 9 am.

Let me assure you the quality of mail service we provide is of paramount concern to the Postal Service. We constantly seek ways to improve service to customers and meet or exceed the standards that have been set. While we are generally very proud of the manner in which the mail is processed, it is disappointing to recognize and accept that sometimes, no matter how hard we try, errors and delays will occasionally occur.

Regardless of the circumstances, I want you to know we share your concern whenever a mishandling like this occurs. The Postal Service is working very hard to eliminate such mishaps as quality service is our goal. We continue to focus on improvements, as well as quality customer relations and service. We appreciate your input and thank you for taking the time to write us with your concerns.


Please accept our sincere apology for any inconvenience this matter may have caused you.
Consumer Affairs Team
Western PA District


**Your case has been investigated and a solution has been provided to you. Should you have any additional concerns, please return to www.usps.com to send them to the appropriate office. Please do not reply to this message.**
********

 

[alkemyst]

I don't get how people don't understand there have been postal delays during the holidays for at least the last 50 years. Now that they service more, why would it be any different?

 

[Zorba]

I don't have an issue with the USPS being slow, but UPS had been awful this year. I ordered all of the components for a computer ups three day, and it took over 2 weeks to get it. No package got here as quick as I thought it would. USPS seemed pretty good this year, however.

 

[Engineer]

http://www.cnbc.com/id/101295945

Looks like UPS had no idea how many packages they were going to get (forecasting sucked) and are still slammed.

 

[Micrornd]

Here in my area of central FL, UPS delivers until they are done, 6-7pm normally and as late as 9-10pm for sig packages, 10-11pm for non-sip, during the holidays.
Here, if it says "out for delivery", you will get it before the driver goes home.
I think it all depends on the area you are located in, and what their policies are.

But last Christmas was the winner.
About 4 days before Christmas comes a knock on the door about 8:30pm.
UPS driver needing a sig.
As I'm signing I look out and see the UPS truck is on the hook of a wrecker.
Drivers says the truck broke down about 5pm and they are so busy the depot didn't have a spare truck to swap to.
"So we do what we got to do"
Said he figured he had another 2 hours or more to go, less maybe if he could get the tow truck driver to just go faster.
Never seen anything like that before and won't soon forget it.

 

[Exterous]

Looks like UPS had no idea how many packages they were going to get (forecasting sucked) and are still slammed.

To be fair the weather certainly hasn't helped them in many parts of the country

 

[Engineer]

To be fair the weather certainly hasn't helped them in many parts of the country

Probably true but according to CNBC this morning, there was a 37% increase in online sales during the last week of shopping. UPS didn't anticipate for that as their CFO said that they were on track for nearly 100% on time delivery (up until last week) and saw no issues going forward as they now use technology better than ever to forecast. Probably regrets that interview now.

 

[slag]

They have one job which is to deliver packages and can't even do that reliably. I'd like to feel sorry for them, but this is the reason they are in business.

 

[Engineer]

They have one job which is to deliver packages and can't even do that reliably. I'd like to feel sorry for them, but this is the reason they are in business.

Again, to be fair, there is a balance for EVERY business between having too many employees, trucks, etc. working vs having too few. Just like at a grocery store.....sometimes there are too many checkers and sometimes there are too few. It's all in forecasting and even the best forecasts break down from time to time. We'll see if they learn going forward.

 

[Mixolydian]

We'll see if they learn going forward.

Take it from an insider - No, they won't.

 

[Exterous]

Probably true but according to CNBC this morning, there was a 37% increase in online sales during the last week of shopping. UPS didn't anticipate for that as their CFO said that they were on track for nearly 100% on time delivery (up until last week) and saw no issues going forward as they now use technology better than ever to forecast. Probably regrets that interview now.

37% compared to what? Last years? Last weeks? I'm not arguing your point I just can't find the answer anywhere and I am honestly curious.

No hard numbers yet but both FedEx and UPS are saying only a small percentage are delayed. It would be very interesting to know actual numbers and the cause of the overloading. I suspect its more weather related but I don't think anyone outside of Fedex or UPS can say for sure.

I will say I am not sure I would depend on UPS and Fedex to 'not ruin Christmas' (as so many put) when I wait till the last minute and order things on Sunday for delivery on Tuesday.

 

[Engineer]

37% increase compared to the same time last year. As for small percentage, I guess it's all relative. There seems to be quite a few backlashes against UPS right now (per CNBC) on how the guaranteed arrivals never arrived. People calling customer service and getting a guarantee that their packages that were in town would be delivered and yet they were not. Of course, that doesn't tell how many were late and also throw in the fact that unhappy people are far more vocal than those that are happy so it is no surprise that there is so much displeasure being shown for UPS (not so much for FedEX) right now.

CNBC just stated that UPS released a statement stating weather and unprecedented demand overwhelmed their capacity, especially air capacity, causing the delays. I still think the 2 day FREE Amazon Prime killed UPS this year (especially air capacity).

By the way, I think this is a great problem to have....so much business that you have to expand (and possibly raise rates) to keep up with demand. As long as they handle it quickly and not lose business over it, it's a great problem to have.

 

[alkemyst]

37% increase compared to the same time last year. As for small percentage, I guess it's all relative. There seems to be quite a few backlashes against UPS right now (per CNBC) on how the guaranteed arrivals never arrived. People calling customer service and getting a guarantee that their packages that were in town would be delivered and yet they were not. Of course, that doesn't tell how many were late and also throw in the fact that unhappy people are far more vocal than those that are happy so it is no surprise that there is so much displeasure being shown for UPS (not so much for FedEX) right now.

CNBC just stated that UPS released a statement stating weather and unprecedented demand overwhelmed their capacity, especially air capacity, causing the delays. I still think the 2 day FREE Amazon Prime killed UPS this year (especially air capacity).

By the way, I think this is a great problem to have....so much business that you have to expand (and possibly raise rates) to keep up with demand. As long as they handle it quickly and not lose business over it, it's a great problem to have.

I am having trouble finding that 37% figure, but I don't doubt it as Cyber Monday's numbers were 20% higher than last year. Many merchants were speculating ~15% better this year than last. It's good people are shopping again.

 

[BarkingGhostar]

I pay for 2 day shipping

I paid for 2-day shipping on Monday (23rd) morning and got the package the next freaking day (24th).

 

[MrSquished]

I'm almost willing to bet it's a contract courier/delivery person working for FedEx. If that's the case, FedEx pays the driver/delivery person per package delivered and the driver has the ability to just stop delivering when he/she has "done enough" for the day, leaving the balance of undelivered packages on his/her vehicle to be delivered the following delivery day.

That's what we got told by FedEx about an overnight delivery of a laptop when said laptop was not delivered for 3 days, with those 3 days spent in the driver's truck. We did live quite rurally and it was a bit out of the way to get to us, but that really was irrelevant to the situation. The fact remains, FedEx uses contract drivers in some locations in the U.S., esp. rural localities, and your package's delivery time is completely up to the driver and his/her "need" to get it to you.

The company drivers are treated in a wholly different manner and held to completely different standards.

he said it was UPS not FedEx

however you are correct. FedEx does contract out a bunch of it's delivery work.

UPS, however, from what I heard is purely corporate, no contracting out of the delivery vans/trucks.

 

[Phoenix86]

I don't get how people don't understand there have been postal delays during the holidays for at least the last 50 years. Now that they service more, why would it be any different?

Maybe because they have had 50 years to fix the problem. :hmm:

 

[MrSquished]

Maybe because they have had 50 years to fix the problem. :hmm:

it's probably not cost effective to hire and train that much extra staff for 2 weeks of the year.

i suppose they could contract out super simple jobs like just loading up the trucks perhaps or another part of the process that is ultra simple. but as far as hiring and training people it probably does not make financial sense. let's face it, at the end of the day people are going to continue to shop online regardless of instances like this.

 

[Phoenix86]

I still think the 2 day FREE Amazon Prime killed UPS this year (especially air capacity).

It's not free, and I think you are right, but for the wrong reason.

Online purchasing has shot up, obviously, and amazon is getting the tiger's share for sure. I did almost all of my shopping online this year, compared to about 50% last year. Why the hell would I pay more (total cost), and drive somewhere just to get it 1 day sooner? Most of my purchases (especially holiday) just don't have to arrive ASAP. I can wait, so why not?

I'm pretty sure the folks at Amazon were looking at Fedex/UPS saying "it's coming, are you ready?" many months ago.

 

[Phoenix86]

it's probably not cost effective to hire and train that much extra staff for 2 weeks of the year.

i suppose they could contract out super simple jobs like just loading up the trucks perhaps or another part of the process that is ultra simple. but as far as hiring and training people it probably does not make financial sense. let's face it, at the end of the day people are going to continue to shop online regardless of instances like this.

Offset that price with the lost revenue from packaged with guaranteed delivery dates. They were renting U-Huals and delivering the last mile on golf carts here.

That wasn't cheap.

 

[Engineer]

It's not free, and I think you are right, but for the wrong reason.

Amazon was offering a FREE 30 day trial starting on Thanksgiving so yes, it was FREE. I cancelled mine and it was still good for the entire 30 days. No charges whatsoever.

 

[Micrornd]

It matters where you are located, and the FedEx, UPS policies of your area.

I just received the printheads I ordered from Beijing, China today (12-27)@ 10am by regular international FedEx.

The box was mis-addressed to my PO Box, but since I am registered with FedEx, they corrected the address and delivered to my front door.

The printheads were ordered 12-22 @1:30pm.
5 days from China (including the Customs stops) via FedEx during the Christmas rush.

It just doesn't get much better than that !!

 

[Engineer]

FedEx had far fewer delays (per CNBC) than UPS but are also 1/3rd the size.

 

[MrSquished]

I used Amazon Prime for 2 years and UPS was fantastic. even if your package was two day delivery if the package makes it to ups near you it would still delivered just like overnight service. FedEx fedex does not do that if your package is supposed to get 5 day delivery but then still gets there in 2 days they will hold it until the 5th day

 

[Mixolydian]

it's probably not cost effective to hire and train that much extra staff for 2 weeks of the year.

i suppose they could contract out super simple jobs like just loading up the trucks perhaps or another part of the process that is ultra simple. but as far as hiring and training people it probably does not make financial sense. let's face it, at the end of the day people are going to continue to shop online regardless of instances like this.

Every part of the process requires training. There are no "super simple" jobs that could be contracted out.

 

[Micrornd]

I used Amazon Prime for 2 years and UPS was fantastic. even if your package was two day delivery if the package makes it to ups near you it would still delivered just like overnight service. FedEx fedex does not do that if your package is supposed to get 5 day delivery but then still gets there in 2 days they will hold it until the 5th day

I'd say that is unique to your area, that BS doesn't happen here.
Both UPS and FedEx deliver the packages when they arrive, no holds.
And standard FedEx delivers on Saturday here.
FedEx deliveries here are normally a day ahead of their predicted date given when shipped, UPS is on time and USPS is on time or no more than 1 day later than the predicted delivery date.
These are not exceptions, but the norm here !

Again, the policies of the delivery companies obviously vary depending on the area of the country you are in and that area's management policies of the company.