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UPS Next Day Service ? Pages: 12

TRB on Mon August 01, 2005 11:32 PM User is offlineView users profile

How many of you know that when using UPS next day service on a Friday means you get the package on Monday. Unless you request a Saturday delivery. I got a customer that is all hot about not getting a Saturday service when we shipped as requested. I even supplied a direct line to UPS to help clear this up but this person fails to even attempt to contact them.

It upsets me we have an upset customer but we shipped the day it was ordered and shipped it next day as asked.

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NickD on Tue August 02, 2005 6:25 AM User is offline

You are not going to like my response, so you may want to delete it, but the sender screwed up if the customer wanted a Saturday delivery and was willing to pay for it.


For a 25 pound package sent about 300 miles according to the UPS site:

UPS Next Day Air Early A.M.®
Guaranteed by: 9:30 A.M.
Saturday July 23, 2005
Billable Weight: 25.0 lbs.

114.13* Saturday

But is Saturday delivery is not specified:

UPS Next Day Air Early A.M.®
Guaranteed by: 8:30 A.M.
Monday July 25, 2005
Billable Weight: 25.0 lbs.

98.25*
1

For a standard UPS ground shipping, the pricetag is under 20 bucks. You pay a fortune for overnight delivery. If your customer was willing to pay for a Saturday delivery and it wasn't shipped properly, you should compensate that customer. UPS does not deliver on Sunday, our USPS does, but I understand you have problems with them. Can also check with FedEx.

riphip on Tue August 02, 2005 8:00 AM User is offline

Sorry Tim. I'm with NickD. If I'd ordered next day on Friday, I would have expected it then since my work would have been counting on the delivery. Maybe in the future your crew could concur with the customer on what 'Overnite/Next Day Delivery' entails.
Sorry to hear there was a problem.
Rick

Edited: Tue August 02, 2005 at 8:02 AM by riphip

TRB on Tue August 02, 2005 9:59 AM User is offlineView users profile

I asked a question so I'm not going to delete your response, may even quote you. I fully agree that "if' the customer asked for Saturday service we should have shipped Saturday service. My question is how many of you understand that Next day on Friday does not mean Saturday service when shipping with UPS. Saturday service is an additional selected option and is not part of normal next day service. UPS does not count weekends and holidays as normal ship days. My question here is not to try and prove the customer wrong but to see how many understand this part of Next Day shipping. With these two response's think I may need to make a note of it on our site.

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Contact: ACKits.com

NickD on Tue August 02, 2005 10:50 AM User is offline

Literally, next day service should be interpreted as "next day service and shouldn't make any difference if that next day is Christmas or a Sunday. LOL, the PBS program this morning was on the amount of BS we are exposed to. I didn't listen to it as it sounded like more BS. UPS marketing is effectively advertising BS when they say next day service and I am willing to bet a lawsuit would change that, except for the fine print that is associated with any agreement nowadays, attorneys love to use fine print.

We have a calendar with constantly changing dates, more appropriate would be to specify the shipping date and the guaranteed arrival date and forget about that next day, 2nd day, etc. BS.

Talk about low life forms, ever encounter a UPS insurance adjuster? You pay them a fortune to insure that they deliver a package like they are suppose to do, but if there is any kind of problem, it's your fault and you are put in a position to prove everything about how that package was packed and the value of what was inside. Not very easy to do when they lost it.

Any business loses money on warranties or exchanges, but UPS and others make lots of money this way. Still feel it is the responsibility of the shipper to clarify this to his customer, just takes a quick verbal statement, next day doesn't mean next day, necessarily.

TRB on Tue August 02, 2005 11:06 AM User is offlineView users profile

Quote
Originally posted by: NickD

Talk about low life forms, ever encounter a UPS insurance adjuster? You pay them a fortune to insure that they deliver a package like they are suppose to do, but if there is any kind of problem, it's your fault and you are put in a position to prove everything about how that package was packed and the value of what was inside. Not very easy to do when they lost it.


Don't even get me going on that topic. I pay extra for "insurance" so if something happens it is covered. But that is not the case as there is always a reason as to why the package was damaged. Quick story, last year a customer watched a UPS driver drop a 5 CFM vacuum pump from the top shelf of the truck, 5 or 6 feet. UPS claimed that the packaged was damaged do to the fact there was only 1 inch of packaging instead or 2. The 5 foot drop was not a factor. If I did not have such a good UPS rep I would have never got refunded on that claim.


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When considering your next auto A/C purchase, please consider the site that supports you: ACkits.com
Contact: ACKits.com

UK Tech on Tue August 02, 2005 12:05 PM User is offline

I'm with you on this Tim. Next day means next working day, and Saturdays aren't official working days.

We always have to specify saturday delivery if required, but it's generally about 3 times the amount, so no-one does that unles really desperate.

Bit like everything these days, unless you spell it out in very short words, there's always someone that doesn't understand.

What if someone orders on a saturday, asking for next day service? Do they think it will be delivered on sunday? Or do you have to explain there's no delivery on sundays.

Edited: Tue August 02, 2005 at 12:07 PM by UK Tech

Bigchris on Tue August 02, 2005 12:14 PM User is offline

I think there may be regional differences in what you can expect from shippers too. Around here I don't ever recall seeing UPS make a delivery on Saturday whereas it is routine with Fedex. If UPS is delivering here on Saturday they must be using courier cars, not the big brown trucks.

I expect fuel prices are going to have an impact on what you can expect as well. As prices go up you can expect either fewer deliveries or rate boosts.

I got some memory DIMMs the other day from UPS and the envelope had very clear tire tread marks across it. The rule here is if it's fragile, choose Fedex 2nd Day Air.

Edited: Tue August 02, 2005 at 12:22 PM by Bigchris

iceman2555 on Tue August 02, 2005 12:53 PM User is offlineView users profile

UPS and their package delivery can be a joke at times.
Several years ago I had made a trip to St Louis for business purposes. Since one of the instructors at a large aftermarket automotive training center had some remote property, it was decided that a couple of Class 3 weapons would accompany me in order to contribute to the increase of lead content in some of the surrounding farm land. Of course being the security conscience person that I am, I took the weapons with me on the flight up. That is another story in itself.
However, since it was decided not to suffer the same security measures on the return flight, I simply decided to ship the weapons home with UPS. After packing them and securing the container in more cardboard and tape than one could imagine, I arrived at a local UPS shipping location.
Of course the clerk wished to know what was in the container....esp after the insurance for several thousand dollars was requested....the look on her face was....shall it be said....priceless. However, the package was accepted.
My decision to overly insure the package was a attempt to insure that the packages would be delivered and of course, stupid me assumed that a signature would be necessary.
Imagine my surprise when I returned home several days later and there laying against the screen door, outside the screen door actually, was my package. No signature...no proof of delivery.....no...natta....nothing....just a plain brown cardboard box containing two fully automatic class 3 weapons lying on the entrance sidewalk.


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The strongest reason for the people to retain the right to keep and bear arms is, as a last resort, to protect themselves against tyranny in government.
Thomas Jefferson



Edited: Tue August 02, 2005 at 12:56 PM by iceman2555

JJM on Tue August 02, 2005 5:11 PM User is offline

I hear ya Tim... anyone who ships (or receives) often with the major carriers knows next day shipping on Friday means Monday delivery, as Saturday delivery is sometimes much more. Unfortunately, most lay people don't realize this (after all next day delivery should be the next day right).

You should try to make this clear during the ordering process, and give the option for Saturday delivery at extra cost. You might even want to add an annoying bold pop-up when Friday "next day" deliveries are requested.

The major shippers should really qualify "next day delivery" as "next BUSINESS day delivery."

As a gesture of goodwill you might want to consider refunding the shipping charges to keep the customer happy.

Joe

TRB on Tue August 02, 2005 5:28 PM User is offlineView users profile

I added this additional comment to all the store front item and check pages today. I would have been more forgiving but this guy came at me with both guns blazing. Canceled his CC payment before even checking what the UPS as I had asked him politely to do. Like I said I'll deal with the CC & customer issue. I brought this up more to gain knowledge on how many really did not understand what Next Day shipping with UPS really meant.


Comment added to store front,

Welcome to the Arizona Mobile Air Inc. (ACKits.com) Online Store.
Next Day, Second Day and 3 Day Select orders placed after 2:30 PM MST time will be shipped the following day. Normal UPS ship days are M-F. Weekend and holidays are not to be considered a normal ship day. Saturday delivery is available at an additional charge!


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When considering your next auto A/C purchase, please consider the site that supports you: ACkits.com
Contact: ACKits.com

TXAB on Tue August 02, 2005 5:34 PM User is offline

That will work.

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"Don't get stuck on stupid!"
---- Lt. Gen. Russel Honore

JJM on Tue August 02, 2005 6:08 PM User is offline

He cancelled the ENTIRE C/C payment??? What a friggen dirtbag!!!

So over one day, which wasn't even your fault, they then want/expect the ENTIRE ORDER for FREE. Like you really need this kind of hassle this time of year...

And then folks wonder why I hate people and love pets more and more every day.

Joe

JJM on Tue August 02, 2005 6:18 PM User is offline

Tim,

How about this, with the emphasis as noted:

Welcome to the Arizona Mobile Air Inc. (ACKits.com) Online Store.
Next Day, Second Day and 3 Day Select orders placed after 2:30 PM MST time will be shipped the following day. Normal UPS ship days are Monday through Friday. Weekend and holidays are not to be considered a normal ship day. Saturday delivery is available at an additional charge! We are not responsible for carrier shipping delays!

I still think a pop-up on check out or other bold flashing message emphasizing this would be a good idea. A lot people just don't read, and need to be hit over the head, so to speak.

It would nice to add:

If you don't agree with these terms and conditions, are a whiner/complainer, or are just a general a_shole, do us a favor and take your damn business elsewhere.

Joe

riphip on Tue August 02, 2005 11:05 PM User is offline

Tim, that would be more appropriate to add to your information about Next Day on Fridays. I for one would not have cancelled payment but I would have learned to communicate better with my parts vendor as to what I expected.

Rick

TRB on Tue August 02, 2005 11:18 PM User is offlineView users profile

I like your edit Joe, I'll make the changes in the morning. Will be making a completely new main site this winter but its still based on our storefront program. Don't think there is an option for a pop up but maybe with a little searching I can find someone to write that in.

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When considering your next auto A/C purchase, please consider the site that supports you: ACkits.com
Contact: ACKits.com

pettaw on Wed August 03, 2005 12:24 AM User is offline

You guys are lucky that Fedex considers Saturday a working day, over here in the UK NOBODY will deliver on a Saturday as part of a Next Day service. DHL, UPS, Fedex, Citylink etc. The only Saturday delivery is Royal Mail, but they don't carry parcels, only small packets and letters, so I'm with Dave on this one, customer should have checked and paid extra had he wanted a Saturday delivery.

I've done it twice in the past, paid extra for a Saturday delivery, and the #### van driver could be bothered to get off his butt to deliver it, and had to wait until Monday anyway, both times, and with two different companies. Nowadays, take courier delivery times with a pinch of salt, can't be bothered complaining on the telephone why they haven't delivered. Life's too short.

NickD on Wed August 03, 2005 6:11 AM User is offline

Quote
Canceled his CC payment before even checking what the UPS as I had asked him politely to do. Like I said I'll deal with the CC & customer issue. I brought this up more to gain knowledge on how many really did not understand what Next Day shipping with UPS really meant.

Has to be more to this story than stated, credit card companies just don't stop payment unless there is a valid reason. Which credit card company is this? Ha, I would like to have a card that would stop payment if I said something like one of my kids didn't really enjoy our seven day stay at Disneyworld so I want an entire refund, such things don't happen.

My last stopped payment was when AKC billed me twice for the same registration and they apologized like crazy, but didn't respond to my e-mails until that payment was stopped, and with good reason. The time before that, I ordered an original Mac OS system but got copies instead, but had to show the shipping receipt that the item was returned. If a credit card company is so liberal with stopping payments, would think no vendor would accept that card. The guy that sold me the phony OS refused to do anything until the payment was stopped and had to threaten to get the FBI involved.

Must have been a firm understanding that a Saturday delivery was part of the sale, if UPS goofed, they are liable, you would get your merchandised back and UPS could not bill you. It's not easy always to bat a thousand when running a business, the unforeseen always happens. Some tend to go way overboard, wife made an appointment to have a bad wisdom tooth jerked, we thought they were going to pull it. Instead they keep her there for two hours, show her a video, completes a full medical history form, and has her sign all kinds of releases, then make another appointment to pull it next week. Ha, no chance of a misunderstanding here provided they pull the correct tooth.

Feel if your customer just ordered next day delivery without specifying Saturday delivery without paying that extra charge, he has no valid reason to block the CC payment, he was equally at fault, but it is good for the vendor to point this out to avoid such problems.


TRB on Wed August 03, 2005 8:40 AM User is offlineView users profile

Nope no more to this then I have stated. Customer stated they were going to cancel payment. That is why I stated I would deal with that issue at a later date. But again I state this is not about the customer! I wanted to know how many don't understand what Next Delivery really means. Remember I don't set the policy at UPS.

-------------------------

When considering your next auto A/C purchase, please consider the site that supports you: ACkits.com
Contact: ACKits.com

NickD on Wed August 03, 2005 12:11 PM User is offline

Apparently, top level executives don't know how to send a package quickly, they have to rely on a pimpled face kid tossing paper airplanes in the back room for this highly complex bit of information. So they don't know about next day delivery either.

Least according to the TV commercials.

TRB on Wed August 03, 2005 12:16 PM User is offlineView users profile

LOL, have to agree with you on that one. But then again maybe the union has something to do with people working Saturday which increases the ship cost.

-------------------------

When considering your next auto A/C purchase, please consider the site that supports you: ACkits.com
Contact: ACKits.com

Karl Hofmann on Wed August 03, 2005 12:46 PM User is offlineView users profile

The phrase "Next day" can be misleading. If you are a business user then the next day after Friday is Monday but many customers who are not in business just dont understand that next day means next working day and do get a little miffed at the misleading term used by carriers. If the geezer didn't specifically ask for a Saturday delivery, then his next working day is Monday

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Never knock on deaths door... Ring the doorbell and run away, death really hates that!

NickD on Wed August 03, 2005 1:14 PM User is offline

Don't know about the UK Karl, but Saturdays and Sundays are quickly disappearing around here, 30 years ago, couldn't even find an open gas station on the weekend. Now, even most banks are opened on a Sunday and many stores never close except for the 24 hours on Christmas day. But that may change as well. Just happy my wife and son were able to get 9-5 jobs with paid holidays and medical insurance. But those are getting very hard to find. Our postal carriers get something like 17 paid holidays, so have to watch the calendar if you have to ship something overnight, there FedEx and UPS come in handy.

Was laughing at Ices comment about finding his package at his front door, my UPS guys (and gals now) are more discrete, they leave a large note on the front door saying that my package is hidden behind the bushes.

Bigchris on Wed August 03, 2005 3:10 PM User is offline

Quote
Originally posted by: NickD

Was laughing at Ices comment about finding his package at his front door, my UPS guys (and gals now) are more discrete, they leave a large note on the front door saying that my package is hidden behind the bushes.
Wow! That's super service Nick, you've trained them well! My UPS folk never walk more than 8 feet from the truck leaving packages in plain sight leaning against the garage door where they fall over and get crushed if you operate the door without knowing they are there. Sometime they walk 3 feet and toss them on the hood of my Chevy wagon which is parked next to the driveway.

On the other hand, Fedex folk always carry the package 35 feet to the front door and ring the bell, even though no signature is required. For me, that's a class act.

TRB on Wed August 03, 2005 10:22 PM User is offlineView users profile

Joe, followed your suggestion and made the additional change in our wording. Do I need to add "copyright JJM"?

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When considering your next auto A/C purchase, please consider the site that supports you: ACkits.com
Contact: ACKits.com

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