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Playing and Losing the UPS Waiting Game

There’s nothing better than talking to a robot on the phone at 11:00pm when you’ve been waiting over 15 hours for a delivery of a vital computer part to arrive from UPS into the root of your urban core.

My advice in defeating the UPS robot call center is to just keep saying, — Agent! — over and over and over again at every prompt until the robot voice lady gives up and chillingly feeds you into the queue to speak to a real live person with the personality of a robot.

In my neighborhood in the Jersey City Heights my regular UPS guy is great.

Continue reading → Playing and Losing the UPS Waiting Game

Fragging Iomega Tech Support

I fell prey to a fantastic and colorful email advertisement from Iomega on Tuesday night. I was successfully enticed to purchase their brand-new 400gig Firewire/USB external hard disk drive. I am working on a lot of projects right now that require huge image files and having a place to store them off my main system is a dream, I thought, that would finally come through with this fine Iomega purchase. I paid $380 for the drive plus $30 for FedEx Next-Day shipping. I was about to be wallowing in gigabyte bliss! The order was processed on Wednesday and it arrived yesterday at 10:00am. When I opened the box I was pleased to find a welcoming, hot pink, instruction sheet with a 2004 Copyright inviting me to call, toll-free, if I had any technical problems with the drive. Continue reading → Fragging Iomega Tech Support

Bagging L.L. Bean

I’m really fed up with L. L. Bean. I like their merchandise well enough, but their customer service and ordering system has always stunk and today’s experience on the phone was the last straw.

Continue reading → Bagging L.L. Bean

The Decline and Fall of FedEx

[UPDATED DECEMBER 17, 2003: If you work for FedEx, please do not email me with your comments about how wonderful FedEx is to everyone across the globe. My experience speaks separately from yours. I recently paid for Overnight Priority FedEx shipping from a software company (FedEx is the only overnight delivery service they use) and the box arrived at 5pm, not by 10:30am as promised on the FedEx tracking website. The software company had no idea what happened. FedEx, of course, blamed the shipper. When my box arrived, I called the software company and read the tracking information on the box. They were struck silly because that label was not THEIR label and I concur that the label was generic. At the software company shipping department’s urging, I then peeled off the “fake” Standard Overnight label and found the original shipper’s label with logo underneath — with a different tracking number — that stated the box was, indeed, originally marked “Priority Overnight.” While I have no idea who replaced the original label, the question of why is not in doubt.]

Continue reading → The Decline and Fall of FedEx