Frustration with Automated Answering Service

Otis Orchards, Washington
February 18, 2016 4:01pm CST
Today something happened to me that has never happened to me before. UPS delivered the wrong package. I found a number for costumer service at the local distribution center. I called it. It just rang and rang and rang. Finally I got a busy signal. So then I called a local UPS store and got a 1-800 number. I called and got an automated answering service. The automated service had me say what best fit my problem. None of the things best fit my problem so I said, “delivery.” It asked for the tracking number. When I gave the number, it told me my package was delivered. Then it asked if it was damaged. I said, “No.” Then it asked me something else that was way off the mark that got me so frustrated that I just hung up. (I was so frustrated I forgot what it asked.) Then I remembered someone told me if I called anywhere, got an automated answering service and wanted to talk to someone to not say anything. So I called the number and didn’t say anything. It asked me three times the same questions telling me it did not hear what my answer. Then it asked me to push the number that coincided with the question it was asking. I ignored it. Finally it said if I wanted to talk to an agent to push 0. I pushed 0. It asked if everything was okay with my package. I said, “No.” It told me, “Sorry.” Then It said if I wanted to talk to an agent to stay on the line. Finally I got an agent on the phone. I told him the problem. After waiting for a bit while he checked something he said he would call me back within an hour. I got a call from a local number asking for me. I was told they would contact the driver and see what happened and see if the driver could swing back by and take care of it. My package was apparently delivered to someone else. The driver came and took the package, went to where he delivered my package, switched it and returned with my package. I told the driver my biggest problem with the whole thing was trying to tell someone I got the wrong package. He tended to agree with me. What surprised me most is there being no questions asked about receiving the wrong package. With all the packages UPS delivers, you know this has to happen more than once in a while, so why is UPS so certain it won’t happen that they don’t even give us an opportunity to have that in one of their questions? After all this I remembered someone else told me if I got an automated answering service and wanted to talk to someone, just push 0 and an operator would answer. I’ll have to remember that and try it next time I find myself having the same dilemma.
5 people like this
6 responses
@LoriAMoore (4856)
• United States
18 Feb 16
That sounds very frustrating, plus it worries me about who might be receiving my packages.
3 people like this
• Otis Orchards, Washington
19 Feb 16
If you didn't get a package you can always contact the carrier. Most companies today will email you a tracking number so you can follow your package.
1 person likes this
@Lucky15 (33439)
• Philippines
18 Feb 16
my frustration is more on..waiting for 20 minutes when i call customer service
3 people like this
• Otis Orchards, Washington
19 Feb 16
I hear you. Luckily I only had to wait about 5 minutes once I was able to ask for an agent.
1 person likes this
@much2say (38683)
• United States
19 Feb 16
I HATE those automated systems. Sometimes I don't even want to wait for further instructions and I just push 0 assuming it would take me to a live person (sometimes it does, sometimes it doesn't). I get very antsy listening to all my options (sometimes they don't even have the right options). And after all that you sometimes have to wait for the next available customer service representative who will be "right with you" but it takes eons. Seems like less people are using UPS - maybe they don't want to show any indication of anything negative - they need all the good brownie points they can get! I remember we got a package once, but were too busy to open it at the time. It turns out the guy delivered it to us instead of the next street over (same house number, wrong street - though our street names are the same except we are Avenue, and they are Place. I'm sure these mix ups happen all the time!
2 people like this
• Otis Orchards, Washington
19 Feb 16
I usually have enough patience to listen to the options, but if there isn't one that matches what I need then I become antsy. Actually I don't even like talking on the telephone to companies. I'd rather email them, but sometimes you don't have that option. There are a lot of carriers out there these days. People are not stuck with just UPS or Fedex. I'm sure mixups happen all the time. I could have taken the package to the person it was meant to go to but if they were not home and someone saw me switching packages and called the cops.... That's why I wanted UPS to take care of it. No one is going to question the UPS driver.
2 people like this
@much2say (38683)
• United States
19 Feb 16
@RichardMeister I guess I'd rather call and talk to a real person - that way I know they heard me. I'd prefer email really - but I get antsy with their time frames and not being sure when they'll really get back to me. Oh, I recently I called up the utility companies - and now they have this call back service so you don't have to sit there on hold for so long. The automated message said they would call me back in a couple hours - and they did (a real person did!). I liked that as I happened to be home anyway . . . but I would have hated to be called back if I were on the road at that time. If UPS mixed up the packages, then they should fix it. I know you could have done it yourself, but yah, what if they make you liable if something happens? Not worth it.
2 people like this
• Otis Orchards, Washington
20 Feb 16
@much2say You sound like a really antsy person. Calm down. I wouldn't want you to have a heart attack. Yes, I have called companies that offered to call me back rather than wait. The one thing that kind of impressed me about the call I made to UPS was the short wait once I got through to that answering machine that I wanted to talk to someone. Yes, UPS should take care of it. If I would have simply gotten a package that belonged to someone else I would have probably taken it to them. But when there's a mixup taking the package to the person it belonged to didn't guarantee that person had my package and not someone else's.
2 people like this
@snowy22315 (43847)
• United States
19 Feb 16
I found a package once that UPS delivered...in my mailbox! i didn't even know they were allowed to put things in mailboxes! I was insisting I had never gotten it, and there it was..One time also, Fedex delivered one of packages across the street.
2 people like this
• Otis Orchards, Washington
19 Feb 16
Sometimes UPS (and Fedex) will deliver packages to the Post Office to be delivered to the customer. They have been doing that for quite a few years now. I was not upset they mixed up my packages because everyone makes mistakes. I was really upset about the amount of trouble I had getting ahold of someone to straighten out the problem.
1 person likes this
@Marcyaz (35765)
• United States
18 Feb 16
I do the same thing as I was told to puch 0 and you would be connected to a live person. I had a package delivered to me as when I looked at it they had delivered it to the wrong address. I looked the person name up and found their phone number called them and they came and picked up their package.
1 person likes this
• Otis Orchards, Washington
19 Feb 16
I don't think the people were home at the time. Also I was not such if the person's package I got had gotten my package. For all I knew the driver could have been delivering packages one address off all day long and instead of just mixing the two of us up, my package could have been delivered to a house 5 miles away. If I was not expecting a package, then I would have just taken the package to the person it was addressed to.
2 people like this
• Santo Domingo, Dominican Republic
1 Mar 16
That sounds extremely annoying, I hate automated services, they never seem to help just frustrate you some more
1 person likes this