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Great Customer Service from UPS

Great Customer Service from UPS
Great Customer Service from UPS
Photo by Professor Metze

United Parcel Service made a miraculous delivery on March 11th, 2014, that underscores the incredible customer service that the company brings to the nation every single day.

After an absent minded professor left his $500 Fujifilm Finepix SL 300 35mm digital camera on the 64 Metro bus 7206 at 12:05 p.m. The camera had sentimental value since it was a 2012 Father’s Day present from a grateful son.

Metro bus driver Mrs. Bragg was nice and helpful after the frantic Metro customer returned to the bus stall to see if the camera had been left on the seat. Checking the bus found that it was gone. “I am guilty. It was my fault. I did it. Nobody is to blame but me. I just got up and left the $500 camera on the seat,” the writer said.

Mrs. Bragg was kind and gave the instructions to get to Metro Lost and Found to see if the valuable 35mm camera was turned in. She was realistic about the camera being turned in to Metro Lost and Found considering the economy and the number of people who were being hit very hard with unemployment.

The Samsung Galaxy Stellar Smartphone takes great close-ups, but it does not have the ability or range to take long shots. The Fujifilm SL 300 has an incredible built in zoom lens that can take pictures of a face in the back of an auditorium the size of a basketball court. Mrs. Bragg said that if the camera was turned in it would take time to process it and the best action would be to go online and to report the camera as lost. Metro would email the customer if the camera was turned in.

After waiting for several weeks the writer decided to take the Metro to Lost and Found to see if the camera had been overlooked. For those readers who have lost something on Metro this is going to be helpful. The Metro Lost and Found is located in the big white high rise building that is across the street from the Target in the Prince George’s Plaza Shopping Center. It is best to take Metro to the Prince George’s Plaza Station and to walk across the pedestrian bridge to get to Metro Lost and Found on the fifth floor of the building.

The Lost and Found Customer Service reps were nice. They work behind a very thick security glass. Customers speak to the Metro employees through an intercom system that allows the employees to hear the customer when a green button is pressed. When the button is released the customer can hear the employee.

The first observation is the large boxes that are filled with the car keys and house keys that customers have lost on the trains. There was a woman at the window who came to Metro Lost and Found to see if someone had turned in her prescription glasses that she lost on the train. As the Metro Customer Service reps checked the massive area where cellphones, smartphones, tablets, computers, watches, mp3 players, wallets, purses, and heaven knows what else train conductors and passengers turned in the women cried out in anguish. When the reporter inquired about the source of her discomfort, the woman said she had left her purse with her money, credit cards, and identification on the train as she coming to Metro Lost and Found to find her glasses.

After two Metro Lost and Found Customer Service reps carefully searched for the 35mm camera they politely expressed their regrets that the camera was never turned in. “It was my fault. I am to blame. I was in a rush. My mind was on my doctor’s appointment. I left the camera on the bus. I should have worn the case around my neck. It was not Metro’s fault,” the writer said.

The problem was the biggest business and finance story of the year would take place on March 11, 2014. The order for the replacement Fujifilm SL 300 was made on March 9th, 2014. The order was made through offered a special shipping service that guaranteed the shipment would arrive by 2:45 p.m. on March 11, 2014. The event took place at 7 p.m.

A note was placed on the front door of the residence to let the UPS driver know that the shipment was expected, the process of receiving shipments was followed. Looking out of the window for the big brown truck is important because UPS runs on a very tight schedule and drivers do not have endless amounts of time to stand there knock, knock, knocking on someone’s door.

A call to the nearest UPS Store was also helpful. Naman said that UPS drivers have control of the shipments once they are on the truck. There is no way for the customer service center to know exactly where a driver is as it relates to a delivery once the driver leaves the dock. Customers must be on alert for the shipment to arrive. The next day for the shipment would have been March 12, 2014. It would have been too late to cover the event on March 11, 2014.

By some miracle, the big brown truck pulled up in front of the writer’s residence at 12:22 p.m. There was enough time to charge the new camera battery and to take the Metro to Benning Road to cover the event. UPS saved the day. Less than 24 hours after the camera left the center in Kentucky the UPS driver had made a successful delivery to the writer. Now that is fast. Great customer service from UPS.

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