I'm sorry you are getting the run around Ms Sming. There are many different sugestions offered to you here. Your first action should be to contact your customer service rep. Your packages, be they ground, air or international are very important to the continued success of our company. It does appear that the cover drivers that run your route, when your regular is not in, vacation, sick days, etc., don't put the attention to detail to your companies scheduled pickup time that he does. Over the past 7 or 8 years, right around the time we had a strike, the company has shown an unwillingness to pay attention to the customers needs. Some feel this was because of the many customers that refused to accept deliveries from the supervisors and managers that tried to do our work during the work stoppage. Again, that was just the thoughts of many of the hourly workers, and not the company line. My entire time with the company we have been told to do our pickups as close to the scheduled pickup time as possible. We have been told that if we couldn't make it at the appointed time that we should contact the center for instructions. In most cases we were told to wait at your location to complete the pickup, or go back later to complete it. There are many days that we may finish our runs early and will show up early for our pickups and it's up to the customer to tell us if we could leave. If we were done and had no other work after your pickup then we would contact the center and let them make the decision to have us wait or if they would send someone else for the pickup. You must understand that we may, on occasion be late for your pickup, traffic tieups, on-call pickups and delays caused by other pickups being heavier than normal. I have on many occassions experienced these type delays and we have been told to communicate this to the center when it happens so they can contact our customers about it. We are good, but sadly we can't be perfect all the time. I have over the years had many occassions where I was early for a scheduled pickup and would listen to the customers needs. I've gone back on many occassions and have had other drivers make later pickups that created time problems for me, that's my job and your drivers job, including the cover drivers. Our DIADs have the scheduled pickup times of our customers and we make every effort to comply. A cover driver that shows you he could care less about your needs should be reported to his management team.
If your customer service rep can not fix this problem your next call should be the 800 complaint line. If that doesn't work then you should conact Atlanta with a National complaint. Don't settle for less than 100% satisfaction. That is what you are paying for.
Good luck
If your customer service rep can not fix this problem your next call should be the 800 complaint line. If that doesn't work then you should conact Atlanta with a National complaint. Don't settle for less than 100% satisfaction. That is what you are paying for.
Good luck
