Good Day Corporate Officers And Management of UPS…
My name is Akindele Akerejah and I am a frequent recipient of packages shipped to me at my address, 1801 28th Place SE apartment unit number 5, Washington, DC 20020-6434.
I have had the unusual experience in the past week with UPS that I believe may reflect a very vitriolic systemic error that may have roots in the professional incompetence of people working for UPS as employees, particularly at the UPS distribution center at
8440 Ardwick-Ardmore Road, Landover, Maryland 20785. Their phone number is (301) 386-8124 just as a reference. In the following paragraphs I will describe this severely frustrating experience that has produced all sorts of irreparable harm in my business and personal life. I ordered an item from T-Mobile on Friday August 31st, 2019. (The tracking number for this package is 1ZW0Y5800201066553).
I was expecting it to be delivered according to the terms no later than Wednesday September 4th, 2019. This did not happen. In fact there was not even a single attempt by the UPS carrier to deliver said item. I promptly called the UPS customer service telephone number listed as 1 (800)-742-5877 and inquired of the delay around 9:30PM (New York Time) on Wednesday September 4th, 2019.
I spoke on the telephone with an initial UPS customer service agent who told me that the package was on a truck and well on its way to delivery at my address. I took his word for good, as I was certain UPS attempts to hire only the most forthright and honest people to handle the situations that affect the companies “bottom line”. After all, your company is in a business that has high elasticity in economic terms...Similarly capable competitors such as FedEx, DHL, and of course the United States Postal Service are all too happy to exploit customer dissatisfaction and seize market share positions from UPS. To be succinct, making customers frustrated is not a good way to earn a living.
However, back to the series of calls that Wednesday (09/04/2019). Around 10:00PM (New York Time) I grew increasingly tired of waiting for my package that I was told was en route via the UPS truck and driver. I then called customer service (1-800-742-5877) again. This time “Luis” was my customer service provider and he gave me information that directly contradicted the initial status update I was given. “Luis” told me that the package could not be delivered because there was an “apartment number needed”. I asked him to recite the address that the package was sent to by the shipper. He told me that it was “1801 28th Place SE apt unit 5, Washington, DC 20020-6434”. This instantly perplexed me and so naturally I followed the conversation up as well as I could with an inquiry...If the number is right there as you’ve read it then how can that be the basis of nondelivery. Furthermore the initial premise of the package being on the truck itself suggests that the address/labeling protocols met all of the criteria to even be sent out for delivery, otherwise someone wasted the most valuable of all of a company’s resources, time. “Luis” struggled to explain in broken English that the apartment number was there but it wasn’t in the right place. I settled on the fact that “Luis” did not possess the linguistic or logical faculties to negotiate the discussion to a resolution, and nor did “Diana” who had the same problem, although to her credit she stated that she would place notes in the system so that the package would be delivered by Friday to the attempted address and possibly by Thursday when I was told that I should expect a call by 10:00 AM (New York Time). I never received this call, and by 10:40AM (New York Time) I no longer had access to phone service of any kind. UPS was in possession of my working phone as it still is, rendering me completely unable to access adequate communication. I thus had a difficult time of following up on things. I had hoped that the package containing my phone from T-Mobile would have arrived on Friday September 6th, 2019 as told to me by “Diana” since she told me she could clearly see the correct address was there so nothing should hinder delivery. Of course as this letter indicates, no attempt to deliver was made on Friday. By this point UPS had cost Mr. Akindele Akerejah 48 hours worth of time, energy, and resources.
The following day of Saturday September 7th, 2019 I decided to take a more direct approach and go to the nearest UPS store. As a minor note, I want to say that I am fully aware that UPS is a multinational corporation and inclusion of people in its staff at all levels may be a cultural value as well as a logistical business necessity but I will frankly inform you that if you want to maintain your market share or expand it in the United States of America, it would behoove your leadership to make certain that the people hired to answer the calls of American English speaking customers possess a thorough enough mastery of the English language to communicate effectively, as well as possess the cognitive resources to be able to logically identify and solve customer problems. Otherwise you run the course to ruin by utilizing the most inexpensive, readily, available labour in the short term at the expense of long term numbers in the black. It’s only a matter of time before a smaller shipper that has the best customer service composed of smart, empathetic, English speaking people starts plucking the low hanging fruit of your increasingly dissatisfied base of customers due solely to this one factor. I’ve seen this in too many historical anecdotes. It would be quite embarrassing for UPS to lose its place amongst giants to a “Disney’s Talespin ‘Higher For Hire’ operation” that emphasizes the above points. UPS May very well have its hands in so many “cookie jars”that it may well lose ground to the crumb snatchers within a decade. However, there are entire third world nations like the Philippines depending on these practices by your company so that dilemma is yours to consider. I went to try to sort the problem out with some competent Americans at the UPS retail location at 611 Pennsylvania Avenue Southeast Washington, DC 20003
(Their telephone number, the one they allowed me to make my call to UPS customer service on is (202)543-0850
While at the UPS store on Saturday August 7th, 2019, Jay kindly took the time to look up my UPS package tracking number (1ZW0Y5800201066553) and he informed me that the system interface stated that package could not be delivered because “an apartment number was needed”. I then inquired of the process and he took the time to explain it to me. He stated that a label is typed up and printed, placed on the package, picked up by the driver, carried in a truck to the final destination or another distribution point depending on the geographical logistics. He stated that grid specific placement was irrelevant and inapplicable in such a system, unlike the telephone call center employees informed me in their “The apartment number is there but wasn’t put in the right place” argument. At this point I was utterly vexed and proceeded to call (1-800-742-5877) and after a 10-18 minute hold I was greeted by “Mark” who had every difficulty navigating the problem up to the point that he could neither give me a new expected date of arrival for the package, nor provide any conclusive resolution with regards to the reason for my package delay. He was able to inform me that the package was in fact at the central distribution center (8440 Ardwick-Ardmore Road, Landover, Maryland 20785) of which he recited the address for me to write down. I did so and then asked him for the phone number of the same location. He sheepishly told me that the distribution center did not have a telephone number that was available for customers to use and advised me against going there personally as the package could not be picked up by me personally. I then decided that Mark had performed as capably as he could and requested to speak to a supervisor. After a 5-8 minute hold I ended up speaking with “Mario” who basically gave me a remixed circular account just as “Mark” did but in his case he gave me the distribution facilities phone number and then told me that truly nothing could be done until Monday as the location was closed on weekends. It makes me wonder why “Mark” told me he was waiting for a reply to the message he had sent to the distribution facility. “Mark” in fact told me that it would take an hour for them to reply and indicated he could not remain on the telephone call as this was a time consuming affair. I expressed that I was using the Business telephone number of the UPS retail store that I was in and certainly could not reasonably expect a telephone call, since my telephone was at this point a hostage of UPS. “Mark” also said that there was not an email correspondence option. I think someone should have a talk with Mark about how he treats customers.
At any rate, I thanked Jay for his help as well as his colleague for their concern and empathy. I moved on with my Saturday as best as I could and finally arrived at my home and business address of 1801 28th Place SE, apartment unit number 5, Washington, DC 20020-6434 and opened up my mailbox. Amongst the contents of my mail were a postage paid notice from UPS. As the photograph will illustrate, it is a notice addressed to me and delivered successfully to me stating “We are unable to deliver this package(s) because: APARTMENT NUMBER NEEDED, NOT DELIVERED Your Shipment will be held at the above address until Sep 11, 2019
After that date, it will be returned to sender.” Before going into any of the other details I want to just state how patently obvious it is that there is a very deliberate and nonsensically corrupt logic to that statement as evinced in paper sent by UPS. It is so simple a person of any level of intellect or cognitive understanding could put it together that the falseness of the claim in the statement is represented by the statement. In other words the message is the medium.
Today is Sunday September 8th, 2019. At This point over 72 hours of pain, frustration, confusion, anger, and impotence in key areas have resulted from this experience with UPS at several letters. Jay at 611 Pennsylvania Avenue SE even told me very in a very matter of fact way that I am certainly due compensation for this misconduct and willful negligence on the part of UPS through its employees. At this point I am requesting a formal letter of apology to Mr. Akindele Ikhide Akerejah from the Chief Executive Officer of UPS with the signatures of every member of the company’s board of directors to be included as endorsements of this letter. Please address it to 1801 28th Place SE apartment unit number 5, Washington, DC 20020-6434
Akindele Ikhide Akerejah