At midday today, we photographed that scene outside WSB HQ – two UPS trucks pulled over, with one driver transferring packages to the other. At the time, we had questions out to UPS’ communications team regarding loose ends from the Snowstorm ’08-related delivery delays (here’s our most recent item from last Friday); while we were away from the computer for a while this afternoon, Trevor Williams from UPS communications replied to those questions. Read on for what he told us, published in Q/A format – the questions exactly as we sent them, and the answers exactly as he e-mailed back:
WSB (Editor Tracy Record): “Is Seattle considered to be fully caught up? If not, what’s the ETA on that and is there an estimated number of packages still being ‘caught up’?”
UPS (Spokesperson Trevor Williams): “Seattle has no more backlogged packages. Almost all the backlogged packages were delivered last week. The small percentage of packages that didn’t make it to customers last week are out for delivery today.”
WSB: “If this area IS considered to be caught up, what’s the best thing to do if you are still awaiting a package that is well overdue?”
UPS: “As of today there shouldn’t be many customers in this position. Customers who haven’t received their packages should call 1-800-PICK UPS and ask the UPS representative to help them with the lost package process.”
WSB: “Is the Web information accurate again (many people over the weekend were still reporting weird or wrong info) – was there a reason it was NOT accurate for so long?”
UPS: The online tracking information is accurate again. The UPS tracking system assumes that anything that arrives at a center will be delivered. Under normal circumstances this is true. However, in this case some packages weren’t able to get out once they arrived at the centers, so they showed “Out for Delivery” when they weren’t. In the best case, customers that experienced such delays were alerted. But, due to the overall volume of packages being held, some customers did not receive the change notices.
WSB: “Has the company changed its mind regarding offering some form of compensation or consideration for those whose packages were most delayed (more than 2 weeks in some cases) (obviously that would be for the senders more than the recipients)? If not, why not?”
UPS: “These delayed packages unfortunately are not eligible for refunds because the delay was ultimately caused by weather.”
That is the entirety of what we know at this point; bottom line, UPS says that if you still haven’t received something, go through “Lost Package” reporting on the 800-PICK-UPS phone line. (7:29 pm note – another UPS truck just went past our house – so they’re still working tonight.)
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