Say sender or press one, receiver or press two, or third party. I understand you'd like to speak with a representative, but I need to know if you're the sender."
What are the last six digits of the tracking number? Please say or enter the last six"
Say sender or press one. Receiver or press two, or third party or press three."
Some reasons consumers call the UPS customer service number include tracking packages, getting information about the cost of sending items or finding a UPS Center.
I called to see if I could call a UPS driver to pick up something I needed to return. Upon answering my call, an automated voice response system offered the option of hearing the information in Spanish. It also explained that the company may monitor the call for quality and training purposes.
The system mentioned seasonal job opportunities. I had no interest in this information but listened to it and a statement about changes in their operating schedule.
Based on the information provided at that point, I concluded that maybe this was not the number I should call about getting an item picked up at my house for return. However, I stayed with the call because I figured if I could speak with a human, that person could help me.
The automated system requested my tracking number. I told it that I did not have the number. Then it asked if I was a sender, receiver or third party for the package requiring tracking. It requested my tracking number again, and I repeated that I did not have it. However, while on the line, I was trying to find an email that contained the number.
Finally, the system said it would connect me with someone who could help. Before connecting me with a human, the automated voice repeated the information about call monitoring and directed me to the company’s website to learn how they handle privacy issues.
When the customer service representative answered, they asked for my name. I asked them how to get someone to pick up a package from my house. The representative asked for my tracking number. By this time, I had found and could share the number. The individual also asked for my phone number, which I provided. He asked me to repeat some of the information, probably because there was noise in his background.
I mentioned again that I was only interested in returning an item that was part of a larger order and wanted someone from UPS to pick it up at my house. The individual replied, but unfortunately, there was loud background noise, and I could not understand what he was saying. I did hear something about taking it to a UPS center, but that’s not what I asked.
My biggest problem with this call was not hearing what the customer service representative said. Answering my question about a UPS pick-up should have been simple. However, the noisy setting where he was answering calls made it hard for us to listen and speak to each other. I assumed the person might have been working in a customer service center where others were calling.
The noise made it hard to hear and rendered the call useless. It was annoying to call the customer service number and listen to automated information that had nothing to do with what I needed.