I spent the better part of 15 years working for UPS. Driver, inside the building, nights, Saturdays, pickups, deliveries--everything but management, UPS is a union company.
UPS was a management owned company until 1997 when it went public. That was when service really began to slide. Previous to being a publicly traded company, UPS was all about service and nearly all managers had started out at the bottom with everybody else and worked their way up being brown. No more.
Most of management now is hired from the outside, preferably with a degree in business. Never delivered a package in their lives. Delivery areas are 'time studied' by bean crunchers who then construct routes and determine the maximum amount of stops that can be both delivered and picked up in an 8 hour shift. Drivers who don't meet the numbers are harassed every working day of their lives. Floods, tornadoes, rain, ice, snow, trains, gridlock--no kind of adverse circumstances are taken into account when determining the time allowance for a route.
Your friendly UPS driver has no time allowed to do anything more than drive up, sprint to the door, drop the parcel, and dash back to the truck. And they're going to yell at him anyway when he gets back to the building, whether on time or not, demanding to know what took him so long.
In my experience, most package damage occurs in the building; in the crush of overloaded belts, stacked in tractor trailers, and smashed by sorting diverters. Contrary to popular belief, most of the damage doesn't happen during human handling.
It is also worth noting that UPS outsourced its Customer Service soon after it began to be a publicly traded company. Previous to that, customer service had been an in-house job. So now it's just another subcontracted boiler room phone job. The people answering the phones there wouldn't know a UPS package from a sack of grapefruit.
I'm posting a couple of pics here from inside a hub. Believe me,
these are tame and not half wrecked as the inside of the building looks during a busy shift. Neither cameras nor camera phones are allowed in package areas of the building. I don't know who snapped these pics, but if they'd been caught they would have been fired.
In my experience, most UPS hourly employees would prefer to provide better service. Management and their quest for numbers simply won't allow it.
Original thread:
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