Lately?
Dealing with UPS (and I don't mean backup power, although I did also buy one of those recently.)
I ordered a laptop from a foreign country (I'm in the US), and UPS didn't tell me I needed to tell them my 'Tax ID' and there was no way to input it online. So I had to call (and be on hold) a bunch before I could finally supply it, while my package was on hold.
Then they didn't tell me I had to pay the outrageous tariffs (thank you voters) until I noticed it wasn't moving and called them again.
Then most nights it said it was 'on the way' and would be delivered the next business day, until it reverted to 'In Warehouse' (code for held by customs) 4-5 hours later. So far it's done this for over a week: Each day sending out alerts that I'd get it the next day, then silently taking that back. I've been on the phone with them a lot.
Tonight it finally actually said that it cleared customs. I'll believe that when I see that it's left Kentucky. Still says it will be delivered tomorrow (technically today) which seems unlikely regardless.
Update:
Tracking still says it will be delivered today, and it's actually nearby now, but that I owe the tariffs again!
Phone support says they see the earlier payment, so I don't owe, and the website just hasn't updated... From over a week ago. She also said it won't be delivered today anyway. Why do they have separate systems that apparently don't talk to each other‽
Update 2: Sure enough, the driver arrives and asks for a check. My new laptop is right there. I told him I paid, I show him a screenshot from my credit card, he calls his office, they don't see it. I call customer support on my own phone while the driver is talking to his office, support gives me a confirmation code! Driver's office doesn't accept it. Their system has to be given notice of payment through some internal channel or something, and that should have happened automatically, but didn't. I'm given a number to call and told what number to press.
That department is closed now (Friday evening). Opens Monday.
The driver offered to accept a check and said they would refund the part already paid.
Absolutely no way I'm trusting them after what I've already seen. Trying again on Monday it is.
Update 3: Besides ruining my mental health, now they also ruined the plans my wife and I made for today (...Saturday.) I got a notification this morning while out and about around 40 minutes away by freeway that the package was out for delivery. So I called again, and the phone system even said it was out for delivery today, Monday. Today is not Monday. And once again customer service could see that I paid. She did say she'd call 'the facility' and give them the authorization. She also said she would call me back, but my phone didn't ring while I was rushing home. I called back when I got there and miraculously got the same agent, who said that she did get ahold of them, and gave them the code. But couldn't reach the driver or something.
I got home and waited. And waited. Eventually the UPS truck did arrive, and of course the driver asked for payment, and I said I paid and asked her to call in.
Then the miracle happened.
Apparently the support agent had actually managed what none of the others could do, and and got the left hand to know what the right was doing. The driver's manager (handler? Whoever) actually was able to confirm to her that I paid.
The little scanner thing she had however still wouldn't let her actually take my signature* and close out the delivery. Even with her contact trying to walk her through it. Thankfully she decided to leave the package with me and deal with it later. I really hope she doesn't get in trouble for that, but her contact didn't seem to mind that plan, and many hours later it's showing as delivered.
The laptop seems fine after all that. I expected it to be all kinds of mangled by this malfunctioning machine called UPS.
*Side note: the entire time, the tracking site said
"At the request of the shipper, pre-signing your package is not available.
Signature Required Sign Now
Not going to be home? Pre-sign for your package so your signature isn't required..." - I didn't test if it would let me. I knew I'd have to talk to the driver anyway.
