Peter Marklund

Peter Marklund's Home

Sat Sep 22 2007 03:08:47 GMT+0000 (Coordinated Universal Time)

The UPS Illusion of Guaranteed Delivery

My girlfriend was in a hurry to send 6 copies of her thesis (a 1 kg package) from Stockholm to Copenhagen. She sent it on wednesday and it said on the UPS website that the package would be delivered "no later than" end of office hours on thursday, i.e. the next day. My girlfriend chose UPS because she wanted to be sure the package would be delivered on time. Her examination is next friday and the printed thesis needs to reach the university well in time before that. For the delivery my girlfriend paid about three times as much as she would have paid the postal service. This means she paid about 600 SEK over the 200 SEK that the postal service would have charged.

Well, it's now Saturday and the UPS can't really tell us why the package has not been delivered yet. According to the UPS tracking service, the package has been sitting in the destination city for two days without any delivery attempts having been made. UPS cannot explain why. It's like the package is lost in limbo. When my girlfriend calls to explain the problematic situation she is in and asks for help she is not met by service mindedness or understanding. She is met by accusations and unfriendliness. They say she should have known to choose an even more expensive form of delivery for about 1000 SEK to be guaranteed the delivery date. They also say she misinterpreted the conditions. Apparently, when the UPS say "latest delivery" on a certain date, that means something else to them than it means to most people. The latest delivery date isn't really a part of the contract. There is no money back and there is no excuse when delivery is made at some arbitrarily later date.

Everybody knows the Postal service doesn't make guarantees about the delivery date. There is mutual understanding about the contract. A lot of us probably live under the illusion though that UPS makes guarantees like that. Well, it's time to wake up and smell the coffee because they don't. This naturally leaves the question open as to what it is that motivates the steep UPS prize premium?