That conversation sounds all too familiar.
I probably shouldn't write this, but I started making audio recordings of my conversations with UPS "for quality control purposes." I figure if they can make them, I can too.
I planned to play them to their own supervisors, and if that didn't get results, I was going to make a YouTube video documenting the entire runaround UPS was giving me, and sends its URL to some news agencies to see if anyone thought this would make a good story.
Fortunately, with George's direct involvement, it did not come to that and after more than a year, some UPS employee said she'd take the charge off, but even then she was acting like she was doing me some big favor.
What exactly is the big favor again? Undoing the charges they never should have charged me.
What's amazing is UPS sent me a letter -- an old fashioned, typed letter with a hand signature on it -- acknowledging they made a mistake, and enclosed a refund check.
Then they tried to collect the money back and treated me like a liar for saying I have a letter from them and a refund. The guy said they have no record of that, like I fraudulently invented the letter on their letterhead.
Oh, I almost forgot, after she said she'd take the charges off, I continued to get harassing calls threatening to send me to collections, so I emailed that lady who said she'd take the charges off again. THEN she did it.
UPS was 100% in the wrong every step of the way, and would not listen long enough or well enough to remedy the problem. Like your experience, they were smug, and would not even entertain the notion that they could be wrong. They had no idea how their unjustified sense of rightness was embarrassing themselves, hence my idea to use their own audio in a youtube video, along with the image of the letter they sent me. I hoped that would help them finally see themselves through their customers' eyes and make them rethink their so called customer service.
It's a shame because their drivers are usually very cool guys and often go a bit out of their way to help make sure our deliveries are safely delivered. The problem is management and how their phone support people act.
If you need to get something from A to Z, then UPS in my experience is as reliable as FedEx. If, however, something goes wrong, then UPS becomes a living nightmare.
Anyway, please let us know when you get your bass.
