UPS vs FedEx: One experience 13 Sep 2005
106 comments Latest by Lindy A
A comparison of some real-world contingency design at two leading shippers.
I had to call FedEx and UPS this week and pick up packages at both locations because I missed the deliveries at my house.
When I called FedEx I got through to someone in about 12 seconds. When I called UPS I actually called three separate times because I was on hold for over 10 minutes each on the first two calls and hung up. On the third call I had to wait 21 minutes until someone answered.
When I visited FedEx, their location was bright, fairly friendly, carpeted, and overall pleasant. My package was brought to the front desk within seven minutes of giving them my info slip. When I visited UPS, their location was dungeon-like: a windowless steel door marked “CUSTOMER PICKUP” in poorly aligned all-caps, a cracked cement floor, cold florescent lights, a TV in the corner with horrible reception, afterthought plastic chairs, and a woman behind the desk with a matching attitude. I swear it felt like an interrogation room. It took too long for them to bring my package to the desk.
Just one experience, but a lasting one.