I've never purchased a gift for anyone using an online retailer until last week. I bought Nikki a <present> online last Thursday and wanted to have it shipped to my work address so that she wouldn't see it at home. I used 3-day select shipping because I knew I was cutting it close to Dec. 25th.
On Saturday I received an email from the retailer saying that my package could not be shipped because the alternate work address was not associated with my credit card account. So, I called my credit card company, set up the new address, replied to the email's sender that I took care of it, and also completed an online customer service form notifying them of the change.
I then noticed in the confirmation email from the purchase that the shipping address was incomplete (it didn't include the suite number). I completed another online customer service form notifying them of the change of address.
On Monday, I received a call saying that my alternate address was confirmed with the credit card company and that the purchase could be shipped. I also received a confirmation message saying that the suite number was added to the shipping address. Eventually I got a UPS tracking number and I was all set.
So yesterday I was supposed to receive the package. It turns out that the suite number was never added to the address and UPS would not deliver the package (they can't just deliver a package to a building with dozens of offices without knowing which office to go to). I attempted to call the retailer's customer service line but was on hold for 30 minutes. I gave up and tried calling UPS. UPS's location finder on their phone system will give you UPS package center addresses but not phone numbers. That didn't help me at all since I really needed to talk to someone about this problem. I didn't want to drive to Eagan where my package was being kept either to talk to someone in person about the problem. It turns out that UPS has a sneaky phone system where they won't tell you that you can talk to an agent at any time by pressing zero.
So finally I hooked up with a UPS agent on my cell phone on the way home from work. I described the problem and he was all set to enter the new suite number, when the friggin call gets dropped! [1] Unable to find a suitable object or surface to smash with my fist in the car for fear of the airbag deploying and breaking valuable objects, I resorted to deep breaths and thought of a happy place (the top of a ladder while being danced around by pink elephants wearing snow suits and top hats). I was getting really, really worried that the package wouldn't get to me in time to wrap it and give it to my wife.
So I get home and call UPS again, but this time I'm using the land line from the house. I talk to an agent who can help me, but he seems far from the competency that the first agent demonstrated. This new agent proceded to call me “Jim” and kept getting the address/suite number wrong whenever I gave him that information. This was not good. I confirmed with him that he had the correct information, but I ended the call with less than 100% certainty that he did his job correctly.
So today UPS's site is telling me that the package has been updated with a new delivery address, so at least something happened from the phone calls. The site won't say what the new address is (obviously), so hopefully I'll receive it today. If I don't, then it'll probably be a trip out to the Eagan hub.
[1] Do NOT sign a contract with Cingular. Multiple dropped calls per day are not rare. Many of my important conversations on my cell phone often get dropped. This particular call was dropped in Eden Prairie while driving on Highway 5 west. Hardly a rural or low-density area.