What can Brown do for you? Nothing good, at least lately.

I really don't I've ever publicly called out any other companies, so this is a first. But I've looked for a means to complain to UPS about some recent policy changes, and there's no avenue available to me that will have any effect. So instead, I'll share with you my concerns, and perhaps it will change what services you choose to use when ordering with us (and other stores). 

I've been partnered with UPS for decades; they've generally been (mostly) reliable, and pretty easy to work with (although getting claims fulfilled for damaged packages can often require extra effort - and that's clearly by design.) But recently, a couple of policy changes have me very concerned, and I'm considering jumping ship.

1. UPS has discontinued their guarantee on 2nd Day Air and 3 Day Select services.
   Wait, what? So - you want us to pay extra for services that proclaim that it will be delivered on a certain day, but if you screw up and it doesn't get there on time, your answer is "tough cookies?" Why even HAVE a service called 2nd Day Air if you cannot guarantee to me that it will get there in 2 days? This is unexcusable, and there's no good reason for it. Either reinstate the guarantee, or discontinue services that state day-definite delivery timeframes. Because if you're not guaranteeing them, there's no point in having them. 
   
   
2. UPS Drivers are now explicitly instructed NOT TO SCAN packages when picking them up, even if asked. This is even more nefarious to me; I'm told that the reason is because they are trying to save time during each pickup, but this is dubious at best. Here's a couple reasons why it's a terrible idea to not scan them into UPS possession at pickup:
   
   1. Say that I hand off a $2000 package to my UPS driver. As of that moment (and until it's scanned for the first time at the sorting facility several hours later), its whereabouts are unaccounted for. Meaning, if that UPS driver (or an unloader at the depot) fancies himself a new amp, or decides to sell it off the back of a truck somewhere, how can I prove it? When I contact UPS, they'll tell me that they have NO RECORD that they actually had possession of the package - it was not scanned. And what is my recourse if I file an insurance claim, and they tell me that they don't have any record of receiving the package that day? (And, not for nothing, this could work in reverse, too - if I were unscrupulous, I could claim that I gave them a $2000 insured package and demand a claim on it, even if I didn't actually give them said package. Something to think about...)
   2. In order for them to guarantee their Next Day Air packages, they have to be in UPS possession sometime before 4:30 or 5pm, depending on the facility. My pickup is scheduled for 3:30pm, but my driver is usually here by 2:45 or 3:00pm. He picks up my packages at that time, and they are PHYSICALLY in UPS possession. However, they don't get scanned until he returns to the UPS depot - most days, their first scan is at 6:15-6:45pm. So according to them (and the tracking information that they share with my customer online) the package "wasn't in UPS possession" until after 6pm - which is after the cutoff - and now that package will be delivered a day late. And unless I fight with the UPS rep on the phone and show proof that the driver actually picked the package up at 3pm, I won't be reimbursed for the upcharges. EVEN IF I do get my money back, the customer still gets their order a day late, and they're mad at ME, not at UPS. 

So as you can see, I'm pretty angry about these policy changes - because they serve no one except UPS' bottom line, and they actively HURT my business reputation and the trust of my customers. 

If you have ideas about how we can let UPS know that they're going to lose business over these changes, I'm all ears. In the meantime, please take these factors under consideration when ordering and choosing a carrier.