While waiting for the delivery of an iPhone I’ve had the “joy” of experiencing both UPS customer service and Apple customer service over the same issue. First the facts:
- Apple tells me my iPhone has shipped and to expect delivery on Oct 2.
- UPS attempts first delivery Sep 28, second Oct 1 and third Oct 2.
- UPS requires an additional $6 for the fourth delivery.
When contacted UPS tells me that it’s all Apple’s fault for misleading me. They can do nothing. Nothing but tell me they’re sorry but they have to follow the rules. Thank you for nothing Abigail in the UPS call center. They tell me to call Apple.
Get to Alex in Apple’s call center. He agrees absolutely this should not have happened this way. Immediately discounts by $9 (50% over what I was charged) a pending order for a Lightening Adapter. Escalates it to the Delivery Team for review as it should not have happened.
Guess who I have positive feelings about right now, and who I want to do business with? Guess who I’d rather not do business with again?
Two marketing opportunities. One failed, one succeeded. Yes, marketing. Every interaction a customer has with the company is marketing. The drivers, call center folk, and everyone that has any interaction with a customer is marketing the business.
I think FedEx’s primary delivery contract with Apple isn’t at risk. Apple only use UPS for overflow demand and given this example, they’ve got no chance of replacing FedEx. Mind you all delivery companies have occasional problems, but over the 12 years I’ve worked in the US, we’ve come to prefer FedEx over UPS because UPS screw it up so much more often in our experience.
Marketing. Every interaction, all the time.