Customer service....

I ordered an item from USA. It was sent via UPS on 26 July. All went well and within 4 days the package was in SA. Then my local UPS drama started. The tracking system was not updated regularly by UPS in Kempton Park. I was waiting every day for updates, but none; only showing ON THE WAY. Days after, a UPS email arrived, stating the (huge) amount I had to pay for release by Customs. I verified the mail with a phone call, and paid on 6 August, and then my package tracing changed to ON THE WAY: ABANDONED!!! The next week I contacted UPS, eventually got hold of my UPS agent (who first e-mailed me) around 12 August (she never replies to emails) and I was told that the package will only come out of ABANDONED within 10-14 days - UNACCEPTABLE!!! After visiting Hello Peter, and reading the horror stories, shocking and similar to mine, I read about the case about how the manager, Buks, helped Waldo (29 Jul). I called Buks on the morning of 16 Aug. He immediately got onto the job, and promised to sort it out before the end of day. By 15:30 he called me, and confirming the package was released from abandonment, and followed up everything he said with official emails of how he addressed his staff on the issue, and he assured me that my package will be delivered in PE on 17 Aug. So, Waldo, thank you for restoring my faith in customer service. Your staff just needs to learn something about good PROFESSIONAL service and that the customer, who already spent a LOT of money, is desperate for a delivery to arrive. The process should run effectively from country to country, tracking site should be correctly updated and honesty should prevail above all. People need important things for their own situations and UPS should play a fulfilling role in the supply chain. My package arrived 17 Aug - thank you very much.