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  • The large customer parking lot with signs everywhere saying it was for UPS Customers was packed, but when I went in there were zero customers inside. So I don't know who all is parked there... It was 106 degrees today in Phoenix. This location does not seem to have air conditioning going in the lobby. I went in with a 20 lb box for residential to residential. CSR had me use their computer to create a label & print it. I mentioned I have a UPS account. He tore up that label and handed me a paper label with carbon sheets to fill out by hand, which required my acct no. I didn't have it, but I DID know my login/password, so I logged on with my iphone. However, my acct no. is nowhere to be found with being logged in by iphone. So I asked the CSR to look it up in their system with all my identifying info, but he said they don't have access to that info. His supervisor suggested I call the 800 number for it. The first person at the 800 number asked me all of my identifying info, then (erroneously) said she could not give me my acct no. She walked me thru some steps on my online account on my iphone, but my acct no. wasn't any of the places she directed me to. So she transferred me to their Tech Help Dept. That person did all the same things to no avail at first, then I reiterated I am inside the UPS CC with the box and need my acct no. to ship it bc they cannot provide my acct no. Then she gave me my acct no. (WHICH I WROTE DOWN IN A SAFE PLACE FOR FUTURE REFERENCE). Then I went back to the original counter with my completed shipping form, but it was unmanned. Only the Drop Off counter was manned. I waited 5 minutes, then another employee started to help the first employee with Drop Offs. I said Hello? I need to ship something. She came over and started to process my shipment. I explained all that had happened so far and she said it's true they have no access to our acct nos., they can only verify if an acct is active after the customer provides it to them. She didn't know why the first person at the 800 # couldn't give me my acct no. Then I asked what the cost will be, but she said she didn't have access to that info bc the payment happens using the payment method associated with my UPS online account. I suggested they should consider providing 2 VERY BASIC customer service things in the future: access to our account numbers and info about the actual cost to do the shipment. It's like they asked themselves "What are the two most commonly asked questions by our customers? Let's find a way around giving them that information." KNOW YOUR ACCOUNT NUMBER. KNOWING YOUR LOGIN, PASSWORD, NAME, ADDRESS & PHONE NUMBER ARE WORTHLESS.
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