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STOKED! The heaviest band of ALL TIME! #riffs #sludge #noneheavier
SPARKS FLEW OUT OF THIS HIGH FIVE BECAUSE IT WAS SO FULL OF AWESOMENESS AND POWER!!! (at Morning Thunder Cafe)
Hunter Pence at Spring Training this year. @scow713 and I were so close we could smell his B.O.
UPS Customer Service Is A Joke
I wrote a previous blog about how awesome the customer service from Nissan was, and it was well deserved. I just had the complete opposite experience with UPS and I have to write it down.
I had a Starbucks Giftcard from Gilt.com and was selling it on ebay during the holiday season. Someone bought it for $835 on Sunday December 22nd. As part of my posting I had promised to pay for overnight shipping to the winner so it would be there in time for Xmas. On Monday the 23rd I was at my local UPS store at 10am and handed over a little over $60 and sent it off. The clerk was very helpful and didn't indicate there might be any delays. She even offered to deliver by a specific time the next day for an additional charge, which would be nice in certain situations.
Sure enough the 26th rolls around and my ebay buyer writes me, HEATED. The overnight delivery did not arrive on Xmas eve or Xmas day. Ugh. Of course he thinks I ripped him off and he wants to return his product. I look on line and see articles on every major news outlet explaining UPS was overrun with packages and several hundred thousand Xmas gifts were not delivered on time. I pass these on to him and show him my receipt and he is somewhat understanding. I agreed to give him some money back even though it was not my fault, mostly because I sympathized with him (even though he was counting on a Next Day Air delivery on Xmas Eve to make his Xmas successful - not the smartest move).
The next day I very calmly walked in the UPS Store where I had shipped the product, explained my situation and asked for a full refund. The clerk again was very kind and informed me they had been instructed to copy my receipt, call corporate and get back to me. Fine. Whatever. Antiquated way of doing business, but whatever.
This is when I discovered UPS has the worst customer service in the world.
I wrote something on Twitter complaining about my situation and was replied to by the UPS Customer Service account asking me to DM them my problem (most likely to get my complaints out of the public eye). I did this and was told "the flight your package was on had mechanical problems, which is why there was a delay". Yeah. I can read. It says that on your site. But I can also read CNN, ABC, CBS and everywhere else where you stated you simply couldn't keep up with demand - specifically in the area where I was sending my package - so I know the "mechanical failure" excuse was made up and not real. It's not like UPS would ever print "we dropped the ball and couldn't keep up with demand" in their tracking information.
After being lied to I was more annoyed and I took my complaint to the company Facebook page. A reply from the Social Media Team asked me to email [email protected].
*side note: during this time UPS employees were paying the price for the corporate failures and were getting lambasted by upset customers. These people were working hours and hours of overtime, sacrificing time away from their families during the holidays and were the ones getting cursed at complained too by the general public. Completely unfair.
I emailed UPS as instructed and was given the same "the flight your package was on had a mechanical failure" response. Frustrating! I responded again that I knew this was false, I didn't appreciate being lied to, and I wanted my money back immediately. Every mom and pop shop on Earth can give you a refund in 30 seconds and this multi-billion dollar company was making me jump through hoops over it?!
We went back and forth - OVER 20 EMAILS!! It was so draining and stupid I was literally embarrassed for them. It's not like $60 something dollars was worth all of this time but of course, it was the principal. Eventually I was offered a $25 gift card that could only be used on the internet, which was the only right thing UPS did during this situation.
Eventually after asking for my refund on December 26th I received a check via snail mail(!!!) on January 13th....for $54. Less than what I had paid. Unreal! THEN I WAS TOLD IF I WANTED THE REST I HAD TO GO BACK TO THE UPS STORE WHERE I SHIPPED THE PACKAGE!
I hate UPS so hard.
This was like ordering a steak and having the server bring you out chicken McNuggets that you never would have ordered in the first place then saying "we'll do you a favor and even though you ordered the steak we'll only charge you for the McNuggets because that's what you ended up getting". Gee thanks!!
This was my last email to UPS:
"Are you guys seriously going to make me go down to the UPS Store over $5 or $6? This is embarrassing. I walked in to that place to get a refund at which time they directed me to you as they were instructed. You guys give me a partial refund and then tell me if I want the rest I have to go back to them? How on Earth does anyone there think this is the right thing to do for the customer? I've already waited over 2 full weeks just to get this part of my money back and now you are going to put me through more over pocket change? I do not care about how your corporate structure works. Give me my full refund and recover the rest from that store later - and without me being involved!
I handed my money to UPS and UPS failed to delivery what it had contractually agreed to do.
So please - PLEASE - give me my full refund. Immediately."
Needless to say my request was declined.
Obviously I have since moved on to shipping my products through FedEx and have already given them hundreds of dollars and been happy with their service. UPS customer service is bloated, out of touch and out of date and I can't say I've ever had a worse experience.
I hate them.
the end
Sometimes you've gotta just say "why not tear the white tolex off my entire @evhgear 5150 III full stack for hours and hours and stain the wood?!" Special thanks to my dude Alex for taking a ton of his own time to bring the project home. Putting the cabs back together next!
When I was young dude I would always dream about nights like tonight. I got to go to a Xmas party with the gorgeous, intelligent, incredible woman of my dreams and I didn't even have to say goodbye to her at the end of the night because she's my wife. Yes, my life is a dream world/fantasy come true.
Guess What? Treating Your Customers Right is Important!
My wife and I bought a 2008 Nisaan Rogue when we grew tired of lifting our toddler in and out of the backseat of our 2 door VW Beetle. We spent more money on it than I have ever spent on anything in my life and it's been great for us. Runs solid. Lot's of space. Good gas mileage. Cool features. We're stoked.
Last week my wife called me in a panic because she was out and about and the Rogue would not move out of Park. I don't know anything about cars, or anything that requires using your hands, building anything, fixing anything, troubleshooting anything, or figuring anything out that can't be Google'd in 10 seconds or less so I didn't have a lot of answers for her.
"Are you stepping on the break?"
"Yes. I'm not stupid"
"Did you try cranking the steering wheel?" (I don't even know why I asked this)
"No. Why would you ask that?"
So that was the extent of my expertise. My wife did the sensible thing and read the instruction manual and disabled the break lock. She could get it out of park but now our toddler could move the gear shift any time for any reason so we weren't entirely comfortable.
I of course searched the internet to see what the problem could be and it turns out it's a fairly common problem with this particular year of Nissans. There were tons of links about it. Horror stories all over the place about the repair not being covered under warranty and costing over $600 to have fixed. There were also DIY posts that said you could bypass this problem with a little work and a zip tie (I'm not kidding) so I tried that for about 38 seconds and failed.
Sure enough the next morning we were in the dealership and bam! $305 to fix! BUMMER!!
At this point something about this just didn't feel right. Were we paying $305 to fix a manufacturer defect on our car with less than 60,000 miles on it? I know it's not a big enough issue to warrant a safety recall but wasn't there something that could be done?
Then a simple thought popped in to my head. "Why don't I just call Nissan?" And pretty soon it grew in to "why NOT call Nissan?" What did I have to lose? I was already locked in to spending that money so why not take a chance.
Once again I was back on the internet finding some random corporate number for Nissan and calling it. The lady that I finally reached was nice enough but it was clear she was too far down the ladder to be able to help me out, so I politely asked her to give me someone that possibly could help me. And you know what? She did! The next day I received a pleasant call from a woman named Danielle. I told her my situation and let her know I wasn't very happy about it, and I (again, POLITELY) asked if there was anything Nissan could do to make it right.
She told me she would look in to it and she would call me back the next Tuesday. She even gave me her direct phone number and extension to reach her if I was in some sort of panic. I thought my odds of getting a call back were pretty slim, but wouldn't you know on that next Tuesday my phone rings and it's Danielle from Nissan. She explains that since our Rogue is outside of warranty Nissan can't reimburse us the full amount, but they would be able to issue us a check for $250 to cover most of the repair.
What the hell?!
Did this idiotically simple strategy just actually work?!
Yes it did!
So here's the point of me writing this. A) People always write about terrible customer service but rarely take the time to recognize great customer service. B) Don't ever be afraid to ask! Don't ever assume major corporations don't care what you have to say. Word travels fast on the internet and these companies are keenly aware what kind of damage even a single bad experience can do.
And always be nice to the person on the phone. It will get you a lot farther a lot faster than being an irate customer. If you don't get treated fairly get on line and let everyone in the world know about it immediately after, but don't take it out on the poor person making $10 an hour. They didn't cause your problem and sadly most times they aren't given the tools to fix it.