Here's a copy of the letter I sent to Mike Eskew which I talked about previously...
Dear Mr. Eskew,
I am a writer for a website/blog called CustomersAreAlways.com. This blog focuses on customer service and the experiences that customers have with businesses large and small. I wanted to bring to your attention a blog post that has received many comments from your customers. Please visit:
http://www.customersarealways.com/2006/08/women_sues_upss_ceo_mike_eskew.html
Perhaps some of these comments are exaggerated, but regardless, there are enough there to warrant attention.
I've always believed that a company and the actions of its employees is a reflection of the CEO that heads the company. I know that you will be retiring soon, but it is my sincere wish to see you pass on the idea to your successor and current employees that customer service is important to the long-term sustainability of UPS.
I commend you for increasing profits for your company and its investors, but at the same time I wonder if you truly have your customers' best interests at heart. Granted, my opinion is based on those comments I received at my blog. Maybe these customers represent a small amount compared to all your other customers, but businesses considering using UPS for their carrier could possibly come across this article and change their mind about hiring your company. Just 
something to think about.
Looking forward to hearing from you...
Sincerely,
Maria Palma
UPS customer service:
I am Jianfeng LIU and I am emailing as follows on behalf of my best friend, Jiemiao HU, one of your customers. I really, really do not know how your company could treat your distinguished customers like that!!!
Jiemiao HU got a very important personal parcel posted by UPS. UPS first attempt of delivery the parcel to Jiemiao HU was on last Wednesday (11/14/07). Jiemiao HU was not at home and UPS left a message (the first time information notice number is: 925748900705) which said the second attempt would be on Thursday (11/15/07) 2PM-5PM. But UPS came in the morning of Thursday when Jiemiao HU was not at home again. She had decided to wait for the parcel in that whole afternoon and asked for leave for that afternoon. For the third time, you promised to come on Friday (11/16/07) 10:30AM-2PM. On Friday, Jiemiao HU also asked for leave for the parcel and waited at home for the whole day. UPS did not come at all!!!
I made several phone calls to your company to ask for the excuse and was told the time mentioned on the message was just an approximate time. Ok, I admit UPS can not be so definite, but how could the approximate time be so different from the actual delivery? For the second time, the time mentioned on the message is 2:00-5:00, the worker came in the morning; for the third time, the time mentioned on the message is 10:30-2:00, the worker did not come at all!!! It’s even under the circumstance that I have made phone call to your company and has been told the delivery time would be rescheduled to 8:00PM at that night(from the phone number:2253899613). We are really disappointed. How can UPS treat your customer like that???
The parcel is really important to my friend; it’s already not on time now. If UPS can not make the delivery to Jiemiao HU on Monday from 10:30PM-2:00PM and apologize for the inconvenience and misconduct, I will keep the right to sue UPS and ask for all the damage caused by the exact wonderful “express” delivery.
Yours
Jianfeng LIU
Posted by: Jianfeng LIU | November 18, 2007 2:16 PM | Permalink to Comment