That was described here in this first post of this web site: UPS: Incompetent, destructive, arrogant and consumer-hostile. And puts workers at risk.
This absence of an integrated internal corporate information system is a bad sign if you are a UPS shareholder.
Indicative of a shaky corporate culture
And still indicative of a shabby corporate culture that cares so little about customers that they will not depart from an overly rigid book of bureaucratic regulations to rectify their own mistakes.
The failure to accept responsibility for mistakes and make things right is a sign of a company headed for trouble. Especially when competitors like Federal Express are ready to step up and take market share.
Update 7:19 a.m. Sep 24
Spoke with Steve. Another very nice employee stuck with a rigid corporate script.
Explained to him -- as with every other UPS employee I have communicated with -- that they made a mess and they need to clean it up.