The customer service rep should not have been rude, nor should you have been put on hold for any length of time for a request of redelivering a package. That is poor customer service in any light. However, as you stated, it was a RE-delivery. In a business where time is of the essence, and time guarantees are made, you must understand that an am redelivery is not an option. All courier services have am delivery guarantees for next day services. If they start scheduling re-delivery request during those hours, they will not be able to meet the commitments of those guaranteed deliveries. If your package was legitimately attemtped during the guaranteed time frame on the scheduled date, then after that time, any re-attempt comes after the next days guaranteed commitments are met. YOu always have the option of picking your package up at the service center in most cases.
Also, when you call customer service you are getting just that, a customer service office. It is not the local service center, as they are not manned to handle phone calls. Their job is to take care of the packages, customer service takes care of the customers. The customer serivce rep has no control over the delivery of the package. THey simply send the request and the rest falls to the hands of the service center. Unfortunately, sometimes agents( at both levels) are not completely upfront and do not provide complete accurate information to the customer. This is what leads to problems. What I can reccommend is that you obtain the name( first and last-preferably at the beginning of your call- as well as what call center and the time of day you called, so you have a record to fall back on in the event that you are provided poor information. Unfortunately, the only way to get it through the heads of corporate that there needs to be accountability is that customers need to stand up and take action. Maybe if enough people stand up and voice their opinion regarding the problem at hand then they will start to realize that they way they are looking at the whole customer service issue is wrong and the focus must be on quality service to the customer and resolving their issues, and agents need to be held accountable for the information they provide to the customers.