Incident of Freight Pick Up Service / Unknowlegiable, Inefficient, and Incompetent YRC Customer Service
On 2/9/10 we needed a freight company to go pick up a freight from other state. Over the years we hired many freight companies. We had created an account with YRC and decided to try its service this time. After receiving a quote, we )consignee) gave it a go-ahead and provided all the information except time to pick up which we had to wait as coming from the pick-up site vendor. Then at YRC website we created a bill-of-laden without the pick up time and saved there. Early morning of 2/10/10 when the pick -up time was confirmed, we called YRC right away and notified it as was instructed so on previous day. On our questioning the male YRC customer rep said, delivery is next day, no need to submit a bill-of-laden since he got all the info.
However, having received "no tracking number" or any other form of notification from YRC at after 4 pm on 2/10/10, we were "not sure" whether or not YRC had picked up the freight previous day (we always receive a tracking notification from every freight company). Pick-up site answered none. YRC has our e-mail address. This was rather unusual. To make sure the [protected] was again dialed. A female customer service said a customer would be "charged" to receive a notification as a confirm of their a pick up. Consignee: How are we supposed to know if the freight was picked up? Did the YRC driver report of pick up? YRC: I don't know. Driver is not expected to report. You need to call YRC or go to our website. Consignee: Do you have a tracking number? YRC: Yes. Consignee : Can we have it? YRC: I put you on hold. . . later came back to give it as xxxxxxxxxx. YRC: Consignee: This is what we needed. After having freight pick up confirmed, you do not send a tracking number? YRC: No. Consignee: Can you put a note on our account that this customer always needs a tracking number sent by e-mail after pick up confirmed YRC: we can't do it you need to call. . .
Consignee was not convinced that YRC would charge for it to send a notification/tracking number and was necessary to request. So about 5 minutes later called the same number again to ask other employee about this. This time a called went to California, another female cust.service answered. Asked the same question. YRC: we normally do not charge for tracking number. What is your tracking number? Are you Consignee located yyyy? Consignee: Yes. that's correct. YRC: Do you have a PRO number? Consignee: As told you, we are not given. YRC: when was the request? Consignee: originally on 2/9/10 and confirmed on 2/10/10. YRC: Are you located yyy? Consignee: Yes. that's correct. . . . on and on.. and on. YRC: you need to call sales personnel in your area. Problem about this Rep was that she asked our reply input twice. What a waste of time to communicate with Customer Service that represent YRC? Customer Service needs to be knowledgeable about the services they provides, be able to communicate effectively and efficiently to be competitive.