Terrible Customer Service help/Terrible assistance from YRC Customer Service Manager
On March 10th, I contacted YRC Customer Service to arrange for some very expensive stereo speakers (insurance value of $23, 000) to be picked up from a Colorado City audio store. The customer service representative was supposed to send a fax copy of the Bill Of Laiding to the YRC Colorado City depot. The YRC truck arrived but he had no Bill of Laiding so YRC pickup had to be canceled. I called YRC anCustomer Service two more times and each time no Bill of Laiding was sent. The business owner out of frustration filled out a blank form on the third time the Bill of Laiding was not sent, but he failed to include the declared value of these speakers as well as their correct weight. When I contacted the YRC Customer Service noting these informational shortings, I was told that nothing could be changed after a Bill of Laiding had left the business. I contacted YRC Customer Service the next day explaining my situation and the male CSR thought that I was in compliance with the YRC guidelines since I had the original Bill of Laiding copy that was supposed to be faxed to the Colorado City (891445259x) YRC depot. He also left an EMail message about this problem to the YRC Customer Service manager--Heather Martin. I was contacted by this Customer Service Manager by EMail the next day (Heather Martin/ 1 800-610-6500/Ext 6924. Ms Martin repeatedly indicated EMail position was that despite three Customer Service goofs that NOTHING could be changed after the order and the Bill Of Laiding went out. Ms. Martin, however, saw fit to alter the poundage declaration on the botched Bill of Laiding. She also had the Speaker crates weighed again a second time and charged me for this service. The next day she sent me an EMail asking my permission to rescind the original shipping invoice (from the first booking) so that she could charge me for a residential delivery shipment. All this correct information was on my original Bill of Laiding. I sent Ms. Martin a very angry refusal letter that I was not giving her permission to rescind my original Bill of Laiding. It is obvious that Ms. Martin plays fast and loose with YRC rules and showed herrself to be completely Indifferent to me as customer. I feel I have been screwed over big time by all levels of YRC Customer Service and including the YRC Customer Service Manger. Since my refusal letter Ms. Martin has not had the professional decency to contact me any further. My speakers are currently stored in the YRC Peru (IL) depot awaiting a time when this mess of YRC Customer Service screwups and Customer Service difference is sorted out. A reprimand should definitely be given to the YRC Customer Service Manager for her indifference and poor service to me as a licensed YRC
shipper.

George Kretschmar
[email protected]
815 973 1087