Upon calling this number, I was greeted with a recorded menu listing many common reasons for calling UPS technical support. These included assistance with navigating the online website and getting help logging in, such as in the case of a forgotten password. This line's agents can also help with thermal printer installation and billing inquiries. If none of these options work for you, you can stay on the line to speak directly to an agent.
If you call this number outside of regular business hours, you'll be directed to call back between 7:30 a.m. and 9 p.m. EST on weekdays and 9 a.m. to 8 p.m. on the weekends. You'll also be informed of a different number to call if you're trying to track a package and asked to have your tracking number handy to expedite the process. However, if you have an emergency tech issue at any time of day, you can connect with support through this number. However, it reminds you that this option is only for emergencies.
I couldn't leave a message or get an agent to call me back. I wasn't notified of any way to get back in touch if my call was dropped. However, once you make it through the menu and select your desired option, you'll be directed straight to that department if you call back within a short period of time.
I decided to stay on the line to connect directly with a customer service representative. As I waited, I was asked to stay on the line after the call to answer a short two-question survey about my experience. I had to wait quite a long time to be connected with an agent, around 25 minutes. I did, however, call around mid-morning during peak business hours.
When someone finally answered my call, they sounded cordial but a little rushed. I asked some questions about accessing my UPS account online without my password. They tried to direct me to an FAQ section on the website, but I repeated that I was looking for human assistance. The call center representative gave me seemingly scripted answers about resetting my password, but they were speaking quickly. I did have to ask for a little more guidance on some of the steps, but fortunately, the person I spoke with was easy to understand. Ultimately, although it took me only a few minutes to get my questions answered, I was on the phone for about half an hour. In terms of customer service, it wasn't the best; I sometimes felt like the representative was impatient and inconvenienced by my requests.