Table of Contents
Shipping guidelines
Each book should have a rubber band around it to protect the pages and cover during shipping. If it is especially floppy or fragile rubber band it with another book or place in a box or padded envelope.
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Some campuses are more at risk of the canvas courier bags getting wet during rainy weather. If a campus indicates that their books require extra protection due to inclement weather place the books being shipped to that campus in a plastic bag prior to placing them in a courier bag.
Courier Issue reporting form
Link to the issue reporting form: https://docs.google.com/forms/d/e/1FAIpQLSeQuWqINre0a_Q21Fje0ZnECOf9vKJ1ZOQ9L42BqenKEIiyVw/viewform
In October 2018 the CSU will begin using a form to report all delivery issues to Tricor/Unity and the RSFC for tracking. This form will serve the dual purpose of data tracking and streamlining CSU contacts with the courier.
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Contacting Unity
1. Submit issue using the courier problem form (this will be e-mailed to Unity’s customer service address and a copy sent to you).
If for some reason the form is unavailable send an e-mail to customerservice@unitycourier.com or call 323-255-9800 and press 2 when prompted
To escalate
2. If no response received within 4 hours contact:
- Monique Carr (customer service manager) mcarr@unitycourier.com 323-489-7615
- cc Mallory: mdebartolo@calstate.edu
3. If no response is received within 4 hours after e-mail to Monique contact appropriate regional manager:
- Northern - John Rouchanian jrouchanian@unitycourier.com 510-454-0156
- Southern – Alex Rios arios@unitycourier.com 562-202-5311
- cc Mallory: mdebartolo@calstate.edu
4. If no response received within 1 days of e-mail to regional manager contact Alex Gil (director of operations) agil@unitycourier.com, (415) 722-6426
- cc Mallory: mdebartolo@calstate.edu
RSFC members will follow up with campuses who would like additional contact as specified on the form on a weekly basis to track if an acceptable resolution has been reached. For the remainder of 2018 the RSFC will collect data with the intent of analyzing the data and drafting a report on courier performance, identifying areas of strength and weaknessmembers will also submit a monthly report to Eddie Choy at the Chancellor's Office summarizing the service provider's performance.
When to
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report an issue
Use the form
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An issue should be filed if if a delivery is missed, late or other specifications in the scope of work are not met. For the purposes of issue reporting, the most relevant parts of the SOW indicate
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The complete Scope of Work can be found here: https://csyou.calstate.edu/Tools/SDLC/SDLS/.
Following up with Tricor/Unity after using the form
Email all 4 of the contacts listed below, ideally forwarding a copy of the form you received upon submission:
Issue submission process overview
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Tracking missed deliveries or other service issues is not designed to get your hard working delivery driver in trouble, rather this is how we hold our courier service provider accountable for the service standards they promised to provide us and our students as a consortium and customer.