I deal with UPS on a daily basis because that is who our distributors chose, but on average I would say that 25-30% of what we ship arrives damaged (and UPS picks up the cargo from the w.h.), and in order to keep our customers happy, we send them a new unit and hope it doesn't get handled by the same people all the while we wait for our account to get the refund for the damaged unit we still have another ding to the account for the fresh unit going out...and if the customer just wants his/her $ back, then there is the expense of re-running the credit card to return the money.....so in the long run, not only does UPS blow, they cost us hundreds of dollars a year in lost revenue, reputation, and productivity, etc.
If ever there was a candidate for "undercover boss", it would be UPS...I think they could do a whole season on just them.