I talked to the Watertown, MA Service Center today about a package that I am waiting for under some pressure . I did not have a tracking number. However, the customer service representative I talked to was very helpful and tried to locate the package by name, address etc., looking in various logs and truck lists. She did not find the package but she was very very polite, patient and helpful. Not finding my package is not UPS's fault.....I did not have tracking number and they handle millions of packages. But the customer service effort was excellent and pleasant. There are still sometimes human beings on the other end of the line and those are often very good folks.