I two Pogoplugs on November 20; one as a gift being shipped directly to the recipient, and one for myself. Both items shipped UPS 2 day air on Monday. The gift has gone through the delivery cycle in a timely fashion. Unfortunately, the device I ordered for myself has been delayed by unexplained problems in the UPS system.

Delivery was delayed by one day, so it was rescheduled for tomorrow. The problem is that it is being shipped to my office and I will not be there until Monday. I contacted UPS and they could neither give me a reason for the rescheduled delivery, nor could they change the shipping address while the package was en route. They suggested I call the shipper to see if they could change the address.

I contacted Jeff Fochtman, VP of Sales and Marketing, and explained the situation. He asked me to send him my alternate shipping address so he could forward my information to Chris Louie. Chris intervened on my behalf and worked with UPS to generate a shipment intercept request that would re-route my package to my home address. Not only did they help me out, but they resolved my problem in a number of hours.

Both Jeff and Chris went above and beyond my customer service expectations to remedy a problem that was due to the delivery company, not to Cloud Engines. My thanks to both of them for their time and effort. I can't wait to start using my Pogoplug!