I got to talking with a shop employee the other day and he said Diamond switching to UPS or FedEx was a real source of problems for them. Diamond used to have their own, or a contracted, delivery fleet and the same driver serviced the shop for long periods of time. If something arrived damaged or was missing, they wrote it up on the spot, and a replacement came on the following truck. If the driver was running late or snowed in, he actually called the shop to let them know. Well, when they went to UPS or Fed Ex, that all changed. They get a different guy every time and he shows up (or doesn't) basically whenever. When something's wrong with the order (which is far more frequent now), there's a mountain of forms to fill out and a several week waiting period for refunds/credits because now the driver is like another layer of indirection.