UPS red tape

I had to return a dryer to the company after it broke and they sent me a new one. They sent a call tag for UPS so they can pick it up. One problem, no UPS drop off anywhere around here and (according to UPS) nearest one is Covington, approximately 15 miles away. So since UPS comes to Attica daily anyhow to SOME business, I asked them if they could arrange a pick up here.
Sure, but that will cost me an extra $11.99 for them to come to my business to pick it up. Uh, I don't think so. I'm returning a broken item, the company should be paying for its return, they sent a call tag, it's not my fault there is no UPS in my town.
So the lady on the phone at UPS tells me all I have to do is flag down a UPS driver and give him the box then.

"Uh, really? You want me to drive around town for God only knows how long, hunting for a UPS truck at only $4.08 per gallon for gas? Why can't you just send a driver here, if they are in town anyway going to another business what is the difference?"

"Well ma'am we don't know who is covering that area."

To which I reply, "well they work for YOU, and YOU send them out to deliver in this town, how about calling them and sending them here."

"We can't do that ma'am you'll have to just flag down a driver instead, or have the company pay for the pick-up."

"I will do that." and I hang up.

Seriously folks what is wrong with this picture? Why should I have to pay extra when 1. They are in the area anyway, and 2. I'm returning something that was broken to the company who is paying for shipping back to them.
I called the company and explained the UPS fiasco and they took care of it. (Good thing for them, I'm so not the mood to argue with anyone else)
I see them driving around town making deliveries daily.UPS delivers to me at least monthly anyway, but they drop and run so fast I can't catch them. They are worse than my door darting yorkie! I can't catch her either. Do you think UPS would give me some cell numbers of the drivers to call them myself? Probably not. Privacy you know.
I thought we were past Pony Express. I didn't realize the company they work for has no way to reach them but if I pay only $11.99 miraculously they can arrange to get someone here. Hey it's THEIR gas I'm saving by telling them to send someone who is already in the area. I didn't need a special trip out here, it can wait a couple days.
I wonder how many people are in Attica, driving around looking for a UPS driver so they can give him a box to take for them? Next time I see someone driving around and looking up and down streets I'll assume that's what they are doing. Yes, hunting for the UPS man.