Saturday, March 13, 2010

FedEx: Are You Paying for Quality of Service?

FedEx's customer service has been like nonexistent. And they've been throwing a tantrum ever since they lost a package.

It was like seven months ago. My SO bought something on Ebay. He had a tracking number and kept any eye on it. We went out grocery shopping one day, came back, and found a note on the door from FedEx. There was no package on the doorstep. According to the tracking status, it had been delivered.

My SO called up FedEx to find out what was going on. They said the driver wasn't around but they'd get him to call back. No one called back. My SO called FedEx again the next day, and he just kept getting the same runaround every time he called. FedEx wouldn't let him file a missing package claim because he wasn't the sender.

My SO never got the package, never found out what happened to the package, and he never got his money back.

Ever since then, FedEx has had the worst service ever. Me and my SO live with two other people, so that's four people who all receive packages from FedEx who are getting the silent treatment.

FedEx no longer knocks on the door or rings the doorbell when leaving packages. They used to, but now they don't. We've gone outside at night to find a package sitting on the doorstep. God only knows how long it'd been there; we had been home all day and never heard so much as a footstep.

We've also gone outside and found a package with a note taped to it. Yes, that's right, that note they usually tape to the door: it was taped to the package itself. What good is that? I mean, why even bother? Doesn't that defeat the entire purpose of leaving a note?

FedEx's response? The driver isn't required to knock or ring the doorbell. It's also not a requirement to tape the note to the door; he can put the note wherever he wants, including on the package.

So, we get no notice that a package has been delivered. We get no note on the door. We have no idea if we receive a package or if a package goes missing.

I'd recommend everyone avoid sending any packages via FedEx. Seven months of this awful service and no one at the company even cares. I know all delivery services have their problems, but this is just so unbelievably petty.

It's bad enough they lost a package and didn't do anything about it. Now it's like they're trying to make sure as many of our packages as possible go missing or get stolen. How is that for customer service?

According to FedEx they're not doing anything wrong, but their behavior seems questionable at best. They don't have to bother keeping customers happy; they're too big and too ingrained for it to matter. The money they get from this house is pennies and if they lose our business it's inconsequential. We can't complain to anyone that could really do anything because as long as FedEx delivers the package they've done their job.

Am I asking too much here, wanting to receive my packages? I mean, that's the point of FedEx, right? To be faster, better, and more expensive than UPS and USPS? Are people who send packages to this house via FedEx getting their money's worth? Are they getting what they paid for?

Cat in a Box
ending this post on a cute note =^. .^=

I encourage any responses to this, whether you're answering any of the above questions, commenting on my rant, or leaving your own stories about FedEx, UPS, or USPS.


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