"Customer service" and "FedEx" seem to be mutually exclusive. The short version: I order something and choose to have it delivered via FedEx Ground. They can't deliver it and leave a note because the "vendor requires a signature". I go to the local FedEx office to get the package, but it's not there. Why/ "Because we are FedEx and they are FedEx Ground". "So you are two different entities?" I sarcastically ask. "Yes" she answers. "So what is the number I call to talk to someone at FedEx Ground?" I ask. "it's 1-800-GoFedEx" she says. "Isn't that your number too?" I ask. "Yes, it's one company" she says.
Of course, she already said they were separate earlier. So then I call, have a melt down on the phone, and arrange to be called today along with an alternate delivery address. Yep, you guessed it: No Call; No delivery. I get home and find the same notice on the door with a handwritten note that says "it's not FedEx's fault". Of course I have reviewed my receipt from the vendor and called the vendor. They don't require a special signature for delivery. So, I call 1-800-FedEx again (Yep, you can talk to FedEx and FedEx Ground at that number. Amazing!)
So I ask to be escalated immediately, complain and finally get transferred to Tim at the FedEx ( I assume Ground, because they are different than FedEx), depot after being assured my package will be delivered on Friday to my office. Tim says they can't deliver to an another address because the vendor won't let them, but since he's such a great guy, he will have it done "sometime tomorrow".
In fairness, Cheryl from the FedEx Customer Advocacy in Atlanta called me back a few minutes ago to try to say the right things and promised a follow-up with me on Friday.
With that said, I think FedEx is pathetic. They used to be great and I'm not sure what has happened. With the exception of Cheryl, I can't say that anyone has been customer focused or even service oriented. Maybe FedEx should spend less time threatening the Furniture Guy and more time trying to please their customers.
Hey FedEx, don't email me a "cease and desist" order for this blog posting. I have just implemented my own "cease and desist" and will only use FedEx services when there is no other option for me to use. Thanks for the great customer service!
I could give you the short version of my customer service story concerning Papa John's Pizza but you have already heard it, only the names have changed to Fedx or Fedx Ground- which is it? :).
Posted by: Phil | August 25, 2005 at 09:34 PM