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FedEx: They Absolutely, Positively Should Have Gotten it Right the First Time - Comments

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I feel your pain on this one. I spent over an hour with Dell reps last week trying to place an order using a DELL gift card, yet no one had any idea how to do that -- I got transferred all over the place. And when the order finally got placed, they decided to ship us THREE items instead of one. I do not know how big businesses like this got to where they are with such useless people working for them.

I've had similar trouble locating drop boxes with three major package carriers. What's worse, perhaps, is that there seems to be no indication from any of them of the maximum size the drop boxes can accept.

There is much room for improvement in this business. Frankly, I'm surprised how well the USPS is doing regarding service. Free fixed-rate and priority boxes delivered to your door, scheduled pick-up and good rates. Too bad they can't find faster people to run the desks.

I have had similar experiences with Yahoo!, SBC, and JPM Chase. And even my own company's help desk, ugh! The analyst must skim the message for keywords and send a reply...they get good marks for being prompt. I'm sure for many of the questions, the answer is good. Most people probably ask, "Where is a location near 46556?" rather than assist them as you were trying to do.

Many times I have sent back the same reply you did, "Please READ my message. You did not answer my question."

Customer Service is all about stats...how many calls are CLOSED...not actually answered.

Hopefully FedEx and others will listen to your argument...it is a common problem that can be fixed.

I've had mixed experiences with Fedex (and with UPS as well). Most of the time Fx is pretty good about making deliveries to us (we live in a rural area and have an agreement with the Fx driver to leave packages hidden behind the entry gate columns), but once in a while, Oh Brother, can they screw up!

The latest was a delivery (signature required) of some computer peripherals that I had requested be held until our return from a trip. The woman I spoke with said that they could do that although it was irregular. They must have put the damn package on the truck the next day because it was in the bushes, rain-stained and all, when we got home.

A look at the tracking history showed the delivery date and it was signed for (by who?).

Who do you complain to well after the fact?

Uhm, Randy... Unless there was more to it than what you posted, the second response sounds just as canned as the first. It looks like all they did was slap some other annoymous CSR's name at the bottom of a standard reply and hit send. It's nothing but a ploy to placate you while they continue on with business as usual.

All the while the problem you brought to their attention may or may not be being addressed. The only way to know for sure in your case is to check the Fed Ex location site again. You're lucky... at least you have a way to know for sure that they got your message and acted on it. Most customers will never know if anyone actually cared about their concerns. The sad part is that many will go away from the interaction either with the false hope that someone is listening, or totally fed up with the service. Both are completely unacceptable from a customer service standpoint, and the cause of endless frustration from a consumer's point of view.

I have had to go through these very steps with email customer support for every company with which I have attempted to use it over the past 5 years at least. From service companies to retailers to game manufacturers, the procedure seems to be identical. It has become standard practice for companies to not have a live person read your email unless you reply back to the auto-response generated by key words in your initial email. I'm willing to bet the names signed at the bottom of these emails are merely the name of the tech on duty at the time, not someone who actually read your email and felt an automated response was the correct reply.

Invariably the second reply has a different signature but was obviously written by a real person. I used to work tech support for a major internet service provider, so while I do understand the motivation behind this trend (stemming the flow of ignorant questions that could easily have been solved by the customer on his/her own), I can't condone using it in such a blatant and pointless fashion. But it would appear we're stuck with it as standard operating procedure now from basically every company who provides a support email address, and have been for some time.

FedEx? Yuck! Most of the time they can NOT find my house to make a delivery. UPS has no problem at all. My street is listed on city maps. One of my complaints is companies that INSIST on shipping it their way. When I request UPS shipping, I get,"Sorry, we only use FedEx". What if there was a FedEx STRIKE? One can only hope!

I ordered an item and they shipped it by FedEx. It took a long time, so I tracked it. The results showed that it had been delivered the previous week. Not to me, it hadn't ! I called FedEx and they said they'd check. The next day they called back to tell me that the driver said it was delivered. "To who", I asked? I'll spare you all the details, but in the end, it turned out that the driver just left my package at the WRONG ADDRESS. It was lost and had to be reshipped. This time, the shipper used USPS and I got it OK.

Just so you know...UPS is not without service issues of their own. A few months back I received a postcard via the US Mail from UPS advising that they could not complete shipment of a package to me because they "did not have a complete address." I will have to pick up my package at their facility (20 miles from my home).

Wait a second, they managed to mail me a postcard just fine via standard mail, but said my address is incomplete?!?! I verified the address they had mailed the postcard to and confirmed the address was intact AND accurate.

I tried contacting the number on the aforementioned card but could NEVER REACH A LIVE PERSON. So I went to the UPS facility 20 miles away and had to wait twenty minutes for my package because I didn't call ahead(??).

When I did get the package I looked at the address label and, yup, same address as the one on the postcard that found my house with no problem. I asked the clerk about the delivery issue and even he was puzzled as to why UPS couldn't "complete" delivery but could only suggest "maybe the driver didn't want to do his rounds that day."
Yeah, UPS is WAAAAAY better than FedEx. Probably not.

I can't count the number of times I've replied to a reply with "Please actually read what I wrote and answer my issues instead of responding with a nonresponsive, and unhelpful canned reply as you did in the message I'm quoting here", or something along those lines.

Well, at least the online address databases are much better than they were a few years ago.

Several years ago, it wasn't uncommon for a "find nearest location" link on a website from our zipcode would start from midtown Manhattan in New York City (about 45 miles south of us). Now, any site I visit knows where our zipcode is.

Street address, on the other hand, is a whole other issue. Here, too, there is no mail delivery, only PO boxes. (Not rural, just "small town".) Some things (like cell phone purchases) require a physical address in addition to a mailing address, and some address verification systems refuse to find our address. (And we've tried all sorts of variants -- 6/6th/six/sixth st/st./street/etc. -- to no avail.) When we bought a new cell phone a couple of years ago, the cashier was unable to complete the purchase until, after many minutes, a manager came over and did a manual override to tell the computer that the address was valid.

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(Read the article that everyone's commenting on.)