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

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The way to get them to fix their web site is to talk with someone that is in a position to care about the problem -- the manager of the FedEx station in the town that picks up from that drop box.

Next time you are in the FedEx office, why not ask the people at the station to get the problem solved? They would care about the problem and the people at FedEx that do the website might at least listen to fellow FedEx employees.

I am also a Cranky Customer at FedEx right now, and it is a long story. But before I try to give you the highlights, let me say that Robert is right regarding getting the local people to fix the problem. Unfortunately, it is too late to help me.

We bought my son an HP computer for Christmas. You guessed it, HP only ships FedEx. No troubles (as far as we knew). The printer arrived just days later, but the rest of my son’s gift was shipped separately. Checking the website for updates, it became apparent the package was going to arrive while we were on vacation. I tried to call my local FedEx place (just a few blocks from my home) but there was no number listed. You can *ONLY* call the 800 number. I called it, explained my problem and asked if I could delay arrival.

"No, we can't do that, but it'll be OK, they will try to deliver three times, then send you a card in the mail. Call the number and they'll bring it back."

OK, he gets his gift after Christmas. No biggie.

We get back from vacation to find a note on the door announcing "Last Attempt." Closer examination revealed that we had to call within a certain time frame or the package would be returned to the sender. I called (yeah, the same 800 number) and explained the predicament.

"Oh. The previous person must have given you incorrect information. Your ONLY recourse at this time is to pick up the package at your local warehouse."

No troubles. Like I said, it's just a few blocks.

"No sir, you can't pick up at that location. Let's see, your pickup location is (85 miles away!) But they're open for another two hours."

I drove 85 miles in less than 2 hours to discover the FedEx warehouse was deserted (last workday before Christmas) and only through the good work of the local manager, Steve, was I able to get my son’s gift. Steve told me that, in the future, I should call the 800 number and tell them to put a hold on my shipment. He expressed some level of outrage that my large boxes took up space on his truck for three days despite my attempts to warn FedEx of my imminent absence. He also expressed discontent with the inability to call direct to the local office, and gave me his business card with a direct number.

Personally, I will never ship FedEx again, and I have filed complaints with both HP and Tech Depot asking them to change shippers.

In the same category of complaining about mail services, the USPS's "address verification" and assumption that if they can't find you, you obviously don't exist theory is frustrating. Because we live in an area that doesn't deliver mail, I can never get "verified". I am an avid reader of cheap paperbacks, and need a way to dispose of them, other than the one small used bookstore within a 70 mile radius. I found a paperback swap online, thinking this the anwer to my now 4 bags of books cluttering up my garage. I can't be allowed to use their website because they can't "verify" my address through USPS. Sent an email complaining. Their response? Get the USPS to deliver mail to my house. Yeah...right.

I have a soft spot in my heart for UPS. Years ago when they when on strike, the workers in San Francisco found a very novel way to picket. Instead of standing around the warehouses where few people would see them, they broke into groups in their personal cars and followed the trucks (being driven by managers and scabs) around on their routes. When the truck stopped to make a delivery, the picketers got out, circled the truck with their picket signs and shouted slogans. Driver came back, got into the truck, picketers back into their cars and on to the next site!!!

Being a long-time union activist and supporter, I loved the creativity and thinking outside the box. Strike was over in abour 36 hours....

as a letter carrier for the u.s. postal service, i'd like everyone to look at a common thread in these posts: when the other guys can't make a delivery or find a location, who do THEY go to? that's right, they send a postcard via the u.s. mail to locate you to correct things that they can't. that ought to tell you something about who's reliable.

are we perfect? no, but we ARE good enough that the other delivery services use us to find you when they fail to. also, randy, most post offices in the usa now have fedex drop boxes outside as well, which MAY (i'm speaking out of my paygrade here, so don't hold me to this as gospel) relate to part of the agreement we have with fedex regarding that 'last mile' thing, along with our using their airplane network for some of our express mail shipping.

the issue regarding packages weighing more than a pound with stamps affixed is part of the antiterrorist stuff from 9/11, to enable someone within the postal service to put a face to a package in the event that one blows up a plane. the alternative is to ship everything by ground. postage meters include a serial number of the machine used for the postage but stamped packages are anonymous (and let's not forget the dead usps employees from the anthrax attack, just after 9/11).

finally, the csr from fedex brings up a fundamental point that needs to be emphasized: the delivery service, whoever it is, has its first and primary responsibility to the SENDER. they are the ones paying the freight, whether that charge was passed on or not. they get to decide whether a package can be left on the stoop or requires a signature. (a lesson i learned firsthand when my cellphone had to be picked up in person since verizon would not allow a signature-release).

p.s. to the fellow who said he and his brother get mail mixed up after a move over 'five years ago': impossible to put that on the post office as our records for change-of-address are purged after 18 months - more likely the names are cycling through somebody's outdated mailing list.

Just to be accurate, the issue regarding packages weighing more than a pound with stamps affixed dates back to the Unabomber and his anonymous use of the postal service to deliver his bombs. Like the concrete "planters" that got put in place around Federal buildings after the Oklahoma City bombing, not every anti-terror measure in place is a result of the tragedy of 9/11.

Randy, your comment about "canned responses" really struck a chord with me, though not necessarily concerning FedEx. I have had this sort of idiocy directed at my support inquiries more often than I can count. It appears that EVERY large corporation with a web site, and associated support staff, initially responds to inquiries with a canned response, based (apparently) on the subject line of your email inquiry, rather than the body. And, just as in your experience, it is obvious from the reply that NO one bothered to read the inquiry email. I've received similar replies from costco.com, ipower.com, fedex.com, and a spate of others.

I've come to realize that this trend is probably due to some unbelievably huge load of stupid, idiotic email questions received by those support addresses. Just reading some of the stupidity sent to you in response to your "This is True" stories made me have some appreciation for what those poor support people must have to brave. Perhaps that's why they don't bother to send a meaningful reply until you have proven yourself to be a reasonably intelligent person with a reasonably intelligent request. I would guess those canned responses actually manage to satisfy a huge portion of the the people requesting support via email. Sad, but, I suspect, all too true.

I have a problem with Fedex: they can"t seem to deliver a package to me 95%of the time. I live in a rural area, but only about a mile off the black top. When I track it they always say I was not home and I"m sitting here all day waiting. I even called gofedex the night before telling about my problem. Gave them two phone numbers (cell & home). Told them I would meet them. Still could not make it work. Guess I need to hold their hand. Maybe be they should get into another occupation. U.P.S. makes it here all the time.

Well now, isn't this special. Here we all are complaining about problems with various shipping companies, and I come home to find a package in the lobby of my appartment building.

(the address is changed for privacy, but it still illustrates the problems)

This is a box approximately 12 inches cubed. The address label says:

21 Mulberry Dr, Unit 199
Five Docks, NSW Australia

Seems like a valid address, right?

I live at 1 Marine Dr. My appartment building takes up the whole block, and the street is only 1 block long. The lowest appartment number in the building is 291. And my neighbors and I live in Abbotsford, not in Five Docks. The only thing correct in this delivery is the state (NSW) and Country (Australia).

The driver went to the wrong city, on the wrong street, at the wrong building, and left the package for the wrong appartment. He only missed by about 30 miles though.

Who was it? DHL

I'm sure that his paperwork says that the package was delivered appropriately, and somewhere there is someone trying to put a trace on their goods.

You DID say that you are in a rural area and your mail goes to a PO box. If you look in the fedex service quide it clearly states they do not ship to PO boxes, and that is why your zip code was invalid. Maybe you can find out what the zip code is of the location where the drop box was and use that in your address next time so the system doesn't think you are looking for a drop box in a PO box area. Alos, they do not pick up from PO boxes either. I do agree with your post though, they should have been able to convey that simple information to you after reading your first email.

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As someone who actually lives here, I know what services are and are not available. I never said that I'm trying to ship to, or from, a PO box -- that's not the case. And as a rural area, there is not a different Zip Code for the PO boxes; one Zip covers everything in town. The bottom line is, there is a Fedex drop box in town, but the Fedex web site still does not show it, meaning if you don't know the box is there, they say we have to drive many miles to drop off a package. It's unacceptable that this was ever the case; it's pathetic that it's still the case so long after I notified them of the error in their data base, and shows a stunning lack of quality customer service. -rc

I work for Fedex and it sucks!!!!! I can't wait to leave. Just a few more months :O)

As for your precious little packages, they make nice batting practice! :O)

One mad Fedex employee :O(

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If you really are a FedEx employee, you are the reason it sucks. It's your bullshit attitude that keeps it from getting better. Instead of taking your frustrations out on the people who make your job possible, you should be working to improve things. Instead, there's no way it CAN get better. You are exactly what's wrong and why this site exists. -rc

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