Friday, January 12, 2007

What Are You Selling?
Just had a run-in this morning with FedEx. Last night I sent a package to the chair of our board. This morning I tracked it and it showed up as undeliverable. "Wrong Address" was the reason noted. So I called Fedex.

The first call: Customer Service Rep (or CSR1) said "We're showing the zip code as having changed, and the recipient as moved."
"That's his address," I said. "He hasn't moved. And I don't think the zip code has changed."
She then proceeded to get a bunch of info from me, info that's already on the Airbill. Then she asked: "What's the recipient's phone number?"
"You don't have that?" I asked.
"It's not showing on my screen."
"But you should have it," I said. "It's on the Airbill."
She got huffy and I gave it to her. She said the package would be delivered by tomorrow.
"Tomorrow's not good," I said. "If it's tomorrow then it might as well not be delivered at all."
"I'm sorry sir. I'll see what I can do," she concluded, a shortness in her voice.

So I hang up and call the board chair.
"The zip code they're talking about is on the west side of Manhattan," he said. "My zip code hasn't changed."

So I call FedEx back and get CSR #2.
"Yes, we're showing the zip code as changed sir," she said.
"How can that be?" I asked.
"You'd be surprised at how many people don't know their zip code," she said.
"I assure you, my 'boss' knows his zip code," I said.
Then things got interesting.
She said the package might be delivered tomorrow.
"Is there someone else I can talk to, because if it's delivered tomorrow I don't think I should have to pay for it."
She told me there was no one. I insisted. After five tries, she said she'd find someone for me to talk to.
I'm put on hold.
Then she comes back.
"Sir, it seems that the package will be delivered. The delivery station got mixed up on the zip code and may have entered it incorrectly."
"So, this is a problem at your end?" I ask.
"Yes, it does seem so."
"So why, on two phone calls, was I told that the problem was at my end."
"I never said that."

Blah blah blah. I won't go on.

FedEx, solve my problem for me. I had to call twice and insist on getting answers, all the while being led to believe it was me (and those around me) who didn't have their act together. It seems that a little investigation on your part would have saved me a bunch of aggravation. It's Friday, we're closed on Monday, and the chair needs a ton of materials by Tuesday. Certainly I'm under the gun, and stressed out. Are the CSR's at FedEx not trained to think "the customer is probably getting flack from all sides, and we are here to help reduce his stress?" FedEx, you're not selling me overnight delivery. You're selling me my weekend!

1 comment:

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