Wednesday, April 4, 2007
Small Miracles
My 100% positive rated eBayer got back to me. He has faxed the letter twice already and is going for a third time. I wonder what FedEx will try to do this time. Now I just need to contact the claims rep to determine if they actually received the fax and find out what the next step is. Sometimes things look up.
2 reasons not to ship FedEx
He saw it coming and FedEx still fought him every step of the way.
All these people are good illustrations that FedEx does not care about their customer service after a package has been "delivered." Whether the package is delivered in one piece, with contents inside, or to the right person does not really matter because it is always someone elses fault.
What I like best is when FedEx tells the recipient that they made a mistake and they actually received their package but did not realize it. I guess mistakes by FedEx are ineffable according to company policy.
All these people are good illustrations that FedEx does not care about their customer service after a package has been "delivered." Whether the package is delivered in one piece, with contents inside, or to the right person does not really matter because it is always someone elses fault.
What I like best is when FedEx tells the recipient that they made a mistake and they actually received their package but did not realize it. I guess mistakes by FedEx are ineffable according to company policy.
This is fun! (Phone Tag)
So Monday I call in and try to talk to my claims rep. I get her voicemail and leave a message. She returns my call bright and early the next day (yesterday) only to catch my voicemail. So I try to call back and what do I find but a very knowledgable CS rep.
He first asks whether I'm the recipient or the shipper. I tell him I am the recipient and he tells me my claim has been denied. I say "I know, it was denied because I need shipper authorization and I'm having trouble contacting the original shipper so I am trying to get ahold of my claims rep to find out what policies are in place when a situation like this arises." I can't be the only person to have this happen so FedEx has to have some policy in place to help people in my situation, don't they?
This CS rep tells me, flat out, that there is nothing I can do without getting the shippers authorization first. I tell him I understand but I'd like to speak with a claims rep to see what I can do in a situation like this. He says "Okay, thank you for calling FedEx." I say thank you thinking he's going to transfer me to her voicemail... Nope, he hangs up on me.
I call back and I get ahold of a nice woman who transfers me after a shorter less rude version of the conversation above, I get my claims rep's voicemail and leave a message. Stupidly I included in this message what the issue is (that I can't get ahold of the original shipper) and while her first reply was very prompt I have yet to hear back from her the next business day (today, Wednesday).
I'm about to the end of my good faith. It is becoming rather obvious that there are no reasonable means to resolve this conflict through the guidelines established by FedEx so I guess I only have one alternative.
He first asks whether I'm the recipient or the shipper. I tell him I am the recipient and he tells me my claim has been denied. I say "I know, it was denied because I need shipper authorization and I'm having trouble contacting the original shipper so I am trying to get ahold of my claims rep to find out what policies are in place when a situation like this arises." I can't be the only person to have this happen so FedEx has to have some policy in place to help people in my situation, don't they?
This CS rep tells me, flat out, that there is nothing I can do without getting the shippers authorization first. I tell him I understand but I'd like to speak with a claims rep to see what I can do in a situation like this. He says "Okay, thank you for calling FedEx." I say thank you thinking he's going to transfer me to her voicemail... Nope, he hangs up on me.
I call back and I get ahold of a nice woman who transfers me after a shorter less rude version of the conversation above, I get my claims rep's voicemail and leave a message. Stupidly I included in this message what the issue is (that I can't get ahold of the original shipper) and while her first reply was very prompt I have yet to hear back from her the next business day (today, Wednesday).
I'm about to the end of my good faith. It is becoming rather obvious that there are no reasonable means to resolve this conflict through the guidelines established by FedEx so I guess I only have one alternative.
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