My order, placed Monday, June 04, 2007 was scheduled to be delivered today (Friday, June 08, 2007) via FedEx.com and was reported “Delivered. Left at front door. Signature Service not requested.”
My wife was home all day and did not hear a knock or door-bell ring during the time that FedEx reports the item as being delivered (approximately 3:30pm local time).
I called FedEx to inquire as to the status and was told they would investigate. FedEx did not return the call.
I called back and advised the FedEx representative that I would have to file a police report within the next hour (the end of extended-business hours at my local police station) and that as routine procedure they would be calling in the FedEx driver. I was then hung up on by the FedEx representative.
I called FedEx back to file a formal complaint against the prior representative with a supervisor (Scott in the Houston Customer Advocacy Team), relayed the relevant information, and has placed on hold while he contacted the “Salt Lake Terminal.”
When he came back on the line I was told that he had spoken with Michelle and requested the number where “the driver could call me back,” which I provided. He informed me that he would call me back to finalize the complaint against the pior FedEx representative and provide me with a case number.
Scott didn’t call back. Michelle didn’t call. The driver didn’t call.
I called back and spoke with Dan Quast in the Kamloops Customer Advocacy Team. While I was on the phone with Dan the driver showed up (in a personal vehicle), package in-hand.
Scott, Dan, and the driver were all very helpful in the matter (as I’m sure Michelle from the local hub was as well). The other customer service reps were entirely worthless. Harsh words, but acurate.
The problem stemmed from FedEx’s system that allows the driver to tag a package once, but not to update it once it’s been read into the system. Fix that, discipline the rep who hung up on me, and make everyone as good as Scott and Dan, and I’m sure the problems will be solved. :: sigh ::