So normally I do not rant and normally I will not vent about other businesses however in this case I cannot restrain myself.
Our business has trusted Fedex to handle our documents that need signing and our laptops as they come from China (thanks apple) so when the time came that we absolutely needed a mission critical piece of equipment the next day we chose Fedex. You see we need 5 copies of a 675 page manual printed for Monday morning 8:30 and we had used the local printers in the past. However we would not be finished our portion until Friday ruling out getting it done as the printers are closed on the weekend. Printing it on our inkjet would have cost roughly $600 in ink and getting it done at Staples was $450 as it is a color manual.
So we made the decision to purchase a Xerox 8560/DN and paid $55 worth of overnight shipping from Calgary Ab to Cranbrook BC (376 kms apart). I also ordered maintenance kit and additional waxes which being that we would not need it for the weekend we had it sent Puro Ground.
So here we sit all prepared for the weekend of printing except we only have the waxes and a maintenance kit…. Wait didn’t we get those send via Puro Ground… yup. And didnt we pay for Priority Overnight from Fedex for the printer?.... yup. We didnt get those mixed up did we… Nope!
So I check the tracking number to see where are printer is, might be at the depo or something….
February 14 2008 - 5:30 PM Picked up CALGARY, AB
...
February 15 2008 - 10:30 AM At local FedEx facility CALGARY, AB Package not due for delivery
Package not due for delivery?????? What part of the additional $55.70 you billed me to have it sent as you so eloquently put it “Service type Priority Overnight”
So when will I get it? “Feb 18, 2008 by 5:00 PM”..... well thats close to overnight…..
So at 10:30am when someone last touched my package with a scanner it still could have been sent Fedex Ground to Cranbrook and made it.
So it seems Fedex’s “Priority Overnight” is a general term meaning that they will ship it over a night, not necessarily this night, or the next but rest assured it will be shipped over a night.
So being that I do not like non constructive criticism I have a few points to offer up to Fedex.
1. When you screw up and someone is not going to receive their package when you say it will get there, let them know. It may cost more to staff someone to call people however it is going to cost you more now that you are not receiving the $24 a day/ 5 days a week you are receiving from us and I am sure we are not the only ones you have let down… its the nature of your industry.
2. When your customer who has not received the package that they paid extra to get it the next day calls and you inform them that their package is delayed and has not left the city of origin DO NOT suggest that they drive to Fedex location it is currently at to pick it up… Why did they pay to have it shipped in the first place if they are driving to get it?
3. When asked what Fedex is doing to rectify this issue answering “Nothing you will receive it Monday” probably does not help.
And lastly if someone pays for “Priority Overnight” before you say you can do it you should see if Purolator services that area and see if they will take your package along with their shipment.
/rant