Federal Express May Get your package to you . . . eventually, Maybe!
Written: Mar 06 '01 (Updated Mar 07 '01)
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Pros: Great name and Reputation
Cons: Poor claims response, Lack of Customer Care
The Bottom Line: If you can spend a little more, go for Federal Express Overnight Priority. Never have they lost a package using this service!
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| viper1963's Full Review: FedEx Ground |
In December 2000 my company switched from UPS to Federal Express for its ground service. The reason why my firm decided to go with Federal Express was due to the fact that Federal Express provided my firm with software that made setting ship dates tremendously easier. Previously with UPS, we had to retain two employees to manually set ship dates. If a shipment was lost, we had to have another two individuals put and retrieve shipping manifests and to perform further research for the UPS claims process.
The first few weeks of shipping with Federal Express went along normally until one day they lost two important shipments to our customer. The first shipment was left on our customer's front porch and was stolen. The second shipment was delivered to the customer without its contents. Each package was worth well over $5,000.00.
FEDERAL EXPRESS GROUND HISTORY
Federal Express purchased RPS last year to compete with UPS's ground service. Federal Express decided to cut a slice of UPS's pie and began serving ground package customers as well. It was easier to purchase an existing company rather than create and develop a ground service from scratch.
Sadly, Federal Express had to assume RPS's previous poor service and claims for which they are slowly rectifying.
FEDERAL EXPRESS GROUND SERVICE
Like UPS, Federal Express divided the United States up in sections. Federal Express Ground service in my local area (California) generally takes 1-2 days and spreads out to 5-7 days for the east coast. No signature is required for all ground service packages unless you declare a package. Declare means purchase additional insurance on the package contents.
Federal Express tracking is very easy using Federal Express web site www.fedex.com. Just enter the tracking number and the status of the shipment appears right before your eyes! Unfortunately, their Ground tracking leaves a lot to be desired of.
DECLARING VALUE TO THE CONTENTS
I highly recommend you purchase this added protection for anything valued at more than $500 replacement value. Why? Because it will protect you should Federal Express lose or damage your product(s).
Ever take a look behind the scenes of Federal Express and UPS? Do you think they are going to treat your package with kid gloves? Wrong! Your package is going to be thrown, dropped, rolled and quite possibly crunched against all sizes of packages. You don't want them to say, "Oops, sorry, we damaged your package but you were only insured up to $100. Tough luck. See 'ya!"
SIGNATURE REQUIRED
This is very important if your contents are expensive. Always required an "Adult Signature". This means an adult over the age of 18 years-old must sign for the package before it is released. This protects you as well as your recipient.
THE CLAIM PROCESS
You must call Federal Express at (800) 463-3339 ask for Federal Express Ground Service Claims. Federal Express requires the following for ALL claims:
• A copy of Federal Express tracking number. This will be your claim number.
• Copy of proof of value of the contents. This can be a sales invoice, catalog or other proof of replacement value.
• A completely filled out claims form. Claim forms can be found on Federal Express web site at www.fedex.com.
• Fax this information to Federal Express claims department in Pittsburg, Pennsylvania.
When you call the number above, it will be their Federal Express call center. They will forward you to their ground service claims department. I highly bet their employees were trained to say, "I am sorry but the claims process is 4-6 weeks. We need the time to investigate your claim and then it goes to an investigator who in turn will respond to your claim". This is the same answer I get from their employees when I call them twice a week for updates on claims I have made.
A Federal Express employee informed me they have hundreds of 'dead' packages sitting in their unclaimed department. These dead packages could be problems with zip codes, no such address, no one at the listed address or address label was unreadable. But they normally do not even check these areas until customers breath down their backs to check up on them. Interesting!
When it comes to claims, I'd rather use UPS. UPS generally issues a claim number within several days of initiating a claim. This claim number is good as cash and we generally get paid within two weeks.
THE HEADACHES
Federal Express will not divulge contact names or extension number(s) within their ground service claims department. Therefore, if you have any disputes, make sure you write down the names of the person(s) you spoke with. You will have to wait 4-6 weeks for the resolution of the claims.
Keep them on their toes. I am now on a first name basis with many of their employees because I have been calling them twice a week pestering them about the resolution of my claims. If I do not get paid for the missing shipment, I cannot order my customer's replacement product. Thus, I have several very upset customers on my hands.
PARTING SHOT
If it positively must get there over night, use Federal Express Overnight™. If it can wait, use Federal Express 2nd Day. I cannot recommend Federal Express Ground due the many inconveniences I have had to endure.
Recommended:
No
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Epinions.com ID:
viper1963
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Member: Steve
Location: Southern California
Reviews written: 144
Trusted by: 228 members
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Ua Mau Ke Ea O Ka‘aina I Ka Pono
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