FedEx Ground version 1.0 needs a service pack!
Written: Nov 08 '01 (Updated Nov 14 '01)
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Pros: They deliver until 8pm local time. 24 hr customer service #
Cons: Poor customer service. The 24 hour phone line is only for EXPRESS packages!
The Bottom Line: No package, no information. Shipping with FedEx Ground is a crap shoot... craps!
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| cspu's Full Review: FedEx Ground |
Microsoft is notorious for releasing software and the having to patch it with a service pack a few months later. FedEx better start working on service pack one (SP1) for their ground service, they have some serious "bugs" to fix.
The Ground Service overview
Your package is delivered by means other than air. Could be train, truck, scooter, bicycle, or feet. With the FedEx ground service, delivery times are longer and rates are cheaper than the previous FedEx services. They offer 1 - 5 day delivery in the continental USA and 3 - 7 day delivery to Alaska and Hawaii (how do they ship via ground to HI?). FedEx Ground will ship packages weighing up to 150lbs.
As part of the Ground service FedEx offers "Home Delivery",..." a new neighborhood-friendly, residential-only service for businesses that deliver large volumes of packages to homes.". Home Delivery expands the delivery hours to 9am - 8pm, perfect for people that aren't home during the day. They also deliver on Saturday! (but not Monday)
Money Back Guarantee - That's right, FedEx claims that if your Ground package doesn't arrive when they say it will or if they can't give you a status within 30 minutes of your call they will refund your shipping charges. In theory this is a good thing... we WILL see very soon.
Customer Service
You can track your packages via the FedEx website or by telephone. If you still need help, you can press * to get a live Customer Service Rep. I have to admit that as far a live response goes, FedEx is the best I've seen. Often I've pressed * and had someone on the line before I got the phone back to my ear!
All of the customer service people I've talked to have been very friendly, most have seemed genuinely interested in solving my problem. The problem is that they don't have any more information available to them than I do from the website. Calling the CS number only gets you transferred around and told that your package "should be there today".
As far as promptness and friendliness, FedEx Ground's Customer service gets an A. When it comes to helpfulness, it fails miserably. I didn't get any more information than I already had from them.
Delivery Service
I've used FedEx ground exactly twice. I've got a 50% satisfaction rate. The first time, the item arrived right on time with no issues. The second time is still up in the air, no package, no info, and a very frustrated customer. I'd have to say that FedEx ground is on par with other shippers WHEN ALL GOES RIGHT but if there is a problem with your shipment they fall short in correcting it. I can't recommend FedEx ground just because of all the problems I've had getting answers. Their tracking system needs serious help, I can't tell you how annoying it is to call someone for help that only tells you what you knew already 10 minutes before! I don't know if the rates are any cheaper than other carriers, but for my money (and packages) I'm requesting that my items come to me in a big brown truck!
My Story - Additional Reading
Well obviously I've called them a few times so here's my story:
I had a package that never showed up and the "Est. Delivery date" kept being changed to the next day. After 3 days of waiting, I called 1800-Go-Fedex (on Monday) and pressed option 7 (the FedEx Ground option). When I gave the customer service rep my tracking number she said "Oh that's a ground number, I'll have to transfer you to them". I explained that I had pressed the Ground option and I got her, she transferred me and a new CS rep picked up right away. Here is where the trouble began, the CS rep could only tell me what I was reading on the website, she had no idea where my package was or why it was being delayed. She said that it should be there that night and if it wasn't to call back in the morning.
Tuesday Morning - The status of my package was "Unable to locate recipient address". Another call, another transfer and the CS rep said that she would call the facility that was to deliver my package. After 24 minutes (I timed them) she came back and said "They can't find your package anywhere". I said "So what do I do?". She said "Have the shipper file a claim". So I arranged for my shipper to file a claim and then I get a call that afternoon that they have found my package and that I'll have it Tuesday evening.
Wednesday Morning - No package on Tuesday, I called FedEx again, transferred again, the customer service rep verified my address and then told me that they couldn't find my house! I explained that they had been there not a month before, but I gave her turn by turn directions. The rep assured me that it would be there that evening. At 7:15pm my package still hadn't arrived. I called and went through the transfer procedure again and this time the CS rep said that they had until 8pm local time to deliver. If it wasn't there I should call back after 8. No package, I called back only to find out that the Ground Customer Service closes at 8!! Now I'm getting hot!
Thursday Morning - I called and told them about the previous conversations. The CS rep had notes about all my previous conversation. He said that the last note said that they had forwarded my driving directions and my phone number to the facility that was to deliver the package, but that is all the information he could give me. He said his status showed it on the truck for delivery. I told him that is what it has said on the website all week!
Update 11/14/01
My Package did arrive on Thursday night. I called once more Thursday afternoon and the CS rep guaranteed me that the package would be there. I got her name and extension just in case. It did arrive, it was at my door when I got home. I wish I'd been there so I could have asked the driver what the hold up was. The package arrived exactly 7 days late. Oh yea, the Money back guarantee is for the shipper, even if the recipient paid for the shipping!
Recommended:
No
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Epinions.com ID:
cspu
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 in Electronics |
 - Top 500 |
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Location: The Island of Misfit Toys (Alabama)
Reviews written: 116
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About Me:
Sarcastic car audio enthusiast, motorcycle rider, and hunter... and I make NO apologies for it!
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