When It Absolutely Has To Be There Overnight...It MIGHT
Written: Oct 09 '00 (Updated Oct 16 '00)
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Product Rating:
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Pros: My package was delivered.
Cons: It was late, I had to meet the driver, the customer service is terrible.
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| coldsteel7's Full Review: FedEx Priority Overnight |
I have used all three major postal services in the past month (USPS, UPS and FedEx). I would rate the United States Postal Service highest, then the United Parcel Service, and FedEx would finish fourth of the top three. I'm certain someone else could do it better.
About a month ago, I ordered two books, from two separate companies. The first book was mailed through the United States Postal Service, and arrived in two days. The second was mailed through United Parcel Service, and was one day late (although it was not mailed with any specified priority). Both books were coming across country, and made it to my home in reasonable time.
Last Wednesday, I called my parent office, to have some items overnight express mailed to me. They shipped them out Friday morning, overnight with Saturday Delivery. With Federal Express, you have to specify Saturday Delivery, because "Overnight" only counts weekdays. However, this package WAS designated as Saturday delivery. The cost of shipping from an office 80 miles away was $15.06. For that price, I should certainly expect Saturday delivery.
On Saturday morning I waited patiently for the materials, which were needed today (Monday) no later than Noon. They did not come before the scheduled noon delivery time on Saturday. When I called Customer Service they advised me that Overnight Delivery is only guaranteed to arrive by Monday before 10:30 AM. I wish I would have taken the operator's name down. Her information was inadequate, and incorrect.
On Monday morning (this morning) the package did not arrive by 10:30 AM, like I was informed. I telephoned FedEx at 1-800-463-3339. I pressed the "*" key to get a live operator, and inquired about my package. The operator advised me that my address was listed as an invalid address. I explained that it was not an invalid address, and that I had not even received a telephone inquiry. Furthermore, the operator on Saturday never mentioned anything about an invalid address. The operator advised me that she would notify the local distribution network, and try to contact the driver in my area. I asked to speak with the local center myself, but was told I could not. I advised the operator about my time constraints, and asked for an immediate response, at least a telephone confirmation concerning delivery time.
I waited about half an hour, and still had not received a telephone call. It was now 11:00 AM, and I had one hour to obtain my package. I called again, and was advised a second time that I could not personally speak with the local distribution center. The operator gave me a control number and stated that she would have the local distribution center contact me shortly. I advised her about my noon deadline, and she stated that she would include that in her advisory to the local center.
I waited another half an hour. At 11:30 AM, it was looking like I was going to be late for my appointment. I called the FedEx 1-800 number for the third time (this day...fifth time total), and asked where my package was. This time, the operator advised me that she would allow me to speak directly with the local distribution center. Odd...my two prior inquiries REFUSED to allow me to talk to the local distribution center. The woman I spoke with this time was in direct radio communication with the driver on my route. We coordinated a meeting place, and I met him there to obtain my package. I was fifteen minutes late for my presentation, and was somewhat unprepared. However, I managed to shoot from the hip well enough to cover for my lack of preparation time.
As far as having to meet the driver to pick up my package, I am still a bit confused. It seems that he would stop whatever he was doing to deliver an express package that was already two days late. More accurately, it seems like that delivery would be the first stop of the day. Why proceed on a delivery route with an express package, with plans to deliver it "when you get to it." Is that what people are paying an extra ten dollars for? It may not have been convenient to stop here first, but it certainly would have been prudent. I would believed what I was told on Saturday, if the delivery had come first thing Monday morning. Instead, I come away with the feeling that FedEx customer service representatives have absolutely no idea what they are talking about. The answer you get depends on the person who answers the telephone. It's completely hit or miss. And it seems to be miss more often than hit. Out of five telephone calls, only one operator adequately assisted me.
It has been a long time since I have used FedEx. If I have a choice in the future, I will avoid this service at all cost. I primarily use the United States Postal Service (which usually gets a bad rap), and have not had any problems (yet). The USPS has been consistent and timely. A few items that I have ordered from the internet have been shipped United Parcel Service, and only one has been late. The one that was late did not cause me any grief. My one recent experience with FedEx was compounded by their poor customer service. Better customer service representatives could have resolved this problem Saturday, and saved me a lot of trouble. I would not recommend FedEx to anyone who has an alternate option. I am saving my rare "ONE STAR" for this one.
Recommended:
No
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