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FedEx Follies Resolution

Posted by House13 (A) on June 6, 2016 at 08:27:16

This is a follow-up to my thread of 5/31 regarding FedEx's inability to complete a Hong Kong shipment for me which cost me a $38.72 cell phone charge. I filed a complaint with FedEx Customer Support on June 1 with the following E-mail:

"On Wed., May 25, I went to your FedEx store location at 737 Dolly Parton Pkwy #6, Sevierville, TN 37862 to ship a 32 pound box to Hong Kong.

I sold an item to a gentleman in Hong Kong. We both agreed I would use FedEx to ship. I confirmed his specific address details with him in an e-mail in addition to what I already had from his Paypal account.

At this FedEx store the clerk was not satisfied with the address because of what the computer required. When she entered Hong Kong as the destination a drop down menu appeared which had perhaps hundreds of specific locations, one of which had to be selected.

I told her that the address was confirmed several times and that was all I had. She replied that a selection must be made from that drop down menu. She could not override, change or revise it. I had no choice but to call my buyer in Hong Kong. He said the address on PayPal and what he gave me was the correct one.

She took my cell phone and began reading the specific place names off that list to him. This stopped when a customer line began forming. She told him to go to FedEx online, see the list for himself, make a selection and call us back. He did this after about 20 minutes and said that none of those specific place selections pertained. Hong Kong was Hong Kong.

I left after an hour wasted and proceeded to UPS with his permission. The UPS clerk did everything on their computer. I did not have to fill anything out but only sign a few documents. There was no drop down menu, no strange Chinese place names, etc. Hong Kong was the destination and that is what their computer accepted. The item was shipped on that Wednesday and my buyer received it on the following Monday without incident.

My cell phone bill shows that call I had to make at FedEx lasted 11 minutes and cost me $38.72. I wasted an hour there and spent money because the FedEx computer does not conform to reality.

I want reimbursement for that cell phone charge. This was not my fault. The clerk should have not taken my cell phone to read an endless list on a long distance call. This should not have been necessary in the first place because the address I gave her was legitimate and accurate. This was proven by UPS having no problem with it and delivering the item on time.

I have proof of the $38.72 AT&T cell phone bill for that date and time which can be provided as well as the UPS receipts showing the item was shipped and received..

Thank you in advance for your time and consideration. I would appreciate a prompt reply."

FedEx Customer Relations replied on June 4 as follows:

"At FedEx Office we strive to provide our customers with prompt, courteous, and professional service, and I take it very seriously when we fail to meet these standards.

Your comments have been forwarded to the branch manager and district manager for resolution. You should be contacted by one of them within 48 business hours.

If you are not contacted, please feel free to call me at 1.800.GoFedEx 1.800.463.3339 press 64 or say FedEx Office Services.

Case 03607765

We regret any inconvenience this has caused you, and look forward to better serving you in the future.
Thank you again for letting us know about this, and have a great day.

Sincerely,

Buzz
FedEx Office Customer Relations"

Today, Monday, June 6, I received a telephone call from the local FedEx Business Center Manager and was told that they will reimburse me the cell phone charge of $38.72.

If this was not surprising enough, they never requested any supporting documentation for the alleged charge. Note also that they never made a sale since the shipment was never completed. Further, my complaint was resolved within the span of only five days time.

This is a rare example of excellent customer service.

This post is made possible by the generous support of people like you and our sponsors:

Atma-Sphere Music Systems, Inc.

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