Following FedEx protocol, I was provided with a tracking number for a computer I ordered from Dell ( a computer company in the United States); this tracking number was provided so that I could make plans to receive my new computer. As one should, I proceeded to visit the FedEx web site and identify where my package was in the shipping process. In fact, I initially contacted Dell, to get an idea of when I might expect shipment. While Dell informed me that I may receive my computer on the 4th of the month, I discovered by visiting the Dell site, that my computer shipped out on the 26th and that I should expect delivery on the 28th.
This was great. I was going to get my computer well ahead of schedule and I could take on the lead in a project I was working on with some partners promising them that I would have power I needed to complete the project and its critical components. If that was in fact what would occur.
Despite that the tracking information indicated that my package would arrive on the 28th, I returned home only to find out that FedEx attempted to make a delivery on the 27th! What! I double checked my notes and the screen that indicated when the delivery was expected. I printed a copy of the monitor display for certainty. Sure enough, they completely miscommunicated when my delivery would arrive.
Confused I decided to call FedEx and ask if I could pick up the package. An agent told me I could and that the facility where my package was being stored was located in Brockton, MA about a 40 minute drive; in Boston traffic, it was more like 1:10 hour/ minutes- and it was late, already 7:00 p.m. I was not going to be able to get my package that evening. Actually what I told the representative was that 1) Brocton was way too far for me and 2) I would wait until tomorrow.
The events that ensued after these chains of communication and research online to understand better where my computer might be, became only more frustrating.
Continuing to research exactly where my product is, I use the tracking number on the FedEx web site that Dell provided me with and learned that my package was in transit. Anxious to pick up the pace of this project, I decided to take time off from work and await delivery. It never happened! What did happen is this.
After waiting until 6:00 p.m. I decided to call FedEx. A representative picked up the phone after several annoying computer prompts. Now computer prompts should be left for people who do not know what they want or who they need to speak to. I think the first prompt should go something like this "... if you know what course of action you would like to take state it now and we will place you in direct contact with that department." They don't and between that and lackluster call centers, customer service at FedEx is quite disappointing.
Having called back three times now, a customer resolution specialist took my case; why this is so bothersome is because he never resolved my problem. He made an effort to contact the station- that was good. I actually didn't mind being put on hold, if I would actually get some results. What aggravated me was that when he returned to my call, he indicated that "...the delivery was in route..." Even after speaking with the Senior Station Manager, I was assured that the delivery was on the truck and "...it would be delivered tonight..." Imagine my surprise when I pulled up after going to a colleagues (fellow engineer) house, now 10:34 p.m. and my signed package delivery authorization was still posted on the door.
I waited for another hour and no package; I waited two more hours and not package. I called back to customer service (again) and spoke with this gentleman again. Now he began to annoy me because he kept saying to me.1) I've done everything I can... and ; 2) I can't ....I can't ... I can't. Wrong answer! He never even attempted to say. You know what Mr. Willis, We are going to make this right for you. Let me make a recommendation to the senior manager.
My proposal was to transform the situation and figure out how to make an advertisement out of this scenario by going to an extraordinary length and reenacting the event to work in FedEx's favor. That clearly is not going to happen. What else is not likely to happen is that this will go viral and people will consider not using FedEx; heck I will likely still use them, but I will be much more discerning about mailing a package and make more of an effort to send my packages via another carrier.
The entire day has now gone by; it is 11:45 p.m. and I am running out of steam. Funny thing is I am a happy person. I don't recall being this bothered by something for some time. I think what bothered me most is that all the information I was given was wrong: the dates, the times, the delivery; there was no accountability system that made someone behave differently and served my needs.
I don't mind being disappointed, it actually helps to add balance to life; what I have no patience for is complete dysfunction and that is what I experienced with FedEx today. Nobody knew where the package was nor if it would be delivered. We'll see what tomorrow delivers. If I am fortunate, I will receive my package before 10:00 a.m. or at all for that matter- why, because they still do not know where my package is.
No comments:
Post a Comment