posted on October 7, 2005 07:30:33 PM new
Customer in long Beach, 175 miles south of me, wins auction. I shipped item FedEx Ground Mon. the 3rd. Delivery was to be Tues the 4th. Tracking shows it left L.A. terminal Tues at 5:25 AM. Assumed it was on its way to Long Beach to be delivered that day. Tracking doesn't update for 2 days. I called FedEx Thurs. the 6th (yesterday) and asked if it delivered. Their screen showed the same as mine. They said they would do a trace and get back to me. I checked tracking again late yesterday, and it showed where it had arrived in ST. PAUL, MINNESOTA!!! I sent a very apologetic email to the customer and told him to expect it the middle of next week. I decided to call FedEx this morning and raise hell, but first I checked the tracking screen again. It left St. Paul last night at 8:18 P.M. The next line showed it in Ft.Worth at 1:15 AM today, and in L.A. at 4:25 A.M. It was on a vehicle for delivery at 7:29 AM and it delivered at 10:59 AM in Long Beach. I called FedEx to verify this. Also, I wanted to know what type of truck that driver had than can get it from St. Paul to L.A. in 8 hrs with a stopover in Texas. It turns out, when they discovered the mistake, they converted the shipment to next day express, at their expense. By the time I could email the customer to let him know it would be here today, it had already been delivered. I gotta say, they know how to put out the flames on a hot under the collar customer.
A $75.00 solid state device will always blow first to protect a 25 cent fuse ~ Murphy's Law
posted on October 7, 2005 09:52:54 PM new
I fully expected them to put it on a truck coming this way. When they went with next day express, it blew my sox off. They just gained a cheerleader. The customer left glowing feedback for me, as I did for him.
A $75.00 solid state device will always blow first to protect a 25 cent fuse ~ Murphy's Law
posted on October 8, 2005 05:19:46 AM new
I've had UPS convert to over-night when they blew the original ground shipment also. It is fair and proper for them to do so. It's a "sign of the times", I think, when we are amazed and pleased when someone takes accountability for their mistakes.
