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Complaining about deliveries is a risky thing in my neighborhood. I’ve heard the stories: someone complains to the post office about their mail going to the wrong house, and doesn’t get mail for a week. Someone complains to UPS or Fed-Ex about an expensive package being left on the steps, and gets no more packages. But I’m going to take a chance and do it anyway. I’ll preface it by saying that I’ve never had any major problems with any deliveries before and all my regular guys are great.
So sadly, I had to send back the great little computer Sony lent me for review. Actually, I was supposed to send it back a few days ago, and Sony made it as easy for me as they possibly could, by including a Fed-Ex return slip in the box. I swapped out the old slip for the new one, resealed the little plastic pouch, taped the box shut, and got online to figure out where I had to bring the box. Then I remembered that I needed to add insurance. The box was worth about $1,400 and I wasn’t going to let it out of my sight until it was insured.
I won’t go into all of the boring details. I just want to say this: Fed-Ex is not set up for occasional users who don’t have accounts. There is nothing intuitive about it and there are no clear instructions for someone trying to make a return and get insurance with a label from someone else’s account. Without an account I had trouble just getting an actual person on the phone.
This morning the driver had no idea what I needed to do to insure the package and reluctantly made a couple of calls (customer service had told me the driver would be bringing something for me to sign). He really wanted me to just hand the box over, but he couldn’t tell me how much Fed-Ex would pay if they lost it. So eventually we got everything squared away, and then he told me that it was my lucky day. That if he had been in more of a hurry he would have told me to go back upstairs and figure it all out for myself. Nice. I told him that as someone who has never had to send a Fed-Ex package before, it was a really frustrating experience. He blamed it on the online and phone people, saying that for drivers it’s all about numbers and they don’t have time to do anything but drop off and pick up. That may be true, but at least the customer service guy wasn’t acting like he was doing me a big favor.
So Fed-Ex, let me just say this. If you don’t need people like me as customers, I actually do understand. There may be an economy of scale thing going on. It may not be worth it to you to deal with people like me. I send about a half dozen packages a month from the post office and I’d love to find an easier way, but you may just be set up for businesses that spend a lot more than I do. That’s fine. But if you do want to get people like me on board, you need to make it easier. And nicer.
Ugh. Almost makes me look forward to my trip to the post office tomorrow. Almost.
Originally posted on Selfish Mom