If you read through the "Liabilities Not Assumed" section of FedEx's dis-service guide, you will find that they have excused themselves from virtually every mistake they could possibly make. The money-back guarantee is a lie and you WILL NOT BE REFUNDED if they fail to deliver as promised. They usually use the "bad weather " excuse, but don't stop there. I even had one customer dis-service rep of theirs tell me that in order to process a claim for damage, I had to provide an estimate for the cost of unbending a framed poster that was made and packed by FedEx Kinko's. The box was bent in half during transit. Unbend paper??? Needless to say, I couldn't find anyone with those kind of superpowers, so we ate the cost of the poster (almost $200 and the shipping, $60) and had no poster at the event where it was to be used.
Unfortunately, my boss likes them because he owns stock in FedEx. I maintain a summary of the hours spent trying to fix their mistakes and the results (mostly negative) so that soon, I will be able to convince the boss to switch to UPS. It has become so frustrating knowing that when I call customer service, the first thing they will do is excuse themselves from any wrong-doing rather than apologizing or working to resolve the problem and make the customer happy. And I'm sure that's intentional in order to discourage people from attempting to recover their losses.
The most recent incident was a x-mas gift sent by us to an investor that arrived broken and a day late. They have an excuse for both mistakes: they don't pay to replace or repair ceramics, and of course, bad weather made them late.
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