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 do not 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 could not find anyone with that 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 wrongdoing rather than apologizing or working to resolve the problem and make the customer happy. And I am sure that is intentional, in order to discourage people from attempting to recover their losses.
The most recent incident was a Christmas gift sent by us to an investor that arrived broken and a day late. They have an excuse for both mistakes: they do not pay to replace or repair ceramics, and of course bad weather made them late.
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