The FedEx package was picked up by the FedEx representative on September 20 and was lost by the FedEx service in the Paris (France) airport on October 1. To begin with, FedEx never informed me about the loss of the package. When I discovered that the package was never delivered, I contacted the FedEx service - and this is when the nightmare started. The FedEx representatives were rude and misleading, always lying to me about the case's status. Several times I was told that I do not have to do anything since they have their regular procedure of dealing with similar cases. I was told that the complaint was filed on my behalf and that the Claims Department will be in touch with me due in time. However, since nobody called me, few weeks later I made an attempt to communicate with the mentioned Claims Department. To my surprise, I found that the FedEx representatives were not willing to connect me with the Claims Department. Even when placing a phone call through an automatic service and asking for the Claims Department, my call was always going somewhere else but not to the Claims Department. Whenever calling FedEx, I was always connected to a representative who was then passing my call to another person and so on and so forth, endlessly. I was often placed on hold with the longest waiting time of 25 minutes. Each time I was connected to the next FedEx representative, I was asked to repeat what exactly was in the lost package. Each time the FedEx representative was telling me that s/he has no record of the package's content, although I was specifying it during each of my phone calls to FedEx. Finally, after many days of torture and humiliation, one of FedEx employees told me that my complaint was never filed "on my behalf" and therefore nothing was transferred to the Claims Department. I personally filled out the complaint form (Claim No 33387919) and submitted it by Fax to the FedEx office. At the same time, I filed my complaint with the Better Business Bureau. The BBB received several bureaucratic and formal letters from the FedEx representative. Later, I received a check for $100 from FedEx. I did not accept this check. It was sent back to Madame Sheila Flatt. I consider this pathetic check for $100 as yet another insult coming from the monster-business. Better Business Bureau failed to assist me with my effort to receive complete compensation from FedEx.
The consequences for me are of several natures:
1. Economic loss of $950.
2. Emotional damage: I was lied, insulted, misled and humiliated on multiple occasions.
3. Time loss: should the FedEx representatives be truthful, I would never wait for them "to file a complaint on my behalf"; should the FedEx phone system and employees be truthful, I would be able to either communicate with the Claims Department or would be informed that the customers are forbidden to communicate with the claims department.
4. Business and personal loss of a carrier: due to the lost trust in FedEx business, I had to make an effort on finding another carrier for all my future express mail services. It took time and additional effort to establish this new service.
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