I bought a tv stand online from electotronics.com last week, shipped via Fedex Ground. The item was found damaged on opening the box, so I decided to send it back. Called FEDEX and scheduled pick up date the following day (The biggest mistake i ever did). I contacted the shipper soon after i called Fedex and reported the matter to them. They told me that they will send me an RMA LAbel, attach it to the box and ship it back. They wont accept the package without RMA label. Ok fine not a big deal. But UNFORTUNATELY forgot to cancel the pick up schedule with FedEx. The driver showed up next day to pick up the stuff, (I was out shopping at walmart) My wife (didnt know what was going on) gave the stuff to the driver. Bad!!!
I came back home after 10 minutes, called Fedex, told them what happened, asked them if i can get it redelivered to my house. They said no, but can hold it at local wearhouse until I get RMA label. Ok fine!!! The next day, i received RMA from the shipper says" SHIP THROUGH UPS USING THE ATTACHED RMA LABEL". What the hell??? Called fedex again, told them i need my stuff back, the lady at customer service asked me to go pick up from the warehouse 12 miles away from my house. OK, Fine!!! Went there, saw the item right in their warehouse, but the Senior Manager wont release it to me, says that against their policy. Told him the entire story, I wont get my money back if i sent it without the RMA label cuz the shipper wont accept the package. He said he cannot help, it was their policy. WTF!!! My money is on line, told him the entire story, did made sense to me, but not to him. So I asked, what if the shiipper decline the package and deny my reimbursement.? Will you (senior manager) give me my money back??? NO, i wont. He replied. Then what am i supposed to do, I asked? He called the main company (I bought it from a reseller though, not main company) and talked to them, and they said their policy was to sent it back to them. But i didn't go directly thru them, so i dont have to know about their policy, i am worried about the policy of the shipper whom i bought from. They specifically says, they wont accept returns without RMA. Finally I talked to the lady on phone from main company, told her the entire story, made sense to her and she asked the Senior Manager to release the item to me. And i got the stuff (After unsuccessfully trying to convince the manager for about 1.5 hours about my situation). He just didnt care about my problem or my money, just his policy. I even told him I will sign a document saying I picked up the stuff so that he dont get into trouble if that was the issue. But he refused to cooperate.
So my question is WHAT KIND OF CUSTOMER SERVICE IS THIS?
Being an exmilitary personnel, i was there doing customer service.
To me CUSTOMER SERVICE MEANS " make sure customer's problem is solved and he is happy when he walks out of my office."
But this guy was trying to complicate my problem.instead of releasing the item which i paid for, but reshipped by mistake, he told me that its his item now and not mine anymore cuz i returned to ship it back. What an awesome customer service by a Senior Manager at FedEx.
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