I was supposed to receive my package today (8/9) before 7 pm, so I had someone waiting to sign for it. At 3 pm the driver came and left within seconds of getting there. There is no way the driver drove up, knocked on the door, waited 2-3 minutes like they are supposed to, and then put a door tag on and left. I had someone waiting for the package. They heard the knock, and by the time they got to the door (which was less than a minute), the driver was gone.
When I called to complain, the first customer service rep told me that I could not use a certain expression because of religious reasons. I know for a fact that I can say it, but I cannot tell a CSR where to go. The rep then put me on hold to speak with a manager, knowing that all managers were in a group meeting at the time. How do I know they were in a meeting? I called back and spoke with someone else, who informed me that all management for my area were in a meeting and they were not sure when they would be out. At that point they found a manager/supervisor on the other side of the USA who could possibly help me. When I told this guy (who was actually nice and understood my dilemma) what happened and how upset I was, he patiently listened and told me he would call back with the manager in my area. He also mentioned that they could possibly get my package to me the same day by speaking with dispatch. I could tell he was placating me, but that's fine. At least this guy was willing to do that much.
The supervisor from across the USA (who was a real gentleman) called back and put the manager in my area on the phone with me. The manager in my area tried to talk over me and did not care about the earlier incident (about the religion). He then INSISTED that he was with the driver who came to my house to deliver my package.
Seriously? What manager at FedEx goes out with the drivers? I know people in the mail industry (FedEx, UPS and the USPS... I have a lot of friends). They would send a seasoned driver out with someone for training purposes only, and there has never been any instance where a manager would go out with a driver. Plus, I was told only moments before that this "manager" was in a meeting. The driver was at my house at 3 pm. I called at 3:30 pm and spoke to the "manager," who "went with the driver" at around 4-4:30 pm. I was told by ALL the customer service reps that the driver for my area would not be back until after 5 pm. Hence the reason why they could not re-deliver the same day.
I can't believe the treatment I've gotten. It's got to be the WORST treatment EVER.
I've put a complaint in with the corporate office as well as on here because FedEx needs a wake-up call. Your customer care is terrible. You KNOW you're going to deal with customers who are naturally upset. It's your JOB to make sure the upset customers calm down and that some type of solution can be found AFTER the customer is not as upset. Considering the reason why this customer was upset, can you really blame me for any foul language that comes out of my mouth? Religion or religious beliefs are very unprofessional to even bring up, especially for a mail carrier. Customer service is about helping a customer and meeting somewhere in the middle between the merchant and the consumer. It is NOT your job to add religious aspects, talk over, or rudely lie to customers about situations. If you can't hack it, then get out of that line of business. CSRs around the world know they are going to get the brunt of whatever it is that's caused customers to be VERY upset.
Recently I spoke with the gentleman who was a huge help to me from across the USA. I wanted to call him and express my thanks to him personally and let him know that he was the best person I've ever had to deal with that day (other than the ladies at the corporate office). When I told him how the manager he put me through to had lied about his whereabouts, the gentleman was again really nice about it and did not even try to cover for the other guy who lied to me.
0 comments