Apple sent me an iPod replacement for a recalled version over the holidays. Since I was on vacation FedEx Ground made three attempts to deliver it without me being home. I called FedEx once I returned home and scheduled a delivery for the next Saturday (the only day of the week that I am home). I stayed home the entire day (first day home in nearly 3 weeks) waiting for FedEx and they never showed up.
I called again on Monday. Was escalated to a Customer Service Advocate somewhere in Ohio I think. They did basically nothing but email someone at the Grayslake, IL facility with the package and get them to call me. I was told that the reason that the package didn't show up as agreed originally was because some had a personal emergency. Seriously - FedEx is so dependent on a single person that it can't accommodate a personal emergency?
I offered many alternatives for me to get the package since I'm not home during the week
- I offered that they could change the delivery address to my office
- I offered that they could move the package to an alternative FedEx Ground location closer to my house
- I offered that they could leave the package at my house without signature and I would accept the risk
Neither of these were supposedly possible because of the agreement that is in place between Apple and FedEx.
We finally agreed on a 9-12am delivery window for this morning. It's now 12:45pm and I still don't have the package and have needed to make another round of phone calls. The latest commitment was that the driver would be at my house in 15 minutes. That was 30 minutes ago. I was also now told that they "were going to try to deliver the package to me this morning from 9-12" which was a very different conversation than the one I had the day before with the contact at the Grayslake facility.
For a company that supposedly has a core competency in logistics I'm seriously doubtful and I think it's pretty clear that their ability to handle customer service is atrocious! I will NEVER proactively choose to use FedEx ground again. At least if I use the Post Office I know it's a government run organization and I expect incompetence. Had I known that FedEx was going to waste another 4 hours (or more) of my time on the second Saturday that I've been home in 4 weeks I would have taken the hour to drive to the facility and pick up the *** package. This is all for a cheap $45 iPod!
Product or Service Mentioned: Fedex Delivery Service.