I just completed a course at a biological laboratory and logged into the FedEx site with my username and password to create shipping labels for twelve packages. To generate these labels I had to enter where they were shipping from. Now, while waiting to catch my plane home, the lab calls to tell me I have to schedule a pickup. The regular FedEx guy, "doesn't do ground". So despite the fact I generated twelve labels with a ship date and address I needed to take the additional step of scheduling??? The website never once told me that. Does the regular FedEx guy hit a button on his scanner to alert HQ that there is a mountain of business waiting to go??? No. So while boarding I call FedEx to schedule the pickup, but nobody will do anything unless I know my account number. I don't know it; I know my username and password, but that's not enough. They want to look up my account based on the phone number associated with it. I am one guy in a company of a couple thousand with seven offices in the US; I have no clue which number the account is registered to. They won't take my word that there are packages ready or even bother to ask where. They fixated on this *** account number when in fact I have clearly entered into their website, twelve times, exactly where packages are shipping from. How many hoops do I have to leap through??? Why couldn't they say when I generated these labels, "call to schedule pickup"? So the plane ***. I pay $16+ on US Air to get wifi and I log in and schedule. I've Friday, today, is greed out and the next date is Monday. I reluctantly choose Monday. The site then tells me I can't ship on a holiday, Memorial Day, so I have to pick Tuesday. That is a five day delay that didn't have to happen. I am livid!!!!!! Here are solutions if anybody at FedEx HQ cares:
1. When a shipping label is generated assume a package needs picking up
2. If a pickup needs to be scheduled say so on the web site when the label is made!!
3. If a panicky customer calls in just ask where the items are and don't focus on trivia
4. Have it so if the Express guy scans a ground package it alerts the mothership that a Ground truck needs to be dispatched.
I would have shipped thirteen packages, but FedEx lost one. It had ~$14,000 worth of equipment in it that I really really needed, but that's a different complaint...
Product or Service Mentioned: Fedex Account.
Monetary Loss: $14000.