'On Time Every Time'

Take a look at the slogan above, its used by Fedex, a multinational parcels company. Now I don't use them, I use either Parcel Force or Interlink. Recently however I ordered some printed goods from an Australian based company who use Fedex for their deliveries.

After placing the order you are supplied with a tracking number which allows you to go online and see where your parcel is, allegedly. I monitored the progress of my delivery noting that 24hours after dispatch, it had travelled from Australia to England, so far so good. It was then scheduled for delivery to me on Tuesday.

Nearing theclose of business tuesday I still hadn't received the package so I rang the helpline and gave them the tracking number. The voice on the other line came back with a smug tone, "It hasn't been delivered because you have given us the wrong address",
"Really", I replied, "Could you read the address back to me please", which she promptly did, guess what, it was in fact the correct address. After pointing this fact out she asked me if I was sure, "Of course I'm sure, it is the same address that Securicor, Parcel Force, Interlink, Royal Mail and TNT use when they deliver to me". After a moments thought she apologised and assured me that it would definitely, certainly be delivered on Wednesday.

Wednesday, near the end of delivery times I was still empty handed, so I rang back. "Oh, dear," said the voice on the telephone, "It hasn't been rescheduled for delivery, Miss X will look into what has happened and ring you back." Two hours later Miss X hadn't contacted me so I re rang Fedex. "Really sorry, Miss X is on the other line and will ring you back shortly.",
"That's fine," I said, "But tell Miss X that time is of the essence, and I need the goods by 12 Noon tomorrow or you can return them to the sender."

I still didn't receive a call that evening, way to go Fedex customer services! The next morning Miss X did indeed ring, "Very sorry, its all been sorted and you're parcel will be with you before noon." At least that's something I thought. How wrong I was, at 12.30 I re rang Fedex yet again and spoke to Miss X. She rang me back with the information that 'everything is O.K., the driver will be with you in an hour, "That's good", I remarked, "I am now on my way to London, so will your driver be following me?"
"Oh, well we can resend it tomorrow"
"Tell you what ", I finally decided, "I will arrange for a PROFESSIONAL parcel company to collect it from you and deliver it to me, in the meantime you might like to consider employing Mr Bean and Frank Spencer to increase the quality of your services!"

Now I fully accept that things go wrong, every parcel firm I have ever used has let me down at some point, but usually when they do, they make damn sure that I have the parcel the first thing the following morning. Fedex managed non delivery 3 times in a row, and their customer service team did their best to ensure that I would never willingly use their services again.

Espresso Coffee Carts, Nationwide Hire

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