The FedEx worker- who tossed a customer’s new monitor over a fence, breaking it, rather than walk 10 feet to the front door where the customer stood waiting- probably picked the worst time of year to engage in such shenanigans.
Emotions are running high about shipments as it gets ever closer to the wire for Christmas, and online shoppers are relying more and more on timely, intact delivery of their packages. Certain carriers are well-known for a propensity for not actually waiting until you answer the door, merely leaving a note that you were “out” and to wait for redelivery when in truth, you were camped out on the other side of your front door for eight hours, feverishly awaiting the arrival of the package you’d been tracking all morning via text, email and the online interface. (Many demotivational posters have dubbed one three letter carrier in brown attire “ring and run world champions” for their habit of getting much wanted electronic devices to your door and then absconding with them to “the facility.”)
The FedEx monitor-breaking clip went viral because so many people could sympathize with the buyer’s plight, and perhaps because it confirmed so many of our suspicions about how our goods are treated when they are in transit to us. However, it also kind of makes you wonder if the drivers are allotted enough time to account for holiday season delivery volume, or if they have to do stupid things like chuck a flat-screen device over a massive gate in order to get everything delivered, or face sanctions.
FedEx SVP Matthew Thornton says that he met with the irate customer in person, and the company resolved the issue to the man’s satisfaction. Thornton explains:
“I want you to know that I was upset, embarrassed, and very sorry for our customer’s poor experience. We have met with the customer face to face and they already have a replacement monitor at no cost to them. They have accepted our apology and say they are fully satisfied with what we’ve done in response to this unacceptable delivery.”
In a statement, FedEx said:
“The situation has now been resolved to the customer’s satisfaction, and we are handling the employee according to our disciplinary policies…While we continue to be surprised about the behavior shown, we know this is an aberration and is not reflective of the outstandingFedEx customer service that makes us proud around the world.”
Have you ever been on the receiving end of sucky service from a carrier like FedEx?