FDX - Big Failure on Mother's Day
05-11-2014, 10:38 AM
#1
Gets Weekends Off
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Joined APC: Jun 2006
Posts: 732
FDX - Big Failure on Mother's Day
I hope this is an isolated "incident" but when one of the gifts (flowers) ordered with FDX Overnight shipping failed to show I called the Company because the tracking showed on truck but no delivery attempt.
Answer: "The driver was overloaded and the delivery is now scheduled for Monday"....
This was not a discount shipment rather from a well used national retailer.
Answer: "The driver was overloaded and the delivery is now scheduled for Monday"....
This was not a discount shipment rather from a well used national retailer.
05-11-2014, 10:51 AM
#2
Gets Weekends Off
Joined APC: Apr 2008
Posts: 204
I hope this is an isolated "incident" but when one of the gifts (flowers) ordered with FDX Overnight shipping failed to show I called the Company because the tracking showed on truck but no delivery attempt.
Answer: "The driver was overloaded and the delivery is now scheduled for Monday"....
This was not a discount shipment rather from a well used national retailer.
Answer: "The driver was overloaded and the delivery is now scheduled for Monday"....
This was not a discount shipment rather from a well used national retailer.
05-11-2014, 11:05 AM
#3
Gets Weekends Off
Thread Starter
Joined APC: Jun 2006
Posts: 732
I am sure they (FDX) are somehow allowed to do this by their contract with each carrier because of their bulk discounts however it looks just a bad for FDX as it does for the retailer. Even if it is somehow allowed by their contract.
05-11-2014, 04:38 PM
#4
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Joined APC: Mar 2008
Position: MD11 Kitchen Bi*ch
Posts: 263
Regardless of payment discounts (direct to retailer or the recipient), there are times when you gotta put the customer first.....Christmas, Valentines and Mother's Day are such examples. Pay the overtime to ensure customer satisfaction!!!!!!
Perhaps the "lets save money and the hel% with them" management concept started by JP and his PAC setup has filtered down to customer deliveries? Sad.... Remember, when the customers start going to Brown or Yellow (or God help us....USPS) we have failed in our number 1 job....customer satisfaction.
It's clear that JP and the PAC group under him don't give two hoots for the pilots, their job is to create an excuse barrier between the pilots and management and very rarely to help the pilots. I wonder if JP has become Sr VP of Pilot/Customer Assistance? If so, his "Assistance" philosophy will drive our customers away.
Regardless, if we missed the target on this one delivery for any reason, we failed. Having the delivery on the truck but not delivered is horrible. The station manager should be reassigned and the driver severely counseled. And I don't mean "Advisory Letters" to them either.......
This is like a hub turning crew deciding at an intermediate stop that they don't want to work any more and deciding that they'll continue the trip on Monday.
Perhaps the "lets save money and the hel% with them" management concept started by JP and his PAC setup has filtered down to customer deliveries? Sad.... Remember, when the customers start going to Brown or Yellow (or God help us....USPS) we have failed in our number 1 job....customer satisfaction.
It's clear that JP and the PAC group under him don't give two hoots for the pilots, their job is to create an excuse barrier between the pilots and management and very rarely to help the pilots. I wonder if JP has become Sr VP of Pilot/Customer Assistance? If so, his "Assistance" philosophy will drive our customers away.
Regardless, if we missed the target on this one delivery for any reason, we failed. Having the delivery on the truck but not delivered is horrible. The station manager should be reassigned and the driver severely counseled. And I don't mean "Advisory Letters" to them either.......
This is like a hub turning crew deciding at an intermediate stop that they don't want to work any more and deciding that they'll continue the trip on Monday.
05-11-2014, 06:24 PM
#5
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Joined APC: Sep 2006
Position: Retired
Posts: 3,717
Perm11FO,
I agree with everything you said concerning customers' packages not being delivered on those "special days." However, we really don't know why it wasn't delivered, and I'd suspect that it wasn't because someone didn't want to pay overtime to the courier. I believe that FedEx Express still puts the customer first, and I hope I'm not wrong about that. Most everyone I know who works for the company is proud of the fact that we've, historically, gone the extra mile for the customer. I also agree that that station manager should be talked to about this incident, if for no other reason than to drive home the point that even one service failure is not what FedEx is all about.
I agree with everything you said concerning customers' packages not being delivered on those "special days." However, we really don't know why it wasn't delivered, and I'd suspect that it wasn't because someone didn't want to pay overtime to the courier. I believe that FedEx Express still puts the customer first, and I hope I'm not wrong about that. Most everyone I know who works for the company is proud of the fact that we've, historically, gone the extra mile for the customer. I also agree that that station manager should be talked to about this incident, if for no other reason than to drive home the point that even one service failure is not what FedEx is all about.
05-11-2014, 08:02 PM
#6
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Thread Starter
Joined APC: Jun 2006
Posts: 732
Perm11FO,
I agree with everything you said concerning customers' packages not being delivered on those "special days." However, we really don't know why it wasn't delivered, and I'd suspect that it wasn't because someone didn't want to pay overtime to the courier. I believe that FedEx Express still puts the customer first, and I hope I'm not wrong about that. Most everyone I know who works for the company is proud of the fact that we've, historically, gone the extra mile for the customer. I also agree that that station manager should be talked to about this incident, if for no other reason than to drive home the point that even one service failure is not what FedEx is all about.
I agree with everything you said concerning customers' packages not being delivered on those "special days." However, we really don't know why it wasn't delivered, and I'd suspect that it wasn't because someone didn't want to pay overtime to the courier. I believe that FedEx Express still puts the customer first, and I hope I'm not wrong about that. Most everyone I know who works for the company is proud of the fact that we've, historically, gone the extra mile for the customer. I also agree that that station manager should be talked to about this incident, if for no other reason than to drive home the point that even one service failure is not what FedEx is all about.
Like I said, hopefully it was a fluke but I would not be surprised to see us on the news this week. Mother's Day delivery is one of our heaviest days after peak.
05-11-2014, 08:13 PM
#7
gets every day off
Joined APC: Mar 2006
Position: Retired MD11 Capt
Posts: 705
"Overloaded?" Wonder who's fault that is?
Should the driver drive while fatigued? Does management insist on doctor's notes every time a courier calls in sick? What are the "FAR limits" for a driver? Should a courier be allowed to spend scheduled time off with his/her family?
We're in the same business. We have the same management. Would not surprise me to find that other employees have similar issues and complaints. Wonder if management "reinterprets" their contract as often as they reinterpret ours… ?
… Oh, wait…
Should the driver drive while fatigued? Does management insist on doctor's notes every time a courier calls in sick? What are the "FAR limits" for a driver? Should a courier be allowed to spend scheduled time off with his/her family?
We're in the same business. We have the same management. Would not surprise me to find that other employees have similar issues and complaints. Wonder if management "reinterprets" their contract as often as they reinterpret ours… ?
… Oh, wait…
05-12-2014, 06:57 AM
#8
Gets Weekends Off
Joined APC: Aug 2006
Posts: 3,931
After the recent UPS failures at Christmas, this needs to be addressed.
I think we need to upgrade to the next generation of information feedback. Sure we give cutoffs, and discounts, to all sorts of retailers. A surge that approaches capacity needs to be noticed and a message needs to go out to retailers.
Something like "you're meeting your discount cap on express shipping on XX day."
One of the shippers is going to have to blink, UPS or FDX, to make it part of a shipping contract. Certain days need real time monitoring. It won't be a popular so this is getting slow rolled or will be ignored altogether.
Essentially people need to notice the problem and ship a few days earlier and specify a shipping date a day(s) earlier.
Incidentally, no matter how much airline belly capacity FedEx buys, it won't fix this problem.
I think we need to upgrade to the next generation of information feedback. Sure we give cutoffs, and discounts, to all sorts of retailers. A surge that approaches capacity needs to be noticed and a message needs to go out to retailers.
Something like "you're meeting your discount cap on express shipping on XX day."
One of the shippers is going to have to blink, UPS or FDX, to make it part of a shipping contract. Certain days need real time monitoring. It won't be a popular so this is getting slow rolled or will be ignored altogether.
Essentially people need to notice the problem and ship a few days earlier and specify a shipping date a day(s) earlier.
Incidentally, no matter how much airline belly capacity FedEx buys, it won't fix this problem.
05-12-2014, 09:31 AM
#9
Gets Weekends Off
Joined APC: Oct 2006
Posts: 945
I hope this is an isolated "incident" but when one of the gifts (flowers) ordered with FDX Overnight shipping failed to show I called the Company because the tracking showed on truck but no delivery attempt.
Answer: "The driver was overloaded and the delivery is now scheduled for Monday"....
This was not a discount shipment rather from a well used national retailer.
Answer: "The driver was overloaded and the delivery is now scheduled for Monday"....
This was not a discount shipment rather from a well used national retailer.
Fail.
05-12-2014, 11:17 AM
#10
Line Holder
Joined APC: Dec 2013
Position: FNG
Posts: 37
My Mom's flowers made it but her chocolates didn't. Called the flower company who then blamed FedEx for not delivering. After asking if the chocolates were shipped separately, they said no and finally said it was their fault the chocolates never made it in the box. I asked them to not blame FedEx if it isn't their fault. Not good if they just pass the blame to the shipper when a customer complains...
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