| This is a complaint against David F. Rebholz, President and Chief Executive Officer, FedEx Ground, for mis-management of a shoddy organization that has meted out pitiful service, egregious incompetence, and - worst - a dishonest, vacuous pledge to fix a litany of problems that just keep piling up. The main reason for my filing this complaint: FedEx failed to honor its pledge, as proffered by telephone representative agent Lorraine, to have a trace agent call me, and to follow up on Case 923608444. As FedEx (or any person) can glean from the recorded conversation, Lorraine expressly said that I could expect an agent to contact me within two hours of my phone call to FedEx's number: +1.800.548.3020, at or about 5:48 PT on 23-Sep-2011. What leads up to this broken pledge is itself a comedy of errors - or, rather, a tragedy for which I hope FedEx CEO Frederick W. Smith holds FedEx Ground CEO David F. Rebholz responsible. My firm prepared the package in question using FedEx's online label printing; the package was logged into FedEx's Reno facility on 16-Sep-2011. FedEx's website estimated the transit time to the consignee, in Winnemucca (a two hour drive by car), as ONE DAY. Indeed, at the outset, FedEx's tracking said that the package would arrive at its destination on 16-Sep-2011. Instead, and as the tracking record shows, the package wound up in NORTH SALT LAKE CITY (almost certainly via I-80, thus passing THROUGH the town of Winnemucca, where it should have been dropped off). Get this: it did not arrive in North Salt Lake City until 19-Sep-2011. That's three days late and counting. And still not in the hands of my firm's customer. THEN, FedEX screwed up AGAIN by trans-shipping the package … oops - BACK to RENO! It arrived, in the town where it started its voyage, on 20-Sep-2011. To get back to the starting point, it is almost certain that the package traversed I-80 THROUGH the destination town, Winnemucca (where it should have been dropped off), for a SECOND time. Furthermore, FedEx screwed up even more, letting the package languish for TWO DAYS days in Reno. According to FedEx's own online tracking, the package arrived this morning, at 2:06 PT 23-Sep-2011, more than a hundred miles WEST of Reno, in Sacramento. Now if you look at a map, you can see that Winnemucca is EAST of Reno. FedEx sent it the wrong way! Yet another FedEx screw up. Now this may be hard to believe, but, for some reason, and instead of making things right (even after I lodged a second complaint on this debacle, this morning, with Lorraine), FedEx screwed up AGAIN! Yep, they trans-shipped the package from Sacramento to (drum roll, please) NORTH SALT LAKE CITY … for a SECOND TIME. I.e., after more than a week, the package has gone through Winnemucca (where it should have been delivered on 16-Sep-2011) at least THREE TIMES. Meanwhile, my firm's customer STILL doesn't have possession of his package. Summary and description of resolution desired: On 22-Sep-2011 FedEx representative Lisa agreed to waive charges for this shipment. I agreed, but under the presumption that the 22-Sep-2011 delivery date advertised via FedEx's online tracking would be honored. Now that FedEx has fallen short (WAY SHORT) of honoring that, Lisa's remedy is insufficient. In addition, and considering that 1) a FedEx trace agent NEVER DID call me today (much less within the two hour time-frame pledged); 2) the package is, for the SECOND TIME, in North Salt Lake City (having passed through Winnemucca THREE TIMES); and 3) delivery is MORE THAN A WEEK LATE (and with no sign of FedEx EVER delivering it), I am requesting that FedEx Ground CEO David F. Rebholz PERSONALLY a) deliver the package to my firm's customer, no later than 23:59 PT 24-Sep-2011, and then b) pay me a visit, so that he and I can have a face-to-face chat about how he and FedEx Ground are contributing to the disintegration of the United States, and about his sub-par employment standards that parallel our eroding educational system. Failing that, I request that FedEx CEO Frederick W. Smith fire Mr. Rebholz, for engendering unethical mistreatment of customers (both my firm and our client), and for cultivating a culture of incompetence. Mr. Rebholz may not be an idiot, but, under his mis-management, FedEx Ground appears to be trying to imitate a bunch of idiots. And please, don't even start with the isolated incident excuse. |
