A few weeks ago a server we were returning via FedEx (bad motherboard) disappeared en route to its Ontario destination. When the online tracking had not had an update in over a week we called FedEx and an investigation into our lost server was started.
This past Thursday the recipient of the server emailed and let me know it had finally arrived. I was pleasantly surprised that FedEx had not lost the server completely. The next day (Friday) Karen from FedEx called. She said she could not find our server and was prepared to offer us the contents value. I informed her that the server had in fact arrived. She seemed surprised by my honesty and was very thankful the server had turned up.
Today a small fedex packaged arrived at our office. Inside was a small basket of tasty chocolates and a card from Karen at FedEx. It read:
“I would like to take this opportunity to thank you for your honesty with the delivery information for the Dell Server you had sent. It is refreshing to know people are still honest and upstanding and I feel they should be rewarded every now and then for their good deeds! - Karen”
Comments
Steven Garrity - November 27, 2006 4:16 PM
They were delicious.
Brad - November 27, 2006 6:14 PM
I think it would have been more honest of you to share them with me.
Chris Wilkinson - November 27, 2006 8:02 PM
Great story, Dan.
Employee - November 28, 2006 11:33 PM
At FedEx,we very much pride ourselves on honesty above all else. All but too often in the shipping world, the competition tends to influence the customer with many pieces of diluted information and targets their inability to understand pricing agreements with discounts that do not apply to their specific needs. They cover this up and hence the customer, not fully comprehending the pricing, will not even begin to peel back the many layers on their billed invoices. FedEx is, for lack of a better term, straight up! We provide the needed information in a timely manner and really try our hardest to do it with the utmost tact and consideration of the customers feelings and needs. We are not perfect by any means, but we strive to ensure that every customer experience is outstanding, it is what we call: The purple promise. We appreciate your story and thank you very much for sharing.
jacqui east - December 13, 2006 5:15 PM
I live in vernon bc and I was wondering what job opportunities you have as a courier with fedex and how i would apply for the position. I would a ppreciate hearing from you as soon as possible.
Thank you
SiG - January 19, 2007 12:21 PM
Honesty is invaluable. I think Karen did the right thing. So many people are dishonest and it's so easy to cheat, sometimes. Dan could've just said he received nothing and take FedEx's money... I know people who have done just that to courier companies.
By her gesture, Karen showed she didn't take Dan's honesty for granted.
Eww - February 7, 2007 1:26 PM
The purple promise? Eww.
frederik - April 19, 2007 8:23 AM
I live in vernon bc and I was wondering what job opportunities you have as a courier with fedex and how i would apply for the position. I would a ppreciate hearing from you as soon as possible.
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Shirley Gallant - May 31, 2007 11:23 AM
Honesty is the best... chocolate.
Mark - July 8, 2007 7:25 PM
No Purple Promise this year, huh? LOL
Thank God I left Fedex. What a shit hole.
jewellery - July 26, 2007 11:54 AM
Kudo's and big ups to Karen from Fedex for following up so nicely. Here, in South Africa, courier company's seem too 'busy' to do that sort of thing. Your situation has happened often with me, with company's like UPS and DHL, and yet they never once ever really truly thanked me for that sort of honesty.
I think there's a lack of training, so that is why many of the managers or people who know what they are doing are just so busy and stressed out. I worked in logistics for 8 years, and know what it feels like myself. It's not an understaffing issue (although it always feels like it) it's lack of adequate training... and lack of proper understanding in terms of how Africa works (ie, trying to impose Western working ideas with Africa can cause some strange issues.) You have to address the problem in a 'holistic' African way to be productive about it (a whole other topic of discussion.)
Mark - July 27, 2007 12:58 AM
Fedex treats it's employees like INSECTS! So, if you don't have anything negative to say about the big Purple Monster that is Fedex, don't say anything at all.
ExEmployee - August 3, 2007 11:23 PM
Fedex is a hell hole. It's a SOULLESS corporation; A THANKLESS company. Thank God I left that HELL HOLE.
canvas oil paintings - August 14, 2007 2:57 AM
This is odd. FedEx here in our country never fail. I’m always satisfied with their services. Their friendly staff is an added bonus. It must be with the management. It’s just so bad that FedEx is used to justify delinquencies done by people.
karen - April 30, 2008 4:18 PM
I work at fedex and love it here it is a great company and with great benefits i recieved a bravo zulu my first 3 months of employment with a $150.00 dollar bonus, and the perks keep coming, thank you fedex you are a great employer and i for one am proud to say i work there
henry chasity - July 26, 2008 11:01 PM
i dont know i think the upper management at fedex is cool but the managers at my building most of them are a bunch of fuking doochbags id love to pop them in the mouth if i could... i didn't call in one time for like 8 months str8 and finally did and was gaven a hard time..we need a union they would have these dicksucking managers by the balls
JOSE DANIEL - August 3, 2008 7:29 AM
FROM :
JOSE DANIEL FROM:
A T G (ADVANCE TECHNICAL GROUP L L C)
P. O. BOX 94333 DUBAI U A E
TEL: 00971 4 2620006, FAX : 00971 42620003
TO:
PRESIDENT FEDERAL EXPRESS
MS / MRS: RECRUITMENT DEPARTMENT
GREETINGS TO ALL OF FEDEX, SIR I AM INTRODUCE MY SELF I AM JOSE DANIEL BORN AND BROUGHT IN INDIA, NOW I AM WORKING IN DUBAI LET COME TO THE POINT ,
THE MOST RESPECTED ONE ESTABLSH IN UNIVERSE , NO 1 IN EXPRESS TRANSPOTATION SERVICE , I AM GIVING MY SALUTATION WITH MY FOLDED HANDS AND I AM PROUD ABOUT TO WRITE THIS LETTER TO MY GREAT FEDEX , MR : PRESIDENT THIS IS ONE OF GREAT AMBITION FROM MY CHILDHOOD ONWARDS I NEED A JOB IN FEDEX ANY OF YOURE SECTION IN EUROPE , WHEN EVER I SAW FEDEX I AM THINK THAT IF I WILL GET A CHANCE TO WOK IN FEDEX , SO I CAN COME UP WITH FEDEX GREAT EFFORT FOR ME IN MY FUTURE AND I CAN BRING MY FAMILY IN A GOOD LEVEL . SO IF I WILL GET A CHANCE I TRY MY LEVEL BEST TO GET FEDEX, SO PLEASE CONSIDER THIS LETTER AS A JOB, SO IAM WAITING FOR THE GREAT REPLY FROM FEDEX PLEASE SEND ME THE GREAT REPLAY TO ME
BY FAITH FULLY
JOSE DANIEL
Mr I F' In Pkg didnt arrive - November 1, 2008 12:39 PM
This is a general message to the previous.
Fedex is just like anyonther company, It takes the people to make it shit , or great. for me this time I believe they work working half assed. Maybe next time you will give 110%.
I think it comes down to individual people , as uposed to the company in hole. Because lets face it FEDEX wants your money and will tell you anything to get it. Just like the rest of todays society.
So in general i would say . Fedex The name sounds just fine , But Fedex ... word of advice .. if you Hire people like that previos post regarding India, People that can not even write , or have no sense of JOB skills. ,, then dont ask why people are cheating you.
India man...
GO to school. Pull your nose out of the fedex's asshole and wipe it off , and Go to school. I dont even know what to say to you.
Learn how to properly structure a sentence, Lern How to spell.
Concider this your GREAT REPLY..
Christopher Hay - April 23, 2009 1:36 PM
I'm glad you had someone at Fed-Ex who had the competence to act and help out! Unfortunately that is far from the (repeated) experiences our own company has had in dealing with Fed-Ex. Almost every shipment we order (that is delivered by Fed-Ex) is lost, mis-placed, redirected etc. We spend hours on the phone with Fed-Ex customer service and it is by no means a stretch of the truth to say each time we receive completely different and contradicting information as to the whereabouts of our shipments. In some case we have had to fight Fed-Ex to put our overnight shipment (4 days late) onto an Air Canada flight to return it to us Even today's overnight shipment is now more than 48 hours late and no gaurentee of delivery. Sheer incompetence, thy name is Fed-Ex.
acido folico - January 11, 2010 5:50 PM
thank you for this interesting info. i was looking for something like this.
i enjoy reading your blog
john - February 13, 2010 5:16 PM
. FedEx here in our country never fail. I’m always satisfied with their services. Their friendly staff is an added bonus. It must be with the management. It’s just so bad that FedEx is used to justify delinquencies done by people
Ed - October 24, 2010 12:56 AM
It's great that the customer was honest, but the most interesting aspects of the story are that the online tracking was never updated and that FedEx didn't even know the package had been delivered. That doesn't sound too efficient. But still better than UPS, which smashed two of my last shipments and lost a third one -- presumably stolen by a driver. The items were glass and uninsurable and the total loss was $1,600. UPS didn't give a damn and provided no information to the shipper or receiver and made no effort to find the missing products. No apologies and no compensation were offered. How UPS runs their business is unbelievable. It's highway robbery.