I ordered a set of business cards for a customer from postcard press, and they were delivered last wednesday. Thing is, the customer wasnt there,and the fedex driver left the cards on the front steps. No one signed for them, and they were left uncovered and out in the open, as the customer had no porch over the steps. The customer was out of town until the next day, and when he returned, there were the cards, on the front steps, destroyed from about 2 inches of rain that came the day before. He called me, and I in turn called postcard press. Postcard press then called fedex, who informed them that it was not their fault.??????????? The postcardpress rep called me today telling me what fedex had said, and that she would talk to her supervisor and call me back later. She hasnt called back yet. Im wondering what to do if postcard press wont reprint and fedex wont reimburse. What do you guys think about this?
Posted by Curtis hammond (Member # 2170) on :
its my experience that Fedex will not leave something anywhere without a signature unless there a prior arrangement signed by the recipient. Then fedex will leave something without a signature...
Sounds like the customer is responsible. No box, no facility, nutin.. He loses..
Posted by Bob Rochon (Member # 30) on :
John,
Good customer service should start with you, Fedex doesn't care, Postcard press prob doesn't care, replace them asap for your customer and learn from this, Next time have them sent signature required or have them shipped to you and hand deliver them.
think of it as if you were the customer, just think of the bragging he will do of your good service. Kinda cheap advertising isn't it. Not to mention he probably will remain a loyal customer.
Posted by VICTORGEORGIOU (Member # 474) on :
Sometimes people Fedex things to the house. If we are not here, they leave a tag on the door. After a second try we have to go to the Fedex office to claim the shipment.
The only exception, as noted in an earlier post, is if the shipper authorizes leaving the package without a signature.
The other possibility is that a "helpful" neighbor signed for the package and left the stuff at the door.
If Fedex left the package without a signature and without an approval, then you've got them, to the value of the insurance. Otherwise they are home free.
The customer service thing is a two edged sword. You want to take care of your customer, and your vendor should want to take care of you. If the vendor will not replace for free, then see if they will negotiate down to a number that keeps you from losing money. If they won't do that, then I would be looking for another business card vendor. My guess is, they will redo the job for free if you will pick up the shipping.
To echo the earlier post, getting the customer out of the middle asap is good customer service.
Also, you should be able to get the Fedex tracking number and check the history yourself at their website.
Keep us posted on how your claim progresses.
Vic G
Posted by Rick Chavez (Member # 2146) on :
I'm with Bob and Victor, the client doesn't care who made the cards and who delivered them, but they do care about the person they ordered them from. if it were me, I would get them reprinted ASAP, and worry about who is going to pay for it later, (unless it's in the thousands) Rick
Posted by John Deaton III (Member # 925) on :
The customer is one of my suppliers, and I am on very good terms with him. He assured me that they are not supposed to leave anything without a signature. Let alone out where anything can happen. I dont know if you know this, but in some areas, and in ours, the fedex ground are handled by people who buy the routes. They use their own vehicles, wear the fedex duds, and work on a per package basis. I was told this today by the fedex air guy in our area. Im definitely not gonna eat this one. More I think of it, guy was a bonehead for leaving them out in the open no matter what. He should have at least put them behind the storm door or whatever. The UPS guys wrap them in plastic if there is no where to leave them out of the weather. At least that would have helped. Ill keep you posted with what happens.
Posted by Checkers (Member # 63) on :
Hiya John, FedEx Ground is the old RPS and all the delivery drivers own their own routes. Not that this helps your situation, but we had a problem with our driver. After enough complaining, I beleive he was terminated. Either way, the new ground guy does a lot better and is a lot more reliable. I would just get the cards reprinted and make the client happy first. Then, persue FedEx for the retail value of the cost of the cards. They won't make it easy though.
Havin' fun, Checkers
Posted by Bruce Evans (Member # 44) on :
We currently are experiencing a similar problem. We had some custom flyers printed. The company shipped them UPS and UPS has lost them. The printing company has since reprinted the flyers and shipped 2nd day air to us. The lost package is for them and UPS to deal with. The way I look at it, they made flyers and we paid for them. Now they got to make them again and UPS paid for them. So....they ended up with 2 orders instead of one.
Posted by Wayne Webb (Member # 1124) on :
John, I don't get too many packages via Fed-X but UPS will not leave packages at a business location in my neck of the woods without a signature. They both leave domestic packages at my house on the front porch, which is out of the weather, but never leave them at my storefront shop without someone there to recieve it.
I agree, make it right with your client first and then settle with Fed-X. They should be responsible.
Posted by John Deaton III (Member # 925) on :
I got a call from postcardpress today informing me that they would reprint the cards and they would have fed ex pick up the damaged cards. Apparently they are going to try and get their money back from fedex. I appreciate their help and understanding in this predicament. Postcardpress is a great company. They do great work and now they have proven they work very well with their customers on problems of this sort. Think of them when you order new cards next time. THis message has been brought to you by tube rose flour. Thanks for the replys y'all.
Posted by Dave Sherby (Member # 698) on :
I have had trouble with Fed X also. I ordered 2 neon signs for a customer. One came in broken. The packages were insured with full discloser of the contents. Fed X flat out refused to cover replacement. My supplier asked them what the hell did I pay insurance for? They didn't care and would not even refund the cost of the insurance! The shipper replaced the sign for me so my customer and I came out alright.
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