I just need a chance to vent.
A couple weeks ago I dropped my phone in the parking lot of Cofer’s Chapel. The phone made a loud crashing noise and the battery shot across the parking lot. When I put the phone back together, it seemed to work fine. However, things were not as good as I had originally thought. I damaged the phone in some way, and now every time I touch the back of it, set it down too hard, shut the phone without carefully lowering it, or even look at it funny it resets and turns off.
Thankfully, I’ve had the phone for 2 years and I’m eligible for a free upgrade with AT&T. Thanks to Walmart.com, I found the phone I was really hoping for–the Samsung Eternity. Better yet, I found it for free! I called the company, ordered the phone on Friday, and had it sent to be with 2-day shipping from FedEx. The expected arrival date was last Friday. I tracked the package online and found out it arrived in Nashville on Thursday at 3:35 PM. Looking good, right?
Well, the phone never came Friday. I called FedEx (and after being given 4 different phone numbers) and talked to a lady who told me they were really behind and my phone would arrive on Saturday, guaranteed! I thought a Saturday delivery sounded too good to be true, but she reiterated several times that it would definitely come on Saturday.
Saturday = no phone! Today (Monday) I called up FedEx to check on the problem. The website still says my phone is sitting in Nashville. The lady took my tracking number and was confused. She said the phone should have been to me by Friday and definitely by Saturday. Something was wrong. What was wrong?
FedEx lost my phone! They are now starting an “investigation” to find out what happened. They said it could take 8-10 days for the investigation to take place. If they can’t find my phone after that, then I’ll have to have a new phone shipped to me.
So, even though my phone is broken and I ordered a new phone with 2 day shipping, it looks like I’ll be without that phone for probably another 2 weeks.
I understand mistakes happen. But I also know if you’re in customer service, you shouldn’t make a guarantee to someone you can’t back up. It also seems like someone should be able to step in and clean this up a bit, rather than making me wait 10 days for a phone. This wouldn’t bother me nearly as much if this didn’t happen with the last package I received from FedEx. It finally arrived, but it was late, and the online tracking was never updated.
Hopefully when they ship the phone a second time, they won’t ship it with FedEx.
Tags: Fed-Ex, FedEx, FedUp, Samsung Eternity
March 23rd, 2009 at 7:50 pm
Craziness, because I had drama with FedEx today, too, and the item I was waiting for was also a new cell phone! My drama is a boring story, so I will spare you the details. I finally got my phone though, so my story turned out well. I hope yours does, too!
March 24th, 2009 at 2:08 pm
I had that happen with DHL once…except it was my hearing aid. I refuse to use them anymore. I had to drive an hour to pick it up in Fresno because they “forgot” to put it on the truck for two days.
Dean Jones would be horrified…lol.
April 3rd, 2009 at 6:33 pm
Getting a saturday delivery costs extra. Fedex and UPS only deliver packages on saturday if you pay extra for it. I don’t believe two day delivery is guaranteed either. Not defending them, but people that don’t work in the industry have no idea how many packages that UPS and FedEx ship on a daily basis.