We get that accidents happen. What we don’t get is why FedEx won’t tell this guy what happened to his laptop—why it went out for delivery, why it got returned back to the warehouse, why it was then reported damaged and undeliverable, and finally why the person he was sent to for help keeps stonewalling him by responding that his questions are irrelevant.

The only information Minoru has to go on to reconstruct the last, sad hours of his new laptop’s life are the status tracking updates:

• Apr 22, 2008 3:36 AM On FedEx vehicle for delivery
• Apr 22, 2008 5:24 PM At local FedEx facility
• Apr 23, 2008 1:10 PM Shipment exception / Unable to deliver

Wow. So now I’m really disturbed. I called FedEx, and the rep tells me that the package is damaged, and they will not deliver it. I demanded more information, and she switched me to her manager. Ceci Watts at Cincinnati call center was absolutely 0% helpful. You could tell she handled this type of calls frequently. All she could repeat was the same stupid line no matter what I said or asked. This isn’t word for word, but it’s pretty much how it went:
 
Me: So was the package on the truck at 3:36 AM or not?
Ceci: It was a miscellaneous scan.
Me: What does that mean?
Ceci: It was a miscellaneous scan.
Me: So what does it mean? “On FedEx vehicle for delivery” sounds like it at least made it to the truck for delivery. I would like to know if the package made it to the truck, and when and where the package was damaged.
Ceci: That’s irrelevant.
Me: It’s relevant because I need to know why I don’t have my package.
Ceci: It’s irrelevant.
Me: So was it a lie? Are you saying the status was a lie? It never made it to the truck?
Ceci: It was a miscellaneous scan. It doesn’t matter.
Me: This is ridiculous.
 
Ceci insisted that there’s nothing they can do for me, even though they destroyed my package. My laptop was fine until it entered that mysterious 14-hour window on April 22. It was in FedEx’s hands, and it somehow got damaged, and who knows where it is now. The only option for me, Ceci said, was to contact Apple. So even though it’s almost impossible for anybody else to be responsible for the matter, they’re refusing to correct the situation or be helpful about it in any way. Now I have to take my own time to contact Apple, Apple would have to investigate it, then send me another computer.

Minoru, here are email addresses for the executive team at FedEx—if you can’t get anyone on the customer service front line to talk to you like a human, perhaps it’s time to aim higher up in the company.
 
“FedEx destroyed my package, and lied about it” [Moochida]

 
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“Email Addresses For A FedEx EECB”
(Photo: ericrichardson)

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