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(The Atlantic Wire)   If your company uses Fed-ex for its shipping, you might want to look at this internal e-mail that reveals they've been systematically and deliberately overcharging business customers for YEARS, and then take a closer look at your last Fed-ex invoice   (theatlanticwire.com) divider line 118
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5982 clicks; posted to Business » on 12 Dec 2012 at 10:38 AM (1 year ago)   |  Favorite    |   share:  Share on Twitter share via Email Share on Facebook   more»



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2012-12-12 10:41:25 AM
Left my keys at a hotel on a business trip the other day, asked Marriott to mail them to me. I had my wife pick me up at the airport with a spare set, so no biggy. The hotel lady opted to Fedex priority overnight them to me, which I thought was really nice, but then a week later I got an $80 invoice from Fedex. For keys.

I wasn't too happy with either party.

What an uninteresting story.
 
2012-12-12 10:48:31 AM
Unfortunately, this honest sales guy (seriously, when was the last time you heard that) is going to learn the price of being a whistleblower.
 
2012-12-12 10:49:52 AM
A business won't correct a "mistake" that earns them tens, if not hundreds of millions of dollars a year?

This is the most shocking news I've read all day.

error 303: I wasn't too happy with either party.


Always ask who it's being billed to; if you don't, it's you. Lesson learned, I suppose. Still sucks.

Anything I ever need FedExed I have sent to the office. They can have fun trying to get that $80 from the property management company.

/not always convenient
//always free
 
2012-12-12 10:52:20 AM
FTA: "Now if they win, the plaintiffs could get triple the amount of the overcharges as damages. "


Like long term issues matter. All that matters is quarterly earnings. By the time FedEx gets around to having to pay this, the CEO and other execs who made all of the bonus and salary money by ripping off customers will be long gone and FedEx can just dip into its employee retirement funds to pay the fines.

Move along citizen, your Govt has this under control.
 
2012-12-12 10:58:55 AM
Good thing that the Postal Service is so much more inefficient than the private business. Private companies would never screw their customers.
 
2012-12-12 11:00:55 AM

hinten: Good thing that the Postal Service is so much more inefficient than the private business. Private companies would never screw their customers.


Came in here to post the exact same thing.
 
2012-12-12 11:05:17 AM

error 303: Left my keys at a hotel on a business trip the other day, asked Marriott to mail them to me. I had my wife pick me up at the airport with a spare set, so no biggy. The hotel lady opted to Fedex priority overnight them to me, which I thought was really nice, but then a week later I got an $80 invoice from Fedex. For keys.

I wasn't too happy with either party.

What an uninteresting story.


You expected the hotel to eat $80 for your mistake? The hotel did exactly what I would expect.
 
2012-12-12 11:12:33 AM
I would be interested to know whether Fedex mails the corporate bills or sends them in a fedex letter. If they are using the Post Office, it could be construed as mail fraud, which is a big deal.

I used to get very consistent over billing from UPS - but they were smart enough to never use the mail. All the bills came in a UPS overnight letter.
 
2012-12-12 11:13:24 AM

Loucifer: I would be interested to know whether Fedex mails the corporate bills or sends them in a fedex letter. If they are using the Post Office, it could be construed as mail fraud, which is a big deal.

I used to get very consistent over billing from UPS - but they were smart enough to never use the mail. All the bills came in a UPS overnight letter.


Only in the US does it matter how the fraud gets delivered to your doorsteps.
 
2012-12-12 11:14:33 AM

Insatiable Jesus: FTA: "Now if they win, the plaintiffs could get triple the amount of the overcharges as damages. "


Like long term issues matter. All that matters is quarterly earnings. By the time FedEx gets around to having to pay this, the CEO and other execs who made all of the bonus and salary money by ripping off customers will be long gone and FedEx can just dip into its employee retirement funds to pay the fines.

Move along citizen, your Govt has this under control.


Oh, it is better than that. Class action means that the lawyers will take roughly two-thirds of the settlement off the top, and if enough money isn't left over to reimburse everyone in the suit what they are actually owed (there never is), they divvy it up on a per package basis, usually with a maximum payout of $25 per claimant to insure that everyone gets "something".

Everyone gets something, but nobody gets justice.

The only ones who ever benefit from class action suits are lawyers.
 
2012-12-12 11:24:28 AM
www.adweek.com

Don't be so quick to judge, this could just be the "we can charge whatever we damn well please" gimic.
 
2012-12-12 11:29:16 AM
The company who delivers packages like this:


Would NEVER do anything like deliberately overcharge customers. NEVER!!!!

/fyi, notice he didn't even try the gate
//it was unlocked
 
2012-12-12 11:30:13 AM

BigBooper: The company who delivers packages like this:

Link
Would NEVER do anything like deliberately overcharge customers. NEVER!!!!

/fyi, notice he didn't even try the gate
//it was unlocked


Now with working link!
 
2012-12-12 11:32:11 AM

hinten: Good thing that the Postal Service is so much more inefficient than the private business. Private companies would never screw their customers.


They wouldn't if the punishment was to hang every exec in the company on the first offense. The carrot and the the stick approach works. You can make a metric assload of money as long as you do it honestly. The moment you start cheating people you die. It's the best way to fix corruption in capitalism.
 
2012-12-12 11:36:17 AM

The Jami Turman Fan Club: error 303: Left my keys at a hotel on a business trip the other day, asked Marriott to mail them to me. I had my wife pick me up at the airport with a spare set, so no biggy. The hotel lady opted to Fedex priority overnight them to me, which I thought was really nice, but then a week later I got an $80 invoice from Fedex. For keys.

I wasn't too happy with either party.

What an uninteresting story.

You expected the hotel to eat $80 for your mistake? The hotel did exactly what I would expect.


I wouldn't expect the hotel to use an $80 service when dropping them in a $3 flat rate priority mail enevelope would have just as easily done the trick
 
2012-12-12 11:47:13 AM

The Jami Turman Fan Club: You expected the hotel to eat $80 for your mistake? The hotel did exactly what I would expect.


No, but I would expect the hotel to find a way to get my keys to me promptly at a much lower cost.
 
2012-12-12 11:47:14 AM

Magorn: The Jami Turman Fan Club: error 303: Left my keys at a hotel on a business trip the other day, asked Marriott to mail them to me. I had my wife pick me up at the airport with a spare set, so no biggy. The hotel lady opted to Fedex priority overnight them to me, which I thought was really nice, but then a week later I got an $80 invoice from Fedex. For keys.

I wasn't too happy with either party.

What an uninteresting story.

You expected the hotel to eat $80 for your mistake? The hotel did exactly what I would expect.

I wouldn't expect the hotel to use an $80 service when dropping them in a $3 flat rate priority mail enevelope would have just as easily done the trick


Most people need their keys. Sending them back ASAP makes sense and was the right move by the hotel. If he didn't want to bill then he needs to man up and not forget the important things.
 
2012-12-12 11:48:43 AM
Sounds suspiciously like a John Grisham novel.
 
2012-12-12 11:49:10 AM
CSB time,

We needed to ship an item internationally, and quickly. We typically use USPS or UPS, rather than FedEx, so I went to USPS online and found they had an international express package service. They noted on USPS that the service is a partnership with FedEx.

So we mail the package(it was like 385 dollars) and about a month later I get an invoice from FedEx for the 385 dollars. It has my name on it, my company's name, but no account number. So I call them up and ask what is going on. I am then told that USPS didn't pay them for the package, so I am responsible for the payment. I tell them that I paid USPS, and that they need to collect the money from USPS, not me. I tell them that I can send them proof that I paid USPS for the amount, but she informs me, that they have no way of knowing if it is for this package and that I need to contact USPS and have them contact FedEx to pay it. After 45 minutes of trying to explain that I didn't use FedEx, that USPS and if they want the money they will need to collect from them, I finally told them to shove it and said good luck collecting from me.

A few weeks later I was contacted by a collections agency, I told them that I wanted proof that I sent the package with FedEx and that I agreed to pay, and if they couldn't present that to me that if they contacted me again I would sue them. I didn't hear from them again.

/end CSB
 
2012-12-12 12:04:48 PM

dj_spanmaster: Sounds suspiciously like a John Grisham novel.


Yeah, it's Memphis.
 
2012-12-12 12:07:13 PM
We've repeatedly seen incorrect weights on the boxes we ship with FedEx - 1lb boxes shipping for 50lbs. It doesn't happen much but here and there does really add up. While we managed to get the charges fixed it always takes lots of complaining before it happens. I'm sure most businesses miss these on their invoices.

/ still better than USPS and UPS however
// wish there was another choice though
 
2012-12-12 12:24:26 PM
The most annoying thing I have happen with FedEx is that they'll sit on a box rather than deliver it if it gets to the destination delivery hub early. Just last week I had a box get to the hub a couple days early but they didn't bother putting it on the truck (It could have been delivered Monday, but they didn't actually put it on the truck until Wednesday). The truly amusing thing is they delivered a different package in the meantime (Tuesday), and their decision to not get the package to its destination a day early meant they had to make a separate trip (I live way the hell in the back of a subdivision, so making another trip is a nontrivial amount of time for a delivery service).

It just made no sense... if you have the box on Sunday and you don't want to deliver it until Wednesday, you still might as well put it on the truck on Tuesday when there's another delivery for the same address, just to save the trip.
 
2012-12-12 12:40:20 PM
Semi-related CSB:

My parents ordered a computer and monitor online from a certain big-box retailer last year. This organization placed bulk orders with their supplier (a well-known PC brand) and used FedEx to direct-deliver the merchandise third-party (e.g., they place the order, and the supplier directly fills it to the cusotmer).

Mom got the computer, but the monitor never arrived. She went through a lot of hassle with big-box retailer but they kept stonewalling her. She was online with me rather upset, so I had her read off the packing list information she had with the computer that did arrive.

I have a FedEx account, so I entered in the information - billing zip (the big-box company's, listed on the packing slip) and the tracking number - there to see if the monitor was, perhaps, on the same "shipping" invoice. It takes a couple seconds to "think", then suddenly tells me "account added". "Uh oh," I think, but click on the new link.

Scrolling across my screen was then a list of every third-party shipment placed between the big box company and the computer company, with addresses, names, and estimated delivery dates for all the computers and monitors; anyone with less scruples and more drive could easily have gone to some of the nearby places and waited for the deliveries. I found my mom's (turns out the big-box company had "forgotten" to order any of the monitors for like 80-something customers and placed one large order for them all at once, amazingly on the same day my mom called to complain), then immediately called up FedEx to tell them about the problem. The normal support tech couldn't really understand what was going on, but I finally got them to bounce me to a higher-level tech who sounded like he crapped his pants when I told him what I'd managed to do without trying.

The solution for them is easy - develop a third-party packing slip that doesn't include some of the required information for accessing the account - but obviously there was a huge security hole that no one had seen. I'm not even sure that they've fixed it yet.

/CSB
 
2012-12-12 12:42:29 PM

kregh99: Unfortunately, this honest sales guy (seriously, when was the last time you heard that) is going to learn the price of being a whistleblower.


pretty sure it's going to be a payday for them. the IRS alone awards 30% collected to whistleblowers. the DOJ probably has their own program.

also:
www.film.com
 
2012-12-12 01:15:57 PM

hinten: Good thing that the Postal Service is so much more inefficient than the private business. Private companies would never screw their customers.


But how efficiently did they screw you? That's where the value is added.
 
2012-12-12 01:21:36 PM
I don't like FedEx. They're a pain in the ass. UPS and USPS whenever possible. DHL if it absolutely has to cross international boundaries, and reach my hooker and cocaine grotto with no questions asked.
 
2012-12-12 01:22:53 PM

hinten: Good thing that the Postal Service is so much more inefficient than the private business. Private companies would never screw their customers.


Dammit. You blew the detection circuitry on my sarcasmometer with that one. Know how expensive it is to get sensitive electronic parts shipped out here?
 
2012-12-12 01:25:30 PM
I just ship. Billing is a whole other department.
 
2012-12-12 01:29:40 PM

Mr. Tweedy: We've repeatedly seen incorrect weights on the boxes we ship with FedEx - 1lb boxes shipping for 50lbs. It doesn't happen much but here and there does really add up. While we managed to get the charges fixed it always takes lots of complaining before it happens. I'm sure most businesses miss these on their invoices.

/ still better than USPS and UPS however
// wish there was another choice though


DHL!

Oh, wait...
 
2012-12-12 01:44:54 PM
I always ship Jiffy Express.

v021o.popscreen.com
 
2012-12-12 01:44:57 PM
This is why i never used them
 
2012-12-12 01:57:32 PM
ITT about FedEx here is my musings

I bought a $15 usb charger from Apple during Black Friday which came with free shipping. FedEx route. China -> HK -> Alaska ->Some midwest city -> some small Canadian city -> my city -> me. In 2 days.

Just thinking about the logistics and ability to do this is pretty amazing. This type of FedEx is cool.
 
2012-12-12 02:11:14 PM
I have an issue w/ Fedex here in Houston. I live in a gated community and Fedex refuses to leave wine at the front office. Most of the time.

Of course, UPS down here isn't much better. They either leave packages at the front without even bothering to check if I'm home or they leave crap on my porch instead of with the office. Yesterday they left a $1200 laptop on my porch. Pissed me the hell off; all the drive home I was thinking "If that's gone when I get back, I'm going to kill someone."
 
2012-12-12 02:25:53 PM

Satanic_Hamster: I have an issue w/ Fedex here in Houston. I live in a gated community and Fedex refuses to leave wine at the front office. Most of the time.

Of course, UPS down here isn't much better. They either leave packages at the front without even bothering to check if I'm home or they leave crap on my porch instead of with the office. Yesterday they left a $1200 laptop on my porch. Pissed me the hell off; all the drive home I was thinking "If that's gone when I get back, I'm going to kill someone."


You deserve all this and more because you chose to live in a gated community.
 
2012-12-12 02:38:40 PM

SDRR: Mr. Tweedy: We've repeatedly seen incorrect weights on the boxes we ship with FedEx - 1lb boxes shipping for 50lbs. It doesn't happen much but here and there does really add up. While we managed to get the charges fixed it always takes lots of complaining before it happens. I'm sure most businesses miss these on their invoices.

/ still better than USPS and UPS however
// wish there was another choice though

DHL!

Oh, wait...


DHL sucks more ass than the USPS. I'm glad they pretty well bailed out of the US market. For a while I had to be really cautious with what I'd buy from a couple places because they delivered via DHL... the DHL driver loved to leave expensive boxes with anybody on my street who happened to be home if I wasn't there. Recipe for disaster, that was.
 
2012-12-12 02:46:22 PM

Insatiable Jesus: FTA: "Now if they win, the plaintiffs could get triple the amount of the overcharges as damages. "

Like long term issues matter. All that matters is quarterly earnings. By the time FedEx gets around to having to pay this, the CEO and other execs who made all of the bonus and salary money by ripping off customers will be long gone and FedEx can just dip into its employee retirement funds to pay the fines.


Damn this sucks. I'd like to see the Exec(s) who thought this was ok bankrupted and strung up.

/Hoping I can retire one day from FedEx.
 
2012-12-12 02:58:57 PM

highwayrun: You deserve all this and more because you chose to live in a gated community.


Don't have much of a choice in the burbs of Houston, especially if you were looking for a place on short notice.

But of course, you're smart and hip and with it and know all that, right? Go back home and get your shine box.
 
2012-12-12 03:19:20 PM

BetterMetalSnake: hinten: Good thing that the Postal Service is so much more inefficient than the private business. Private companies would never screw their customers.

But how efficiently did they screw you? That's where the value is added.


Hey, now. These days it's not about efficiency, it's about EFFECTIVENESS.

See, it doesn't matter how you get the results as long as they are effective!

At least that's the "wisdom" from our Agile trainer here.

/Yes, you could save three days on that project by doing that but isn't it more effective to do it THIS way?
//Four days later: same results and one day behind.
 
2012-12-12 03:23:41 PM
This is why I use UBS.

media1.break.com
 
2012-12-12 03:50:41 PM
UPS > USPS > FedEx

Or at least in my area.
 
2012-12-12 03:56:12 PM

Satanic_Hamster: I have an issue w/ Fedex here in Houston. I live in a gated community and Fedex refuses to leave wine at the front office. Most of the time.

Of course, UPS down here isn't much better. They either leave packages at the front without even bothering to check if I'm home or they leave crap on my porch instead of with the office. Yesterday they left a $1200 laptop on my porch. Pissed me the hell off; all the drive home I was thinking "If that's gone when I get back, I'm going to kill someone."


I hate how they ninja-sticker you door with the "Sorry we missed you!" labels. A few years ago I ordered a laptop from a well-known computer company that rhymes with "hell" and "smell" that shipped to me FedEx. At the time I was living in a second-floor apartment that had the main entrance in the back at the end of the driveway but which had a balcony on the street. You could see cars coming from four or five blocks away, and it got full sun in the mornings. Very nice.

Anyway, I had checked that morning and saw that the box with my new lappy was on the truck, so when I saw the big white van turn down my street I went to get my shoes on and go down to meet the guy. I leave my apartment and head down the stairs just in time to watch the driver - all in the space of three or four seconds - bound up the back steps, slap a missed-you sticker on the glass door, and then ring my doorbell as he was turning to bound away.

The irritating part is that he hadn't planned to deliver the thing in the first place - I had to chase that asshole down my driveway and make him pull the box off the truck, because he thought it was worse to make me drive 45 minutes to their depot out in the exurban wastes rather than for him to wait 15 seconds to see if I'd answer the intercom. So I've known about their contempt for the customer for some time, and TFA doesn't surprise me in the least.

In short, fark FedEx, and I hope their headquarters is stricken with a Ten Plagues of Moses-level bedbug infestation.
 
2012-12-12 03:57:11 PM
FedEX had the audacity to try and deliver a package to a customer that got COVERED IN BLOOD from a box that broke in their truck. (Yes, they said they were shipping blood).

I reamed out our sales rep for that one.
 
2012-12-12 03:57:34 PM

The Jami Turman Fan Club: error 303: Left my keys at a hotel on a business trip the other day, asked Marriott to mail them to me. I had my wife pick me up at the airport with a spare set, so no biggy. The hotel lady opted to Fedex priority overnight them to me, which I thought was really nice, but then a week later I got an $80 invoice from Fedex. For keys.

I wasn't too happy with either party.

What an uninteresting story.

You expected the hotel to eat $80 for your mistake? The hotel did exactly what I would expect.


Because that was the most reasonable option? Regular overnight wouldn't have been OK because morning delivery was super important? Or even USPS 1st class?

If they had bought a plane ticket for a hotel employee and billed him for not only the ticket, but the employee's time, would you say he should have expected to pay for that too?
 
2012-12-12 03:58:47 PM

Vlad_the_Inaner: The Jami Turman Fan Club: error 303: Left my keys at a hotel on a business trip the other day, asked Marriott to mail them to me. I had my wife pick me up at the airport with a spare set, so no biggy. The hotel lady opted to Fedex priority overnight them to me, which I thought was really nice, but then a week later I got an $80 invoice from Fedex. For keys.

I wasn't too happy with either party.

What an uninteresting story.

You expected the hotel to eat $80 for your mistake? The hotel did exactly what I would expect.

Because that was the most reasonable option? Regular overnight wouldn't have been OK because morning delivery was super important? Or even USPS 1st class?

If they had bought a plane ticket for a hotel employee and billed him for not only the ticket, but the employee's time, would you say he should have expected to pay for that too?


I left my hat at Blue Bayou in Disneyland on a vacation in 2010. Disney shipped it to my house in New York. No charge.

I guess it depends on the size of the company?
 
2012-12-12 04:04:30 PM

Robo Beat: I hate how they ninja-sticker you door with the "Sorry we missed you!" labels. A few years ago I ordered a laptop from a well-known computer company that rhymes with "hell" and "smell" that shipped to me FedEx. At the time I was living in a second-floor apartment that had the main entrance in the back at the end of the driveway but which had a balcony on the street. You could see cars coming from four or five blocks away, and it got full sun in the mornings. Very nice.

Anyway, I had checked that morning and saw that the box with my new lappy was on the truck, so when I saw the big white van turn down my street I went to get my shoes on and go down to meet the guy. I leave my apartment and head down the stairs just in time to watch the driver - all in the space of three or four seconds - bound up the back steps, slap a missed-you sticker on the glass door, and then ring my doorbell as he was turning to bound away.

The irritating part is that he hadn't planned to deliver the thing in the first place - I had to chase that asshole down my driveway and make him pull the box off the truck, because he thought it was worse to make me drive 45 minutes to their depot out in the exurban wastes rather than for him to wait 15 seconds to see if I'd answer the intercom. So I've known about their contempt for the customer for some time, and TFA doesn't surprise me in the least.

In short, fark FedEx, and I hope their headquarters is stricken with a Ten Plagues of Moses-level bedbug infestation.


Hope you called in to complain about that.
 
2012-12-12 04:09:31 PM
Yeah, they won't have to pay a dime. They're "too big to fail". Fraud is OK if you're successful enough at it.
 
2012-12-12 04:11:16 PM
My FedEx CSB:

A few months ago, I went on a one-week trip from San Jose to Chicago, and in order to avoid luggage fees and hassles with the TSA, I sent my luggage via FedEx Ground to my hotel five business days prior to my arrival and just carried a backpack with all of my essentials through the airport and various public transit connections before and after the airports. I went with FedEx because their prices were a little better than USPS, their website was much easier to figure out than UPS's, and they could guarantee the day the package would arrive at the hotel. And FedEx performed just fine--the package arrived at the hotel just two hours before I did (and the hotel knew to expect it).

As it turned out, the cost difference between checked luggage and FedEx Ground was only a few dollars, but it was worth it just for not having to carry so much luggage around. Since I only had to carry a backpack during the actual trips, I was able to use light rail on both ends of the trip ($5.50 round-trip in Chicago, and I already had an unlimited transit pass for San Jose), and while I still needed to walk for about 15 minutes on either end of the trip, that was easily doable. Had I brought a checked bag, I would not have been able to do so much walking, and thus I'd have needed to use long-term parking in San Jose and either a taxi or the hotel's shuttle bus in Chicago, any of which would have made the whole trip more expensive (the hotel shuttle alone would have been $20+ each way).
 
2012-12-12 04:14:13 PM
But by all means, let's get rid of the post office. I'm sure this will never happen again.
 
2012-12-12 04:41:46 PM

mainstreet62: FedEX had the audacity to try and deliver a package to a customer that got COVERED IN BLOOD from a box that broke in their truck. (Yes, they said they were shipping blood).

I reamed out our sales rep for that one.


Yeah, unless you work in Hot Topic's online fulfillment department, that's probably not going to go over well.
 
2012-12-12 04:43:09 PM

Satanic_Hamster: Robo Beat: I hate how they ninja-sticker you door with the "Sorry we missed you!" labels. A few years ago I ordered a laptop from a well-known computer company that rhymes with "hell" and "smell" that shipped to me FedEx. At the time I was living in a second-floor apartment that had the main entrance in the back at the end of the driveway but which had a balcony on the street. You could see cars coming from four or five blocks away, and it got full sun in the mornings. Very nice.

Anyway, I had checked that morning and saw that the box with my new lappy was on the truck, so when I saw the big white van turn down my street I went to get my shoes on and go down to meet the guy. I leave my apartment and head down the stairs just in time to watch the driver - all in the space of three or four seconds - bound up the back steps, slap a missed-you sticker on the glass door, and then ring my doorbell as he was turning to bound away.

The irritating part is that he hadn't planned to deliver the thing in the first place - I had to chase that asshole down my driveway and make him pull the box off the truck, because he thought it was worse to make me drive 45 minutes to their depot out in the exurban wastes rather than for him to wait 15 seconds to see if I'd answer the intercom. So I've known about their contempt for the customer for some time, and TFA doesn't surprise me in the least.

In short, fark FedEx, and I hope their headquarters is stricken with a Ten Plagues of Moses-level bedbug infestation.

Hope you called in to complain about that.


I did indeed, it went nowhere, and I wasn't surprised in the least.
 
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