Jacket Watch, Day 3

I called the shipper today to let them know that jacket was missing. I spoke with a very nice woman named Sherri who renewed my faith in humanity.

She was polite, fun, efficient... and she said I'd have another jacket (hopefully) by Saturday. Didn't question me when I said FedEx didn't deliver the package as they stated, just wanted to make it right immediately. She even apologized for FedEx -- and agreed with me that getting the new jacket shipped USPS would make any theft or misdirection a federal crime. Sherri was great; I wish there was a way to leave good feedback for her.

I called FedEx later in the afternoon after I ran to the bank. I spoke with Charlotte, who was the most informative person I've encountered so far with FedEx. She said the depot received the notification. The driver was supposed to head up here today, retrieve the package, get it processed and then it would be delivered again. I reiterated that if the package wasn't here, how would the driver pick it up? I asked this question twice. Charlotte helpfully informed me that the driver was the only one who knew where it was delivered and he had to fetch it and make things right. With any luck, I'll hear from this depot tomorrow.

I took the time to explain to Charlotte that if the previous agents hadn't set up false expectations, I wouldn't have needed to call a third time. Give me the information I need; don't chitter with your friends or be so apologetic you forget to tell me important things -- like when I should expect a call or what kind of time frame we're working with here.

This isn't rocket surgery. This is a very simple thing. I want my damn jacket, which is back ordered until Jan. 25 now. Sherri is sending me a black one, though the original order was for a blue one. I can be flexible, I can be reasonable. But don't fuck around. Know your product, know how to support it. Tell your customer that it will take the better part of a week to locate something YOUR COMPANY LOST.

Or go find a job where they don't give a fuck about anything except whether or not the customer was given the correct change.

Three cheers for Sherri.

FedEx... doing the foxtrot tango...