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FedEx Deceptive Practices

08/23/06 | by JAdP | Categories: Personal

I've been having a lot of trouble with web based vendors sending the wrong information. First, let me say that they need need a better order fulfillment & inventory control system. Perhaps something like the RF Warehouse solution from our partner, Eleusinian Enterprises, LLC.

But today's treatment by FedEx shows amazingly poor customer service. A return was arranged by the vendor via FedEx Ground. I scheduled a pick-up time via their web site, which allows one to select a date for the pick-up and a time by which that pick-up will be made. I scheduled today, before 11:00 a.m. 'Tis after 1:00 p.m. and they haven't arrived, so I phoned FedEx. At least their IVR system allowed me to get to a human quickly, since resolving a problem wasn't an option. I spoke with Jennifer, who checked with her supervisor, who told her to inform me that those times are preferred times, but that FedEx isn't under any obligation to honor them. I told her that I wanted to enter a complaint, as I felt that the FedEx web site was deceptive, since it allows one to select a time by which the pick-up will occur. She put me on hold again, and then their system dropped the call.

The quality of service from FedEx has been steadily declining over the past few years, to the point that we've dropped our corporate account in favor of UPS and DHL. UPS has started failing to deliver on time this year. So far, DHL has been the only one to consistently provide good service. Maybe it's because one of their founders retired to Half Moon Bay some years ago.

So, do I sit here and wait, and get on with my day?

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I'm Joseph A. di Paolantonio and this blog has two main foci: my interest in food, and my interest in the future. This provides a look into my personal life, and is separate from my consulting work…though there will be overlap. I am an independent researcher, working as a strategic consultant and I'm an executive with over 20 years of commercial experience with a technical interest in the intersection of Internet of Things, with advanced data management and analysis methods. I view data science as a team activity, and I feel that the IoT must be viewed as a system. I am leveraging my past activities to understand the adoption and impact of the IoT; first, as a system engineer in aerospace, where I developed Bayesian risk assessment methods for systems within the Space Transportation System (including the Space Shuttle), Extreme Ultraviolet Explorer, Gravity Probe B, and many more, and second, as a enterprise data warehousing, business intelligence and analytics professional. Between my aerospace and IT careers, I indulged my hobby of cooking by starting a food company, Montara Magic, centered around my chocolate sauces. My education combined chemistry, mathematics and philosophy. I performed research into molten salt fuel cells in graduate school, and in photovoltaic materials for a short time in industry. The lure of bringing the human race into space was strong, and when I was offered the chance to combine my chemistry and mathematics skills to develop new risk assessment and system engineering methods for space launch and propulsion systems – I couldn't resist. I perform independent research and strategic consulting to bring value from the Internet of Things, Sensor Analytics Ecosystems and data science teams.I am a caregiver, a lover of science fiction and speculative fantasy, and my passion to learn has led me to a pilot's license, an assistant instructor in SCUBA, nordic and alpine skiing, sea kayaking, and reading everything I can, in as many topics as I can.

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