What a bureaucratic nightmare. I imagine I'm not the first person in the world to have something shipped to an old address without thinking. I went online, changed my package to pick-up at this location. The package could have gone to the old spot, but it was inconvenient, and this *should* have been faster.
Man, do these people ever exercise their limited powers to make your life difficult every chance they get. I didn't have anything with proof of address on me. After a few mins i'm able to find other invoices on my phone at that address, but it doesn't matter. I dared to question Fedex policy. My passport and birth certificate weren't enough for ID. After being called a criminal and chased out by a manager who had absolutely ZERO intention of helping me - Dwayne, maybe?
Here's a bit of background:
The rep, a middle-aged woman, expected a utility bill on top of ID for the original ship-to address. The address in question is my best friend's house, where i was staying prior to moving into my new home. There's a concierge there - having packages sent there while i was in the middle of a move seemed a good idea, but I wound up finishing my move prior to the shipment arriving and thought I'd intercept at the FedEx close to my house. Nowhere in the process of managing my shipment and selecting to pick-up instead was this specific documentation requirement outlined.
I even had an email from the shipper (who I know personally) from their corporate domain personally shooting me my tracking number. The shipment was a phone i need for my job.
The agent's refusal to use any sort of deductive reasoning to verify my identity (on top my providing of some the most secure federal identification documents in circulation) makes me question what passes for training.
Even after i could find documentation that would suffice according to her requirements, the manager came out, clearly to try intimidate me, and suggested that what i was "doing' was seen as mail fraud. Mail fraud. In front of a room full of customers. They had already decided they weren't going to help me that day. The culture in that location, somehow, is both bullying AND victimization. According to the notes on the account, as I was told by a rep after i called in again, my frustration was called an "altercation".
I swore once, as i left. The extreme frustration of the user experience overall paired with the suggestion i was a criminal got the best of me. For that single expletive, I apologize. According to a telephone rep, they have noted on the file that i'm not to return to that location again.
Let's be absolutely clear on this: expecting basic problem solving skills from a customer service representative should not be perceived as a threat.
That manager clearly knows he's king of his castle. He's enabled his employees to play the victim and find every excuse to NOT help the customer. This is, quite legitimately, the single worst customer service experience I have witnessed in my life.
That location needs a serious evaluation; I cannot imagine any company on earth that would let experiences like that influence their brand's perception in the marketplace as today's "altercation" did. read more
