Federal Express Corporation Compliment - This is how you fix a problem
I ordered a Kinect for XBox 360 shipped to my address in Lakewood, CO. Of course, I was very anxious to receive this and was watching the tracking information. On Friday, I checked the FedEx website and saw it was scanned as "Delivered" I called home to see if my daughter had received it and if she had a chance to try it out. She indicated that it had not arrived.
I promptly called FedEx. I spoke with a very polite lady and she agreed there was a problem and it appeared to have been misdelivered to a business. She went into action, and escalated the issue (note I hadn't even had the opportunity to ask for escalation). She spoke with someone else named Shera. Then Shera came on the phone and said she attempted to call the driver but got his voicemail. She took my number and said she would continue to try.
Thirty minutes later, she calls me to inform me that she spoke with the driver and he would retrieve and redeliver the package. About an hour after that, she called me again. This time leaving me a voicemail, informing me that my package had been retrieved and delivered to my address.
That's how you handle a problem. All I had to was bring the problem to their attention, and they took it from there. They also kept me informed along the way! I was not expecting that from such a large company as FedEx. I've said it before; all companies will have an issue now and then. The true measure of customer service, is to see how a company addresses a problem. FedEx passed with flying colors.
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