FedEx Apologizes Profusely for Delivery Man's Viral Monitor Toss

53

Comments

+ Add a Comment
avatar

JohnP

My FedEx driver puts my boxes in the sunporch at the back of the house. When I was working for HP, I was getting $15-20K boards shipped to my house daily. Somehow, the delivery place is now stuck in the system even though I have retired and they still put it in the best possible place. Several hundred packages and not one problem due to breakage or moisture or ripped boxes or whatever.  Just had one delivered today as a matter of fact.

 BTW, if you are NICE to your delivery guys, they will bend over backwards to help. Say hello, meet them at the truck if you are home so they don't have to go wandering around finding you or figuring out a place to put the box. Makes all the difference in the world in how they treat YOU as how you treat THEM.

avatar

jonnyohio

Why was it shipped in the mfg's box and not packed and padded into another like all the monitors I have ordered online? The thing was probably broke way before he tossed it over the fence. Not that what he did was right, I am just sayin.

avatar

ABouman

I actually recently reviewed this display, and it arrived at the MaxPC offices in the manufacturer's box (just like it's seen in the video) with no damage done to it.

avatar

kristie

If the monitor and accessories are well isolated inside the manufacturer's box it isn't much of an issue; when I ordered my Dell ultrasharps they arrived the same way and in perfect condition.

avatar

timmyw

Hey, I'm giving props to FedEx for addressing the problem directly. They didn't try to dodge responsibility, threaten the customer for making them look foolish, or get the courts to issue a take-down notice because it shows the FedEx logo.

I have to admit if the customer didn't post this publicly, I doubt the senior VP for operations would be involved, but it seems like they are going to use this as an example to address problems. I bet the driver involved is going to pay a heavy price for this. Maybe he was having a bad day, not trying to excuse his actions but we've all had them, this poor sap just had his bad day in front of 4.6 million people.

From my experience, this guy is the exception and not the norm. At may last job we routinely sent $50,000 cameras through FedEx. I don't recall ever having a properly packaged one broken due to careless handling by FedEx. (Customs officials is another story...)

avatar

smashingpumpin

Awww, he cared a bit that he dropped it at the lawn instead of the driveway. LOFL

 

avatar

JohnP

Looks like he was even aiming for a bush to help break the fall. Of course the bush costs more than the monitor, but what the hell...

avatar

Felonix

This has nothing compared to the crap I saw when I worked at UPS loading trailers. If you had a large box, you got the privliage of larger, heavier boxes being stacked on top of it. If it was small, you were lucky enough to have your box tossed over a wall of large boxes and into a pile of smaller, more fragile packages stacked on the other side. Of course this isn't the company policy and there is a way to do it right, but the people I worked with on the floor almost never did it the company way.

avatar

Bustout

 

If I'd known that it would get that many hits I would have been filming my FedEx and UPS guys doing this. They do it with every one of my deliveries.

I think I'm going to post a sign that says that if they toss the package it will end up on youtube.

 

avatar

Gezzer

Although I do agree with everyone else that the guy should lose his job, or at least have some sort of major disciplinary action occur. I just want to play devil's advocate for a minute. It's a very damming video but we don't know the whole story behind it.

Maybe FedEx has timings for the routes and the guy was running really late. Saw the gate and went "sh@t, no time I'll just lightly flip it over the fence." Stupid move granted

Maybe the customer is a constant complainer about how he/she has to run out to the depot for pick up, and the driver decided "chuck you farly, here's your stupid package." Even stupider move.

Maybe there's no accountablity for driver's and what condition delivery's end up in.

As others have said maybe he was having a bad day for some reason.

In a case like this FedEx should also ask why did an employee think what they did was okay and how many other employee's feel the same? Maybe they get a sh@t wage and don't care. So how about a daily bonus if a driver has no damage claims for that day? Maybe looser route timings. Stuff like that.

I get a lot of deliveries (got keep on the bleeding edge) and the worst problem I've had was drivers just slapping a depot pickup on my door when I was at home. No biggy for me, I don't mind driving to pick it up. So maybe there is some sort of efficiency standard thay have to keep to.

avatar

Carlidan

They really don't care. Most of their packages are insured. Drop it and broke it........... who cares let the insurance take care of it.  Just today, a Fedex truck came, the guy knock on the door and just left package next to the door. 

avatar

biggiebob12345

I use UPS.  FedEx got a second chance and promptly left my package with some random person ... I guess they assume that you know everyone in your apartment complex and surrounding neighborhood.  God forbid if they actually left a note or something in the tracking saying "LEFT AT ADDRESS XXX".

avatar

Gezzer

That was the only time I got really upset with a deliver person.

I have a crazy neighbour (actually been in an institution) who's stalked me, poked a hole threw the common wall in our condo's (was having a psychotic break) and done other extremely scary things like constantly asking me "do you like me like a mom" in her drunken state as she waited outside to meet me as I got home from work. (she's older then my mother). Well Purolator left a package with her because she said "it was all right, we were good friends". And I went a bit ballistic on them. I said they had no idea what relationship we had or didn't have and were taking a major risk leaving a package with a third party just because they said "it was all right".

I then more calmly explained the circumstances and they apologized saying it was a mistake on their part. I've now noticed a change to their depot pickup stickers where they actually ask for a secondary deliver point or the right to leave at my door if I don't want to drive out to the depot. Kind of glad they do that, and as I said I don't mind driving to the depot if I have to so it's all cool. These drivers must not understand what legal problems they leave themselves open to by leaving a package with some not authorized to receive it.

avatar

MrHasselblad

One almost has to wonder... If the video would not have existed, one could almost bet that FedEx would deny the entire thing.

Which is why... My place is wired almost as much as the highriise in the movie Sliver.

Also of interesting note... I've even seen ALL of those above named shipping companies drop off rather high end items (without requiring signature to an unattended residence). Noting quite like seeing a computer costing well over 5k sitting unattended on someones doorstep - even if it is the back door.

avatar

vonskippy

Or you know, the vendor that shipped the flat panel could like, oh I don't know, DOUBLE BOX IT so that it could be tossed over the fence.  Soooooo very tired of getting damaged flat panels, printers, and cases that arrive all dinged up because Newegg is too lazy/cheap to double box them.

Of course they go the other way too.  Ordered a set of 5 ink cartridges for a Photo printer from Newegg and they arrived today - each in it's own 8" by 8" by 12" box.  Checking the labels, they all shipped from the same warehouse in CA.  Thanks NewEgg, no wonder I got shafted on shipping for that order.

avatar

Eoraptor

Most components, IME, are packaged so that they will survive transit with reasonable handling from the manufacturer. they shouldn't NEED to be double boxed to begin with. that new egg or fed ex would rather treat them like wooden building blocks than the fragile items they are clearly marked as is someone els's fault. double-boxing stuff like this is a rediculous waste of materials when I am throwing away or recycling up to half the weight of the bloody container as it is.

avatar

Blaze589

I wonder if things would have gone differently had the gates been open to the property (I figure it's closed since it looks like there is a com system).

avatar

Roll Tide

<p>First I dont work for any freight companies, but expecting the same service you would get in July during December is not being a reasonable consumer. Everyone waits until the last minute to ship their goods through the freight companies and cant figure out why it gets lost, mishandled, or thrown over a fence. Really? I assume everyone reading this site knows that during rush hour traffic is horrible and what to avoid, but yet some of us cant translate that into this scenario. I can tell you I have dealt with higher than reasonable expectations a lot in my career and its always the same. I expected this and this didnt happen. I have said this to one customer that I expected you to think ahead and you didnt so I am sorry come back when you have grown up a little and think about whether or not you should be allowed to get behind a wheel to drive or vote next time.&nbsp;</p><p>&nbsp;</p><p>The moral of this story. Crap happens, Delivery people screw up but customers have a responsibility to.&nbsp;</p>

avatar

Eoraptor

so... the customer has a responsibility to expect that his package will be thrown over a ten foot high fence like a sack of potatoes even though it's marked as fragile?

this is not about some over-demanding customer, this is about some jag off employee who decided since he was having a bad day or running behind he was entitled to ruin hundreds of dollars in electronics and just walk away. What if it had not been a computer monitor? what if it had been a family heirloom or something else similarly irreplacable in a fragile-marked container?

the moral of the story is that you're hired to do a job... do it with some damned competancy no matter what the time of year, or find another line of work. I don't expect you to part the seas to get me my package... I do expect you not to drop-kick it when it's labled fragile.

avatar

Roll Tide

The moral of the story is dont expect everything to work out. One package out of  millions that get shipped will more than likely be destroyed or lost.  Probably more than that. Fedex spends milllions on practices to get the best business the fastest so I am probably sure they have one of the best freight forwarding systems in the world. If it breaks it breaks. Get the company to pay for it and the seller to cover what is not paid for. From my own personal experience every package comes with a industry  standard 100 dollar insurance policy. So Fedex pays for that and the seller covers the rest. 

Even in IT solutions there is something called a SLA, Service Level Agreement. Basically it boils down to the more an IT  Solution works for you the more it costs. A 99% on time would be more expensive than a 95% on time. So while I can empathize with the customer, I can also empathize with the carrier. We as customers expect 100% of everything to go right and that is completely unreasonable. Especially since we as customers dont do everything 100% right. 

avatar

alabasterdragon

 

Based on the condition of packages UPS sends through there Mesquite, TX sort plant, this guy would be employee of the month. In fact UPS would probably have less damaged packages with this guy working there. In the last 12 years I have NOT had a single package that passed through that sorting area that didn't look like it got run over by a tank.

I have a friend that used to sell on eBay. They guy sold a deep sea fishing pole and shipped it UPS. The receiver refused it and sent it back. My friend got it back. He had packed it in a tube. The tube had a footprint in the middle of it. UPS refused to honor the insurance because it was improperly packaged. Needless to say, it went through Mesquite, TX.

 

avatar

arch20002013

You must be on a black list or something.  I live in the same area and ship and receive alot of goods.  Never had any problems with my packages from UPS.  Yes, I am sure they go thorugh the Mesquite processing plant.

avatar

yardGNOME

I never had a horror story like this before, luckily I live in BFE Montana and all the UPS and FedEx drivers are local, so I know where they live! Either way, this driver should be fired and his next paycheck held for paying the monitor he broke quite egregiously.

avatar

nsvander

This might be the reason for online computer companies having high return rates on certain items, the damn delivery drivers just dont care and toss shit around like its a beach ball!

avatar

Bullwinkle J Moose

Ya mean like Newegg getting unbelievably high return rates on defective hard drives due to substandard shipping?

Yeah, I discussed it with them 3 days ago & told them to deny the customers the option of saving $2 on shipping costs just to get a broken hard drive

Somebody has to pay for all those busted drives and an extra $2 or $3 is a small price to pay compaired to $200 for a returned drive + shipping costs

avatar

smashingpumpin

From what I've red buying a couple of HDDs on Newegg from the past and sifting through dozens of customer feedback, MOST of the defected ones were BOUGHT AS "NAKED/BARE DRIVES". I've stuck to buying boxed-retail-version-HDDs online from there onwards. All that extra protection counts despite the absence of a miniscule discounted price!

avatar

niemivh

Since UPS and FedEx, among others, are licking their chops at the chance to crush USPS, I'm sure we'll all be getting this kind of service with no recourse pretty soon.  That is, IF we allow them to destroy USPS.

 

avatar

Eoraptor

Um, the USPS has destroyed itself with piss poor business practices and refusal to adapt to a changing shipping climate. (you know, just like RIAA and MPAA) I'm all for corporate conspiracy theories; but this time there isn't one.

avatar

compro01

Yeah, like getting forced to prefund the next 50 years of pensions, unlike certain other shipping companies.  Not to mention having no control over being able to adjust their prices to "adapt to a changing shipping climate".  Said piss-poor business practises are forced upon them from Congress.

 

And if you think Fedex/UPS weren't pouring money into lobbying and campaign contributions prior to those restrictions being placed on the USPS, you need to do some research and give your head a shake.

avatar

boodiespost

i can't stand that guys voice...

avatar

Kinetic

This is a bit of a lengthy story.
I've had umerous problems with the US Post Office, but this is the one that takes the cake: I once bought a large computer case side panel off eBay, and shipping alone was about $15. But the guy sent something completely different than promised, and when I asked for a refund in exchange for the piece back he refused to refund me my original shipping plus the cost of sending it back. No problem, eBay gets involved, sends me a USPS prepaid label with tracking. Tells me once delivery is confirmed I'll get my full refund. Sweet.
When I'm mailing it back though I'm smart enough to ask about insuring the contents of the package, USPS says I can't unless I pay for the label myself (which sort of defeats the whole purpose of the prepaid label to begin with) so I don't insure it. Whatever. The next day it falls off the tracking grid immediately, a week later I get an email from eBay stating that since they can't confirm the package was delivered I can't be refunded and the case is now closed. I'm out roughly $50.
So I go to the Post with all my documentation, item receipt showing cost, copy of the label with tracking number, printout of them losing it on the tracking, email from eBay regarding how all this works, etc. I calmly and politely explain what happened to the manager. He's rude as hell. Looks at the tracking and tells me I was sending it to myself and it was delivered. "No," I say "I was sending it to CA and the last and only scan was when it was picked up here." So he prints off new tracking info, which says the same thing. I then ask him if they'll refund me my money since the package was obviously lost and their tracking proves it.
"Did you buy insurance?" He asks.
"No."
"You're out of luck then."
Only I couldn't buy insurance because it was a prepaid label. When I tell him this he counters with "then you shouldn't have used a prepaid label". So I ask what the point of tracking is if it doesn't matter whether or not the package gets scanned? He tells me, and I'm not making this up, "It doesn't work all the time. it's just to track the package. It doesn't matter if it gets there or not, without insurance on the package we can't refund you."
I lose it a bit at this point. "Wait" I say. "Isn't it the job of the post office to deliver packages I pay to mail?" He agrees. "Although since nothing I put on a package outside of insurance holds you responsible for the value of the package or my business, then isn't that extortion? Like protection money to make sure my package gets there? A service I've already paid you to carry out? What's to stop you from taking every uninsured package you get, and throwing it in the dumpster out back to keep shipping costs down for your branch? After all, you aren't liable for uninsured contents."
He's a bit dumfounded and just says "I wouldn't jeopardize my job like that. If you have a problem take it up with this number (some 1-800), but I've never seen anyone get their money back."
I say alright, and ask for the printoff he made of the tracking, just to have a USPS document that shows the same info as my records.
"Nope" he says, and crumples it up in front of me in throws in the trash.

And that's why I ship with UPS.

avatar

MastaGuy

A friend of mine had a similar thing happen to him. His wife had something FRAGILE shipped to him. He was working on something on the second floor, and he heard a huge thud at the door. He got up and ran to door and saw a Fed-EX truck ride away. What basically happened was the Fed-EX guy threw the package at the door, barely moving away from the truck. Luckily, Fed-EX refunded him and sent a new package back to him rush delivery. 

I really hope they fire this guy because this is severly unexcusable. If these guys aren't gonna do their job correctly, they really should just be fired

Luckily, the guy that delivers my packages is very kind and hides the packages from theives (not that my neighbors are criminals) and brings them up to the door at nights when people are home, like how a regular package delivery guy should do.

avatar

Archtard

My brother works for a large shipping company and he has way too many stories about his coworkers behaving like this.  Needless to say they are part of the same union as UPS and it is near impossible to fire employees for these actions. I do not believe FedEx is union, but he won't be fired, he will be "sternly" reprimanded.

avatar

bysmitty

I was actually quite please with my Fed Ex guy / girl.  I ordered an expensive printer for my Mom for Xmas and they left it at my back door, not my front door so the retail box it shipped in would not tantilize any unsavory neightbors.  A simple note on my front door directed me to my package where it was nice and safe.

 

...bysmitty

avatar

stradric

I've never really had a bad experience with FedEx or UPS.  During the holidays, they hire a lot of part timers to meet demand.  The quality really drops during this time.  Still, I've never had anything terrible happen.

avatar

Engelsstaub

I had a handgun sent back to me from an FFL/Custom Shop directly from Fed Ex. (Like a dumbass) I asked the deliverer who was about to hand the box to me, "do you know what's in that box?" He obviously didn't so I gleefully told him all about my little HK. His eyes got really big and he almost dropped it.

...like it was a nuke or something :D (He didn't drop it though. Kinda glad as it would have been a little my fault, I guess.)

avatar

someone87

Nice!

I have to have all my guns shipped to a local FFL, and go pick them up in person. Only because my communist state (MI) doesn’t allow guns to be shipped directly to my house. Sucks to have to wait that extra time, and head to the FFL once a month, just to pick up a gun.....

I envy you. 

avatar

Caboose

Awwww muffin!

Just think, it'll be that much sweeter once you get it!

avatar

Engelsstaub

@someone87: I can't say for certain (and I'm too lazy to do the research,) but I think if it's a gun you own you may send it through a private carrier directly to an FFL. The FFL can send it directly back to you.

That was my situation; I sent a Heckler & Koch P7 in to a custom shop for an NP3 finish. I don't think it's possible in any state to have a firearm sent to your house under most circumstances. I believe that all states have to adhere to federal law in that regard.

avatar

someone87

 

Yes, you’re right.

Here in MI as well, so long as I already own the weapon, I can ship it to and from.

In the case of buying a new gun, I have to go through an FFL.

You have an HK P7 as well huh? Nice gun huh? I really enjoy mine.....

I bought one because it's the only fixed barrel 9X19 (9MM NATO) pistol made (to my knowledge).

Same reason why I have a Desert Eagle, fixed barrel in such a large caliber, way awesome.

 

avatar

Biceps

I own a really awesome squirt gun, and I'm not afraid to use it.

avatar

someone87

+1

avatar

Engelsstaub

The P7 is about the only fixed-barrel handgun of that size/caliber worth having. (The Desert Eagle is really in a diff't class, but worthwhile in its own right.) There are similar others, like the Austrian-made Steyr GB (decent but rare now) and some that have outright copied the HK's gas-braking design.

HK actually made another fixed-barrel design called the VP70. It was sort of a flop and had no real locking mechanism...big heavy slide/straight blowback. There's some crappy Hi-Points that employ the same sort of "breech-locking" or lack thereof.

In spite of my past military experience as an MP, I'm really a piss-poor shot with handguns and really more of a collector. ...but the P7 is really nice and makes me look like a better shot than I really am.

But anyway, I don't want to crap up this comment-section with stuff unrelated to computers. ;)

@ Biceps: nice one :P

avatar

Kamicrit

Interesting how a video has to be made for these actions to be put in place. If someone just sent in an email, FedEx would just print it then shread it! 

avatar

Holly Golightly

Gosh, I hope this guy got fired.

Actually, I do have a few horror stories with UPS. First off, they do not bother to go upstairs in the apartment building I live at. They just post a note at the lobby saying I wasn't there to recieve the package, despite the fact I was home, waiting for my package to arrive. So twice I had to wait outside for soo many hours. I actually had to chase the UPS truck to ask them if they have my package. One of the drivers lied to me and said "The GPS told me to go the other way." Mind you, he drove right by the entrance of the building. I came late to work twice. The other guy's excuse was "Oh yes, I have your package, I just could not see the address number. So yes, I have to chase UPS trucks to get my packages. Not anymore, I use FedEx... It is kind of scary knowing that FedEx could be worse. But hey, they actually go upstairs. Oh, one of my UPS packages (Projection screen) was opened. The box look like it was just dragged and kicked around. I guess someone was nosey and wanted to know what comes in a long skinny box or something. Anyhow, I accepted the item because the item itself did not look damaged. It functioned as it should so everything was okay by me, but UPS is a service I will never recommend anybody for home delivery. I suppose the safest way is the Post Office.

avatar

Ghok

Yeah, couriers are pretty bad for people who live in apartments and don't have cars (commonly the same people). Where I live, if you're not home or they don't buzz you, they tell you to pick your package up at a depot on the outskirts of town, where there aren't even bus routes.

I hear a lot of people complain about how bad the post office is, but I've had more packages lost with couriers than the postal service. UPS once lost a package I sent out and wouldn't even refund me the cost of shipping it, much less the value of the items inside. First and last time I ever used them.

avatar

Biceps

I don't hope he got fired - losing your job right before the holidays (or losing your job at all) is a horrible thing.

People get angry and make mistakes, as this person obviously did.  Why he was angry, who knows? Maybe his girlfriend had just dumped him, maybe someone important to him passed away... or maybe he had just found out the FedEx had cancelled the holiday bonus checks so that the the top 3 executives in the company could give themselves a big raise.

What this guy did was unacceptable, but you need to approach these things as a human.  He spiked a monitor, not a baby.

avatar

w2ed

I hope he they let go of his sorry butt - his actions in the video are inexcusable.

When you are hired by a company, you are a representative of that company, whether you want ot be or not.  You have certain rules and certain expectations to be met, and that's regardless of how you are feeling.

When you are handling a customer's products, the customer wants that product exactly as they ordered - not smashed and broken.  I could understand leaving the package in front of the gates to his house, or making an effort to contact the customer before the actions he chose.  We don't see that being done.

Sympathy could and should be extended when the delivery person explores all options prior to risking damage of the package - not for how he was feeling or for whatever holiday it is.  The guy just cost the company not only a monitor, but thanks to this video, potential customers who now see how one of their drivers is irresponsible with their packages.  If I was shipping something out and had seen this, I would consider one of the other companies instead.  That's the kind of loss you do not want as a company -  a monitor is replacable - a customer is not.

Hopefully he'll be seeing the pink slip and the lump of coal he deserves this Christmas.

avatar

Kinetic

Or maybe he's just a dick and doesn't like his job?

I agree with Holly and Stradric. While losing your job would hurt -especially over the holidays- he's still accountable for his actions, and if he isn't doing what he's paid to do, like delivering packages in a safe and responsible manner, well then he obviously doesn't want the job that badly to begin with.

avatar

stradric

I hope he got fired simply because he failed to do his job in such a fantastic manner.  When there are millions of people out there more willing and capable of doing this simple job, it's a shame that someone is filling the position so carelessly.  It should not be tolerated in any role whether it be fast food, package delivery or air traffic control.

Log in to MaximumPC directly or log in using Facebook

Forgot your username or password?
Click here for help.

Login with Facebook
Log in using Facebook to share comments and articles easily with your Facebook feed.