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Help with Fedex (banjo no show)

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Dec 6, 2019 - 10:35:15 PM
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Dave_C

USA

8 posts since 10/11/2019

Looking for some advice. I bought a banjo off of reverb. The seller shipped it out the next day (Monday) and it was suppose to be here on the 5th. Originally the tracking was looking normal. The 5th came and went and the status changed to "Scheduled delivery pending." Since that time, the log shows it bouncing from Arizona to all over Southern California. All the tracking says is "in transit" with no other details. Multiple calls to fedex have been made and they cant tell me squat. Say they will call with a status and never do. The seller has been fantastic with constant communication. Seems like a stand up guy and is genuinely concerned. The whole thing with fedex is screwy. Other than wait it out and hope it shows up in one piece, is there anything that can be done? Anyone experience this before?

Dec 6, 2019 - 10:57:36 PM

622 posts since 11/7/2003

I know how you fell but I wouldn't panic yet, they're slammed right now, just keep calling and ask the shipper to do the same. Try to get through to a supervisor who will personally dig into it and get it corrected. I've had it happen once each with both FedEx and UPS, some glitch in their system wasn't reading the label correctly and kept rerouting it to the wrong terminals. Good luck and I hope it arrives tomorrow!

Edited by - JimInAlabama on 12/06/2019 22:58:39

Dec 7, 2019 - 2:52 AM

rmcdow

USA

774 posts since 11/8/2014
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I have found with Fedex, the best thing to do is to start with your local distribution place where the truck would roll out with your package. It can be a bit of work to get the phone number for this location, but it is possible to do so. Once you can reach them, call early in the morning before or right around the time the trucks roll; I call between 7:00 and 8:00. Someone there can then physically check to see if the package is in the building, or on a truck going out that day. They can also check to see if the package has come to that location. I've had packages go out on a truck and come back at the end of the day because the driver ran out of time, then the next day not go out again. Jim is right, they are slammed right now, but if you start tracing from your location back, you can most likely find out if your package ended up sitting on a shelf somewhere along the way. I had this happen with a package that was routed to the wrong distribution point, at which point it sat around until someone figured out how to get it to the correct location. When I have drilled down this way, I have found the Fedex people who are local in the distribution point very helpful.

Dec 7, 2019 - 4:18:25 AM

3246 posts since 12/6/2009

For the last several years anything dealt with fed X has been a nightmare…delays, wrong address’s…lost….etc. anything by UPS or post or US postal…fast no delay and proper delivery safely. I do believe FEDX needs a shake up.

Dec 7, 2019 - 4:49:37 AM

178 posts since 1/26/2003

A few weeks ago I had a guitar coming by Fedex with tracking confusion similar to you. It turned out it went onto a truck heading to the wrong place. The package went 500 miles west from Chicago before heading southeast to South Carolina. The Fedex tracking system became very confused for a time. It caused the package to be 1 or 2 days later than initially scheduled. Very frustrating.

Dec 7, 2019 - 5:28:07 AM
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2012 posts since 4/7/2010
Online Now

On your next inquiry, call the Fedex toll free number and ask the phone operator for a "Customer Advocate". They are ready to help and seem to get a little more done than the regular customer service phone answerers.

I have had some packages that were damaged in shipping go to an examination center and stalled for a few days. I hope that is not the case here.

Bob Smakula

Dec 7, 2019 - 9:12:26 AM
Players Union Member

Dave_C

USA

8 posts since 10/11/2019

Thanks for the replies. I'll try calling a customer advocate this morning and see where that gets me. Still no update on the tracking number or expected delivery date.

Dec 8, 2019 - 5:23:45 AM
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GStump

USA

313 posts since 9/12/2006

I certainly don't want to cause any more grief to an already agitated customer, but in my experience Fed Ex can be extremely frustrating to deal with. What really bothers me more than anything, is when they damage something and refuse to cover, pay, or replace the value of whatever they damaged. Forget about the insurance that you probably purchased when you ship the item; turns out, that basically, this insurance is NOT to replace or repair said item, but simply Fed Ex's acknowledgement that they have your package, and "may" try to take a little more care with it than a package w/o insurance. I have this information on GOOD AUTHORITY from a friend who actually worked for Fed Ex for many years. Now, as far as when and if they actually lose a package, I think in that case they may have no choice but to reimburse the customer for the declared value. So in truth you're probably better off when they actually LOSE your package as opposed to when they damage your item! Another thought is that even when and if a shipper might acknowledge responsibility for damages, they then proceed to give you the third degree as to actual value of your item, or make you feel as if "they think you are trying to fleece them," (that is, your item is worth 100 bucks and you CLAIM it is worth 1000 bucks!) OR they hem and haw and claim that YOU didn't properly package or pack the item, and therefore they shouldn't be responsible, OR that you actually contributed to or caused the damage to occur.... it makes one think that before shipping anything with anyone, YOU NEED to actually film the item, the packing of the item, (oh yes, pack VERY well) get a written appraisal, have 6 witnesses, and a notarized statement from each witness attesting to the fact there was NO damage to this instrument (or item) before it was shipped. THEN get a letter from your attorney and present it to the shipper BEFORE actually handing it over to them; which states, In effect, that when THEY accept your package AND your money to deliver the item, THEY HAVE Indeed entered into a legal contract to deliver the item safely and w/o damage; and if any occurs, THEY ARE RESPONSIBLE and MUST reimburse you for said damages. Ok, I'll get off my soapbox now....

Dec 8, 2019 - 10:23:08 AM

622 posts since 12/28/2010

quote:
Originally posted by Bob Smakula

On your next inquiry, call the Fedex toll free number and ask the phone operator for a "Customer Advocate". They are ready to help and seem to get a little more done than the regular customer service phone answerers.

I have had some packages that were damaged in shipping go to an examination center and stalled for a few days. I hope that is not the case here.

Bob Smakula

I second what Bob said, get a "Customer Advocate" involved and they'll get it done.  You have to complain enough to the customer service number and they should put you through. Mine was "out for delivery" for 3 days, then "scheduled delivery pending" and no additional information.  The advocate made several phone calls and I had the banjo later that night.  I suspect that this was FedEx Ground (?) which FedEx contracts out and my experience has been that the contracted service (Ground) is not the same service you get from the real FedEx business.


Dec 10, 2019 - 12:00:45 PM

3679 posts since 5/12/2010

I once had a large package of coffee being shipped FedEx and the tracking showed it at a nearby hub "Pending Delivery". After a few days without seeing it, I checked again and it was out in Utah. It did finally get back to Tennessee,  and delivered to my house, but not before taking a long tour of the West.

Edited by - OldPappy on 12/10/2019 12:01:50

Dec 10, 2019 - 4:23:34 PM
Players Union Member

RV6

USA

1280 posts since 2/3/2012

I sold my Prust tackhead a few months go and shipped it using the USPS to Vancouver, WA.  2 1/2 states away.   It went to Denver (7 hours south), to LA and San Fran, then to Seattle, Portland and finally to Vancouver.  It took two weeks.  I spent more than enough time trying to work with the Post Office.  Spitting into the wind would have been much more productive.  It arrived safely but I had a pretty unhappy buyer.   Heck, that banjo traveled more than I have all of my life!

Well maybe it did some surfing, went to Disneyland and got a tan so, at least it had some fun.  It arrived safely because I packed the dickens out of it.

That was the only problem I've had buying and selling banjos over the last 7 years.   If I knew it was going to be that much of a problem, I would have kept it and let my kids worry about "my stuff" after I croaked.

Dec 11, 2019 - 3:38:51 AM

3246 posts since 12/6/2009

quote:
Originally posted by OldPappy

I once had a large package of coffee being shipped FedEx and the tracking showed it at a nearby hub "Pending Delivery". After a few days without seeing it, I checked again and it was out in Utah. It did finally get back to Tennessee,  and delivered to my house, but not before taking a long tour of the West.


Just reminded me. A friend was waiting for a package and eventually tracked it to a hub about a mile up the road from Whitehouse in Branchburg NJ after zig zagging across the country. At Branchburg it said ready for delivery.2 days went by. Found out it went to Newark to Bound Brook and it’s on the Truck for delivery….Bound Brook is about 8 miles up the road…..finally delivered it 8 pm that night

Dec 12, 2019 - 3:54:55 PM

9200 posts since 1/15/2005

I had the same experience as Bob sending a mandolin to Kentucky. I traded mandolins with a guy in KY just north of Knoxville and I got his mandolin in about 3 days. The one I sent him went pretty quickly to Knoxville then I think to Louisville, then a couple of other cities until it finally arrived in about two weeks. I think I sent it FedEx, but it could have been UPS.

Dec 12, 2019 - 7:15:46 PM
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Players Union Member

Dave_C

USA

8 posts since 10/11/2019

Well, it finally arrived. About a week late but in perfect condition. It's one well traveled banjo.

Dec 13, 2019 - 7:33:36 AM

WesB

USA

202 posts since 12/17/2014

Glad you received it finally. This is the time of year that I usually avoid ordering or shipping items.

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