Thursday, July 12, 2012

The UPSCup cometh ...

Poor FedEx. They're trying so hard with the whole social media thing. They've got a great opportunity to really promote their business with some promotional-yet-fun status updates, they've done a good job training their employees to like said updates when they post them, they've got their page tailored in a way that you cannot post complaints to their wall, but they just can't get around the damn comments! This week, all they wanted to do is write a harmless little Facebook post to plug their golf club shipping service, and they were bombarded with 85 complaints from angry FedEx users. 

Among the highlights:

Eric Linneman Ship clubs with FedEx? Not after you destroyed my prints last week folding in half a box that was clearly labeled "DO NOT FOLD".
Steve Phillips You can ship your golf clubs by FedEx. They may not get there on time, but they may get there eventually after they have sent them back to where they came from just for fun
Eva ELisabeth I don't care about golf. I want my package. Last time the package was left with my neighbor & I'm not neighborly.
Sam Shaw I wouldn't trust them with my golf clubs after this experience....I am still waiting, they now want me to stay home from work another full day
Becca Slatten i had to go pick up my packages!!! after ur driver told me "fuck u bitch"
Jon Pare Playing a little golf. Hopefully you're better at that than scheduling pick ups that never happen. FedEx sucks big time!

Amid a virtual torrent of negative feedback regarding bad service, FedEx is still using a portion of their limited resources to keep up a Facebook page. The page is routinely bombarded with a virtual torrent of negative feedback. 
So why, you may ask, are these people using FedEx if they're so disappointed with their service? A common theme is reflected in the comments to the golf club shipping post:

Azra Skye Freas I ususlly deal with UPS but the company I ordered it from goes through Fedex.
Janet Moran UPS is the better company but some of the time I don't have a choice due to the company from which I order.

A few savvy commenters were able to drive right to the heart of the issue. 

Alex Pelling How can FedEx monitor this site and take them selves seriously???
Keith Kerrigan How this organization is a $43 billion dollar company is beyond me.

And the funny thing is, every comment seen here came from just this one simple post about golf club shipping. Poor FedEx deals with hundreds of complaint comments from hundreds of different users every time they update their status. Between last year's FedEx driver caught on tape fiasco (which is up to nearly 9M views on youtube) and what we're seeing on their Facebook page, what we now know as the FedExCup will be the UPSCup in the time it takes them to make an overnight delivery. 

... Meaning, there's still plenty of time for FedEx to turn it around. 

Alex Pelling Iam 3 weeks into waiting for a guarenteed 3 day delivery!

1 comment:

Anonymous said...

Love it. FedEx sucks big time!