Want your photographic gear nicely handled by FEDEX? Better make a big media splash

Jul 18, 2017

Dunja Djudjic

Dunja Djudjic is a multi-talented artist based in Novi Sad, Serbia. With 15 years of experience as a photographer, she specializes in capturing the beauty of nature, travel, and fine art. In addition to her photography, Dunja also expresses her creativity through writing, embroidery, and jewelry making.

Want your photographic gear nicely handled by FEDEX? Better make a big media splash

Jul 18, 2017

Dunja Djudjic

Dunja Djudjic is a multi-talented artist based in Novi Sad, Serbia. With 15 years of experience as a photographer, she specializes in capturing the beauty of nature, travel, and fine art. In addition to her photography, Dunja also expresses her creativity through writing, embroidery, and jewelry making.

Join the Discussion

Share on:

Not long ago, photographer Marc Weisberg shared with us a very unpleasant experience he had with FedEx. They failed to deliver the gear on time for his workshop, which cost him $1000. The article reached DIYP, as well as other blogs and social media pages. And eventually, FedEx made a response.

Although this is an isolated case, the response is apologetic and sounds genuinely regretful. But if it weren’t for the huge social media buzz, who knows if it would end that way. Just like his original post, Marc also shared the response with us. His case definitely shows the power of social media, and it’s an example that you shouldn’t give up from obtaining your rights when someone harms them.

To remind you, Marc was supposed to have a workshop and he had his gear shipped via FedEx. The shipment was supposed to arrive for the workshop, but then he learned it would arrive four days later when the workshop would already be over. They pointed them from one department to the other. In the end – it turned out it was all because of the driver’s family problem. Of course, things like this happen, but the company like FedEx should have the backup plan in such cases.

So, All Marc’s gear would be delayed, if not lost, and there was no way back. He had to buy the essential gear for the workshop and he spent $1000. As it turned out, there was the insurance problem as well, so it would be difficult to get the money back. Frustrated with all this, Marc wrote a blog post that went viral. FedEx seems to have noticed all the fuss – and all of a sudden, Marc got the answer from a Logistics Manager. He shared the update on the entire fiasco with us:

On July 5th, 2017 I was contacted by a Logistics Manager [name being withheld for privacy reasons] from FEDEX’s President’s office. On behalf of FEDEX the Logistics Manager apologized for FEDEX’s lack of service and for the trouble and out of pocket expenses that I encompassed due to my delayed delivery. Their apology for profuse and sincere for the delay and my troubles that ensued from their shipping delay.

I was also asked to file a claim with FEDEX and that the claim would be handled personally by the Logistics Manager I was speaking with. FEDEX followed up with me times to ensure I had received the claim form and to let me know that they had received the from, again, apologizing each time for the delayed delivery and for what I had to go through to replace my delayed shipment items.

I submitted my claim with copies of all my receipts. In a matter of days, FEDEX expedited and approved my claim, and FEDEX’d me a check which arrived July 15th, 2017 with a hand written note apologizing for the delay and the troubles that the delay had caused me. The amount of my settlement shall remain undisclosed. FEDEX also let me know that should I have any issues at all in the future, that I should feel free to call the President’s office and that they would personally handle any problems/issues that might arise. Had it not been for the power of the internet, I would have never received the call from FEDEX upper management.

FEDEX stepped up big time to make things right for me.  I’m delighted to put this chapter behind me now and have learned some valuable lessons about shipping my camera gear, having a back-up plan and what to do and not do in the future.

What I must say is I don’t have a personal experience with FedEx (but I do have my own negative experiences with Serbian delivery companies). Still, I’ve read some experiences people had with them, and they were often negative. Marc’s story is an example how you can quickly get compensated for a negative experience when the story hits the media. And I still wonder if the outcome would be the same if Marc stayed silent.

[cover image credits: Rob Young]

Filed Under:

Tagged With:

Find this interesting? Share it with your friends!

Dunja Djudjic

Dunja Djudjic

Dunja Djudjic is a multi-talented artist based in Novi Sad, Serbia. With 15 years of experience as a photographer, she specializes in capturing the beauty of nature, travel, and fine art. In addition to her photography, Dunja also expresses her creativity through writing, embroidery, and jewelry making.

Join the Discussion

DIYP Comment Policy
Be nice, be on-topic, no personal information or flames.

Leave a Reply

Your email address will not be published. Required fields are marked *

8 responses to “Want your photographic gear nicely handled by FEDEX? Better make a big media splash”

  1. Bogdan Dobre Avatar
    Bogdan Dobre

    Or have a lawyer friend call them and politely ask to settle the matter within 24 hours or it will be settled in court. Of course, the lawyer friend needs to sound as pissed off as possible and use a full arsenal of law terms.
    Fastest problem solved with any delivery issue :D

  2. Noah Tahl Avatar
    Noah Tahl

    So the rest of us poor schmucks, who just don’t happen to get lucky when FedEx fails and then has various employees or departments play the blame game, get to go pound sand or have to settle for a refund on shipping charges?

  3. Garth Tourtillott Avatar
    Garth Tourtillott

    this story has been going around.. the person that shipped their gear made a huge mistake and failed to pick the correct the service. in order to save money on shipping cost MARC WEISBERG chose the slowest and non guaranteed deliver time commitment option that FEDEX provides.

  4. SkipperD Avatar
    SkipperD

    I have done a lot of shipping via FedEx. I have always been treated well. I appreciate their service. I have found their workers friendly and helpful. I wonder how many packaged they deliver daily. I’ll bet there are very few mistakes like Marc experienced. I think they were more than fair handling his problem.

  5. Bodski Avatar
    Bodski

    Had a similar thing with Parcel Force here in the UK. Expected delivery before 1pm, hadn’t arrived by 4:30pm and was showing as being still at the depot. Quick tweet to their social media folks and it was in my hand by 5pm.

  6. Mike Meske Avatar
    Mike Meske

    If people would only think about what they’re saying. I am sure FedEx handles millions of packages with no problems and even if there are a hundred problem cases a day, that is such a small percentage of the total packages. How come all of the great customer service examples don’t make the news or social media posts and go viral? Because people like to hear bad news and blame the other guy for their problems.

  7. Adam Mandel Avatar
    Adam Mandel

    FedEx loses and misplaces pharmaceutical drugs all of the time that are easily valued over 100k. This is nothing – don’t ship your equipment unless you’re insured.

  8. JC Avatar
    JC

    As a package handler at FedEx I make it my mission to make sure that packages don’t get misplaced I wouldn’t want my package going missing