Problem With Fedex

[john6891]

Hi, we freqently send 25KG boxes with FedEx to Europe. About 3 months ago one arrived but it was re-closed with packaging bands and the content had been cut with what seems to have been a carpet knife.

FedEx blaimed German customs - they say no we didn't do it - now FedEx says .. well not much anymore

anyone here knows how to get in touch with their CEO ? he seems to be better protected from customer contact than the pope

this resulted in a couple of k losses (Euro not Baht)

[h90]

any writing/documents on it? And why was it returned?

[john6891]

any writing/documents on it? And why was it returned?

nothing, normally if a box is inspected by customs they put a special tape on it, but this one had nothing, it was closed with those nylon bands which are normally not used by FedEx

Someone opened our box and cut into the products - I was surprised when FedEx claimed it was German customs since they are by nature sticklers for rulesand regulations, but we followed their advice and put in a claim which was rejected by them stating - we do not do such things .... and we foillow rules ... - which I believe since when a box was checked by German customs it always had the yellow customs inspected tape on it -

In this case no note, no tape, nothing and the goods ruined -it was not returned, it arrived like this at its German destination

I explained to them that "This is clear and indisputably not a case of “force majeure”, but deliberate damage by someone to our goods while under the care of FedEx. Under these circumstances this is NOT an insurance case and we hold FedEx directly responsible for the damages" and that we will file a complaint with the Thai police - their answer was "your lawyers can get in touch with our legal department ....."

I also have to say that we spend a lot of money a year with FedEx

[h90]

any writing/documents on it? And why was it returned?

nothing, normally if a box is inspected by customs they put a special tape on it, but this one had nothing, it was closed with those nylon bands which are normally not used by FedEx

Someone opened our box and cut into the products - I was surprised when FedEx claimed it was German customs since they are by nature sticklers for rulesand regulations, but we followed their advice and put in a claim which was rejected by them stating - we do not do such things .... and we foillow rules ... - which I believe since when a box was checked by German customs it always had the yellow customs inspected tape on it -

In this case no note, no tape, nothing and the goods ruined -it was not returned, it arrived like this at its German destination

I explained to them that "This is clear and indisputably not a case of “force majeure”, but deliberate damage by someone to our goods while under the care of FedEx. Under these circumstances this is NOT an insurance case and we hold FedEx directly responsible for the damages" and that we will file a complaint with the Thai police - their answer was "your lawyers can get in touch with our legal department ....."

I also have to say that we spend a lot of money a year with FedEx

Did you call FedEx Germany already? When we had problems in Austria they connected us to Switzerland and they were OK.

FedEx, in many areas doesn't do the job themself, they have subcontractor and there most the problems come from.

[john6891]

any writing/documents on it? And why was it returned?

nothing, normally if a box is inspected by customs they put a special tape on it, but this one had nothing, it was closed with those nylon bands which are normally not used by FedEx

Someone opened our box and cut into the products - I was surprised when FedEx claimed it was German customs since they are by nature sticklers for rulesand regulations, but we followed their advice and put in a claim which was rejected by them stating - we do not do such things .... and we foillow rules ... - which I believe since when a box was checked by German customs it always had the yellow customs inspected tape on it -

In this case no note, no tape, nothing and the goods ruined -it was not returned, it arrived like this at its German destination

I explained to them that "This is clear and indisputably not a case of “force majeure”, but deliberate damage by someone to our goods while under the care of FedEx. Under these circumstances this is NOT an insurance case and we hold FedEx directly responsible for the damages" and that we will file a complaint with the Thai police - their answer was "your lawyers can get in touch with our legal department ....."

I also have to say that we spend a lot of money a year with FedEx

Did you call FedEx Germany already? When we had problems in Austria they connected us to Switzerland and they were OK.

FedEx, in many areas doesn't do the job themself, they have subcontractor and there most the problems come from.

FedEx Germany pushes the Problem to FedEx Thailand since the goods were send from here - this was no sub-contractor, but the main FedEx hub in Cologne where the box landed in Germany and where they have their custom controll - besides that, FedEx Thailand is the company I entrust our goods to and is the responsible party also according to FedEx Germany - they are abit like civil servants, pushing the problem elsewhere and the CEO hides behind a wall of phone girls who are trained to make even reaching a supervisor very difficult

[h90]

any writing/documents on it? And why was it returned?

nothing, normally if a box is inspected by customs they put a special tape on it, but this one had nothing, it was closed with those nylon bands which are normally not used by FedEx

Someone opened our box and cut into the products - I was surprised when FedEx claimed it was German customs since they are by nature sticklers for rulesand regulations, but we followed their advice and put in a claim which was rejected by them stating - we do not do such things .... and we foillow rules ... - which I believe since when a box was checked by German customs it always had the yellow customs inspected tape on it -

In this case no note, no tape, nothing and the goods ruined -it was not returned, it arrived like this at its German destination

I explained to them that "This is clear and indisputably not a case of “force majeure”, but deliberate damage by someone to our goods while under the care of FedEx. Under these circumstances this is NOT an insurance case and we hold FedEx directly responsible for the damages" and that we will file a complaint with the Thai police - their answer was "your lawyers can get in touch with our legal department ....."

I also have to say that we spend a lot of money a year with FedEx

Did you call FedEx Germany already? When we had problems in Austria they connected us to Switzerland and they were OK.

FedEx, in many areas doesn't do the job themself, they have subcontractor and there most the problems come from.

FedEx Germany pushes the Problem to FedEx Thailand since the goods were send from here - this was no sub-contractor, but the main FedEx hub in Cologne where the box landed in Germany and where they have their custom controll - besides that, FedEx Thailand is the company I entrust our goods to and is the responsible party also according to FedEx Germany - they are abit like civil servants, pushing the problem elsewhere and the CEO hides behind a wall of phone girls who are trained to make even reaching a supervisor very difficult

continue to complain in Germany and Thailand.

I had a customer in Netherland who contacted me that his Fedex arrived 2 days too late and he want the shipping costs back from me. He told he called FedEx in Netherlands already and I'll get a full refund (here from FedEx Thailand).

Of course I didn't believe 1 word and I was not in contact with FedEx here.

a week later FedEx sent me a cheque with 700 Baht.

So as it seems they can do anything from every side if they want, just they don't want. If you speak German call yourself in Germany.....say twice day for your refund. Maybe also fax something.

At least in the call center Switzerland (not sure if they take care of Germany also, they take care of Austria) there are few FedEx people with brain, just as you are connected randomly it is a case of luck.

My wife tells that all calls at FedEx Thailand are recorded and that you should approach things that way that it sounds also good on hearing it again....meaning, not care too much what the silly on the other side says.

I am not sure if she is right with that.....

Good luck and post an update....

What just came into my mind: I once got a damaged parcel from DHL and they sent me an email with the form for a claim and 2 more reminder for me claiming money. In that shipment were high quality polyurethane rods and tubes. You can drive the tank over them without damaging them, so I told them per email there is no claim and I even got a responds on this email.

[wana]

probably happend in the airport ,used to happen a lot on weekends

boxes sliced and often the contents pilfered by the cleaners and weekend security staff

empty box arrives at the destination etc

it was so bad a couple of years ago ,my friend stoped posting on friday evenings and saturday mornings because

he didnt want his packages sitting around in the airport over the weekend

[john6891]

probably happend in the airport ,used to happen a lot on weekends

boxes sliced and often the contents pilfered by the cleaners and weekend security staff

empty box arrives at the destination etc

it was so bad a couple of years ago ,my friend stoped posting on friday evenings and saturday mornings because

he didnt want his packages sitting around in the airport over the weekend

That is what I did last week with a 10KG box to New York so I send it last Friday for it to arrive in New York on Tuesday (Monday was a bank holiday there) - however, the box, even though all required documents were included has been on "clearance delay" since Sunday because those documents I handed over to the driver seem to have gone missing.

I complained to FedEx here and had a coupple of calls from them but no facts what so ever as to the situation. FedEx is going downhill fast.

The situation above is of course still not resolved and what is going to happen to my goods? I have no idea while sending our weekly 25KG box of to Germany today which may arrive or may not arrive or they may loose the documentation here as well - in all using FedEx these days does not really put ones mind at ease ....