Hello, my name is OKflyboy. First of all, I'd like to tell you how FedEx won my business in the first place:

My wife and I have been fighting the US Immigration service for over a year now. Earlier this year, I had some very important documents to send my wife. She lives in Bologoe, a rural portion of Russia, and I didn't know what shipping company to use. I decided upon FedEx. Now, as my wife tells it, when the package arrived it was carried by a lone deliveryman. This man did not have a van, but had taken the train from Tver and then walked from the train station to my wife's apartment to deliver the package. And as he delivered this package, he also delivered a sincere apology for being late (about 24 hours late, If I recall correctly). We were so touched by his dedication (to deliver on foot) and his apology that FedEx became my preferred shipping choice.

Now, let me tell you why you have lost my business:

We are still fighting the US Immigration Service, however the fight is almost over. My wife has an interview with the US Consulate in a couple of weeks and then we will finally be reunited as a family. Of course, as stated above, there was no one else I trusted but FedEx to deliver my package full of financial documents (that my wife needs to provide to the US Consulate at the interview). I sent this package on December 20th, 2005, at the Tulsa International center, 7181 S. Mingo, Tulsa OK, 74133. The agent at the counter was very nice and extremely helpful, exactly what I've come to expect from your company as a whole. I was given the option of International Economy, guaranteed to be delivered on December 27th, or and express delivery guaranteed to be delivered on December 23rd (both guarantees barring customs delays). Since my wife was going to be out of town on the 23rd but would be home on the 27th, I chose the Economy shipping. I paid $196.10 with the verbal understanding that I would be refunded if the package was not delivered as promised. Given my wonderful history with you company I had no reason to believe anything to the contrary.

Today is the 30th of December. The package has yet to be delivered. I have tracked the package through this website and see that it did spend 2 days in customs delay, but even then that should have put in on my wife's door yesterday. Naturally, I was very concerned, so I called you 1-800 # and spoke to an international representative. Who, while being a little curt, was in fact polite (again, I expected nothing less from your fine company). What concerns me is his insistence that, even though I was assured that this package would be delivered on the 27th, that rural Russia carried no such guarantees, because it says so, right on his computer. (he could provide me no written documentation to this, he only repeated "it says so right here on my computer") I was appalled. As you can imagine, this package means the difference between being a family again, or failing the interview and remaining apart because my wife did not have the proper documents. There was no one else I trusted in this, and I was told, in no uncertain terms, that my trust was misused, as I was promised a money-back guarantee that your company has no intention of honoring. That is very sad.

I offer no solutions, as I am not a FedEx employee. I am simply letting you know how your company won and lost the same client in less than a year. What you decide to do with this information is up to you.

Thank you,

OKflyboy

Ah. Is that what happened to my beer?

In the case of OKFlyboy's dealings with FedEx, the proof would be in how their head office responded to that letter.

My cynical side says that it depends on where they saw themselves positioned in the market at the time that they received it. If they figured that they were on top of the pile, they'd likely ignore it.