Var och en som haft med amerikanska storföretag att göra – för att inte tala om myndigheter – vet vilken mardröm det kan bli när ignoranta, initiativlösa och inte sällan rent av otrevliga personer i personalen tar emot frågan.
Det finns förstås undantag. Jag har haft en del att göra med AT&T, teleoperatören, det senaste dryga året och det har alltid fungerat över förväntan med hjälp av proffsig personal, både i telefon och i butiker. (AT&T:s ohemula priser är en annan historia…)
Men ibland blir det knas – som här, när jag i en kundtjänst-chatt försöker på svar på om FedEx, logistikjätten, kan hämta upp 16 lådor i min lägenhet:
Chat Transcript
A FedEx representative will be right with you…
You have been connected to Kristin .
Kristin : Hello Erik, thanks for visiting FedEx.com, I am researching your question now.
Erik Bergin: Hi Kristin, I’m Erik. I’m trying to have 16 moving boxer transported from a residential address in Manhattan to a warehouse in New Jersey, where they will be shipped overseas by another company. I can’t figure out if Fedex does these kind of shipments. The boxes contains personal, household items, so it’s not a business shipment.
Kristin : One moment
Erik Bergin: It should say ”boxes” with an s…
Kristin : One moment
Kristin : I do apologize. If you create labels, we will ship the packages to any location in domestic or international
Erik Bergin: Ok, yes all boxes have labels on them, explaining where they’re supposed to go next. Another question, du you pick up from residential addresses, or do I have to move them to a Fedex pickup point? They’re in my apartment now.
Erik Bergin: Hello?
Kristin : Do you have the tracking numbers>
Erik Bergin: No, I haven’t created any shipment yet.
Kristin : We can arrange pickup on any packages that have shipping labels on them to go to any one location
Erik Bergin: Yes, but can you pick them up at my apartment?
Kristin : Do you have a FedEx account?
Erik Bergin: Yes, I just created one, minutes ago.
Kristin : Please make the labels then pull then calling then for a pickup
Erik Bergin: Ok, I know how to do that. But my question was if Fedex will pick them up at my home, or if I would have to bring them to a Fedex pickup point.
Kristin : Yes.
Erik Bergin: Yes what, at my home or at the pickup point??
Kristin : Yes as long as you an account.
Erik Bergin: But listen, there were two alternatives in my question – pickup at home OR at pickup point. A ”yes” doesn’t tell me anything I want to know. I have an account already, so I just want to know, for the last time, if Fedex can pick up my boxes at my home address, OR if I have to bring them to a pickup point. Please…
Kristin : We can pickup an address you give us if you have an account.
Erik Bergin: Ok, that’s what I wanted to know, thank you.
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