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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:

 

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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