All Narfed Up photography and words by Bryan Villarin

When I ordered my external hard drive, I opted with FedEx this time. I wasn’t home when they tried, but rather than trying a neighbor, they took it back to the sorting facility to try again. I wasn’t going to be home the following day, so I called and asked if they could just hold for pickup. I’d just go a bit out of my way on the way to work, really because I wanted my new gadget!

So what happened? The phone call that was made the night before, assuring me that they’d hold it for me, was all lies. I got there about 9am, and they said the driver left with it at 6:45am. What about the phone call less than 12 hours ago? Apparently it didn’t get onto the system until 8:30am. What!?! I didn’t even get an apology from the clerk at the front desk. (No, I don’t know what they’re called, and I don’t care.)

FedEx Customer Rep: The driver left with it, so you’ll have to come back tomorrow. *silence*

Me: Um, okay. *walks out*

No apologies. I was furious. Back on the road, I called the 800-number, and told the CS of the situation. He basically summarized what I already knew. (Duh, I just told them I was there.) I asked if he could get the driver to deliver to my neighbor, and that worked out okay. But even from him, no apologies.

In the end, my neighbor got my package, and I’ve been messing with the external hard drive since then. I just don’t understand how FedEx could mess things up for me, make me go more out of my way than I should have, without offering any sort of apology. If they said “sorry,” I would’ve been okay with it. It wasn’t that one person’s fault…hopefully. That isn’t too much to ask for, and it’s bad how big corporations like that lose the personal touches that everyone craves. Touches? I don’t know how to put it.