Need some reassuring FedEx/shipping stories

[WhompingWillow]

Most recent update is that the package departed Memphis at 1:20 this afternoon! Hopefully everything goes as it should from now on and the snake is safely delivered to my hub for pickup tomorrow morning.

[AnnieHeart]

Most recent update is that the package departed Memphis at 1:20 this afternoon! Hopefully everything goes as it should from now on and the snake is safely delivered to my hub for pickup tomorrow morning.

Let's hope for the best!!

[Phillydubs]

Any update here OP...

ive been worried about this like it was coming to me.

I really hope for the absolute BEST

Please update ASAP. I’m sure I’m not the only one

[WhompingWillow]

Any update here OP...

ive been worried about this like it was coming to me.

I really hope for the absolute BEST

Please update ASAP. I’m sure I’m not the only one

It was a stressful morning because for several hours it appeared as though FedEx had lost her, but she magically appeared in South Bend at around 10:30 today, and I was able to pick her up at my local hub at 12:30! She arrived alive and doesn't seem to be in too rough of shape. 🙌 I'll post an introduction thread for her shortly!!

[Phillydubs]

AAAAAAAAAMAZING!!!!

what is she even. Anything here for us loyal subscribers ???

[WhompingWillow]

AAAAAAAAAMAZING!!!!

what is she even. Anything here for us loyal subscribers ???

A Dumeril's! Just posted an intro over on Boas.

[Bogertophis]

I've had several snakes shipped to me through FedEx. They all arrived on time, but once I looked out the window and watched the delivery guy walk up my long driveway. I saw him flipping and spinning the box (marked very clearly "LIVE HARMLESS REPTILE"). He was even tossing it up in the air and catching it. It's a dumb thing to do with any package but I was shocked that he would do it with a live animal shipment. I was pretty pissed about it. The snake was unhurt but very stressed out.

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Honestly, I would have been ballistic about that, and I truly HOPE you put in a written complaint about that specific delivery person...they don't deserve to have the job! And the best way to keep it from happening to other reptiles being shipped is to make a royal stink about it. Animal cruelty is NOT OK, & that could only
have been deliberate...probably hates reptiles.

[Robyn@SYR]

Honestly, I would have been ballistic about that, and I truly HOPE you put in a written complaint about that specific delivery person...they don't deserve to have the job! And the best way to keep it from happening to other reptiles being shipped is to make a royal stink about it. Animal cruelty is NOT OK, & that could only
have been deliberate...probably hates reptiles.

I disagree with this "stink" strategy. If you need to lodge a complaint, or educate a driver about safe handling of a live package, I think honey works much better than vinegar.

If you insist on berating your pizza guy for a late delivery, raising a stink, I don't think you are going to get improved service, or warmer pizza. If you send food back to the kitchen/chef with a note about "how stupid can you be not to follow my directions" I guarantee your plate comes back with extra surprises, non-appetizing ones.

It's the nature of the service industry.

I hear time and time again of shippers that have FRIENDLY rapport with their drivers and local counter staff. They alleviate reptile phobias with a kind and generous attitude, and help turn reptile fears and lack of concern into personalized, thoughtful service.

Threaten to get your FedEx driver fired and suddenly all of your packages will suffer. Kindly remind the driver that the package is a live reptile, and shaking or tossing the package can cause stress or complications can help prevent that treatment for your future packages. Offer to pop open the box and show off your new acquisition- "You want to see this new gecko/snake/frog? It's pretty cool!".

At ShipYourReptiles we deal with customer service each and every day. The very nature of the job is that MOST of the calls and emails that come in are for package issues- delays, misroutes, confusion, etc. We get the ballistic customers, all the time. It isn't helpful, nor productive. That "ballistic" stress has already driven the customer over the edge, and stresses out our staff as well. It actually impedes progress.

We still try and service the customer and solve the problem, but the nice/pleasant/patient/cooperative customer typically experiences quicker resolution and skates very easily into the "above and beyond" service category, every time.

I think the strategy applies across life. To your delivery driver, to your hair stylist, to the reptile breeder you are trying to buy an amazing animal from, to the young lady making your burrito bowl at Chipotle.

[WhompingWillow]

I disagree with this "stink" strategy. If you need to lodge a complaint, or educate a driver about safe handling of a live package, I think honey works much better than vinegar.

If you insist on berating your pizza guy for a late delivery, raising a stink, I don't think you are going to get improved service, or warmer pizza. If you send food back to the kitchen/chef with a note about "how stupid can you be not to follow my directions" I guarantee your plate comes back with extra surprises, non-appetizing ones.

It's the nature of the service industry.

I hear time and time again of shippers that have FRIENDLY rapport with their drivers and local counter staff. They alleviate reptile phobias with a kind and generous attitude, and help turn reptile fears and lack of concern into personalized, thoughtful service.

Threaten to get your FedEx driver fired and suddenly all of your packages will suffer. Kindly remind the driver that the package is a live reptile, and shaking or tossing the package can cause stress or complications can help prevent that treatment for your future packages. Offer to pop open the box and show off your new acquisition- "You want to see this new gecko/snake/frog? It's pretty cool!".

At ShipYourReptiles we deal with customer service each and every day. The very nature of the job is that MOST of the calls and emails that come in are for package issues- delays, misroutes, confusion, etc. We get the ballistic customers, all the time. It isn't helpful, nor productive. That "ballistic" stress has already driven the customer over the edge, and stresses out our staff as well. It actually impedes progress.

We still try and service the customer and solve the problem, but the nice/pleasant/patient/cooperative customer typically experiences quicker resolution and skates very easily into the "above and beyond" service category, every time.

I think the strategy applies across life. To your delivery driver, to your hair stylist, to the reptile breeder you are trying to buy an amazing animal from, to the young lady making your burrito bowl at Chipotle.

I definitely understand what you're saying, and personally, I always aim to remain respectful in my interactions with others. I also believe that most people tend to handle situations the best way that they know how at the time. With that being said, sometimes persistence and being very direct is necessary in customer service situations in order to reach appropriate resolution.

With my particular shipping fiasco, I have no doubt there would have been a much worse outcome had I not been such a royal pain in the ass to FedEx. I was patient to a point and never raised my voice and was not rude. But you can bet that I was calling every 2 hours for updates so they knew I was not going away and that I escalated things to social media when I still had no answers four days later. It's a shame that customer service oriented businesses, such as FedEx, frequently require that the customer take the brunt of responsibility for following up to ensure issues are taken seriously.

[Bogertophis]

I disagree with this "stink" strategy. If you need to lodge a complaint, or educate a driver about safe handling of a live package, I think honey works much better than vinegar.

If you insist on berating your pizza guy for a late delivery, raising a stink, I don't think you are going to get improved service, or warmer pizza. If you send food back to the kitchen/chef with a note about "how stupid can you be not to follow my directions" I guarantee your plate comes back with extra surprises, non-appetizing ones.

It's the nature of the service industry.....

With all due respect Robyn, I agree with most of what you say...however, a live animal is NOT the same thing as a pizza! Nor do I think it would have been a
good idea to open that well-shaken box for a neighborly show & tell with the offending delivery person.

Also, I've worked many years in various kinds of public service, & I did not mean that I'd have berated that delivery person...I'd have been talking to his boss.

It's the job of his boss to properly train employees so they do their job properly, and failing that, to let them go. There's just no excuse for a delivery person
to be tossing a box around with live animal in it. I have a VERY long "fuse" personally...but I'd fire an employee who deliberately & knowingly handled a package
is such a way that could damage or even kill the occupant being entrusted to his temporary care. And it wouldn't keep me awake nights either.