A customer complaint of a disastrous delivery recently made national news. How did the complaint get so much coverage? It helps when there’s a YouTube video that documents the incident.
An anonymous FedEx customer posted a video of a courier throwing a package—a computer monitor—over a fence. The video caption reads:
“Here is a video of my monitor being ‘delivered.’ The sad part is that I was home at the time with the front door wide open. All he would have had to do was ring the bell on the gate. Now I have to return my monitor since it is broken.”
The video has gone viral. At the time of this post, the video has just over 8 million views on YouTube.
For any readers who missed the video, here it is:
Matthew Thornton III, the senior VP of U.S. operations for FedEx Express, made a public statement in reaction to the video, titled “Absolutely, Positively Unacceptable.”
“I want you to know that I was upset, embarrassed, and very sorry for our customer’s poor experience. This goes directly against everything we have always taught our people and expect of them.”
According to Thornton, the customer has accepted the company’s apology and is fully satisfied with the company’s response—aka a replacement monitor.
He also addressed the status of the employee, only saying:
“FedEx takes care to protect team members’ privacy as well as our customers’ privacy. We do take this matter extremely seriously, and have initiated action in accord with our disciplinary policy, while respecting privacy concerns.”
“Without going into detail, I can assure you that this courier is not delivering customer packages while we are going through this process.”
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