dpd1 - 8:41 pm on Apr 21, 2012 (gmt 0)
Thanks for the Endicia info.
I agree that you should do whatever you can to make the customer happy. But I do believe there's a point where you have to make yourself happy too. Case in point...
This lady had bought something from us a while back, two times. She lives outside a small town in TX. The first items both went USPS and got there fine. She purchased something a third time and sent me an email requesting we use FedEx this time. I looked at her address and it was sort of odd looking. It was like "HC68" or something, and then just a box number. Something told me that would be a problem with FedEx. I asked her about it and she was like... 'Oh, it's not a problem... We get stuff from FedEx all the time... No issues'. Reluctantly I sent it FedEx.
So Saturday morning I get an email from FedEx saying it went as far the being out for delivery, then was marked as 'no such address'. I then got to spend 20 minutes on the phone with FedEx. The first person said there was absolutely nothing they could do but return it. I called back and the second person said they would mark it to be held. This started a whole giant pain that went on for days, because the lady didn't want to drive to the FedEx hub. Finally after calling them two more times, I got them to try and redeliver. Then the actual delivery person called me because they still couldn't find it, so I had to contact the lady and get more directions, then relay them to the delivery person.
"FedEx delivers to us all the time... No issues".
So at what point does making the customer happy stop being logical?