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Submitted by ruchiksarna on January 17, 2006
Category: Business
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CASE SUMMARY
Sylvia Cooper, a business school professor was delivering an executive education seminar for 30 senior managers of a fortune 500 company. Coopers secretary sent the material that she required for the presentation on Thursday at 2pm through federal express. Cooper found that the package was missorted by federal express and had been sent to savannah, Georgia. She had a good image about FedEx and always took its example of service for excellence. Therefore, she decided to get in touch with the company herself. Even on confirming the same with the company, she did not get a satisfactory response.
Federal express supports two money back guarantees.
At the time customer notifies FedEx, you need to provide the account no if any, date of shipment, recipients name, address and zip code.
Firstly money is given back if any package is delivered even 60secs later than 10.30 am. In order to qualify for refund one must notify either by telephone or through post within 15 calendar days from the invoice date. This will occur if FedEx is not able to provide you with proof of timely delivery of the shipment or any information reflecting the failure within 30 days. There can be one refund per package and in case of multiple package credit is given for a service failure occurring for any package in the shipment. The money back guarantee does not apply to invoice adjustment based on overcharges and those destined outside service areas. You must notify along with the invoice number the payment to which it adheres.
Secondly, one can get the exact status within 30 minutes per package , otherwise money would be returned. Package status is defined as the most recent electronically scanned location of your package as reflected in FedEx cosmos computer system. The same time of 15 days and one refund to claim for the credit. Money back guarantee does not apply to international shipments .it is not liable for...
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