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Business's response - by Postal C.on 11/19/2013
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Dear Don, I reviewed your shipments that you sent out yesterday, Monday 10/24/2011. All of the shipments were sent via FedEx Ground service. Of the three packages, none were 12x12x12. The package you are referring to was 35x15x13 in size. Packages of this size fall under the dimensional weight factor calculation set by FedEx. As we use the retail rates set by FedEx, you were only charged the appropriate fee. It's a common mis-conception about weights and sizes of packages and how the fees are derived. The software we use is the best in the shipping industry. It calculates all factors and provides the correct rate. I was standing nearby when you did your shipping on Monday and I heard the clerk explain, "the connection to FedEx is down, I'll try again in a min". As shipping is done via the internet, occasionally the connection feed is lost and it takes a few min to re-establish. When a customer asks for a certain service and carrier, we honor that request. We always tell customers about a better rate with a different carrier, ie: UPS, FedEx or even the US Postal Service if available. I did not see any rudeness displayed during the transaction. I did notice that you were put off by having to disclose the contents of your shipment. This is done for your protection as well as the general public. If something were to happen with your shipment, FedEx would not be able to locate a box of stuff; as a description of lost property, nor would they honor a request for reimbursement for stuff. If you feel that we were rude in asking, we were only protecting your interests. If you have a question about a shipping rate, please feel free to ask the clerk why. We will be happy to explain. Fulfilling every customers request is daunting at times, but we try our best. Asking us to do something that will result in loss or damage to a shipment, cost the customer time and money not to mention the cost to my business for such request or something illegal or hazardous can and does result in customers believing we are rude because we tell them, sorry no. We have been in the shipping business for 12 years and have one of the best records for getting shipments to their destinations on time and without damage. Thank you for your business Sincerely John
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