Shopsmith Forums

So my old Delta scroll saw has been having issues and I thought this would be a good time to upgrade to a better saw. I ordered my new Excalibur 21 on July 31. On 8/3 my sister-in-law calls to say my wife's father has fallen and broken his hip. He's weak and we are told we need to come to Phoenix if we want to say goodbye. We get high buck tickets and fly out 8/6.

Now before I leave I check tracking on the saw and see 1) it must be signed for and 2) it is scheduled to deliver 8/7! That's not good I'll be in Arizona then. So I dig around the Fed Ex website and there is an option where your delivery can be held at a local office. I register and apply for an account at Fed Ex and ask for a HOLD. "Cool", I say.

My father-in-law passes away 8/9 and my wife and our kids all make it there to say our goodbyes. "I'm so glad my wife got to see him before the end. - He was a great guy and I too will miss him" I say.

We return to Minnesota via a red-eye flight on 8/13.

Early 8/14 I'm pumped and ready to go pick-up my new scroll saw but I check email and see that Fed Ex sent me a message saying they can only hold a package for 5 days and my package has been returned to sender. "WTF Really. Your we site didn't mention anything about a time limit on a Hold!" I say.

I called Seyco, the vendor who sold me the unit, and tell them my tale and they call FedEx and leaned on someone - Fed Ex has grudgingly agreed to return it at no additional charge or did Seyco pick up the tab????????????

Anyway I wanted to tell someone. Thanks for listening, I fee better already.

Sorry for the loss of your father-in-law and for the incompetence of FedEx. I'm sure we all have an unpleasant shipping story to tell.

No matter how good the system was designed to be, it still has to be implemented at the final level by people. People make a lot of mistakes. They should have told you up front that they have a 5 day limit on the hold, but that didn't happen. I would file a nice complaint informing they where they messed up. If they get enough complaints about their mistakes, eventually it might make them pay more attention.

garys wrote:No matter how good the system was designed to be, it still has to be implemented at the final level by people. People make a lot of mistakes. They should have told you up front that they have a 5 day limit on the hold, but that didn't happen. I would file a nice complaint informing they where they messed up. If they get enough complaints about their mistakes, eventually it might make them pay more attention.

Keyword is "nice".

A nice complaint will likely get better results, but even that might not make a difference in how things are done. It takes a lot of pushing to change how a big company does business.