Greatmodels... A+.... FedEx F-!

Hi everyone, I don't know if you remember me or not but I had posted something back in November or December saying how I was going to attempt to build a diorama for my Grandfather who served in WWII. 

I will try to keep this story short to keep everyone's interest...

In a nutshell, I ordered some items from www.greatmodels.com and when I got the tracking # via email I checked it, and realized that they were shipping to my old address.  I called Fed Ex to change the delivery address, but they said only the shipper could do that. 

 I called Greatmodels, and explained the situation, and they said they would call and change the address.  I called Fed Ex back the next day and sure enough they had the correct address.  But then they told me that this change would delay the delivery date about 4-5 days..  Mind you, the old address, and new address are only about 10miles apart.. but whatever.. I'm fine with the wait..

I check the door the day it's susposed to arrive, no pacakge.. I check the tracking # again, and according to what I was reading, it said, Package delivered, left at front door.  But the town name was wrong, they delivered it to the wrong address anyways!

I called Fed Ex, they said they would try to retreive the pacakage and redeliver it to me, after a few days I called back to find out the status, and they said "we sent a driver out, but he wasn't able to retreive the package, you can file a claim to be reimbursed if you like"

Of course I filed the claim.  I receive a letter in the mail from Fed Ex a few days later telling me my claim is DENIED!  However, the shipper may file a seperate claim in hopes to resolve the problem.. 

I emailed Greatmodes, and heard back from a customer service rep (CSR), within a day, she said she would call Fed Ex and file the claim on the shipper's behalf. 

A few days later, I get an email from Maria (I highly recommend her if you deal with Greatmodels!) She wants to speak to me on the phone regarding the issue.  So I call.. She said when she called Fed Ex, she spoke with a CSR. This CSR told Maria that "well if the claims department denied it, thers nothing you can do about it now, they see black and white, was it delivered or not"  Apparently Fed Ex dosent care if the pacakge goes the right address or not, just that it is delivered somewhere. 

So after speaking with Maria, I called Fed Ex and eventually got someone from the claims department, he now explains to me that anyone can file a claim, but the issue can only be resolved with the shipper unless the shipper signs a waiver saying that I am able to settle it on my own behalf.. Makes no sense to me, but whatever.. I ask the claims department guy to hang on a minute, I wanted to do a 3-way call with Maria at Greatmodels, now im starting to get irritated with Fed Ex because every time I call I get a different story, and so did Maria. 

I called Greatmodels, and caught Maria totally off guard with the 3-way call, but she spoke to the claims dept at Fed Ex.  They begin talking and I couldnt belive what I was hearing..
the claims guy was feeding her a bunch of BS, trying to change his story mid-sentence saying that this whole deinal of the claim would have been avoided had Greatmodels knew what they were doing and filed the claim themselves.  In retalliation, Maria asked why the Fed Ex CSR instructed the customer to file the claim in the first place, and why he didnt just instruct tell me to file it through Greatmodels. 

Get ready for this one... Mr. Fed Ex claims guy says that the CSR's arent trained like that, they don't need to know the pocedures for filing claims.. and even better.. "Because all of our policies are on the internet, and you (Greatmodels) should know what they are, or the customer can read them himself"...... Now up to this point I was listening in quitely.. But that just set me off, so I sorta politely told the claims guy that I work 3 jobs, I have a family I like to spend time with.  When I call Fed Ex on the phone, its for a specific reason, not to just shoot the stuff with whoever answers.  I expect the person answering to be able to answer my questions, or at least find out who I need to talk to. " After that, Maria got the information she needed to file the claim a direct fax # to the guy, his direct line, and was told that once she faxed the claim form in, it would be resolved in 48 hours or less. 

I was expecting to hear from Maria again in a few days, but it dosen't stop there, on her own, she attempted to follow up with the Fed Ex guy telling me that she was unable to get ahold of him this time but would continue to call him daily until she had the reimbursement check in hand. 

 I'm sure we've all had something delivered go wrong.. or run into major problems.. But I think far too often, we blame the company for the problem not the middleman who's just delivering the box from point A to point B.  I wanted to share this becauseI think Maria went above and beyond what she had to do and this time the blame is 110% on Fed Ex, making the promise that they would change the delivery address, and that never happend, and was admitted by the claims rep. 

So, if your looking to order, check out www.greatmodels.com and know that if you run into a problem with delivery, they got your back!

thanks for reading..
Joe