Tandem Cycling - Calfee unicycle

From my previous post we ordered a Calfee coupled Tetra tandem. Waited 4 1/2 months for it haven't actually seen it or ridden it and are leaving for the Santana rally in the San Juan Islands of Wa on Monday. Calfee shipped the bike on monday to Seattle and FED EX LOST HALF THE BIKE!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! and has no idea where the rest is!!! It was shipped in two S&S cases and only one arrived. They say a minimum of 14 days to trace it. This is unbelievable

Bummer man.

I feel your pain and can appreciate your angst... I'll keep my fingers crossed for you that they pull out the stops at FedEx and locate your other case. I've had a few bad experiences with FedEx of late myself and have found that you really need to get supervisors on the phone to get any real action.

In fact, FedEx almost lost the front 1/3 of our tandem frame this week as the shipping label was partially torn off the box and they were unable to determine the final destination. Fortunately, their system got it to Atlanta which I was able to keep track of and also why I knew something was amiss when I saw it was "on truck for delivery" at 5:00am on Wednesday and MIA by 5:00pm. After the driver road tested and then returned with the undelivered mystery box they apparently married it up with my "what happened to my box" call to customer service at 5:00pm. When the package arrived today there was nothing but bar codes on the box and no other markings that would identify the from / to information.... aside from a duplicate paper copy of the original shipper that the driver had blowing aroud in the front of the truck. In fact, he had to go back down the driveway to get it before I could sign for the package. This is the second bad experience I've had with FedEx and signature service in the past two months.

Now, to be fair, I had a few bad experiences with UPS and then they lost 1/2 of a Ventana El Conquistador shipment (i.e., the box with the wheels w/disc rotors, Stratos FR4-T fork & other parts) sent to a buyer in California. Well, they didn't lose it; the driver apparently stopped by and dropped off the smaller of two boxes and then came back later that day with the second one containing the frame to get a signature for the insured / signature service box. Of course, both boxes were insured / signature service boxes and buyer asked, "where's the other box?". The UPS guy told him he left a box on his door step earlier in the day... despite the standing instructions to UPS from all of the residents at his complex to NOT leave packages on the street-side steps. Anyway, UPS reimbursed me for the loss but it was the last straw for them.

Not sure where to turn given FedEx's recently decline in reliability (my wife's employer uses them and reports that problems have been on the climb for the past couple years), UPS not being much better, and the USPS being hit or miss on cost-reasonableness for larger packages.

Anyway, none of this will be of any solace to you and I hope FedEx comes through for you or that you're able to make some other arrangement to ensure you're able to enjoy your Santana tour next week.

I had a one day delay getting a bike back from Calfee because FedEx couldn't read the destination address on the box. One would think with bar codes and whatnot that this wouldn't happen.

Anyway, James, if you are reading, easy improvement opportunity here, sturdier (and neat) shipping labels ...

Kudos to Craig for express shipping to Seattle . . .
Barbs to FedEx for losing half a tandem . . .
Wishing a happy union before the actual rally!
If it doesn't happen, you'll have a heck of a story to tell for years to come.
Pedal on TWOgether!
Rudy and Kay/zonatandem

I can't speak for FedEx ground (different company) but for Express:

"you really need to get supervisors on the phone to get any real action."

Agents are usually much better than Managers at resolving problem packages (it's what they do).

" the shipping label was partially torn off the box and they were unable to determine the final destination."

"When the package arrived today there was nothing but bar codes on the box and no other markings that would identify the from / to information."

Take the time to not only fill out the airbill but also write the shipper/recipient information on the box and on a piece of paper inside the box.

" when I saw it was "on truck for delivery" at 5:00am on Wednesday and MIA by 5:00pm. After the driver road tested and then returned with the undelivered mystery box they apparently married it up with my "what happened to my box" call to customer service at 5:00pm"

If they have a general idea where a package is going (say by the zip code) drivers are to take the pkg on road so if the trace agent can determine where the pkg is going, an on time delivery may still be completed. Also sometimes pkgs that aren't due until the next day go on road. If the driver has time they get delivered, if they are behind, they go for a ride. When a customer checks online they just see the package is out for delivery and expect it that day.

" Of course, both boxes were insured / signature service boxes and buyer asked, "where's the other box?". The UPS guy told him he left a box on his door step earlier in the day... despite the standing instructions to UPS from all of the residents at his complex to NOT leave packages on the street-side steps."

Whether a package requires a signature upon delivery or not is up to the shipper. The carrier will comply with the shippers request ("signature required" has an extra fee). The information is imbedded in the bar code and the driver can not overide this unless they falsify a signature (which would result in a very short career). If you don't want a package left without a signature you will have much more success letting the shipper know not the carrier. Blanket statements like "nobody in this complex wants their packages left" don't work. The shipper then calls the carrier irate that the package wasn't left when they wanted it left. Also, shouldn't the shipper and recipient get the service paid for? If you don't want a package left without a signature then please pay for the service.

"FedEx's recently decline in reliability"

Service has not declined at Express, it has improved year over year and is still the best in the industry. I am sorry for the situations you and your wife have had that give you a different perception.

Hope this information helps and doesn't irritate (not my intentions).

Akexpress, I would have really enjoyed seeing inside that package today and am unfortunately not having much luck yet here,

T

Agents are usually much better than Managers at resolving problem packages (it's what they do).
Semantics from an outsider's perspective; get someone on the phone who can actually do something. I couldn't actually tell you if it was an Agent or a Supervisor... my bad for not being specific and thanks for the clarification.

Take the time to not only fill out the airbill but also write the shipper/recipient information on the box and on a piece of paper inside the box.
No kidding; now, if only the companies we do business with would do the same instead of just using the convenient little plastic document holders that get stuck to the boxes as the sole piece of ID aside from non-human readable barcodes.

When a customer checks online they just see the package is out for delivery and expect it that day.
Well, yeah... when you have to sign for the darn thing and would like to get it when it's scheduled to be delivered you keep track... which is what most of these outfits tell you to do. I really don't want to hear excuses when the commitment isn't kept. That's analogous to telling analysts or your company's stockholders why you missed your numbers... yeah, they love to hear excuses: right before they downgrade or sell your stock.

If you don't want a package left without a signature then please pay for the service.
You've lost me here. The service was paid for on both boxes. The buyer and others at that complex routinely had packages stolen when left on the front porches which is why they had informed their UPS route driver's to not leave packages on the front porch. That two boxes shipped at the same time with the same service got different treatment by the same driver was mind-boggling. Again, I got reimbursed so no sweat off my back... just a lot of angst and a lost customer.

I am sorry for the situations you and your wife have had that give you a different perception.
Perception IS reality, particularly to anyone who's had multiple bad experiences, e.g., Hondas are great cars... until you get one that's gone through a few transmissions or has a mis-calibrated speedo and then who cares what J.D. Powers says.

Hope this information helps and doesn't irritate (not my intentions).
Some was helpful... To be candid, I'm actually impressed if not amazed at how well most of the package delivery outfits perform their services, to include the USPS. However, explaining how it's suppose to work to folks who've had problems through no fault of their own will always be a tough sell.

Again, fingers crossed that our friend's missing box is found or that some other arrangements can be made to salvage the vacation, although I suspect at this point it'd take one heck of a great vacation or a gallon of Tequila to off-set the pent up angst and stress from the entire ordeal.

If it doesn't happen, you'll have a heck of a story to tell for years to come.
:wtf:

Ever the optimist, this sentiment reminds me of the one-liner, " Apart from that, Mrs. Lincoln, how’d you like the play?”

"Perception IS reality"

I agree, The goal is "to make every customer experience outstanding"
It is easier to keep a customer through great service than to replace them by finding a new customer.
Unfortunately It just takes one bad situation like you had to loose a customer forever.
Welcome to the service industry.

This morning I spent an hour digging through a shipping container with about 3000 Monday packages in it looking for a wedding tux that was shipped using the wrong service (Shipper chose Monday delivery instead of Saturday). The customer made the wedding in proper attire. I am not always able to appease customers needs but I do what I can and after two decades I still bleed purple.

T

'Ever the optimist . . . '
Yup, guilty! That's how I got to be this old!
. . . and if I'd kown I was gonna live this long, I would of taken better care of myself too!
Pedal on!
Rudy

It appears the rear half has been located and should arrive at our hotel tomorrow. In the meantime Calfee expressed their bamboo tandem and we are riding it on the rally. Many thanks to T here on the forum for personally delivering the replacement and following up numerous times by phone even thought he works for a different part of Fed Ex. It appears the box had the label lost and there we nothing else on the box to identify where to send it. I was put in touch with the customer advocacy dept of fed ex and after i gave them a detailed description of the box the case and contents she located it in about 45 minutes and is expressing it to me here in Friday Harbor. A discussion transpired at Calfee to better mark the boxes in addition to the shipping label so this won't happen to someone else. In the end if it arrives all will be fine. Btw the bamboo bike is a great ride and is the hit of the rally. The riding here in the San Juans is beautiful and we are having great weather and great people to ride with. thanks for the support from all on this forum and especially T.

Excellent news and nicely played by FedEx, Calfee, and of course Aemmer...

It's also good to hear the most-likely root cause is being addressed as well since it would appear several of us have experienced some labelling-related shipping issues.

I would also like to confess I was still a bit testy when I wrote my first post on Friday given our own little shipping faux pax on Weds - Friday. In retrospect I was probably was a bit heavy-handed towards FedEx in my response and commentary. Like akexpress, I did find once you get the right folks at FedEx on line they are very responsive and get things squared away. Moreover, FedEx will continue to be my shipper of choice as, overall, they really have been very reliable.

[In the meantime Calfee expressed their bamboo tandem and we are riding it on the rally].

I don't know Calfee...don't own one....have no connection to them.....but I got to say it restores my faith a bit seeing that there are still some folks left in this world that know how to treat their customers right. Props to you and your company Mr Calfee.

Nice work to Aemmer as well.

ak, thanks for the story and glad your trip is turning out well.

Bill J.

Just out of curiosity, you said FedEx...but was it really FedEx ground? The two are run as seperate entities, and I have found the 'ground service to be far inferior. In fact they are the only company that has ever totally lost one of my shipments....others have screwed up, but it gets found in the end. If I always had a choice, they wouldn't touch any of my stuff.

Just out of curiosity, you said FedEx...but was it really FedEx ground?

Speaking only for myself, yes... My issues have been with FedEx Ground.

However, as a consumer I really don't draw a distinction between FedEx Ground (formerly Roadway Package Systems or RPS) and FedEx not-the-ground since it is a wholly-owned subsidiary of FedEx Corp, any more than FedEx Freight (formerly Vikiing) or any of their other acquisitions.

It's kinda like an F-16 fighter plane: is it a Lockheed Martin product, a Lockheed product, or a General Dynamics product? Over the life of the product it has been all three; however, today it's a Lockheed Martin product.

Props to you and your company Mr Calfee.

Props indeed.

In fact, when Mr. Calfee and I last traded emails over the course of the past few days he was doing so via a very slow and remote Ghanaian cel phone connection, where he continues with his self-funded pro-bono efforts as a follow-on to his initial work with the Earth Institute at Columbia University.

You can find a number of articles on the net by googling 'calfee ghana' and he has also posted a journal from his Feb '08 trip on the Calfee Website: http://www.calfeedesign.com/Ghana2008.htm

Craig is an amazing individual who never seems to rest. I seem as likely to get an Email written at 11:00pm local in California when he's in town, as I am from one written at 3:00am in Taiwan.

My apologies if this comes across as pimping the man or his brand; that's not the point of the post. What is important to point out is that Craig epitomizes what one man can create through the combination of an amazing work ethic, business sense, vision and a passion for something -- in his case bicycles -- and still find the time and energy to pursue philanthropic efforts in Africa in the midst of running his business and raising a young family. In fact, the US domestic bamboo bicycle market also represent something of a green-world initiative with global implications as the bamboo trade has also been invigorated in Asia.

Bottom Line: You meet some of the most amazing and cool folks when you get to know the people behind some of the products and brands in the bicycle industry.