MrFedEx
Engorged Member
The lawsuit regarding "upweighting" brought our Claims Deaprtment to mind, specifically their unwillingness to ever pay for claims, even if they are completely legitimate. A few years ago I was approached by my manager and asked if I wanted to be the station "Claims Specialist". I didn't know what the job entailed, so I asked for an explanation. Here's what I got:
1. The Claims Specialist's job is to deny any claim, regardless of whether the package meets or exceeds FedEx packaging standards.
2. The packaging standards are kept intentionally vague so the customer is always at fault.
3. Your job is to deflect the customer from actually making a claim, as in telling them that it would be a waste of time to actually file one.
4. Your job is to tell the customer that their package was incorrectly constructed, even if it was, in fact, a perfectly protected package.
5. Your job is to lie (if necessary) to the customer about the circumstances of the damage to the package. Let's say it's a box soaked completely through because MEM sent you an AMJ with a 1/2 inch of water on the bottom. That never happens, right? My job would be to tell the customer that the shipment should have been encased in a plastic bag or similarly sealed so it would be waterproof.
I declined the position offer, as I don't ever want to be part of a scam like this. I'm sure all of you have seen improperly stacked cans with huge wooden crates or heavy boxes stacked upon obviously light and fragile (marked) packages, or packages that have unknown substances leaked upon them, wet packages sitting in the bottom of a can that someone was too lazy to wrap and/or drain before loading, or absolutely crushed and torn packages that look like the Jolly Green Giant sat on them.
All packages damaged in this manner would very likely be claims "denied" by our Claims Department, which only wants to see revenue collected for Declared Value and then not pay for the "insurance" paid for by the shipper.
FedEx has been successfully sued before for this, but I know the practice continues. Major scam.
1. The Claims Specialist's job is to deny any claim, regardless of whether the package meets or exceeds FedEx packaging standards.
2. The packaging standards are kept intentionally vague so the customer is always at fault.
3. Your job is to deflect the customer from actually making a claim, as in telling them that it would be a waste of time to actually file one.
4. Your job is to tell the customer that their package was incorrectly constructed, even if it was, in fact, a perfectly protected package.
5. Your job is to lie (if necessary) to the customer about the circumstances of the damage to the package. Let's say it's a box soaked completely through because MEM sent you an AMJ with a 1/2 inch of water on the bottom. That never happens, right? My job would be to tell the customer that the shipment should have been encased in a plastic bag or similarly sealed so it would be waterproof.
I declined the position offer, as I don't ever want to be part of a scam like this. I'm sure all of you have seen improperly stacked cans with huge wooden crates or heavy boxes stacked upon obviously light and fragile (marked) packages, or packages that have unknown substances leaked upon them, wet packages sitting in the bottom of a can that someone was too lazy to wrap and/or drain before loading, or absolutely crushed and torn packages that look like the Jolly Green Giant sat on them.
All packages damaged in this manner would very likely be claims "denied" by our Claims Department, which only wants to see revenue collected for Declared Value and then not pay for the "insurance" paid for by the shipper.
FedEx has been successfully sued before for this, but I know the practice continues. Major scam.
