There is a Matthew Thornton Blog that can be seen here.
Absolutely, Positively Unacceptable | FedEx Blog
Here is text of the blog.
Along with many of you, we've seen the video showing one of our couriers carelessly and improperly delivering a package the other day. As the leader of our pickup and delivery operations across America, I want you to know that I was upset, embarrassed, and very sorry for our customer’s poor experience. This goes directly against everything we have always taught our people and expect of them. It was just very disappointing.
However, from the customer's perspective, I am pleased to let you know that the matter has been resolved in a very positive way. We have met with the customer face to face and they already have a replacement monitor at no cost to them. They have accepted our apology and say they are fully satisfied with what we've done in response to this unacceptable delivery. They've made it clear, though, that they prefer not to be identified in any way, and in this case as always with customers, we fully respect their privacy.
I know you recognize that this absolutely does NOT represent the professionalism and dedication of the 290,000 FedEx team members worldwide. It is one person and one package. While many people are publicly speculating about what will happen to the employee, FedEx takes care to protect team members' privacy as well as our customers' privacy. We do take this matter extremely seriously, and have initiated action in accord with our disciplinary policy, while respecting privacy concerns. Without going into detail, I can assure you that this courier is not delivering customer packages while we are going through this process.
This matter is an unfortunate exception to the outstanding service FedEx team members deliver every single day. Our customers know and value that service. We have been doing this almost 40 years, and if we weren't doing it right, we wouldn't have gained the widespread respect we have enjoyed. As a matter of fact, we have a very simple motto we try to live by – the Purple Promise: “I will make every FedEx experience outstanding.”
While this delivery fell way short of those high standards, we are already using it as a learning opportunity. We’ve shared this video internally to remind everyone that every single package is important to you, our customers, and that actions like this are totally unacceptable. We are also going to build this into our training programs as a constant reminder of the importance of earning -- and keeping -- your trust with every single delivery. We hope that you, like the customer involved in this incident, will see it as an unfortunate exception that proves the rule that our company cares for its customers.
Matthew Thornton III
Senior Vice President
US Operations
FedEx Express
Follow the link above to see the glowing comments which really seem too good to be true. Not a single comment other than positive. The world does not operate like that.
I tried to add my own comment to the blog but I keep getting an error message that my verification word does not work. Could someone else try to add your own comments and see if you are similarly blocked from freely saying anything like all those previous enamored commenters.
Here is the comment that I was not allowed to post.
I do not expect my comments to post here because all the responses I have seen so far seem canned and created. I too have worked for FedEx for many, many years.
The couriers on road today are under more pressure than ever before in the history of the company. This is while more and more volume is going to Ground whose employees earn less than minimal wage with no benefits, no sick pay and no workman's compensation in case of injury.
FedEx makes a huge profit and Wall Street is happy but these profits are built on the suffering of many employees that are driven so hard everyday that they cut corners on safety, work through unpaid breaks and suffer from retaliation and favoritism in the workplace.
Customer service is almost a thing of the past, we do not have time for it anymore. If you want to get the real picture check out browncafe.com and read real stories from real employees who built the company over the years and now are suffering. I know this sounds like bitter ranting but it is not. I love my customers, I only wish I could do more for them, but I do not have time.