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Old 08-25-2015, 10:22 AM
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Thumbs Up Quadratec / Thumbs Down Fedex

I ordered a hitch and bike rack from Quadratec last Tuesday. Received the rack on Thursday but the hitch was shipped from Nevada and supposed to arrive that Saturday (Tracking info said that). Saturday comes and goes and nothing. I check tracking info and it is changed to Tuesday estimated delivery. I called Fedex to find out why and they said it was contracted for Tuesday. Ok, not the end of the world. On Monday I check the tracking online and it showed delivery was "Pending" with no updated information since the prior Thursday. This morning, same thing so I call Fedex again. I am told it should arrive today (Tuesday) but they don't know where it currently is. I asked them if it was truly being delivered today, shouldn't there be some updated info online? I asked to speak to a manager. The guy then tells me again, like a robot, it is supposed to be delivered today. Now I'm getting frustrated and he checks further and feels the need to start a trace.

I then call Quadratec and get Greg in customer service. He is just as frustrated as I am and said if they can't find it they will next day one at no additional charge. I then get a call from the trace department. Seems that the package was forwarded to the wrong truck and they said it will be here Thursday. I asked if it will say that online and was told they don't know when it will be updated. REALLY???? If I ran my business like that I would be OUT OF BUSINESS. I let Greg then know the new situation. He credited me back some money for my inconvenience (even though it wasn't Quadratec's fault) and said if it doesn't arrive Thursday, they will again get one out.

This is the second crappy experience I had with Fedex and told Quadratec this. First one was also with Quadratec products. I also told Greg if I were them, I would ask Fedex to credit them for the shipping cost. They shouldn't have to pay for that crappy service. Keeping fingers crossed for Thursday. Not the worst problem in the world, just sucks that a shipping and tracking company can't properly ship and track.

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Old 08-25-2015, 10:42 AM   #2
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Problem is, Fedex contracts with local forwarders for some areas. All larger freight companies do for some of their shipments. Since they don't control how it's handled, where it's warehoused, what route it's taking, the timing, or what truck it ends up on, they can't always get immediate updates into their system. Billybob's Delivery Service is sometimes the real culprit, and unless or until Fedex develops routes in all zip codes of the US, there will be some that have to be handled this way.

I deal with a lot of fallout from this in my job. Fedex small package delivery is usually pretty good, but the forwarders often drop large packages, run into them with forklifts, pull them on and off different trucks multiple times, exposing them to much higher rates of damage claims. Fedex Heavyweight is not so good, but their small package is very good to large urban areas unless they contract for local delivery like it appears they have with yours. The thing that makes them change away from certain contractors is complaint counts and damage claims, and it's the only criteria they use for that decision. Complaining to Quadratec only goes so far, as the only thing they can do is drop Fedex and ship via another large carrier that does the same thing, and may use the same local forwarders. Complain to Fedex formally, and use your shipment tracking number in the complaint so they know which forwarder was used. If it's a local Fedex franchise, they will fire the franchisee with enough complaints, and replace him with someone who gets it done.

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Old 08-25-2015, 01:10 PM
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Problem is, Fedex contracts with local forwarders for some areas. All larger freight companies do for some of their shipments. Since they don't control how it's handled, where it's warehoused, what route it's taking, the timing, or what truck it ends up on, they can't always get immediate updates into their system. Billybob's Delivery Service is sometimes the real culprit, and unless or until Fedex develops routes in all zip codes of the US, there will be some that have to be handled this way.

I deal with a lot of fallout from this in my job. Fedex small package delivery is usually pretty good, but the forwarders often drop large packages, run into them with forklifts, pull them on and off different trucks multiple times, exposing them to much higher rates of damage claims. Fedex Heavyweight is not so good, but their small package is very good to large urban areas unless they contract for local delivery like it appears they have with yours. The thing that makes them change away from certain contractors is complaint counts and damage claims, and it's the only criteria they use for that decision. Complaining to Quadratec only goes so far, as the only thing they can do is drop Fedex and ship via another large carrier that does the same thing, and may use the same local forwarders. Complain to Fedex formally, and use your shipment tracking number in the complaint so they know which forwarder was used. If it's a local Fedex franchise, they will fire the franchisee with enough complaints, and replace him with someone who gets it done.
I hear you man. Billy Bob may be the real culprit, but they do represent Fedex so to speak. If my employee does something bad for business, it is a reflection on me and my business regardless. I guess I just expect too much nowadays.
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Old 08-25-2015, 01:28 PM   #4
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Agreed. It's why if you complain to Billybob, nothing will happen. If you complain to Quadratec, little will change because Qtech doesn't control much from their position, and their choices are limited. The only thing that will change things is a complaint to Fedex, because they choose the contractor, and are likely choosing based on cost and availability, not quality of service... unless they get complaints. In which case, their own service and business is affected. Otherwise, they assume everything is ok if there is no claim or complaint. They can't measure service they don't get feedback about. Let 'em have it!
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Old 08-25-2015, 02:08 PM   #5
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I have had two very recent work related delays with FedEx and one at home! All fails and when we tried to track and call to find out when the packages would arrive, FedEx had no idea where in the system the packages were, nor could they give us an idea when they going to arrive. Maybe they are having some problems right now.
Better start ordering Jeep goodies for Christmas right now!
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Old 08-25-2015, 02:11 PM   #6
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FedEx contracts with USPS... so this is FedEx'd to the local USPS distribution center, then delivered by USPS. FedEx throws their hands up and says "well, we delivered it to the USPS, and that is a USPS tracking number... not our concern"
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Old 08-25-2015, 02:22 PM   #7
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I ordered something from Quadratec recently and we had a discussion regarding shipping. They are aware how unhappy everyone is with Fedex and USPS. They are looking to go back to UPS according to the person I was talking to.
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Old 08-25-2015, 02:24 PM   #8
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Oh Boy... Hope this isn't a trend because after the week I had with UPS. I am DONE with their ass.
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Old 08-25-2015, 02:44 PM   #9
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Yep. They all have problems to one extent or another. I can tell you this, that the majority of problems come from the lower cost carriers, with the possible exception of UPS. We ship heavy items often, and use LTL and FTL carriers a lot. The trend is fairly consistent. Damage claims are common among lower cost carriers, as are reliability issues (on-time delivery and accurate tracking info). Many of the small forwarders who get contracts with the big guys are not automated. No bar code scanners mean info has to be entered into the system manually. None of them has enough employees for that, so tracking info just doesn't get updated. Often, the items are delivered, and the system never even shows they made it out for delivery that day, unless it's UPS or Fedex or USPS. Ground shipments get no particular priority. LTL is slow, but cheap. FTL is direct and fast, but expensive unless you ship hundreds of truckloads a week.

Since most of the stuff shipping from 4wd suppliers to homes, Fedex, UPS, and USPS are most common. Of those, I think UPS is most reliable (although they have their isolated problems as well, and can screw up something as badly as the next carrier). Most damage is isolated to warehouses when loading and unloading with forklifts, which are rare in UPS and Fedex warehouses. Most transfer is done via conveyor, and it's amazing to watch.
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Old 08-25-2015, 04:33 PM   #10
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I heard today that FedEx and UPS were doing a corporate merger; they are going to call themselves FedUp! haha
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Old 08-25-2015, 04:34 PM
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I ordered something from Quadratec recently and we had a discussion regarding shipping. They are aware how unhappy everyone is with Fedex and USPS. They are looking to go back to UPS according to the person I was talking to.
That's exactly what Greg from Quadratec told me this morning. BTW, the latest tracking info on my elusive hitch says estimated delivery is now Wednesday (tomorrow). It started out as this past Saturday, then was told numerous times today as well as online it would come today. Then, I was told today it will be Thursday. Now, it says tomorrow. Federal Express... when it positively, absolutely has to be there... whenever.
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Old 08-26-2015, 10:25 AM   #12
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Happy to hear Greg is helping take care of this for you. If you need any assistance from me, just let me know.

Thanks!

-Rick
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Old 08-26-2015, 09:48 PM
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Happy to hear Greg is helping take care of this for you. If you need any assistance from me, just let me know.

Thanks!

-Rick
Thanks Rick. The hitch came today. Kind of weird though. It was just delivered in the Rugged Ridge box that opens easily. No tape or anything. No larger box that this was packed in. Kind of like a shoe box. Packing slip pouch is torn open with no packing list. I assume it didn't leave from the company this way. What the hell does Fedex do with this stuff?

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