This is the devils bargain that the society has accepted.
Small number of customers getting horrible service or getting stuck into Kafkaesque situations is the negative externality from high productivity and low prices.
Just because you talk to 10 people does not mean that humans make decisions. Those people just reading decisions from computer screen that computerized domain logic (aka business logic) has decided.
Fedex is in bulk shipping business where every cent of efficiency is squeezed out from by refining the process. There is no room for human decisions in individual cases.
>Fedex is in bulk shipping business where every cent of efficiency is squeezed out from by refining the process. There is no room for human decisions in individual cases.
I'm not even a big customer (just shipping for personal purposes), but still I constantly work with the same support rep. I've dealt with way smaller companies that wouldn't give me a personal rep, with Fedex I always deal with the same guy for support and customs handling. I only ship a few packages a year, and receive a few hundred.
Small number of customers getting horrible service or getting stuck into Kafkaesque situations is the negative externality from high productivity and low prices. Just because you talk to 10 people does not mean that humans make decisions. Those people just reading decisions from computer screen that computerized domain logic (aka business logic) has decided.
Fedex is in bulk shipping business where every cent of efficiency is squeezed out from by refining the process. There is no room for human decisions in individual cases.