FedEx redux

In the end FedEx shipped the package back to the sender, it having fallen afowl of FedEx’s policy about cell phone shipments which it can’t seem to make clear on their incredibly horrendous site.

The policy runs something like this

“We’re not releasing this package unless (fuzzy FedEx stuff known only to them but is similar to) someone signs for this at the valid address that we brought it to, and no you cannot pick it up or a sign a door tag that we leave for you because we’re not leaving it anyway, unless the company that shipped the phone says we can, and btw, don’t bother because there’s no way for the them to tell us that anyway.”

A friend had a similar experience with FedEx and cell phone (different phone, different phone company) where they FedEx left a door tag. She signed it, and the next found another door tag but no package. When she called FedEx they said that they wouldn’t leave the phone despite the signature… but neither door tag explained that… which in my mind explains the attitude failure that FedEx displays almost all the time. They’re people don’t care if they actually deliver the package.

“Delivery” is also a shady word in FedEx’s world since I don’t believe the package I was trying to pry out of their hands ever left their routing facility. The “mailroom” here is fairly efficient, and in my experience a good natured and hard working bunch. If a FedEx person had said “Hey, I’ve got this package for someone named X, do you have any idea?” I’d bet that package would’ve made it to our collective desk. But I don’t think they ever made that attempt because the address didn’t pass their validation without a suite number or company name. Why could an invalid address be allowed into their system? Dunno. But now that it made been flown half across the country it was undeliverable, and not releasable. It never left the facility from where they wouldn’t release it to someone who arrived to fetch it (moi), and have now sent it back to where it came from, with everyone losing. I know we’re not paying for all this nonsense, that’s for sure, except in annoyance and lost time.

At some point we’ll have to go through another round with AT&T to get an upgrade phone shipped out to an address where we stand a chance of getting it delivered. But this whole thing sucked, and like I said, can only be causing execs at UPS to roll on the floor laughing, and hopefully, to pay attention to the difference they can ensure their service maintains. Don’t ever do this stuff to your customers… it’s a business ending failure if not corrected.

FedEx -1 or so, AT&T +1

A typical FedEx delivery truck. Photograph taken in Chicago, Illinois on August 26, 2005 by Kelly Martin.

FedEx, the oft revered delivery company, has got some issues brewing. Here’s two of them.

There’s a company who’s goods I purchase. They ship FedEx signature required. They offer no options (that’s another story). This is a problem because often no one is home when they attempt delivery. That means either traveling to the FedEx facility and picking it up (that’s not what I call delivery) or signing the door tag and leaving that on my front door.

most people just sign the door tag and wait another day. I find that annoying since the package was literaly on my doorstep already. Further, if the signature is supposed provide security, the doortag does the opposite. It announces for all who drive by that there will be a package left on my stoop sometime soon. There is no way (from what I understand) to inform FedEx of when a good time to deliver the package would be, so I can’t help them deliver the package securely.

Recently, they started calling to inform me that a package that requires a signature will be arriving the next giving me the option leaving a preemptive doortag of my own making for the driver, once again announcing that package will be there soon, and now saving them a trip but not improving security one bit. So FedEx’s situation is improved by the phone call, but mine has not since again, they provide no opportunity to give them feedback as to when a good delivery time would be, or maybe even a “press 2 in liu of leaving a sign on your door that screams ‘a package that is so cool and expensive it required a signature will be here, on this very spot, later.’ “

And if that’s not annoying enough. The Dude In Charge at work kindly upgraded the phone we use for testing and development which I carry. He ordered the upgrade which AT&T is shipping. They do not have a corporate name associated with the account so it ships to the company address without the company name, and the FedEx delivery person doesn’t know what to do with it (and/or the mailroom rejects it). Delivery Exception is noted on the FedEx tracking site. Again, with no way to help FedEx get the package destined for you, to you. Nor information about where to call or find your local FedEx delivery station which is noted as “At Local Fedex Facility: New York, NY, US”. Really? No street address… nothing. In a city the size of NY. Seriously.

So I ask around and someone suggest calling them. Hah, I think. How mid-fifties. But since their website provided no useful information, I called. I choose the track option and the computer notes the delivery exception and passes me on to a rep. The rep informs me that the package is at a FedEx store around the corner. I explain that I will be going to pick up this package despite it being in the name of The Dude In Charge, and ask what ID or whatever I should I bring with me? She says a letter from The Dude In Charge with my name explaining that I will be picking it up on his behalf, and a photo ID.

Fully armed with said stuffs, I waltz around the corner. The counter guy plugs in the numbers and says sorry that package isn’t here. Backing and forthing commences, and he explains (with true sorrow) that the package is at the main place 606 49th between 11th & 12th. OK I think, I go by there every day, so I head over there.

Parking is nonexistant, so I park illegally in the Charter bus parking spots and kept on eye on my car. The counter person can’t be bothered to look up or offer a greeting. Nice. I hand over the letter with the tracking number and explaining who I am. I’m then informed that the package is there but she can’t release it unless AT&T says so. Why did no one else mention this to me? “I called ya’ll” I said and they told me to bring this exact documentation with me. “Yeah. We have trouble with them.” Great. “Them”. As if “Them” wasn’t wearing a FedEx uniform and answering the phone for FedEx. I walked out empty handed.

Does all this sound like a good experience?

As I’m commuting home AT&T was informed of the Exception and called the current phone (which I carry) to ask if I could provide the missing info… which I was able to provide so (if FedEx doesn’t screw up again) it should be deliverable. We’ll find out in the morning.

While folks whine about AT&T all the time, they did get this right. They didn’t just shrug and say it’s FedEx’s issue to deliver it, it’s literally out of our hands, they’re actively trying to get stuff delivered to their customers. FedEx on the other hand isn’t helping their customer (AT&T) and is delivering a bad experience for folks at both ends of their service.

UPS should be thrilled.

[It is with the utmost irony that I note that I returned home to find a door tag from FedEx on my door. Sigh.]

The Rapha Cycle Club Opening

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I love the quote they chose for the wall.

Rapha opened their pop-up, the Rapha Cycling Club last night.

I walked down there after work which was interesting in and of itself. Since we’re talking style, let me say this. Woman of New York: Should you decide to wear a clingy knit dress, or a tight shirt, etc. and clearly some of you do, consider the effect of the clothes you wear beneath the outer garment. The seemingly intended effect is ruined by bunched, loose, ill fitting, poorly coordinated under garments. To be fair I saw some equally egregious lack of coordinated efforts from men, but who cares? Just another slob.

rapha_club_entrance

Anyway. I got down there quite a bit early, and killed some time checking out the neighborhood. As it got closer to the right time I just barged in. I was quickly welcomed by Slate Olson and later Derrick Lewis. We chit chatted, and I learned that Rapha doesn’t know what they’re doing with their currently engineless broom wagon when the 3 months are up. Might you have a suggestion?

There was a lovely spread and some great cycling artifacts on display. Some of the Paul Smith items they collborations were on display including the lovely courier bag.

the spread

Not long after fondling that very bag I heard a small crash behind me, and someone had had the misfortune of placing the bag back on the shelf and having the shelf collapse to the floor. In the whirlwind that followed I met Michael from A Continuous Lean. I had met him once before at some other event that has faded into the dusty cobwebs of my mind, but it was nice to chat with him. A regular read from the design and manufacturing side of life.

The place really filled up as things got started officially, Stella’s were being served, coffee was brewed, and the food consumed. (I had a walnut the size of my fist…) It would be nice to catch a ride with some of these folks, especially if they plan to come up to Rockland (a classic New York ride).

Congrats to all the folks who worked hard to get the place going for the summer. There’ll be daily airings of the Tour etc. 352 Bowery, New York, NY 10012, (Down by Cooper Union) Phone: 212.228.1529, *Opening 3rd July, 2010.* The bar is run by ThirdRailCoffee who are planning some cuppings and coffee related things. There’s interior bike parking as well.

The Broom Wagon

Explaining nothing

Often people ask me about tweets or posts or other utterances they run across and don’t understand. I thought I’d mention a few recurring themes that may provide some context for some of these things.

I’ve spent a lifetime studying design and designing things. Many things I’ve designed are “soft” as in software design and features, web apps and the like. Many are not, like wooden trays, houses, cities, fixtures, furniture, lamps, etc.

Working with electrons is very different than working with atoms. Atoms are expensive in ways that electrons are not. There is a finality to their current state that informs their use, and within the act of creation there is an alteration that may only occur once for that object in its lifetime. For example, each piece of wood is different. There might be similar, but none alike. Ruin the piece and it is gone forever. Electrons lack permanence. They are etherial, coming and going at seemingly their own whim. They require “backup” and other schemes to preserve the designs intent and ensure orderly availability of some collection of electrical impulses when they are desired.

And so there is a balance to be found in working with both. They both require patience and tolerance from me. They both demand attention and care and thoughtfulness. But I can put my hands on and smell and touch the atoms and so the experience of building with them is very different. Bringing the design to life is a key part of the process for me. Design on paper or CAD or pencil sketch is just thinking. The execution is just as important to me.

Here’s Jon Ives talking about some of his (currently) recent work. And here I pass on some advice to my team about things that inform my approach to work… and my off the cuff response to how things are going.

And some of it is pure tech. Can’t help you there. Look up some terms of you care to… although if you’re interested I’m willing to help but mostly, people wave and say “it’s over my head.” So not true.

And then there’s cycling stuff. Most of you follow that, though there can be obtuse references like 3391.

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(I love grain edit!) Allez!

Anyway, there are some of the circular themes that don’t seem obvious from the outside, but are obvious from the inside. I expect that explains almost nothing.

The week in links (06/28)

More interesting this week was writing my first Rails3 app. An internal helper app, something that makes our lives just a touch easier. It’s the sort of app that 37Signals would turn into a revenue stream. There’s one more feature I’d like to see added but the core is there and working well.

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Xactly

This is exactly what my weekend needs.

Xacta-freakin’-absolutely what I need to heal up from this week. This week was… unpleasant.

I guy with a shopping cart walks up to me yesterday. “You were in the Marines, weren’t you?” (Nope. Sorry.) “You look a like military guy. Army?” (Nope. Sorry). “Any of the services? Navy?” (Nope. Sorry.) His wallet was out by now and a card that he’s using to represent that he’s a Vietnam vet is out. “Can you spare a few for a Vet?” (Nope. Sorry). “You sure are sorry, bitch…” as he runs his cart over my toes in anger. Part of me really wanted to kick his ass. I don’t like that about myself.

Another guy nearly crushed me into a bus while parking illegally using his commercial plates (a plumber maybe?) to park across from the Food Emporium and go buy some dinner. He decided to lecture me with yelling and gestures since I refused to be crushed. He nearly kills me and this is what I get? Part of me really wanted to kick his ass. I don’t like that about myself.

I rarely come home and think “I need a drink”. I did last night. (That is, I thought it. I didn’t have the drink… too much to do.)

Yes, there were some nice things about the week as well. But it was really filled with stuff like that. The heat maybe? Dunno. But I need the peace of the roads, the climbs and the outdoors.

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See yah out there.

The week in links (06/21)

Father’s day ride

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I got up a little after 5 a.m. and splashed some water on my hands and face then checked my email. I took some dried fruit from the kitchen and munched for a minute while I read before going to the bathroom to put on my cycling clothes. I didn’t want to disturb Lisa and now Noah who was, as is his style, sleeping distributed all over the bed. The price for caring this morning was paid by absolutely nailing my left knee into the edge of the bathroom vanity. Our bathrooms are really too small for dressing. Other than the nearly stifled curse, I didn’t give it much thought although it did, I noticed later, leave quite a goose egg (and now a bruise). I came back into the kitchen and poured lots water in a glass that has a bike etched into its side, then sat quietly for a few minutes munching and drinking. I opened Noah’s father’s day present, a snake that had a clothes pin set into to the top “to hold all my papers” that had been hand painted and formed by The Kid. I pumped up the replacement rear wheel and all seemed good. I rolled down my hill right around 6:30 and pedaled through Wesley Hills then north toward the hills and Harriman.

I had skipped the outer layers and was chilly going down the hill, but it seemed prudent. It would be warm later and I didn’t want to carry all that stuff.

I told myself what a great morning it was and turned onto Camp Hill Road thinking about the wisdom of long sleeves, the sand and gravel on the road and where I wanted to ride. I thought about Noah and Lisa, the architecture of the houses beside me, and the rapidly fading morning sun, and friends, and people and places of a long time ago. The clouds looked ever more threatening but I was not to be intimidated.

My hands on the top of the bar, the sun no longer displayed my shadow on the road. I hit the first small climb, and felt my left knee complain. Look at that. “That hurts” I thought as I gently rubbed my hand past the spot where I had driven the vanity into my knee. I wondered how long my knee would hold up.

Some cyclists blew by on a down hill and after some brief morning banter I turned off to continue. I briefly thought about hanging with them as long as I could, but I wasn’t in the mood to work that hard just yet.

As I climbed the first real hill the woods exploded with bird song. Lots of species I didn’t recognize raucously cheering on my climbing. My own personal Alpe D’huez like cheering squad. A deer on the side of the road couldn’t even be bothered to step away from me though we could have brushed shoulders. So much for exuding power and ferociously attacking the climb.

33.26 miles and 2575 feet of climbing later my knee held up fine. But my bike once again was not. My rear tire was flat I realized climbing the last significant bit of hill as I neared home. “Meh”, I said to myself, “it must be a slow leak, and I only have a few miles left”. I took out a cartridge and poured CO2 into the tire. Nice and solid. Then I hear the hissing… Sad. I was hoping to avoid changing a rear tire this close to home, but I guess not. Tube? Check. Levers? Check. Someplace to sit while I do this that’s not in the middle of the road? Check. Second CO2 cartridge? uh, Second CO2 cartridge? Oh bother.

So for the second time in two weeks I called the “Team Car” to come and get me. Fortunately, Lisa and Noah were just about to go out, and I was just a few miles from home. So lickety split they were there. Some nice cyclist stopped to help, but I explained that there was no need and I’d be fine in just a few minutes. As a bonus since I rode from home, Lisa was able to take the car with the rack on it to make things even simpler all around.

For solo riding I’m now adding a mini-pump to the kit bag. And hopefully this will change my current ride karma and I can make it all the way home on the next ride.

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Noah wanted to stay with me, so we watched parts of the most recent Star Trek movie (he likes the space parts, no exposition, please, and is very sensitive to the feelings of the heros, so we edit as we go). We then went ice skating at the local rink, met the lovely and helpful Jill, who was willing to watch and play with Noah both on and off the ice while I helped Lisa get her bearings, and then we came home made dinner, and “picnicked” in the family room watching the end of the Tour de Suisse.

All in all it was a great father’s day.

Tech and design links