FedEx shipping options should include signature option

I paid extra to get my new phone delivered fast. But because your website does not state that you require a signature for fedex delivery, I have to go pick it up at the fedex location.

Either send them without signature required or offer the buyer a choice of signature required or make it clear they will need to sign for the package so that they can adjust the delivery location if possible.

I HATE the fact that I paid extra for fast delivery, but I have to go get it myself because you have a nebulous shipping policy.

Very unhappy customer!!!

Tempted to just reject shipment.

According to help forums, you DO NOT REQUIRE SIGNATURE. I guess that is wrong.

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Comments

14 comments
  • Hey there Todd, thanks for the suggestion. As we've been able to offer more current and more expensive phones we had a ton of request to require signatures for delivery. Changes in shipping is something that we are actively working on at the moment so your submission is sure to be considered. 

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  • Sam, I have no problem with Ting requiring a signature for delivery.  I think it is lazy on Ting's part not to simply update the shipping options to show the words "(signature required)" after each of the three options available.  How hard is it to just update a webpage with six words so that customers understand that the delivery address should be a someplace where a signature can be attained during the FEDEX working day?

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  • Hey Todd, I've passed along your suggestion to our team so hopefully future orders won't be delayed. 

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  •  It might be worth mentioning that you can call to get it turned off too.  I never found out about the issue until after the phone already shipped.

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  • Please make signature required an option available to deselect or use a different courier with that option. Overall FedEx is draconian to work with if you are unable to make their delivery windows for a signature, and will charge 5$ to RESCHEDULE their followup delivery options. You can no longer call and have signature required turned off, at least I didn't say the magic words to achieve it. My 'local pickup' location for FedEx is 45 minutes one way to get to so that's a pain as well. Couple this with wasting extra money on expatiated shipping, similar to what Todd experienced, you have some unhappy customers just due to the courier Ting uses.

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  • I could not get my phone and will be looking for another carrier because of this. I was repeatedly told by Ting that it was FedEx's policy - this is grossly incorrect as it is Ting's policy (NOT FedEx's) to require a signature. Furthermore, unlike with other shippers, Ting has elected to not allow a signature to be left for FedEx (thus precluding delivery even this way). To top everything off, this is very ambiguous when one goes to order a phone. This is very sad as Ting has a great plan setup, it is a shame that due to gross disorganization regarding their shipping policy they are turning away customers (for those who return phones or don't order) or making dissatisfied many customers (those who keep the phone but will not be recommending Ting).

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  • Hey Chris, 

    Because we're shipping expensive devices, we want to require a signature from a person to not only protect ourselves in the event of a lost package, but to protect your purchase and make sure it gets to you safely. 

    This is fairly common in the industry, but some carriers will ship via a carrier that leaves your $500 phone in a box on your stoop, ready for anyone to take with no recourse. We're not comfortable with that, and that's why we ask for a signature on devices shipped. 

    I'm disappointed that you feel you have to leave Ting over our shipping policy, designed to prevent phones from going missing. Should your new carrier not work out, please understand that you're always welcome back at Ting and we'll pick up right where you left off.

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  • Hey Mitch,

    I wrote my original post in 2014... three years later the shipping options page still as three FEDEX options but is still does not say anything about "signature required".

    How hard is it to add two words to a webpage?

    By adding that two words, someone buying a $500.00 phone knows to provide a shipping address where someone is available to sign for it.

    Pissing off new customers, like Chris, seems so easy to avoid by just telling them that all shipping options are "SIGNATURE REQUIRED".

    Samantha C (TING) was hopeful that my suggestion would "be considered".  After checking the website and working through the phone purchase screens, I see that updating a webpage with some helpful information is not that important.

    I feel for Chris, and Ken and Michael and anyone else who looked at this post and realized that this is what Ting does and they don't mention it until after you get the Fedex notice stuck to your door telling you that your $500 phone will show up when you stay home to sign for it.

    Todd

     

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  • Good news, Todd and Chris, 

    I ran your feedback by the development team. It's not as easy as adding in a few words to the purchasing flow (because we can and do override the signature requirement sometimes during order verification), but they told me it's something they should be able to work into a future version of the shop launching soon. Keep your eyes out for this change you both helped usher in!

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  • Have any of the following problems/flaws been fixed yet?

    1) allowing customer selection of delivery signature or not

    2) if not 1 then: notifying customer on purchase that a signature is required or not (would take seconds to fix)

    3) stop lying to customers that Ting's signature policy is FedEx's policy

     

    Thanks.

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  • Just went through the purchasing screens for a new phone.

    Nope.... nothing has changed.

     

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  • Bummer, I really want to like Ting and move a bunch of companies to it. Hard to recommend when something so simple can't be addressed.

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  • Hey guys, 

    We had a management shakeup recently that caused a few changes to be implemented in our feature requests. We're still working through the kinks of how to best communicate with the team in charge of making these changes, so any patience is appreciated. 

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  • Thank you for the response. Any further information in this regard is appreciated!

    Re the ease of the modifications: it would take a low level engineer 30 seconds (probably less) to add the sig notice in the order process & push through dev to production - with no risk to you. One manager speaking with your legal department (and maybe PR) for a few minutes could get drafted a liability protection for you to allow no-signatures with minimal to no risk to you (e.g. ensuring the text puts all risk on consumer if packages are e.g. stolen re insurance arrangements). It would similarly take a few minutes discussion with support managers to ensure that support staff does not keep repeating the lie that it is FedEx's policy to require signature (makes Ting look very bad) - I would assume via dealing with this in a support decision tree/matrix reference.

    If this is handled anytime in the near future before I get other phones, I would order another phone - and subsequently probably multiple more plans and/or phones. Thank you again for the reply, it is appreciated.

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