The FedEx Experience

So, I mentioned earlier that the Royal Holiday people in Hyatt in Cancun told us that we should take the Royal Holiday welcome package back to the US since we had to send it back to their home office in Miami.

I sent the materials back through our local Mailboxes Etc... (who were really great) via FedEx back to Cancun. Eventually a FedEx rep called me saying that the recipients were not going to pay the customs taxes and that I need to contact them.

I called their offices via the number that they left on my voice mail and talked to their agent who was really knowledgeable and friendly. It turns out that I will need to pay the customs import tax and that the Mexican customs agents will not charge directly to a credit card and that I would need to setup a FedEx account. The agent 'warm transferred' me to their accounts person.

For those of you who do not know what a 'warm transfer' is I will let you know. I worked for At&T Worldnet and At&T Business Dial technical support each for a year, and only in the Business Dial did we do warm transfers. Warm Transfers are where you put the customer on hold, call up the place where you need to transfer the customer, talk to the agent to inform them what is going on and so they can pull up their account, conference in the customer and let them know the name of the agent and that they will handle their issue from here.

Warm transfers are very nice and rare to see in this day and age, and that is a shame. They are reassuring and ensure that their is less confusion and less time wasted for everyone. I wish more business would do this.

So, my experience, as limited as it was, with FedEx was great. Oh, and Warm Transfers Rock!!

Edit: Follow-up review The FedEx experience Part II.