Missing package(s) showing "DELIVERED", and "signed for" by non-existent person
I work for a gastroenterology practice in Virginia. We needed to have a colonoscope repaired by Olympus. I call and arrange for repair of our scope, and also for them to send us a "loaner" scope while the repair is done. Olympus creates a label for me to send our scope to them. Packed it up, took to FedEx drop off site, and scope was received by Olympus the next day. (Priority Overnight Express Delivery).
The loaner scope was also sent Priority Overnight Express Delivery, and should have arrived by 10:30am the next day. That was Thursday of last week. I watch these tracking numbers like a hawk, as the scopes' cost is over $30,000 USD. Tracking the loaner scope, it showed "Out for delivery with John", coming from Hampton, VA FedEx hub. The scope was never delivered Thursday. Or Friday. Closed on weekends. Not delivered Monday. Or Tuesday (yesterday). I check the tracking number daily, even hourly at times. The same message in tracking info that was given to me on Thursday, was exactly the same on Friday ( "Out for delivery with John"). Tuesday when I checked tracking again (yesterday), the message now says "Delivered Thursday, May 14, at 12:36pm, signed for by "SHOLLND" receptionist.
There is no one here by that name, and this being a hospital location (we are not associated with the hospital, just rent office space), this person could be anyone or no one.
It is IMPOSSIBLE to speak with a "live agent" when you call the FedEx number. Impossible! The stupid AI on the phone and in the chat refuses you to speak with a human.
This scope has been delivered to some other office, and was NEVER delivered to me. I AM the one who signs for scopes! I contacted Olympus and started a claim with FedEx. This happens all too frequently with FedEx. I truly hope the scope is lost, and that FedEx has to pay upwards of $30,000 USD for the insured package.
The FedEx hub in Hampton, VA needs to be thoroughly investigated for fraud, the driver in particular (for forging a recipient name) and generally poor customer service. If it were up to me, our shippers would NEVER use FedEx for delivery services. I have already had two vendors use UPS instead.
The only way I have been able to even have somebody respond to me is through chat, to FedEx, on X. And now they don't even respond there.