After a long hiatus, I had a customer experience that forced me to write again.
I was forced to replace a laptop and began the process of re-loading apps and data from my backup files. In the process I checked into my FedExKinkos Office Online account to update it, and make sure it would load to the new laptop. I haven’t used it in a couple of years and was afraid the account might be inactive.
“I’m Trying to Think, But Nothin’ Happens” – Curly, The Three Stooges, circa 1939
I logged in with my username and password, but did not get access. Yep, I bet it was archived as Inactive. Well, let’s make sure. I kept the username and clicked the Forgot My Password button. Then I checked my email (same as my username) and got a new 32 digit password. I copy/pasted it and was still not given access. So far, I’m paying my nickels, but I’m not getting candy. I reminded myself that I’m doing this work so I can save time by submitting orders online to pick up at my friendly FedExKinkos shop, but the site won’t let me in.
I called the customer service number and voice-responded 7 times, plus two repeats because the site was ‘sorry, I didn’t hear you’. Finally, after a cursed “representative!” and the delight that FedExKinkos was recording for quality purposes, ‘Sharon’ of customer service came on just to quickly transfer me to ‘Eunice’ in Tech support (I am online, am I not?). I would have understood if ‘Eunice’ were actually ‘Peggy’, because she was quite unable to help. The service rep manual must say at Page One, “If at first you don’t know what to do, ask questions”. Eunice asked for 5 non-event things, ending with my mailing address. I am online, am I not? Having no more to give, she told me someone would be contacting me within 48 hours by phone. Just to make sure I did not miss this event, I gave ‘Peggy’ (sorry) ‘Eunice’, a cell number.
My Outcome
Whether or not a Peggy calls me back is not material at this point. I’ve invested all the time I care to, to do business online and save time with FedExKinkos. At the time of their merger, I wondered how long it would be before FedEx ditched the Kinkos name and streamlined the uber-slacker, college town customer service to successfully mate the “Make It / Print It” with the world-beater “Pack It / Ship It” hyperbusiness. The jury has returned a verdict: The slackers won with a technical. They are still to be found in the print shops, and have feature-creeped their way into the online world. Every visit to a FEK store reminds me why after a foggy, forgetful period I keep trying to get online instead. And every online visit reminds me of exactly what I’m trying to escape altogether.
