I recently needed to do a large-volume color printing job for a leadership development program I was conducting that would have taken too long to do on my HP CP1525NW color laser printer. and in any case also had to be spiral/coil bound. I checked prices online, and determined that I could get the price down to about 35 cents a copy if I used FedEx Office (formerly FedEx Kinkos). Office Max was close in price before any discounts, but FedEx was offering a 50% discount for high-volume jobs. I called the local Durham FedEx which is conveniently two doors down from our favorite watering hole, Starbucks, and confirmed that the number of pages I was going to get copied qualified as a high-volume order.
I dropped off the document to be copied, showed the FedEx Office employee the 50% coupon I’d printed out from home, and again confirmed the discount. You know where this is going. When I returned the next day to pick up my order, the bill was several hundred dollars higher than I’d estimated. I looked at the receipt, and found I’d only be given a 10 cents per copy discount, not the 50% discount I’d been promised. The employee, a different one than the one who’d taken my order, said it was too late to change the price in the system. As I had to use the handouts the next day for presentation, and didn’t have time to go somewhere else to get another set of copies, I took the copies with me and said I’d follow up later.
Over the next three weeks, I then called FedEx Office’s corporate number and the local office several times to get the bill rectified. Finally, Rob the local manager, was able to get the discount applied, which resulted in a refund of more than $600 almost a month to the day after I placed the order. That’s real money in anybody’s wallet!
Thanks, FedEx Office, for restoring my trust in you!