I ordered a couple of NFC rods that showed they shipped last Saturday. That is last thing Fed Ex tracking shows. I called NFC to see if they could track the shipment. The very nice lady at NFC informed me that I should call Fed Ex and initiate a trace. She informed me that if the rods were lost, I would then need to file a claim with Fed Ex, then contact NFC warranty department and see if they would replace them.
I told the nice young lady I couldn't believe they wanted me to do this as it shipped under their account and it isn't mine until I receive it. I didnt think I could file a claim on their account. She said that is how they do it and no one has complained before.
I am the shipping manager where I work and 98% of our shipping is UPS / Fed Ex small package. I would never tell my customers to trace it themselves, file a claim on our account, then let me know what happens and we may make it right.
Am I wrong here?