FireBoard Customer Service

[Davek8282]

I am one of the testers for the new FireBoard product. (sworn to secrecy). I am up here in Canada and have had quite the time as the product was shipped FedEx. Wendy Jones and FireBoard to the rescue. It took about a week to get FedEx to clear the shipment so that it could make its way to me, Wendy was instrumental in making that happen. Then just yesterday I received an invoice from FedEx for customs, duty, taxes and a processing fee (processing fee over 50% of the invoice) I was a little cranky as no money had changed hands and was about to pay the invoice when I thought I would contact FireBoard and see what they thought. Once again Wendy and FireBoard came through and settled the amount with FedEx. I am in awe of the customer service provided by this supplier and the way they promptly handled some unusual issues.

My only regret is not being able to contact FedEx and ask them how they can charge these amounts for a product that is not in production, not available to the general public and conceivably I may have to return at the end of testing (God I hope not).

Once again KUDO'S to Wendy Jones and FireBoard for going in my opinion above and beyond to help me.

[realdocBBQ]

I'll second (and third) the FB customer service. They've taken excellent care of me.

[DaveD]

+1 on Wendy and FB's customer service. I had a couple of issues and they did me right, and in short order. I'm an extremely satisfied customer.

[Johnny Booth]

I don’t work for FedEx, but I used to ship communications equipment globally, especially in North and South America. FedEx may be passing along tariffs or taxes charged by Canadian customs we called ‘landing costs’. Fees varied depending on the materials shipped. Did you ask Wendy? She should have a detailed invoice on the customs charges.

[Davek8282]

The invoice was sent to me and I contacted FB and Wendy. Of the 81.91 FedEx wanted 50.00 was there fee, the other 31.00 was customs, duty and taxes. Not sure how there can be customs and duty etc on a product I received as a tester with no charge to me. I have never run into these kinds of issues when DHL, UPS or USPS have been used but nearly every time with FedEx there is an issue. I am forced to assume there is something wrong with how FedEx processes international shipments.

[Johnny Booth]

When I was an engineer, it was partly my job to track the equipment to its destination so we could schedule work accordingly. We had a flat fate for our fee which was 2% of the total order, or a flat rate of $50. Maybe that is the case here?

[RonB]

I just sent my display back for service. Wendy was very nice. Here's my problem:

[realdocBBQ]

They'll definitely take care of you. They're great people!