FedEx responds to employee monitor-tossing viral video

By on December 22, 2011, 2:00 PM

FedEx has responded to a video posted on YouTube earlier this week that shows a delivery man literally throwing a computer monitor over a fence and casually walking back to his truck. The clip went viral, amassing over 4.5 million views since Monday and ticking off a lot of customers in the process.

In the description for the video posted by YouTube member goobie55, the resident was at home at the time of the delivery and even had the front door open. All the FedEx driver would have had to do was ring the bell at the gate. Instead, he hurled the computer monitor over the fence and left.

Senior vice president of FedEx Express US operations Matthew Thornton, III has responded to the video with one of his own. In the clip, Thornton says he has seen the video and admits that he is upset and embarrassed for his customer’s poor experience. He goes on to apologize and says that FedEx has met with the customer in question and they have resolved the issue.

As for the delivery driver in question, Thornton says the individual is being disciplined and is no longer working with customers. He says the FedEx motto is to make every FedEx experience outstanding and this one clearly fell short (no pun intended) of that goal. The company has shared the video internally and is using it as a learning experience and a reminder to employees company-wide.

Kudos to FedEx for stepping up, admitting guilt and responding to the negative PR incident. It would have been just as easy to sweep the whole mess under the rug and act as if it had never happened. By publically responding, FedEx has done what it can to reinstall trust in their service and brand.




User Comments: 48

Got something to say? Post a comment
dotVezz said:

Hey, it's times like that make me think "Hey, not ALL of the big companies are evil!"

howzz1854 said:

lets face it... it happens more often than it's publicized. Fedex is actually one of the better ones out there, compare to say UPS. i've had more things arrive in pieces with UPS than Fedex.

Guest said:

the individual is being disciplined and is no longer working with customers

That's not acceptable. So "the individual" is still employed by FedEx after this incident? That's ridiculous, he should have lost his job on the spot.

tehbanz tehbanz said:

howzz1854 said:

lets face it... it happens more often than it's publicized. Fedex is actually one of the better ones out there, compare to say UPS. i've had more things arrive in pieces with UPS than Fedex.

I work at a place where we receive packages every day. we call UPS "Universal Package Smashers"

Guest said:

If I'd have been home and witnessed that bs that driver woulda got stole on.

gwailo247, TechSpot Chancellor, said:

Guest said:

the individual is being disciplined and is no longer working with customers

That's not acceptable. So "the individual" is still employed by FedEx after this incident? That's ridiculous, he should have lost his job on the spot.

In most companies you don't just get fired on the spot unless the offense is explicitly described as such in the employee manual. Usually you get reprimanded and told you'll be fired if whatever you did happens again. If this guy has not had any complaints against him, he technically may not be in a position to get fired. And chances are that if he got fired just because he appeared in this video, he probably would have some grounds for a lawsuit.

Guest said:

In most companies you don't just get fired on the spot unless the offense is explicitly described as such in the employee manual.

FedEx is a company that ships packages. One would assume the first rule in the employee manual would be: "do not throw packages or we'll fire your azz."

Guest said:

You can't fix stupid.

gwailo247, TechSpot Chancellor, said:

Guest said:

In most companies you don't just get fired on the spot unless the offense is explicitly described as such in the employee manual.

FedEx is a company that ships packages. One would assume the first rule in the employee manual would be: "do not throw packages or we'll fire your azz."

There probably will be one after this. If your actions result in bad publicity for the company or something like that.

All I'm saying is that if a person didn't get fired right away after doing this, there must be a reason. Odds are is that it is in the company's interest not to fire him at this time, be it bad PR, fear of litigation, company or union rules, whatever.

Guest said:

I bet the people who have seen this video and waiting for a delivery either from Fed-Ex or UPS have all installed cameras just in case...

MrAnderson said:

That was not as bad as I thought. Although most of us (I don't know?) pay to have it delivered to out front door at least when not a building... everyone I heard this story from over exaggerated like he toss it into the air. Those boxes go through a whole lot of tossing before the get delivered. My thought was what would have happened if it rained later or something and he did not seem to try and ring a bell or something before putting it out on the lawn...

Guest said:

I had the same experiences with this shipping company (forgot their name but they were the ones that tends to be the shipper for Amazon to Portland Oregon). I pre-order RPG games a lot and those always comes with all sort of extra goods. Well one of the games I pre-ordered came on the day that I was home and I was expecting it so I put a big sign to ring the doorbell. The shipper just came, ignore my sign, and took my huge doormat, which is rather heavy, threw it on top of the box. The packaging for the game and the limited edition box inside were deformed but I was lucky because I told my problem to the game company and they sent me a new limited edition box. The second time it happened again and this time the box was clearly mishandled as the box is just in really bad condition... together with the large mat on top of it. Once again game company was nice enough to me and sent me a replacement. However I was really upset this time so I had filed a complaint on the website. However I was also expecting a textbook the next day. The next day was raining heavily and I found my textbook out in the rain... with my mat on top of it as well. I was still lucky because Amazon actually wrapped my textbook with another layer of plastic so it was too wet but the box itself was completely soaked. Every time there is a huge note on the door in red marker to ring the doorbell and I was home. The good thing is that after I filed the complaint to the shipper (and Amazon), they called me and apologize for the negligence by the shipper who delivered my stuff. Either way Amazon later changed to a different shipping company which actually knocks on my door.

VitalyT VitalyT said:

Damn, I wish it had been a delivery to the door of Tom Hanks, for his FedEx misrepresentation in Cast Away.

killeriii said:

I also agree with a reprimand and discipline unless he's had prior complaints.

i have to handle customer relations all the time. if i fired every employee that did something stupid, i'd have no workers left. sometimes problems can be learned from. just like it seems FedEx did.

i'm not defending this workers conduct, it was extremely unprofessional, but i doubt he damaged the monitor. i'll bet that packaging could handle an eight foot fall to concrete. just sayin.

Guest said:

Guy should've been canned immediately, although i'm not quite sure if the politically correct term for firing is now "disciplined" or "employee no longer works with customers".

Guest said:

Hi, let me start by saying, I've been employed by UPS 19 years. I'm not in management. UPS and FEDEX are both excellent companies that take quality of service seriously. Both companies have to employ peak season temporary employs. I would bet that the employ in this story is one of them. I worked 7 years of part time employment with UPS before I was given the chance to become a full time package driver. In that seven year as part timer and my time as a full time employee UPS always has stressed proper package handling and damage prevention. My customers aren't just customers they are people I conceder friends. I care about their packages as much as they do!

Guest said:

No doubt, this guy's former job was loading the cargo onto airplanes!!!

Guest said:

no longer working with customers

Shouldn't that be packages? No longer working with packages. The problem is he's effing up packages, not customers.

Relic Relic, TechSpot Chancellor, said:

While bad, this video has nothing on the UPS drive by package throwers.

p51d007 said:

In other words, we took him out of the van, put him inside sorting packages...when this all blows over, the teamsters demand he go back on the road...sorry customers, thems the union rules.

Guest said:

There is know excuse for this type of behaviour. I would never tolerate it for one second in my company. That employee would be fired period and made an example for all other employees. Think twice before you mess with our bread and butter, the customer.

This is an example of Fed-X being to big and able to absorb this negative publicity and carry on. There only real competition UPS is no better at delivering packages.

The math is simple volume volume volume with little regard to quality of service.

I'm sure the employee threatened to expose FED-X if they fired him. The drivers are under a heavy work load and pushed by management to get packages out as quickly as possible.

Guest said:

Today's stupid society wants to string someone up if they make another individual makes a SINGLE mistake, regardless of severity, but will stomp and cry for a second chance if it they had made the same mistake themselves. Go ahead and whine for this guy to be fired for a pressumed "single mistake" (giving him the benefit of the doubt). Don't go crying when you get fired for being late for work for the first time, or the first time your till was unbalanced, or when you missed a paper, etc. Though I do not dispute what this guy did was severely lacking even the most primitive forms of sensible judgement, I pray you do get fired for being late or missing your quota so you could fully comprehend the scale of your own stupidity in what you're asking to be done to this individual.

hitech0101 said:

I found the second video more funny.

Guest said:

whatever one persons actions dose not repersent a whole company CEO's excluded. The guy was just a lazzy ****. that is all.

Guest said:

You cannot fire someone when they are in the union.

mailpup mailpup said:

Not necessarily true. Ever try to fire a government employee who is also represented by a union? Not easy but I've had to do it a few times. It can be done if you do your due diligence and document everything properly. Usually the cases were so airtight the employee opted to resign in lieu of termination.

Prosercunus said:

He should not be employed in any form by FedEx.

Thanks to ridiculous Unions that have businesses by the throat this man still has his job... same reason why postal workers and teachers sit in back rooms and play solitaire for 8 hours a day on the tax payers dime.

AnonymousSurfer AnonymousSurfer said:

If I saw him do that I woulda raped his ass and made he pay for a new one. Pathetic, people these days.

Guest said:

Good explanation, Gwailo. That is actually how it should work in most companies. If I have not been written up for a behavior prior, that I would not expect to be fired on the spot for a behavior - unless it's egregious. Look on Youtube and you can find videos of UPS doing horrendous things when delivering packages as well.

One thing to keep in mind is that FedEx has some sort of wacko delivery incentive system...the more packages you deliver, the more you are "rewarded". This is why FedEx delivery people drive like a bat out of hell. I heard of one instance where one FedEx driver was driving so fast and was so rushed that he ran over (and killed) a small child right in front of the mother. Take a look when a FedEx truck is driving through your neighborhood. I think you'll note that they're driving faster than what the streets can safely tolerate.

gobbybobby said:

youtube is full of vids of delivery drives throwing potentially breakable goods around, least places like Amazon will send broken shit again;

Guest said:

To Guest whom called this a "mistake"

You obviously don't know the difference between a deliberate act and a mistake. If he tripped and dropped the package that is a mistake/accident and certainly forgivable. Clearly this was not the case. This employee had no regard for the customer or FED-X. He did not even look back after he tossed the package, as if this was just business as usual.

TitoBXNY TitoBXNY said:

You can be fired if your are union. I was a NABET employee and believe me, people were fired for stupid decisions and poor work ethic.

Guest said:

ya all can see it is fedex ground... means they will throw on the ground your package...

i just wondering if i ship with air, then they migth throw from an airplane from the sky ...

Guest said:

Same here. I've been fortunate to never have had a FedEx package damaged. But have had several UPS packages damaged. I even had a stereo receiver delivered by UPS that had had a fork lift prong driven through the receiver! (Crutchfield provided their usual awesome customer service in replacing it quickly.) Even the UPS boxes that are not damaged are always a bit banged up and very dirty. FedEx delivered boxes are almost always pristine in condition.

Guest said:

This is a true story. Last Saturday, I got a package thrown on my stoop. It was delivered to the wrong house. I live at 11 xxxher, and down the same private sub-division is 11 vineyard. Where it was supposed to go. These guys are brutal.

gobbybobby said:

4 <NAME Farm> Park Cottage

4 <NAME Farm> Court Cottage

15 min drive between the 2 being the other side of the village

Completely different postcodes as well.

yet we get there mail AND packages even from different delivery company's. Royal Mail, Home Delivery network, you name it they get it wrong

When they do get it right, they don;t bother walking through the garden, they either SIGN FOR IT THEMSELVES and leave it at the bottom of the garden, rain or shine or simple place a failed delivery notice in the post box on the gate meaning we have to go to the depo, sometimes 50 MILES away in the case with Home delivery because they Cannot be bothered to walk to the front door.

Delivery drivers are thick as shit.

cliffordcooley cliffordcooley, TechSpot Paladin, said:

I'm willing to bet everyone of you would have a different attitude toward delivery drivers if you had to walk in their shoes. I would be willing to bet this guy was pissed from having to work a 10/12 hour day just to finish his deliveries.

If you are going to throw stones at an employee for a bad job, first find out if the job was worth a good employee filling the position. Here we are talking about a customer/company relationship but I wonder what the company/employee relationship is during the holidays. Lets all get into the Christmas Spirit and make life so miserable for all delivery drivers.

Have you ever walked into a store and the thought of being monitored by camera globes (even if they could be empty) kept you honest.

Mounting cameras to all truck and monitoring how drivers handle their packages would solve allot of these issues. One person could monitor probably 8 dozen drivers if they only monitored while the trucks were parked. The mere thought of being monitored would change how some of the packages are handled. As for the drive by deliveries, there are ways to catch whether a truck actually stopped when passing an address.

Guest said:

The embarrassment and discipline as a result of this employee actions is enough punishment; a far more productive outcome than firing the guy.

I've never had a Fedex packaged damage, whereas UPS has left many packages at my doorstep damaged.

Guest said:

To be honest, this video is not surprising. I work as a mechanic on Fedex planes, and I have watched the loaders unload the planes into the cargo bins, and many have been less gentle than this. I don't plan on ever shipping any fragile items on Fedex, or UPS or DHL for that matter, ever.

Guest said:

The guy sure uses his hands alot in the apology video LOL

Guest said:

What does an Employee at FedEx have to do to get fired. Kill some one?

Guest said:

I've had so much trouble with Fedex and their lazy, lying drivers over the years. Several times they have either left a slip downstairs saying I wasn't home (when in fact I was, monitoring the delivery on my app), or claiming the item had been delivered when, in fact, it hadn't (I was also home at these times). Each time, I immediately called Fedex who told me the driver attempted to deliver the package, and each time I told the representative that the driver was either lazy or lying because I was home and would like the item delivered, TODAY). In most cases the driver came back, but in a few, I had to wait another day or two. I've NEVER had trouble with UPS; their drivers are always friendly and courteous (unlike the Fedex drivers), and I ALWAYS request UPS over Fedex when given the option (I've advised many others to do the same).

When I mentioned my Fedex experiences to the UPS driver, he smiled and said he'd heard many stories like that from customers. Yeah, you can say he had a vested interest in agreeing with me, but I've had so many bad experiences with Fedex that I'm sure others have as well.

Guest said:

He is an independent contractor,not an employee of Fed Ex. He cant be fired.The guy owns the truck and the route then pays Fed Ex to use their logo.

Guest said:

-1- Stepping up - eh? No it would not be easy for them to shove this under the rug, Not on You-Tube!

-2-But my local driver said it's their official policy to leave packages outside if you are not home anyway. Which means it can be stolen before you ever get back. But buying from such as Amazon, I don't have a choice to tell them NO FedEx!

Guest said:

Big difference from accidently being late to work or having your drawer come out short compared to what this guy did.

He ON PURPOSE threw a fragile monitor/TV over a fence....and do you really think that was the first time he did something like this? He seemed to not think twice about just tossing it over the fence. Didnt pause or look around but just tossed it and left.

For all you people saying he shouldnt have been fired and deserved second chance think about this......YOU and me are paying for him to do these kind of things a couple times over....paying for delivery charges and replacement charges...companies are padding the cost of purchasing every item just incase of scenarios like this.

Guest said:

There is no union for FedEx Express drivers/package handlers and there is a ton of literature stating not to throw or drop packages. People are extremely opinionated and vocal when its at another persons expense. Maybe he had a reason not to go in the fence (Most likely not, but the video doesn't show much). At least he took the extra 4 seconds to drop it onto the grass and not the concrete. I'm not loyal to any shipping company because it can happen to any of them. I have had great delivery guys from both FedEx and UPS (Sorry DHL). And I have also had bad ones. This employee could have been a temp or just a lazy employee, every company has them. Word of advice, package your things correctly. Your box is one of many millions that moves through a system of belts and metal slides, not to mention moved from trucks and planes to carts and containers. As special as you would like to feel, there is a couple million other customers that would like to feel that way too. Have I dropped boxes before, sure. I have also taken my time to secure and properly load packages. And just to give background, Im an IT Guy so yes I know how fragile equipment can be, and I worked for FedEx for over 5 years.

Guest said:

There are 30 million Americans out of work right now.

The job of a delivery driver is pretty simple: You don't need a college degree, You don't really need much training. Just about everyone with a clean driving record and can lift 70#s qualifies.

You drive the truck, don't get in an accident, remove the package from the truck and get it to the customer.

Oh, I forgot to mention: Get it to the customer without damaging it.

It seems in todays world you have spell it all out. Expecting any degree of common sense is unreasonable in a world of 100+ page employee manuals and union representation for every job.

I just have to ask one question (just a show of hands) How many of you unemployeed people think you could have done this job better?

Guest said:

First rule of delivery club is you dont talk about delivery club

Load all comments...

Add New Comment

TechSpot Members
Login or sign up for free,
it takes about 30 seconds.
You may also...
Get complete access to the TechSpot community. Join thousands of technology enthusiasts that contribute and share knowledge in our forum. Get a private inbox, upload your own photo gallery and more.