A Tese

Se uma tese de Doutoramento dá muito trabalho a escrever, não se pense que submetê-la é o de menos. Eu pensava assim. Aliás, estava convencida que a coisa ia ser sem grandes precalços, uma vez que ia imprimir e enviar nos escritórios da FedEx... supostamente, uma companhia que presta bons serviços.

Enganei-me redondamente!!
Pela amostra que tiveram aqui, imprimir foi o cabo dos trabalhos. Mas também não se ficaram a rir!
Diga-se que, após mais de um mês de reclamações, e idas sistemáticas ao escritório da Fedex, e confrontos com o palerma do funcionário que tentou evitar, a todo o custo, que eu conseguisse falar com o gerente, finalmente falei com o dito e, em menos de 10 minutos, já ele me dizia:

- 500$ de reembolso, parece-lhe razoável?

Claro que disse que sim e que fiquei toda contente... e só me deu vontade de ir esfregar na cara do empregado:

- Com que então não ia conseguir reembolso nenhum??? Toma lá!

Mas, abstive-me que farta da tromba dele já estava eu.
Adiante!

Resolvido o problema da impressão, eis que passámos 'a fase do envio.... que também me deu algumas taquicardias. Como disse no texto anterior, embora com a promessa de ter a tese em Portugal no dia certo, só acreditaria quando visse. A avaliar por tudo o que estava a correr mal, não me admirava nada que esta etapa também tivesse os seus quês... assim foi dito e assim foi feito.

Passou 6a, passou o fim de semana e, na 2a feira, nada de a tese chegar a Portugal (quando esta devia ter chegado na 6a). Nesse mesmo dia recebo uma chamada da FedEx a dizer que a tese estava retida em alfândega por falta de documentação:

- Falta de documentação, minha senhora?? Então eu vou DE PROPOSITO aos escritórios da FedEx expedir a minha tese, para ter a certeza que faziam a coisa como deve ser, e agora diz-me que falta documentação??!?!?! Se falta é porque a incompetente da funcionária que me atendeu não os providenciou!!

Bem, mais uma bela discussão ao telefone e ali se iniciou uma bela história de amor, que meteu as coisas mais mirabulantes, desde funcionários da FedEx a pedir documentos inexistentes a outro a sugerir que falsificasse um documento da Harvard, passando por uns belos "identifique-se por forma a apresentar queixa de si"... coisas que nem lembram ao menino Jesus e que nem dá para explicar aqui. Foi lindo!

Resumindo, a minha tese demorou 3 semanas (sim, leram bem, 3 semanas!!!) a chegar a Portugal e, qual cereja no topo do bolo, quando finalmente a entregam na faculdade, 'a minha orientadora, ainda teve que se pagar 329 Euros... em taxas de alfândega (o belo hotel de 5 estrelas onde a minha tese ficou retida porque os parvalhnões de FedEx não me deram a papelada certa e que depois demoraram mais de 3 semanas até conseguirem perceber o que faltava!!).

Claro está que esta situação se foi juntar 'as muitas que me caracterizam: apresentar queixa e não me calar enquanto não me ouvirem e continuar a espernear até receber alguma coisa de compensação. Desta feita, eu e a secretária do lab puxámos dos galões, usámos o nome do meu chefe e da Universidade de Harvard e, de forma ameaçadora e com cara de poucos amigos, mandámos uma carta para a FedEx. Mas, atenção, não mandámos para a treta das moradas que nos dão no link para "contact us" e muito menos perdemos tempo com reclamações por telefone, pois essas caem sempre em saco roto.

A cartinha foi, nada mais nada menos do que, directinha para o Sr. Frederick W. Smith, fundador e CEO da FedEx. Há que fazer estas coisas como deve ser, hehehe!
Ora, se pensam que foi perder tempo, enganam-se. Há umas semanas atrás recebi uma carta da secretária do Sr. Smith, não só com uma desculpa sobre toda a situação, como também me enviaram um cheque no valor do envio da tese. Infelizmente não me puderam recompensar pelos gastos de alfândega, pois esses são inerentes ao país mas... melhor que nada, não concordam?

Claro está que este atraso teve repercursões e teve que se andar a exercer pressão na faculdade e na reitoria para que a defesa da tese fosse ainda antes do fim de Maio (única altura em que o meu chefe se poderia deslocar a Portugal).

Deu muito trabalho mas, consegui-se!
Defendi a tese no dia 22 de Maio, o meu chefe esteve lá e tudo correu bem mas, pode dizer-se que a coisa foi tirada a ferros. Caramba... é sempre assim. Talvez seja para que se dê mesmo valor 'as coisas... eu então, estou sempre a ser relembrada disso. Esperem só até ouvirem a história do greencard... que vem no próximo post :)

PS - Se tiverem paciência para ler, fica aqui a carta que mandámos 'a FedEx... nunca se sabe, podem vir a precisar. Já sabem, refilar quando se tem razão é o mote!

" March 19, 2009


Mr. Frederick W. Smith, Founder, Chairman, CEO,
And President, FedEx Corporation
FedEx Corporation


Re: FedEx’s ability to follow-through, with integrity and honesty, in delivering
An International Package, which almost cost a graduate-student her
PhD Thesis acceptance


Dear Mr. Smith:

It is not often that I am compelled to write a letter to the CEO of a Corporation questioning the integrity and honesty of a company. However, the treatment given by FedEx Kinko’s and FedEx International to a foreign graduate student, here at Harvard University in the laboratory of Professor Schier, calls for such a drastic measure.

Before writing this letter, I scanned the web and read a brief description of your bio. The fact that you are a former Marine gives me some hope that you will actually sit down and read this letter and that it will not go into the trash can.

On Wednesday, the 25th of February 2009, Ms. Inês Baptista went to the FedEx Kinko’s office (on Mt. Auburn Street, Cambridge, MA) to expedite her thesis to the University of Lisbon, in Portugal. The deadline for it to be in Lisbon was the 27th of February, Friday.

When Ms. Baptista entered Kinko’s, she requested a box and the necessary paper work for shipment. Ms. Baptista filled out the forms given to her so that her thesis would be transported to Lisbon, by FedEx International Priority. Ms. Baptista was given an International airbill form to fill out. No commercial invoice or any other customs forms were given to her, despite the fact she declared a $1500 USD value. She paid $114 USD, was given a copy of the airbill and was told that her thesis would arrive on the deadline date of Friday, February 27, 2009.

On Friday, and accordingly to the online tracking information, the package had not yet been delivered, although it arrived to Lisbon at 8:27 AM that day. The track number was 867282540370.

On Monday, the 2nd of March, Ms. Baptista received a call from Ms. Beverly Williams, from FedEx International, stating that a commercial invoice was missing (the forms the student was not provided with at Kinko’s office), and therefore the package would be retained in customs until a commercial invoice was filled out by Ms. Baptista and faxed to Ms. Williams. Ms. Williams also stated that the telephone number Ms. Baptista had written down for the University was not correct and asked for a fax number for the University.

Ms. Baptista had already called the number of the University on that day and someone answered the telephone. Ms. Williams had not been honest in stating that the telephone number for the University was inaccurate.

After Ms. Williams faxed the commercial invoice to Ms. Baptista, she immediately filled out the form and faxed back the completed form to Ms. Williams.

On Tuesday, the 3rd of March, the thesis still had not been delivered to the University, and Ms. Baptista was in danger of not receiving her PhD on time because of the delay. Quite upset, Ms. Baptista called the FedEx International office and was answered by Mr. Javier Maza. She was told that the thesis was still retained in customs, that it might take up to 15 days to be released and that she would just have to wait.

Totally exasperated, Ms. Baptista filed a complaint with Mr. Maza, who stated she would be contacted within a couple of days. Ms. Baptista still has not been contacted by anyone from FedEx about her complaint up until this day.

On Thursday, the 5th of March, Ms. Baptista contacted FedEx International, because the package still had not been delivered to the University. Again, she spoke with Miss Beverly Williams, who mentioned a commercial invoice was missing as well as a fax number. Ms. Baptista told Ms. Williams she requested that same information on Monday and that it had been sent on that exact same day to Ms. Williams - it had been several days since faxing of the commercial invoice and no one from FedEx had followed-up.

Surprisingly, the paperwork that had been faxed appears. However, Ms. Baptista is told it is the wrong documentation. Ms. Williams stated an invoice with the header of Harvard University is required.

As an aside, I have to admit that in my twenty-five years of working in the university system, I have never been asked for a International commercial invoice with a university logo - only the name and address have ever been requested - because all FedEx forms are standardized.

Ms. Williams further stated Ms. Baptista did not fill out the form properly because she did not describe the contents of the box. This statement by Ms. Williams was false. I saw the form and Ms. Baptista had stated that the box contained 12 books and 12 CDs.

At that point, Ms. Williams put Ms. Baptista on hold and within a few moments a Mr. Gonçalo Sousa, from Portugal was on the telephone line. Mr. Sousa, a man who appeared to be quite compassionate in his manner, explained that he had not received the commercial invoice from FedEx International, and that he needed a form with the Harvard University logo on it before the package would be released.

Out of desperation, Ms. Baptista called FedEx International, was answered by Mr. Jamal Abbas, and asked about the form. She was told that it was “pretty easy” to make: “ you just have to cut the header of the University letter and glue it to our commercial invoice, make a copy and fax it to us”.

After following Mr. Abbas’ instructions and faxing the form to Mr. Sousa, in Portugal, Ms. Baptista received an email stating that the document is not accepted by customs. Ms. Baptista immediately called Mr. Sousa. Mr. Sousa asked where did Ms. Baptista receive such information and is amazed to find such information came from FedEx international, in the USA.

He asked if Ms. Baptista had documents justifying the $1500 USD value declared. Ms. Baptista put together the receipts showing the cost of reproducing the thesis and faxed them to Mr. Sousa on Monday, the 9th of March.

On Friday, the 13th of March, when the package still had not been delivered to the university, she called Mr. Sousa and was told that she would have to wait to see if customs would approve the receipts. On that same day, she received an email from Mr. Sousa saying customs did not understand one of the parcels, and asked her to justify it. She sent an email whit the justification, and on Tuesday, the 17th of March, the package was delivered to the university of Lisbon. However, customs made the professor to whom the package was delivered pay 329.88 Euros in custom’s fees.

In closing, I realize that this has been a rather lengthy letter and would normally keep a business letter short, clear, and concise. But, this is no ordinary business letter. An injustice has been done to this graduate student that might have kept her from graduating from the university of Lisbon on time, possible job prospects, along with several hundred dollars in unnecessary fees because employees in your company were not willing to admit to mistakes and take responsibility for their actions.

I will be including documentation of all of the receipts and forms supporting all my claims. I can site several respected university professors and other individuals who will attest to my veracity.

Why am I writing this letter and what am I asking for are two things I want to now address.

I want a public apology, in the form of a letter, to Ms. Baptista for the treatment she has been given by Kinko’s - as your representative, and all of the people with whom she has had contact these past few weeks. And, I believe that Ms. Baptista should at least be reimbursed the custom’s fees (in Euros) paid out by the university professor at the university of Lisbon.

Sincerely,

Laboratory Administrator "