I ordered 15 bottles of facial cream from US country, the seller shipped the package by Fedex from United State to Malaysia. Fedex tracking show "Clearance Delay" at Malaysia air-port for 12 days already, here is the tracking. So I phone calling to Fedex company to ask what happen to the package. Below were the process steps :

1) I phone calling to Fedex company by international customer service at +18004633339 and I asked "May I know what happen with my package? The tracking shows Clearance Delay, the tracking number is 502573318418". She answered "Your package is hold by custom and required submit pharmacy certificate to the costom, the sender didn't give us the pharmacy certificate, and we can't manage to contact the sender, so we can't clear the package from custom". I wasted RM0.60 for this call.

2) I phone calling the sender (the seller of facial cream in US country) and I said : "My package is hold by custom and I need you to send me the certificate of origin and certificate of pharmacy to me, I need to print them out and submit to Malaysia Custom". She replied : "What certificate? Sorry I don't know anything about it, I need to ask my supervisor about this, can you call back after 2 hours"? I wasted RM0.50 for this call.

3) I phone calling Fedex Penang phone number 046438822 and asked : "My package is hold by custom now and may I know what should I do in order to let the custom release my package"? He answered "You need to apply Pharmacy Notification and submit it to custom, you can contact pharmacy department phone number 042292319 to apply the Pharmacy Notification". I wasted RM0.30 for this call.

4) I phone calling pharmacy department 042292319 and I asked : "My package is hold by customer and I need Pharmacy Notification to clear the package from custom". She replied : "Where is your package now? If you package is not in Pharmacy department or if without the custom form, then we can't examine the products and thus we can't give the pharmacy notification". I answered : "It is already 2 weeks, I think the package is in Pharmacy department now". She replied : "Can you give me the name of person who in charge with your package in pharmacy department"? I answered : "I don't know". She replied : "You should ask Fedex office to check they submit the package to who, I need the name of the person". I wasted RM0.30 for this call.

5) I phone calling Fedex Malaysia phone number 046438822 and I asked : "Can you email me the custom's form? Because I need to submit the custom's form to Pharmacy Department in order to get their approve and get the pharmacy notification in order to let custom release my package". After 15 minutes I received the email with attached the custom's form from Fedex.

6) I phone calling Fedex Malaysia phone number 046438822 again and I asked : "May I know where is my package now"? She replied : "Your package is in Fedex office here". Then I asked : "How can the pharmacy department examine my products if you Fedex didn't send over the package to pharmacy department"? She replied : "I am not sure about, I am going to ask the custom now, after that I will contact u back okay"?

7) I wait for 3 hours but didn't receive Fedex contact at all, so I phone calling Fedex Malaysia phone number 046438822 again and I asked : "How can the pharmacy department examine my products if you Fedex didn't send over the package to pharmacy department"? He replied : "Normally pharmacy Department just need the Custom's form in order to give pharmacy notification to Custom. If they really require examine the product, then only we send it over there". I answered : "Okay, can you give me the name of person who in charge with my package in Pharmacy Department"? He replied : "Sure, his name is Tneh Kor Nin". I wasted RM0.30 for this call.

8) I phone calling Pharmacy department 042292319 and I asked : "May I speak to Tneh Kor Nin"? She replied : "Dia tak ada di sini, semua pegawai pergi dengar khusus hari ini, u esok baru fon dia boleh"?

9) Next day I phone calling Pharmacy department 042292319 again and I asked : "May I speak to Tneh Kor Nin"? She replied : "Dia tak ada di sini, semua pegawai pergi dengar khusus untuk dua hari, u esok baru fon dia boleh"?

10) Next next day I phone calling Pharmacy department 042292319 again and I asked : "May I speak to Tneh Kor Nin"? She replied : "He is on meeting now, can you call back after 2 hours"?

11) I waited for 2 hours, then I phone calling Pharmacy department 042292319 again and I asked : "May I speak to Tneh Kor Nin"? He replied : "He is not here, he went to outside do something now". I asked : "When will he back"? He answer : "He will be at outside until evening, I think you better call back tomorow".

12) Next next next day I phone calling Pharmacy department 042292319 again and I asked : "May I speak to Tneh Kor Nin"? She said he is not here again!!! She told me : "If you want to apply Pharmacy notification, u have to write a letter and bring it here personally". I replied : "Okay, I will go your office now".

13) After I reach there, they told me sorry we can't do pharmacy notification here, you have to apply it from Kuala Lumpur, you can apply it through their website at http://www.bpfk.gov.my. So I go to the website and realize the website is full of error, cannot register, cannot login, so how to apply it from the problem website?

14) I phone calling the customer service of bpfk website and I asked "I want to apply pharmacy notification for cosmetic products". She said : "You have to apply a smartcard first, then only you can use the smartcard to login into our website.

15) I went to check the website and I saw the price of the smartcard is rm330, and the fee of pharmacy notification is RM50 per item.

16) I phone calling Penang Fedex office phone number 046438822 and I asked : "Since the custom block brightener cream only, can you release other items like the cleanser, scars removal cream and cellulite cream to me, and send back the brightener cream to US country"? Unfortunally Fedex answer : "No, we cannot do that, we have to send back the whole package". (Can you see how low EFFECTIVE is Fedex service? I have waiting my products for more than 2 weeks! Sigh! I am not sure Fedex suck or Pharmacy Department suck. I think Fedex didn't submit the custom form to Pharmacy Department before step 6)

17) I post few questions on forum website to get some advices from other people at http://forum.lowyat.net/index.php?act=ST&f=153&t=2151879.

18) Since the Pharmacy notification is expensive as the cost of RM530, I think I will just give up. I will let Fedex send the whole package back to US country. Since Kastam block the product of brightener cream, and didn't block scars removal cream, so if I import scars removal cream without brightener cream will not be blocked by Kastam anymore. I already bought scars removal cream on 13 Dec 2011, it will take 12 days to reach Malaysia, so it will arrive at my house on 25 Dec 2011.

19) I need to include two refund policy documents into the package before Fedex send the package back to United State, because without the policy documents, the seller won't refund the money to me. So I bring the two policy documents to Fedex office but the officer told me that my package is not in this office, my package is still at air-port. Then I phone the air-port fedex and I said : "Hello, I want to include two refund policy documents into my package and I want u send the package back to United State". She answer : "Let me ask the custom first, tomorow morning I will call you back, then only you email us the two documents".

20) I didn't get any call from Fedex on next day, but I saw the tracking status shows "International shipment release". So it mean Custom already released my package. I think the package is released custom so that Fedex can send it back to United State? Or the custom decided release the package to me without pharmacy notification? So I phoned Fedex to confirm it and Fedex told me that the package is on the way to delivery to my house. WOW.

21) Today Friday I still didn't get the package, so I phone calling Fedex office (046438822) to ask where is my package now and can I go to Fedex office collect it by myself? He said I must phone calling Fedex free toll (+60377211388) to ask about it. So I do it and she replied "She said tomorow only I can go collect it by myself, she said she will phone calling me by tomorrow morning".

22) Today Saturday 11.30pm and I still didn't receive any call from Fedex, so I call Fedex free toll (+60377211388) to ask "can I go to Fedex office to collect my package by myself"? He said "Yes, you can go collect it by now and today Fedex office will close at 2p.m, so you must go there collect it before 2p.m".

23) I went to Fedex office at 12.10p.m and the officer said "Sorry, your package is not yet arrive at this office, it will arrive here at 12.30p.m, so I just wait there for 20 minutes, but I wait until 1.10p.m the package still didn't arrive at the office, I cannot wait anymore and I want to QBM shopping complex watch movie in cinema, so I leave a note there by writing "please call me when my package is arrive, 016-4833944 Mr.Zac".

24) I went to QBM shopping mall eat lunch and buy movie ticket and go toilet, Fedex officer phone calling me when I was in toilet at 2.30p.m. He said : "Your package is arrive in Fedex office, please come to collect it before 3p.m". So I rush to get my car from carpark, and I stuck in carpark because too many cars queue up. Then I lap car 120km/hour try to get Fedex office before 3p.m, finally I made it. I got the package now!

Look at all the 24 procedures that I went through! Fedex is suck! I won't use Fedex anymore!


Posted by Zac1987 on 16 December, 2011

3 comments

  1. fcchan Said,

    You really went through hell. It looks likes they already know what you need. They even know how much effort, time and material. However, they do not inform you and let you hit stumbling blocks yourself. I think you did not engage Fedex for a brokerage agent service....

    Posted on 7:40 PM, April 05, 2013

     
  2. Anna Said,

    Hi zac,
    I shipped a box of lotions and fragrance mists to my sister in Malaysia and now it's been detained at the customs in klia. They wanted me to apply for notification note but I can't do that bc I don't have authorization letter from the company. Now, should I ask the customs if they can post the box back to me? Or is there any chance for them to release it just like you box? But mine contains like 30-40 lotions + fragrance mists. I'm so frustrated with the system.

    Posted on 2:37 AM, May 02, 2013

     
  3. Zac Ang Said,

    phone to ask fedex.

    Posted on 3:29 AM, May 02, 2013

     







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