Explains a great night express company that guarantees their service, and that has created a big headache for one of its customers. The problem makes deficiencies in their service and the guarantee it has heavily advertised. Made a formal complaint to the CEO. From the perspective of the CEO, students must confront a variety of issues related to the problem.

Explains a great night express company that guarantees their service, and that has created a big headache for one of its customers. The problem makes deficiencies in their service and the guarantee it has heavily advertised. Made a formal complaint to the CEO. From the perspective of the CEO, students must confront a variety of issues related to the problem.
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from
Christopher W.L. Hard
Source: Harvard Business School
4 pages.
Publication Date: Oct 27, 1989. Prod #: 690004-PDF-ENG
Federal Express: The Money Back Guarantee (A) HBR case solution

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