I made a Choice to come to Schneider

Think come Monday I'm gonna have a chat with somebody about the way I was spoken to today by a member of support shift of the female gender. Not sure it will do any good but you have to really go a long way to piss me off as I am extremely laid back but this gal did it.

I decided to take a look at the load board while at the house to see if I liked anything to back up the load I have planned out of the house on Tuesday. I found one that I kind of liked except I didn't like the 200 mile deadhead....but when I scoped the loads to back that one up I found one I REALLY liked so I decided to go ahead and grab the first one.

I go to book and it fails due to no feasible solution. Now that dosent make sense since my NAT is set at 0900...with about 5 hours left of driving...pick up is a preload 200 miles away by 1700 and delivery is for Thursday 500 miles away by 2359. Plenty of time.

The only thing I can figure is my available hours are somehow screwed up that would affect pickup so I call in to check what it's showing. After the lady who answered confirmed that my hours are fine and that she sees no issues with the load she goes to manually override the system and she can't. So she puts me on hold, in what I'm guessing is to try and find somebody who can figure out how to do it.

She comes back several minutes later and has a much different attitude and simply says the computer won't let me put it on you so you can't have it....find something else.

I reply that is not an acceptable to me...the load is available to run legally and it dosent suit my business' best interest to find another load unless she or a manager can explain to me why the computer is spitting out no feasible solution.

At this point she starts shouting at me that I am obviuosly miscalculating the time it will take to run the load and that I'm not factoring in a 10 hour break. I tell her that's not it at all and please don't raise your voice at me as I've been dispatching my own loads for 4 years now so yes I do know how to make these calculations and know how to factor in a break. I simply want to know why the computer is saying I can't do it.

"The computer says you can't do it"

"But ma'am you even said in the beginning of this conversation you agree with me that I can cover this easily so I need to know the issue with the computer here so we can fix this"

"THE COMPUTER SAYS YOU CANT DO IT SO YOU CANT HAVE IT END OF STORY"

Whoa.

Anyway after all that she transfers me to the acting manager who looks at it. Turns out...in what is a first for me at least...the load board was waaaaaay off the actual miles that google maps is showing for deadhead. Load board had it at 203....Google maps had it at over 300 miles!! Well now I know why the computer said I couldn't get there with only 5 hours of drive time.

So yeah I'm miffed at the way I was spoken to. I'm also a little miffed at myself for not verifying the length of the deadhead and trusting the load board to be accurate (within 10%) because there would have been no need for the phone call in the first place as that extra miles ended up being a deal breaker

So lesson learned there

 

Some people just need to have their ### kicked. She obviously wasn't beat as a child. Like that girl who blamed her grand parents when she blew a $90k college fund in Paris because she wasn't taught to budget.

 

inaccurate listed miles is an issue that needs shared higher up.imo.

my thought is , unless those who are doing the data entry are held accountable for the shoddy work , it won't be corrected.

 

Always run the numbers first. Don't trust anybody else's numbers but yours.

 

Problem is if the computer lists as 200 but calculates ar 300 per Google why the discrepancy unless the software is setup to short the miles to begin with. The same sni system lists it available as is the same system we book from so even if the miles were put in by a person incorrectly they should also be incorrect on the assign page.... unless again it's intentionally been programmed that way.

 

I agree Tennman; we need to make a big stink on the topic of miles. I don't think we need to do all of that in a public forum. I don't think that will make Schneider move more quickly or with more resolve. Having said that, I do totally agree on substance with you. It is one thing they use household miles, but some of the discrepancies we see on a daily basis are not explained by the difference between household and hub.

 

Agreed...which if I did this in this particular case there wouldn't have even been need for a phone call but truth is I got lazy on this one and it bit me

 

Maybe, but it does expose at least one individual without good customer service skills IN a customer service position. Which on the company side is one thing but for business partners?


It can become a great teaching moment for all shifts. Not only for the interaction but for the actual issue involved.

 

DH miles on the board are air miles. So unless you're familiar with the area always calculate yourself for a legal truck route.

I've been bit by relying on google or mapquest only to find out later that the only legal way to get there was considerably more miles.

 

I thought all miles shown were air miles. What I don't understand about this computer system is , if you deliver in a city, then do a round trip back to the same city, that the DH miles and loaded miles are different. You would think it would show the same miles out and back but it doesn't.