# My Missing Ebike Delivery and Chatbot Nightmare A delivery drama with FedEx's chatbot-driven customer service. - **Source:** [Wired](https://www.wired.com) - **Published:** 2026-07-15 - **Topic:** [Business](https://brifing.si/c/business) - **Original article:** - **On Brifing:** https://brifing.si/s/08a94b2f-3b46-4aab-8f6d-876de02a8c7b ## Delivery Issue A resident of Atlanta received a message from FedEx confirming the delivery of their electric bike. However, the bike never arrived at their door. It turned out the delivery was signed by someone else. ## Chatbot Nightmare Attempting to resolve the issue, the person spent hours in virtual waiting rooms managed by FedEx's chatbots. Speaking to a real human became nearly impossible. ## Police Report When filing a missing property report with the police, the person encountered yet another chatbot. They left their information and waited for a callback, but received no response. ## Company Response FedEx opened a claim for the missing bike but only sent an automated message stating the bike was indeed missing. The bike company could only compensate for the shipping cost. ## Bank and Credit Card Company Trying to resolve the issue through their bank and credit card company led the person through long, chatbot-filled processes. Eventually, a human representative said it was FedEx's responsibility. ## Role of AI Companies are heavily using AI in customer service. However, this negatively impacts customer experience. AI-powered chatbots complicate issues rather than solving them. ## Consumer Dissatisfaction A survey found that 59% of consumers are dissatisfied with AI-driven customer service. 85% prefer speaking to a real human. ## Conclusion and Insight These experiences raise questions about AI's role in customer service. Companies should use technology to enhance customer experience, not complicate it. ## Sources covering this story - https://www.wired.com/story/ebike-delivery-missing-when-i-tried-to-recover-it-i-ended-up-in-chatbot-hell/ — --- _Summary written by Brifing from the original reporting. Copyright in the original article belongs to its publisher; read the full piece at the link above._