This is Con-way's philosophy towards the customers:
Unless you do over $40,000 in outbound prepaid per month we do not care about you. We will charge you 30% more than every other ltl carrier to haul your freight even though our service is only 10% better. We will not honour any guarantees because out FOS's are trained specifically to screwing the customers over with incorrect statusing of freight. If the customer does put in for an on-time warranty, the online website will crash on them until the warranty is up and it sucks to be you the customer afterwards. All claims will be denied on the first try. Again, unless you ship over $40,000 per month we do not care. We provide no customer service for our class 4-6 terminals. Our only goal is to service the customer's freight - NOT THE CUSTOMER. Again, unless you do over $40,000 per month we just don't care. Our annual increase will be 5.5% -7.5 %each year where the drivers only get a 2.5 % increase. In 10 years, the price of moving ltl with Con-way will increase anywhere from 55-75% while inflation stays at 1% annually. We will rip you off on fuel and claim to have a well maintained fleet of trucks while they are the lowest grade - cheapest running fleet of all the trucking companies. We will not put any new parts into our trucks. We will not honour any claims if the freight gets damaged due to bad maintenance. Our sales force does not sell ltl anymore - we babysit the customers that we currently have because we do not want our A/E's to be embarassed after showing how expensive we are as a company. Our spot quote department does not care about your 5,000 lb pallet so please stay by the fax and move the freight at the price we tell you we can move it for. We appreciate you mailing the check the day after receiving the bill. Your credit will be cut regardless after 45 days of your bills being outstanding. If con-way gives you a rate quote and it happens to change, too bad - pay it! If con-way awards you an NMFC class for your freight and it happens to be changed too bad pay it - there will be no warning. If your nmfc class is changed in error too bad - nothing will be done to correct it so pay it. If con-way reweighs your freight at a higher weight than what currently billed you will pay that too. If that extra weights bumps you to a lower NMFC class too bad - you will pay that weight at the origional class. If your freight is not ready by 2pm then we will not honour the pick-up. Business is to stop at all docks when a con_way driver arrives - we expect that an empty dock with a wide driveway be at every p/d site in order to save p/d hours. We do not want your freight unless it is profile freight meaning 4x4x4 skids of class 50 freight going to next day - 2 day lanes. We do not want long-haul lanes. We would like you to comply with the rules with a smile. Thank you for doing business with Con-way. If you spend over $40,000 in freight per month we appreciate it.