Q: I see you are a non-asset based company. Who are your delivery partners? How do you manage the quality of these companies?
A: We currently employ a database of sub-contractors that specialize in our required market segment delivery types. By contracting via this association we have the opportunity to meet face-to-face with our providers to discuss the specifics of our business and those of each individual customer. We strive to have primary, secondary and even tertiary suppliers in every market. Each sub-contractor must meet our minimum requirements. These include the ability to lift, carry and handle equipment that weighs up to 70 lbs.; have a minimum of 2 years experience with home deliveries or a combination of experience and education; and must have a high school diploma or GED. A criminal assessment background check must have been completed with the past 12 months. Agents will not be considered if they have been convicted of theft or a felony involving violent behavior within the past 7 years of employment. Each is required to have a valid U.S. driver’s license, and is in accordance with our drivers’ policy.
Additionally, each sub-contractor is required to wear either an MDX-supplied uniform, or a sub-contractor uniform, and be neat in appearance and courteous at all times with shippers and consignees. Agents must carry adequate identification to allow any shipper or consignee to recognize that he or she is performing legitimate business.
All sub-contractors are required to have fenced, locked, and adequately lighted storage. We encourage and invite our customers to audit our own and our sub-contractors’ services, systems and financial record keeping at their discretion. Because we believe in holding our management and our employees to high standards of performance and conduct, we are willing participants in our clients’ quality assurance programs and agreements and comply with their strictest standards if it is within our ability to do so.
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Q: How are your rates structured?
We offer zone based pricing determined by US postal codes with customized delivery bundles to support specialized delivery.
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Q: Do you offer crating and packaging?
A: Product crating and packaging is an optional service we can provide as required by your business needs.
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Q: Do you provide blanket wrap services?
A: Yes, we will provide blanket wrap service as agreed to in the Statement of Work.
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Q: What liability insurance do you offer? What are the rates?
A: MDX shall be responsible to Shipper for cargo loss or damage to the limit of $10.00 per pound or actual value of the contents, if less, with a minimum payment of $50.00, or the actual value of the loss or damage, whichever is less, unless a higher value is declared at the time of tender and an additional charge paid as provided on Schedule B or at a rate of $1.00 per $100 of value.
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Q: How are claims handled?
A: If any damages are noticed during product pick-up MDX will refuse the product. For damages noticed upon product arrival (after MDX has picked up product from another location) at a recipient’s location, we will follow the appropriate escalation processes to report visual damage and have the recipient sign the waybill noting the damages on the same. If damage is not noted following a product pick-up and found at a recipient’s location prior to obtaining a recipient signature we will perform an evaluation to determine if they were negligent and report the findings to customer. Such damage, if negligence is determined, will be covered by MDX at the current customary freight service insured rate or based on our contractual liability.
We will not be responsible for any functional, cosmetic, etc. failures of product so long as such failures were not due to any negligent or willful conduct on our part.
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Q: Is there any included coverage without buying insurance?
A: MDX shall be responsible to Shipper for cargo loss or damage to the limit of $10.00 per pound or actual value of the contents, if less, with a minimum payment of $50.00, or the actual value of the loss or damage, whichever is less, unless a higher value is declared at the time of tender and an additional charge paid as provided on Schedule B or at a rate of $1.00 per $100 of value. Shipper waives the right to additional insurance unless specifically requested at the time of tender.
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Q: Are transit times guaranteed?
A: As a rule we do not offer performance or accuracy guarantees and prefer contractual Service Level Agreements (SLAs)
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Q: How soon will shipment data appear on the Clarity™ website?
A: Shipment data appear as soon as a shipment is processed through the Clarity™ website.
Our operating system is directly connected to your Clarity™ site and any updated status on a shipment would instantly appear on your Clarity™ site.
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Q: Do you deliver to Alaska and Hawaii?
A: We deliver to all zip codes in the U.S., and to major postal codes worldwide. Our on time ratio is above 99%.
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Q: What are considered to be "remote" areas?
A: A remote area is considered to be outside of a 50 mile radius of our LDC. A “beyond” charge will apply.
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Q: Are all delivery vehicles completely enclosed?
A: Yes. This is a minimum requirement we impose on our suppliers.
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Q: Do your delivery people wear uniforms?
A: All delivery personnel are required to wear either an MDX-supplied uniform or an agent supplied uniform and carry appropriate identification to ensure the comfort of the consignee. They are required to be neat and clean in appearance and drive a clean, late model (less than 3 years old) vehicle.
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Q: Is MDX capable of invoicing electronically?
A: Yes.
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Q: Can you provide multiple man deliveries?
A: Yes. All white glove deliveries require a 2-man team. The product being delivered dictates the number of people required to handle it safely and will be addressed in the Statement of Work.
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Q: How can we provide shipment data to MDX?
A: We have an easy-to-use order entry web application called Clarity™ that is also used for management reporting and supply chain visibility.
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Q: Do you own your delivery equipment?
A: We are a non-asset based company with a network of contracted suppliers in every market in the U.S. and all major markets around the world. We manage the assets of others in an efficient and effective manner.
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Q: What is a Statement of Work?
A: The Statement of Work (SOW) is the document that defines all the service expectations and requirements, as well as escalation procedures, contact names, phone numbers, and any information that is relevant to a smooth delivery process for your company. Both the shipper and Manna are involved in its writing and both must agree and sign the SOW, which then becomes the roadmap for our relationship.
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