Apple Intelligence now features Image Playground, Genmoji, Writing Tools enhancements, seamless support for ChatGPT, and visual intelligence.

Apple Intelligence has also begun language expansion with localized English support for Australia, Canada, Ireland, New Zealand, South Africa, and the U.K. Learn more >

You can make a difference in the Apple Support Community!

When you sign up with your Apple Account, you can provide valuable feedback to other community members by upvoting helpful replies and User Tips.

📰 Newsroom Update

Voice Memos update brings Layered Recordings to iPhone 16 Pro and iPhone 16 Pro Max. Learn more >

Looks like no one’s replied in a while. To start the conversation again, simply ask a new question.

User profile for user: Tx_Harley
Tx_Harley Author
User level: Level 1
8 points

Lost trade-in return

I purchased a new Iphone 12 and traded in my Iphone 11. Return package was received by Fedex and shipped out. The online tracking shows it stopped moving after departing its last location.

Its been 10 days with no movement. Fedex started a trace and cant find it.

When I attempted to file an online claim it wont let me complete the process without a shipping address.

I dont know the address for Phobio in Elk Grove California. I emailed them with no response. Phones go through automated options that are no help.


Anyone have a suggestion.

Posted on Nov 29, 2020 5:33 AM

Reply
Question marked as Top-ranking reply
User profile for user: Tx_Harley
Tx_Harley Author
User level: Level 1
8 points

Posted on Dec 2, 2020 3:42 PM

Update:

Fedex found my package in Williston, ND. Box was empty and crushed between other boxes. Iphone was not found.

So I have to start a claim with Fedex.

The address was actually to AI, 3011 Laguna Blvd, Elk Grove, CA. 95758


My speculation is, someone stole the Iphone and tossed the box in a different shipping container.

View in context

Similar questions

4 replies
Question marked as Top-ranking reply
User profile for user: Tx_Harley
Tx_Harley Author
User level: Level 1
8 points

Dec 2, 2020 3:42 PM in response to Tx_Harley

Update:

Fedex found my package in Williston, ND. Box was empty and crushed between other boxes. Iphone was not found.

So I have to start a claim with Fedex.

The address was actually to AI, 3011 Laguna Blvd, Elk Grove, CA. 95758


My speculation is, someone stole the Iphone and tossed the box in a different shipping container.

Reply
User profile for user: mdhurst
mdhurst
User level: Level 5
6,629 points

Nov 29, 2020 7:13 AM in response to Tx_Harley

In the upper right corner of this page is a "Contact Support" click on this and be patient as you will have to wait and listen to music on hold for a bit. (15 minutes to 30 minutes is not unheard of) they should be able to assist you in sorting this out and or give you the needed information to move it forward.


Guessing FedEx might also have a "Live Person" option somewhere on their site.

Reply
User profile for user: Zipties
Zipties
User level: Level 1
4 points

Dec 2, 2020 4:12 PM in response to Tx_Harley

Thanks for the follow up. Apple said they already started an investigation with FedEx before I called. The packaged was scanned damaged a couple days ago in Sparks NV. Mine was going to the same place. I assume it is the same situation. I called FedEx before calling Apple and they said that there was nothing they could do for me that Apple had to file the claim. I’m surprised that FedEx allowed you to file it.

Reply

Lost trade-in return

Welcome to Apple Support Community
A forum where Apple customers help each other with their products. Get started with your Apple Account.
Learn more Sign up