iPhone lost in transit with no solution in sight

Question

iPhone lost in transit with no solution in sight

I’m currently having a nightmare of a time with the iPhone 12 order I placed last week on Jan 25th. It was scheduled for delivery by FedEx the next day (the 26th) but changed to pending late the following evening. I still have not received another update from the FedEx tracker as of today (Jan 30th).

I called FedEx on the 28th to find out what was going on and was assigned a case manager. I also put in a request to hold the package for pickup at my nearest FedEx location in hopes that it would get things moving again. After some investigation, the case manager gave me a call and informed me that my phone was improperly scanned onto a trailer when it reached the FedEx station in my city, and she was working with the local station manager to get it off the trailer and out to the local FedEx store for me to pickup. She said it should be available the next day, and she would call to follow up with me and make sure that happened. I never received another phone call.

When I didn’t receive a phone call from the FedEx case manager, I called them back a few times and was told the case manager would get a message to call me back - it never happened.

Finally, I took the step of calling Apple customer service and told them what was going on. The customer specialist I spoke to told me my package was likely lost, and that they would work with FedEx to determine what actually happened to it. In the meantime, he would get the process started for a replacement phone to be sent to me via UPS, and that I should have it in hand some time between Saturday and Monday.

Well, it is Saturday (Jan 30) now, and I haven’t gotten an update that either a) my phone has been located, or b) the replacement has shipped. In the meantime, the box to send back my trade in phone arrived, but I obviously can’t send that in until I have a working phone in my hand. What on earth am I supposed to do? From my perspective, I’ve basically paid $900 to not receive a new phone and have to send my old one back. Any advice on how to escalate this properly to get an expedient solution would be welcome.

Posted on Jan 30, 2021 5:33 AM

Reply

Answer 1

Jan 30, 2021 5:32 PM in response to QuickTimeKirk

Actually, I spoke to Apple today and they specifically instructed me not to deal with FedEx directly anymore because it is unlikely they know where the phone is. They put in a replacement request because “shipping issues are not the customer’s fault”. I’m hopeful the conversation I had today will resolve the issues I’ve had, but regardless I don’t think your advice is very helpful. As I said in my original post, I escalated my call to FedEx to a case manager who seemed to have made some progress, only to never be contacted by them again despite calling back several times the next day. There’s not really any escalation I can do with FedEx beyond that, so I’m really not sure what experience your curt advice is based on. Now, if you have any experience getting issues like these resolved in an expedient manner, and can offer clear instructions on how to do that, that’s one thing. However, making broad statements with zero context or basis in personal experience does nothing for me or anyone else who stumbles upon this thread looking to resolve a similar situation in the future.

Reply

Answer 2

Jan 30, 2021 6:34 PM in response to red_five_standing_by

Honestly, it appears you've done all you can with the case of the lost iPhone. We are all users on this user to user only forum. No one here works for or has anything to do with Apple.

FedEx lost your phone. You escalated it to FedEx. They haven't found your phone. You spoke with Apple and Apple seems to agree to send you a new phone.

Other than that, there is nothing any of us users can do to help you with this. Except hope you get your phone soon.

Reply

Answer 3

Jan 30, 2021 6:28 AM in response to QuickTimeKirk

That's not particularly helpful. The reality is that I need a functioning phone both for personal use and to do my job. With the clock ticking on my trade-in I need to know what to do to either expedite getting a replacement phone or get an extension on my trade-in return until this all gets resolved.

Reply

Answer 4

Jan 30, 2021 6:05 AM in response to red_five_standing_by

Your issue seems to be with Fed Ex.

Apple can't ship a new device based solely or your statement. They must investigate the case and it takes time.

Reply

Answer 5

Jan 30, 2021 6:31 AM in response to red_five_standing_by

Your problem is with Fed Ex.

Call them again and ask to escalate your case.

Apple will not give you a phone.

Reply

iPhone lost in transit with no solution in sight

Similar questions