I paid almost $200 hundred dollars to renew a line on my family plan and upgrade my dumb phone to a smart phone. All was well until I received an empty box in the mail from Verizon with my paper reciept but NO Phone!. Anyone else have this happen to them? Its turned into a nightmare with no end in sight.
To make long story short Verizon says its not our problem (even though I've been with verizon for over 10 years) its FedEx's problem and I need to work with FedEx?!? WTF - shouldn't Verizon be working with FedEx to resolve this issue? FedEx says well you signed for the deliver ( I didn't my son who was home at the time did, but whatever) and they are not going to do anything to help. Please tell me I just didn't pay $200 for a box full of air...ugh! Oh and of course Verizon took away my discount on that line, so if I end up getting a new phone it will be at full price. Thanks Verizon for taking such good care of a long time customer.
Solved! Go to Correct Answer
Update: This issue has been resolved for me.
FedEx had the package weights from the time the package was picked up from Verizon until the final delivery. All of FedEx's weights were zero pounds. So FedEx came to the conclusion that the package was picked up from Verizon empty and was delivered empty. My case turned into a dispute between the Verizon warehouse that shipped the package and FedEx, both were blaming each other.
My advice to anyone else this might happen too, is to open a separate case with FedEx first before working with Verizon. Once I had the results from FedEx's investigation I was able to go to Verizon with that information and get my charges reversed.
In situations like this an empty box could have been sent by verizon. On the box label look to see if the weight is listed.
In most situations a call to verizon informing them that the box was empty will have them deal with the carrier.
Once a package is signed for it releases verizon and you could try and get a claim in from FedEx but that is iffy.
Now you have a choice, call your bank or credit card company and have them reverse the payment you made to verizon.
After this is done contact them and inform that you reversed the charge because verizon sent an empty box, or the device was stolen in transit. Please tell them that your child who hopefully is not age 18 or older cannot sign for a package due to not of the age where it states on the label, "Adult Signature Only" FedEx violated their own policy.
When on the phone with verizon tell them to send you another phone.
You can also take verizon and FedEx to small claims court to have your phone. Or compensation of some degree.
Good Luck
Same exact situation we are in right now. Feb 5th should have received new phone, opened box and there was no phone. File a police report, contact your district attorney, and file a BBB claim. I'm so disappointed in Verizon as a company.
83Ingra,
I want to make sure we solve this mystery and get everything straightened out! I would love to help you. I've requested to follow you. Please follow me back and send me a direct message using these instructions: http://vz.to/1cOOY6O
SarahO_VZW
Follow us on Twitter @VZWSupport
This is the same exact thing that happened to me! Box was delivered empty on Friday, May 23. I'm getting the run-around between FedEx and Verizon. FedEx confirmed that the box was at "full weight" in TN, before it got to me in CO, so clearly something happened along the way. But FedEx is saying that Verizon is responsible, and Verizon is saying the box was at full-weight when it left their dock. I already paid for this phone and refuse to pay for an empty box! What should I do to fix this? Who do I put the claim in with? How do I stop the run-around?
As an update, Verizon is making me PAY for a second phone, charging me for the first one that is lost and making me file and follow-up the claim with FedEx directly. Verizon should be talking to FedEx, not me. This is just crazy. Someday a lawsuit will be filed between Verizon and FedEx showing this whole process to be a huge racket where they lose phones on purpose, and then charge customers to repurchase. If the companies cannot prevent theft when the product is under their control, they should be responsible for the losses incurred, not the customer!
KatyKot We understand the frustration behind having your phone lost/stolen. We wouldn't want phones lost on purpose because we don't want unhappy customers. In unfortunate situations such as a phone being left by Fed Ex and not received, a claim has to be filed. Has this process been started, yet?
Sheritah_vzw
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@VZWSupport
We where so excited to receive our new phones. Today we received our box that we thought the phones where in by UPS. The outer box with the shipping label was sealed but we opened the box the two phone boxes where cut open and the phones where gone!! I can’t believe this! Either UPS EMPLOYEES STOLE IT OR A. VERIZON EMPLOYEE STOLE IT AT THEIR SHIPPING FACILITY IN PA.
This has happened on other electronics lately - even when purchasing stuff directly in the store.
Did the box have a sticker about the phone itself - something to specify that phone's specific info like the EIN or Serial Number? If so, then maybe you can get VZW to trace it if someone else tries to use it.
VF74,
Oh wow! We want you to have that device you purchased. Let's look into this missing device. Please follow me and send a private message so we can make sure we get to the bottom of this.
LindseyT_VZW
Follow us on Twitter @VZWSupport
LindseyT_VZW, how can you help us get our missing phone back too? We've talked to numerous people in your office and no one helps. Even people in your district office they only want to charge us more money. VF74 is not the only person who has had a phone stolen before it reached their house. Your company is not doing a good job when it comes to handling this situation. We've spoken to so many people and none of you will help us. I'm sure it's the same with VF74.
Is there any way you can help me as well? Just received my package, wasn't asked to sign for it, and the box only had a piece of tissue paper. I tried contacting both FedEx and Verizon customer support and got dead end answers on both parties.
Due to the age of this thread, it will be locked in order to keep discussions current. If you have the same or a similar question/issue we invite you to start a new thread on the topic.
I have an update. FedEx called me on Friday 2/28 and stated they had just completed their investigation of this indecent and concluded that the package was indeed delivered empty. Fortunately I have the voice message from FedEx where they admit the package was delivered empty.
This brings up two questions:
1) Why did Verizon tell me that FedEx was denying the claim if the investigation was still on going and not concluded?
2) Why is FedEx not following up with Verizon on this instead of me? I'm not the shipper, just the victim.
Fedex will send you a copy of the investigation because it was signed for.
With the copy you can charge back the amount from verizon through your bank or credit card company.
Additionally you can fax a copy to verizon so they can send out another phone.
Do not send the original from FedEx just copy it.
Good Luck
how did FedEx come to this conclusion? did they give you specifics? i have had numerous internal investigations opened up with FedEx and Verizon and they have not once come up with that. just asking so i can maybe bring this up with my case. our's are very similar and within 2 weeks of each other.
Update: This issue has been resolved for me.
FedEx had the package weights from the time the package was picked up from Verizon until the final delivery. All of FedEx's weights were zero pounds. So FedEx came to the conclusion that the package was picked up from Verizon empty and was delivered empty. My case turned into a dispute between the Verizon warehouse that shipped the package and FedEx, both were blaming each other.
My advice to anyone else this might happen too, is to open a separate case with FedEx first before working with Verizon. Once I had the results from FedEx's investigation I was able to go to Verizon with that information and get my charges reversed.
Hi VF74,
Whew! I am so elated to hear that we were able to get your issue resolved. Please let us know if you need any additional assistance.
Thanks,
PamelaF_VZW
Tweet us @vzwsupport
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