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Returned defective phone followed instruction, then the phone is lost

First I tried to return the phone to a local verizion store, they did not take it, since it was an internet order.

Then, I followed the instruction on the return label in the box. I gave the package and return label from VerizonWireless to the full service FedEx desk in Kinkos, the lady who took the package gave me back the return tracking record part, told me to keep it as a record.

Two days later, I tried to track the package in FedEx.com, it was said that there was not any record for the tracking number; called FedEx customer support, she told me the number (smartpost/return) is not their number, and let me call Verizon wireless, -->Verizon wireless could not find the record, let me call kinkos,--> Kinkos did not know how FedEx process smart post return, let me call fedex. I stopped, hoping it was just slow.

Then I saw my bill today:smileysad:, called verizonwireless, they still could not find the phone I returned, and there is no tracking record. They put this case under investigating, and I was told I have to pay it if the phone cannot not be found. I hope they can locate the phone in their warehouse.

Comments

lewisr13

I would go to Kinko's and find out what/who the tracking number they gave is for. Maybe it's a US mail tacking number, try tracking on their website.

esms

the record I got is actually the top part of the return label from Verizon wireless, it has bar code, and numbers - 58901003503011xxxxxx, and on the label, it states: track your shipment at FedEx.com, surprisingly the first FedEx support told me that is wrong number format, not a FedEx number. Called local service today, they told me that since it was a smartpost return, it could not be scanned, or relocated to different route, also they told me that Verizion wireless need to contact smartpost service department in Fedex. they have their own way to track the package.

What a mess this is!!!!

lewisr13

I got one just like it in front of me 20 characters starts with 58, then it's their format. Have you tried tracking recently. Mine didn't show up until a few days later, because it started in the US mail. Actulaly went from MI, to WI, to TX. Are you getting this message when you try to track it?

Not Found

No information for the following shipments/FedEx Office orders has been received by our system yet. Please try again later or contact Customer Service.

If you are then it's a valid Fedex number. ou may need to let fedex know it's a "smartpost" number.

esms

yes, it has been 3 weeks...

The local Fedex service told me that since it was a smartpost return, it could not be scanned, or relocated to different route, also they told me that Verizion wireless need to contact smartpost service department in Fedex. they have their own way to track the package. I will see what result Verizon wireless can get..

What a mess this is!!!!

esms

The customer service still cannot get the answer for their warehouse. it is just too many similar claims. it looks like somebody got a free phone...

ericobxfan

I have a similar issue. I mailed the package from the post office (USPS) per the shipping instructions. VZW never received the phone and billed me $449.00 for a non-returned phone. I contacted VZW and was told that it was not my problem,

they would take care of it and give me a credit on my account. A week later and still no credit. I contacted VZW again and was told the same thing. I waited a few more days, still no credit. I contacted VZW again and was told I needed to

file a claim with Fedex. I let a few days go by to let the anger subside, contacted VZW again and got the same response. I was also told that if I went to a higher level in VZW Customer Suppport that I would get the same answer. I contacted Fedex, who told me I need to contact the USPS location where the phone was shipped from, because Fedex has no record of the package being picked up. I contacted the USPS and finally talked to someone who knows what is going on. When the USPS is used to send phones to VZW, the package is actually sent via Fedex. Fedex is scanning the package and taking the package from the USPS, but the phones are not being delivered to VZW. After a certain amount of days of not receiving the phone, VZW then adds a non-returned phone charge to the customer's bill. The USPS rep said this is a concern to them and have had numerous issues with Fedex and VZW about this. The USPS is starting to

investigate, but I expect this will not be a high priority for them.

I have contacted a local news station for help in resolving or investigating further. My current status is I am waiting for a credit on my bill.

mrpearsoy

This sounds like an "I sold the old phone and kept the reburbished one now Im gonna hold Verizon responsible" kind of thread. I have sent back multiple phones before and never had 1 iota of an issue.

rall_g4

Sounds like a (edited post as per TOS...please keep your post familiy friendly)

mrpearsoy wrote:
This sounds like an "I sold the old phone and kept the reburbished one now Im gonna hold Verizon responsible" kind of thread. I have sent back multiple phones before and never had 1 iota of an issue.

Message was edited by: Verizon Moderator

cnesselbush

Unfortunately, I seem to be affected by the same sort of problem. A month ago I received a warranty replacement and immediately shipped it out from work. Verizon first says FedEx has no record of it. I check with the mail room guys, they said if it was USPS it would have been handed off to our local branch. I check with the local USPS and they have no record of it. Call Verizon again, they say FedEx has no record of it so I should check with my USPS branch. Apparently this box just disappeared. My guess is by next billing cycle they'll have a hefty charge on my account.

ericobxfan

Results from sending email to VZW and filing complaint with BBB: received credit on my bill!

ericobxfan

Don't give up. I got results by sending email to VZW and filing complaint with BBB.

Verizon_Support

I'm here to help cnesselbush! It's no fun being charged for a phone you sent back. If you follow me (JenniferH_VZW) and Direct Message me, we can work together to get the tracking information for your account and open an investigation before that hefty charge appears.

Thank you

JenniferH_VZW

Please follow us on Twitter @vzwsupport

cnesselbush

Just a reply to my situation:

I received my replacement phone on 7/27 and immediately dropped the damaged phone in the mail at my office with the pre-paid SmartPost label. A month later I received a message saying my device hadn't been received and a fee was going to be charged to my account. I called up Verizon and they said the tracking code hadn't been scanned by FedEx. They were under the assumption that the package, though dropped off with the USPS, would be routed to FedEx for delivery. After a few more phone calls and a Verizon rep speaking to their FedEx rep, it was explained to me that if the package was not dropped off with FedEx, USPS would have delivered the package the entire way. I was told to contact my local USPS branch. Unfortunately the local USPS manager told me they couldn't track numbers that were over 30 days old, and actually mentioned how "this sort of thing happens all the time, with phones especially". They had no explanation for why the package may not have been scanned at the station, and could provide me with no record of anything.

Fast forward a bit and I've been working Jennifer at Verizon via this thread. She's been responsive, but nothing had been resolved as of last week.

I just received a text from Verizon saying they have received my damaged device and the charge will be removed from my bill on the next cycle. Just about 10 weeks now and they finally received the phone. Maybe this SmartPost shipping solution isn't the best method for the return of such expensive devices?

Edit: Jennifer from Verizon contacted me last night to confirm the charge has been removed from my account. She's been helpful and easy to communicate with throughout this process.

tackettaj

Same thing happening with me right now. Returned phone in the provided box using the provided pre-paid return label. Tracking number showing the package was delivered on Sept. 7th to their Fort Worth warehouse. Called VZW where they said "we don't know what was in the box". Filed an executive complaint via email. Said they received the box but it was empty and that they found the phone was sold on eBay. VZW said they would not take full responsibility but would "meet me half way" and credit back $300 of the $600 they charged me for. They recommended that I file a claim with FedEx. Can't do this because VZW was the shipper (pre-paid shipping label) and the receiver. I refused to pay a dime for the lost phone. They said they would cut service if any credit card chargeback was processed and would turn me into a collections agency. I guess the BBB will be my next attempt. If that doesn't work I will consult an attorney and look at small claims.

I am amazed at how often this is happening with VZW. Seems like a new process that protects the consumer and the company is needed. Seems simple that all defective phones should be taken to the local VZW store to ensure physical delivery.

So frustrating that we have to go through all of this.

tackettaj

Update: VZW contacted me by phone and email letting me know my account will be credited full amount.

Jakeman1

So what happens on these is you deliver the box to FedEx and FedEx delivers it to the Local Post Office HUB and it travels the rest of the way via USPS. You can try to call the USPS to track this but they will usually refer you to Verizon as they are the ones that pay for and set up the shipping. Verizon will tell you they cannot help you but leave the charge on your line while they refurb your phone and send it out to a new customer and never credit you back for your phone. Since you have no way to show it was delivered there is not much you can do except contact the BBB and FTC and file complaints with each. Once they contact Verizon your box will mysteriousely show up and in a while you will get your credit back.

That is the reason why when I have to send something back to Verizon I always pay the few buck out of my pocket and send it via FedEx where I pay the tab and insure the package.

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