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Empty box received instead of new phone!?
VF74
Enthusiast - Level 2
‎02-27-2014 03:50 PM

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.

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Re: Empty box received instead of new phone!?
VF74
Enthusiast - Level 2
‎03-11-2014 05:21 AM

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.

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Re: Empty box received instead of new phone!?
Not applicable
‎02-27-2014 04:03 PM

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

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Re: Empty box received instead of new phone!?
83Ingra
Enthusiast - Level 2
‎03-01-2014 01:43 PM

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.

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Re: Empty box received instead of new phone!?
SickFreak
Specialist - Level 1
‎03-01-2014 02:15 PM

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.

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Re: Empty box received instead of new phone!?
vzw_customer_support
Customer Service Rep
‎03-01-2014 04:30 PM

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

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Re: Empty box received instead of new phone!?
83Ingra
Enthusiast - Level 2
‎03-01-2014 04:46 PM

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.

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Re: Empty box received instead of new phone!?
VF74
Enthusiast - Level 2
‎03-02-2014 01:35 PM

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.

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Re: Empty box received instead of new phone!?
Not applicable
‎03-02-2014 03:05 PM

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

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Re: Empty box received instead of new phone!?
83Ingra
Enthusiast - Level 2
‎03-02-2014 03:58 PM

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.

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Re: Empty box received instead of new phone!?
vzw_customer_support
Customer Service Rep
‎03-03-2014 01:50 PM

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

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