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slickshal

macrumors member
Original poster
Mar 26, 2009
31
14
im dealing with a fedex nightmare. i sent back an applecare phone swap only for it to make it to the fedex jeffersonville, Indiana facility- then i got the dreaded SHIPMENT EXCEPTION that reads:

damaged- handling per shipper instructions
unable to deliver- damaged package

the phone, (13 pro max with shattered back glass) was sent back in the same box apple sent the replacement to me in.

i called to see what is going on and get no answers or help from the reps to what and how it happened.
i go to the store i dropped off and they lie and say it was delivered to its destination.

one rep did say that they will send the damaged package back to me.. my answer to that is why, if apple is the one that created the label.

now im at a loss as to what to do. since apple will charge me the full price.

i dont trust fedex at all for the infinite loop they have me in right now and from past bad experiences dealings ive had.

can anyone tell me what to do with fedex.. do they have a customer relations dept that actually want to help and find out the truth??

i think there is a nefarious reason as to what happened - it was stolen and the thief in fedex, then damaged the box to make it look like an accident - knowing it will get sent to me instead of apple.


anyone have any the same problem with fedex? if so, what was the outcome so i can have a better understanding as to what i should do

thx in advance
 
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nburwell

macrumors 603
May 6, 2008
5,477
2,382
DE
It seems like you have only been in contact with FedEx. Why not reach out to Apple and explain the situation to them? FedEx honestly can only help so much, so I would call Apple and let them know what happened. They’ll create a case and work with FedEx.
 

Shadowbech

macrumors G3
Oct 18, 2011
9,038
5,894
As above mentioned. You need to contact apple in regards to this if you have not done so yet.

I really wish apple could drop using fedex because they arent that great as they used to be
 

slickshal

macrumors member
Original poster
Mar 26, 2009
31
14
As above mentioned. You need to contact apple in regards to this if you have not done so yet.

I really wish apple could drop using fedex because they arent that great as they used to be
ok you guys are awesome. i will do just that.
and yes i agree .. it seams the employees care less and less. especially when your call gets routed overseas to someone that is trained to rebut everything you say and ask.
 

slickshal

macrumors member
Original poster
Mar 26, 2009
31
14
It seems like you have only been in contact with FedEx. Why not reach out to Apple and explain the situation to them? FedEx honestly can only help so much, so I would call Apple and let them know what happened. They’ll create a case and work with FedEx.
thanks. thank god apple customer relations dept cares. i spoke to very nice lady and she gave me confidence it will be resolved.
 
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Piscestg

Cancelled
Dec 11, 2022
168
190
I agree with @nburwell as you will probably have better luck with Apple. A few months ago I ordered the leather magnetic watch band directly from Apple. I knew the UPS delivery date but didn't hear when the truck arrived. Around noon I looked out the front door and saw a grey colored padded shipping envelope in my front yard. It was windy so I assumed the wind blew it off the porch. I picked it up and it was super light. I looked at it and the entire end of the package was sliced open. I jumped in my car to look for the UPS truck. It was gone so I went to the apartment complex across the road. I found the truck and asked the driver if he delivered to me. He said he did. I showed him the envelope and I said that's all I got. He didn't have a reply. I said I didn't mean to sound ignorant but asked if he couldn't feel that it was empty. He said no and he would tell his supervisor about it. But he acted strange and couldn't answer when I asked how I can check the status. I said it's a $100 watch band but without an Apple Watch it's worthless. I told him that UPS workers know that packages marked coming from "AI" on Darrell Waltrip Drive in Lebanon Tennessee are from Apple. I got back home, called Apple and explained the whole thing. The rep asked me a few questions and said she would send me a replacement immediately. I got it two days later. And she APOLOGIZED for the problem. I told her thanks but that sure wasn't Apple's fault. I never heard a thing from UPS. Every time I've had to contact Apple Service they have been great and often go beyond my expectation.

Sorry for the length here. But we've noticed that FedEx and UPS have slacked on their service and dependability in some ways. I'm sure there would be an excuse for that though......."supply chain problems, nobody wants to work, the virus, the decay from globalism, inflation, solar storms", etc, etc. 😂

Edit to add: I should have mentioned that two weeks ago I had a new S8 watch coming from Apple. I specifically watched for the UPS truck. It was funny as it was the same driver who delivered my empty shipping envelope mentioned above. I opened the door, he handed me the long slender box containing the watch, and I looked at him and asked "it's not just an empty package, right?" He just smiled and quickly walked back to his truck. 😆
 
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slickshal

macrumors member
Original poster
Mar 26, 2009
31
14
I agree with @nburwell as you will probably have better luck with Apple. A few months ago I ordered the leather magnetic watch band directly from Apple. I knew the UPS delivery date but didn't hear when the truck arrived. Around noon I looked out the front door and saw a grey colored padded shipping envelope in my front yard. It was windy so I assumed the wind blew it off the porch. I picked it up and it was super light. I looked at it and the entire end of the package was sliced open. I jumped in my car to look for the UPS truck. It was gone so I went to the apartment complex across the road. I found the truck and asked the driver if he delivered to me. He said he did. I showed him the envelope and I said that's all I got. He didn't have a reply. I said I didn't mean to sound ignorant but asked if he couldn't feel that it was empty. He said no and he would tell his supervisor about it. But he acted strange and couldn't answer when I asked how I can check the status. I said it's a $100 watch band but without an Apple Watch it's worthless. I told him that UPS workers know that packages marked coming from "AI" on Darrell Waltrip Drive in Lebanon Tennessee are from Apple. I got back home, called Apple and explained the whole thing. The rep asked me a few questions and said she would send me a replacement immediately. I got it two days later. And she APOLOGIZED for the problem. I told her thanks but that sure wasn't Apple's fault. I never heard a thing from UPS. Every time I've had to contact Apple Service they have been great and often go beyond my expectation.

Sorry for the length here. But we've noticed that FedEx and UPS have slacked on their service and dependability in some ways. I'm sure there would be an excuse for that though......."supply chain problems, nobody wants to work, the virus, the decay from globalism, inflation, solar storms, etc, etc. 😂
i totally agree with you!
the worker bees at fed ex.. they just dont care. i suspect its not uncommon by the way i was hung up on and lied to by numerous agents at fed ex. the amount of business apple provides them with, you'd think upper management will be more pro active with customer support when something like this occurs.
i stand by my feelings that apple gets scammed by insiders on a regular basis. at least the phone cant be used like your watch band... but it can be sold to some unsuspecting person or for parts.
it took 6 phone calls just to open an investigation with fedex.. only one with Apple.. and Apple reps were sincere in trying to help. ive been buying products from apple since 1999. (G4 laptop)
luckliy i have recourse - if all else fails, i will sue fed ex. thats for sure.
 

Jackbequickly

macrumors 68030
Aug 6, 2022
2,712
2,776
It is why I take detailed images of the phone and shipping box, along with images of the screen showing the serial and IMEI numbers! Accidental damage does happen but don’t be fooled as FedEx and UPS employees know what an Apple Phone box looks like. They are not stupid and with help being hard to find, these shipping companies can not be too picky.
 

slickshal

macrumors member
Original poster
Mar 26, 2009
31
14
It is why I take detailed images of the phone and shipping box, along with images of the screen showing the serial and IMEI numbers! Accidental damage does happen but don’t be fooled as FedEx and UPS employees know what an Apple Phone box looks like. They are not stupid and with help being hard to find, these shipping companies can not be too picky.
i agree on all points and i did not do as you :/ next time for sure. i am hoping for the best and am inclined to think there's still good people in this world :)
 
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Piscestg

Cancelled
Dec 11, 2022
168
190
i totally agree with you!
the worker bees at fed ex.. they just dont care. i suspect its not uncommon by the way i was hung up on and lied to by numerous agents at fed ex. the amount of business apple provides them with, you'd think upper management will be more pro active with customer support when something like this occurs.
i stand by my feelings that apple gets scammed by insiders on a regular basis. at least the phone cant be used like your watch band... but it can be sold to some unsuspecting person or for parts.
it took 6 phone calls just to open an investigation with fedex.. only one with Apple.. and Apple reps were sincere in trying to help. ive been buying products from apple since 1999. (G4 laptop)
luckliy i have recourse - if all else fails, i will sue fed ex. thats for sure.
Yes on everything. Some FedEx and UPS workers could have a black market to dump stuff off for a few dollars and parts like you said. And it's like fighting city hall with them to get anything done.

I would think that Apple has clout with both FedEx and UPS, but then again who else could they use on a large basis. Apple probably has a running tabbed for orders that are "lost" or "damaged" by these carriers. Apple keeps the customer happy and FedEx and UPS are too big to care, they just pay Apple for these losses.
 
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slickshal

macrumors member
Original poster
Mar 26, 2009
31
14
good news everyone. Apple went ahead and canceled my pending apple care request.
looks like they are handling it with fedex directly without keeping me in limbo.

thx Apple Care!!!
 
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