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iPhone stolen during shipping

L

LionsDen

macrumors newbie
Original poster
Jul 28, 2013
24
0
I would just like to get some opinions here... and to vent my frustrations about Verizon's customer service.

I ordered the new iPhone 5s and signed for and received the package from Fedex. I opened up the box and found no phone in it, just the paperwork. I noticed later that the box had a second layer of tape on it, different from the original, so someone probably opened it up, took the phone, then re-taped the box.

Verizon determined that the theft occurred while it was with FedEx and its no longer they're problem. They essentially took my money and said that if I want to be reimbursed then I have to deal with FedEx myself. On top of that, if I want to the new iPhone I have to reorder it and be put in the month long wait list.

Am I wrong in thinking that Verizon should take more responsibility in this, or at least be more helpful. In my opinion, if your shipping company screws up then you should deal with that company and in the meanwhile fulfill your responsibility and get the product to your customer. Opinions?
 
Once you signed, and then opened box, Verizon has no clue if you are lying or not. Always, always, always, open box first before signing off to Fed EX or any other delivery company. By signing, you are accepting responsibility and the burden of proof is now on you. You will have to deal with Fed Ex and make a claim with them. I wish you luck.
 
It sucks but it's not verizons fault if the theft occurred while fedex had the package. They have a limited supply and can only do so much. Keep in mind that I loath Verizon. Depending upon where it was stolen, Fedex might be able to track it down. Also, don't disturb that extra layer of tape. There could be finger prints. I doubt the police will use that as a resource but one could only hope...

Sorry to hear. I always like to open up stuff in front of them for this exact reason. You can also contact fedex and ask if they weigh the item multiple items and see if you can find the point in which the package was breached.
 
LionsDen said:
I would just like to get some opinions here... and to vent my frustrations about Verizon's customer service.

I ordered the new iPhone 5s and signed for and received the package from Fedex. I opened up the box and found no phone in it, just the paperwork. I noticed later that the box had a second layer of tape on it, different from the original, so someone probably opened it up, took the phone, then re-taped the box.

Verizon determined that the theft occurred while it was with FedEx and its no longer they're problem. They essentially took my money and said that if I want to be reimbursed then I have to deal with FedEx myself. On top of that, if I want to the new iPhone I have to reorder it and be put in the month long wait list.

Am I wrong in thinking that Verizon should take more responsibility in this, or at least be more helpful. In my opinion, if your shipping company screws up then you should deal with that company and in the meanwhile fulfill your responsibility and get the product to your customer. Opinions?
Click to expand...

If, in fact, the box contained the phone when it left Verizon, then it's not their problem or, IMO, their responsibility, but rather that of the shipping company. If the theft occurred while in the possession of the shipping company, then I would assume that you would file a claim with the shipping company for payment.

As far as having to re-order and wait a bit, that may be a bit nasty...unless you can convince the carrier to send you a replacement without the long wait.

But, it seems to me, the seller, in this case the carrier, has fulfilled it's part of the bargain, and really has no legal (I'm guessing...not a lawyer) or ethical responsibility to make up for a problem they didn't cause.


rgarjr said:
Sucks dude. Yeah u would expect for them to do more than just say not my problem.
Click to expand...

Based on what logic or rationale?
 
I didn't realize you could open the package before you sign it. They always ask for the signature before handing over the package... next time.
 
LionsDen said:
I would just like to get some opinions here... and to vent my frustrations about Verizon's customer service.

I ordered the new iPhone 5s and signed for and received the package from Fedex. I opened up the box and found no phone in it, just the paperwork. I noticed later that the box had a second layer of tape on it, different from the original, so someone probably opened it up, took the phone, then re-taped the box.

Verizon determined that the theft occurred while it was with FedEx and its no longer they're problem. They essentially took my money and said that if I want to be reimbursed then I have to deal with FedEx myself. On top of that, if I want to the new iPhone I have to reorder it and be put in the month long wait list.

Am I wrong in thinking that Verizon should take more responsibility in this, or at least be more helpful. In my opinion, if your shipping company screws up then you should deal with that company and in the meanwhile fulfill your responsibility and get the product to your customer. Opinions?
Click to expand...

I feel your pain. And every year I read stories like yours. Can I ask, why you didn't pick up the 5S locally at Verizon? Too far? After reading many stories like yours, I would never risk having a phone sent to me. There's too much blame on pointing the finger as to who is ultimately responsible.
 
CC claim it.

Also, complain to FedEx. You should have call FedEx immediately after you opened it.
 
Shrink said:
If, in fact, the box contained the phone when it left Verizon, then it's not their problem or, IMO, their responsibility, but rather that of the shipping company. If the theft occurred while in the possession of the shipping company, then I would assume that you would file a claim with the shipping company for payment.

As far as having to re-order and wait a bit, that may be a bit nasty...unless you can convince the carrier to send you a replacement without the long wait.

But, it seems to me, the seller, in this case the carrier, has fulfilled it's part of the bargain, and really has no legal (I'm guessing...not a lawyer) or ethical responsibility to make up for a problem they didn't cause.
Click to expand...

I realize that its FedEx's fault for the theft. But in my mind Verizon's responsibility is to get me the product I payed for. And if their shipping company fails then they should be the ones working with the shipper to solve the problem. I ordered the product from Verizon, not FedEx. So I should only have to deal with Verizon.
 
LionsDen said:
I didn't realize you could open the package before you sign it. They always ask for the signature before handing over the package... next time.
Click to expand...

That's what they are told to do. You have every right to inspect anything delivered before signing. They might not like it, and it slows their deliveries, but they can not leave until you sign.
 
LionsDen said:
I realize that its FedEx's fault for the theft. But in my mind Verizon's responsibility is to get me the product I payed for. And if their shipping company fails then they should be the ones working with the shipper to solve the problem. I ordered the product from Verizon, not FedEx. So I should only have to deal with Verizon.
Click to expand...

The problem was that you signed for it. How are they to know you are telling the truth? For all they know, you sold the phone, and now are trying to scam them. They have proof you signed. By signing, you are saying you received your phone, not the box.
 
LionsDen said:
I realize that its FedEx's fault for the theft. But in my mind Verizon's responsibility is to get me the product I payed for. And if their shipping company fails then they should be the ones working with the shipper to solve the problem. I ordered the product from Verizon, not FedEx. So I should only have to deal with Verizon.
Click to expand...

You need to file the claim yourself with Fedex. It's your story and you need to tell it. Take care of it sooner than later.
 
ET iPhone Home said:
I feel your pain. And every year I read stories like yours. Can I ask, why you didn't pick up the 5S locally at Verizon? Too far? After reading many stories like yours, I would never risk having a phone sent to me. There's too much blame on pointing the finger as to who is ultimately responsible.
Click to expand...

I just assumed they wouldn't have any 5Ss available at the store and I didn't want to wait in lines. I've never had problem with ordering stuff online so I wasn't as careful as I should've been.
 
wxman2003 said:
That's what they are told to do. You have every right to inspect anything delivered before signing. They might not like it, and it slows their deliveries, but they can not leave until you sign.
Click to expand...

Some drivers let me open before I sign and some will not allow it. I've had to send damage boxes back due to the fact they would not allow me to inspect the item prior to signing. Not 100% on the policy. Someone should research this.
 
LionsDen said:
I realize that its FedEx's fault for the theft. But in my mind Verizon's responsibility is to get me the product I payed for. And if their shipping company fails then they should be the ones working with the shipper to solve the problem. I ordered the product from Verizon, not FedEx. So I should only have to deal with Verizon.
Click to expand...

Don't know about the USA, but here in the UK if you have paid the carrier for phone and delivery, then your contact is with the carrier and they have responsibility, even if they contracted out to a third party.
 
LionsDen said:
I didn't realize you could open the package before you sign it. They always ask for the signature before handing over the package... next time.
Click to expand...

I would have thought the same as you. Delivery people also seem constantly in a hurry so I'd say there's not much scope for checking.

I would find out where FedEx's nearest premises are and go down there with the packaging, to point out that the tape has obviously been replaced.
 
It's not absurd to think that Verizon would do more.

I know with Amazon, I've had a ~$100 package stolen from my doorstep and they sent out another one, no questions asked. They did their own internal investigation to figure out what went wrong, but they did their best to make sure the customer wasn't too inconvenienced. That's great customer service.
 
Mr.C said:
I'm a bit baffled. Could you not tell by the weight that there was something amiss with the package.
Click to expand...

I know my package of two 5S's felt crazy light so I can understand if the OP didn't notice at first.

One iPhone including the packaging weighs about 8 oz.
 
boshii said:
It's not absurd to think that Verizon would do more.

I know with Amazon, I've had a ~$100 package stolen from my doorstep and they sent out another one, no questions asked. They did their own internal investigation to figure out what went wrong, but they did their best to make sure the customer wasn't too inconvenienced. That's great customer service.
Click to expand...

That's the difference. By not having you sign for package, they still assume responsibility after it is left at your door. Once you sign, you have ACCEPTED the package and they no longer have responsibility if it was stolen. If it was damaged, you could send it back and they would replace because there is an actual item to send back. If verizon were to just send you a new phone after you signed, and then claim it was stolen, it would create a scam industry of people pulling that, and verizon would lose millions and they would cease sending phones out, or they would force you to pay an extra $50 to $100 for insurance.
 
Mr.C said:
I'm a bit baffled. Could you not tell by the weight that there was something amiss with the package.
Click to expand...

Oh I could. But then again I didn't hold the package until after I signed for it. I opened it immediately after and saw it was empty. My first thought was to call Verizon though because I assumed they just didn't pack the phone. I didn't notice the extra tape until later
 
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