LostPhone's profile

Frequent Visitor

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7 Messages

Mon, Dec 14, 2020 11:00 AM

[RESOLVED] FedEx delivered a empty package(Missing iPhone 12 Pro Max)

I had ordered a iPhone 12 Pro Max Nov 2020 and received a package from FedEx today 12/14/2020 and there was no phone in it?

 

There was just a sim card and a empty place with message "Here's your Phone"?

 

I called Xfinity mobile support and they said it is escalated to a different team.

 

LostPhone_1-1607975101289.png

 

 

 

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Accepted Solution

LostPhone

Frequent Visitor

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7 Messages

6 m ago

I did not call FedEx and had to just deal with XFinity Mobile Cust support, though I was on call, waiting for them for a long time. They processed the claim for me after I submitted photos and a police complaint number.

 

The claim was approved and I was offered for a different phone. I declined saying I shall go pick up a new phone from the XFinity Shop than order one online.

 

It took me a couple of trips to the shop as they had difficulity removing my old/lost phone from my account, but eventually the shop rep and tech support on call were able to figure it out, remove my old phone and got me a new one.

 

Though I could not get the Pacfic blue I originally ordered, I am happy with the new graphite iPhone 12 Pro Max.

 

I am happy XFinity resolved the issue. Everyone I had to deal with on this issue were difficult to get hold off, but were extremely helpful and understanding and did their best to resolve my issue.

 

Thanks.

Again

Expert

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25.8K Messages

6 m ago


@LostPhone wrote:

I had ordered a iPhone 12 Pro Max Nov 2020 and received a package from FedEx today 12/14/2020 and there was no phone in it?

 

There was just a sim card and a empty place with message "Here's your Phone"?

 

I called Xfinity mobile support and they said it is escalated to a different team.

 

LostPhone_1-1607975101289.png

 

 

 


Did the package look tampered with?  You should also report this to FedEx.

LostPhone

Frequent Visitor

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7 Messages

6 m ago

There was one tape fastening the package. Packaging was flimsy but was not torn or damaged. 

I have attached the package image here.

 

Waiting in phone call for Xfinity Mobile customer support.

 

LostPhone_0-1607979903192.png

 

LostPhone

Frequent Visitor

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7 Messages

6 m ago

Update: As soon as I found there was no Phone in the FedEx package that was delivered to me, I called XFinity Mobile Customer support,
1. Got to a support personnel in about 10min, spoke to her, explained the problem and she put me on hold saying she is going to speak to her supervisor. 10 min later she said she is going to transfer me to a senior support person.
2. Waited 2hrs to get to the Senior support person. He took down all the details and mentioned that I need to further speak with the accounts verification team? on this..he transferred me over there..
3. 2hrs later, I got speak with another gentlemen from accounts verification team, he said he is going to open a claim and mentioned that I will get a email in 3 days and I would need to submit photos or any other piece of information I have. I would also

need to submit a police complaint and provide the police complaint report number to them.

Now... waiting for the email from Xfinity mobile Claims department....

Regular Visitor

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4 Messages

6 m ago

Following because I am dealing with the same thing with an Apple watch. Listed on the packing slip but not in the box

New Poster

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1 Message

6 m ago

Interesting. I had the exact same thing happen. iPhone 12 Pro Max package delivered on 12.14.2020 with sim card but no phone. Foam sticky flap easily parted from package. Phone was either stollen or fell out in route. I called FedEx right away and 10 business days later they finally said I need to persue it with Comcast. I called Comcast same day as FedEx and they said I had to wait for FedEx to resolve. Here on 12.28.2020 FedEx said I should now run it through Comcast.  Hours on the phone today trying to work through a 2 reps to get me to the Accounts Verification Team and fraud department. I never go through and need to try again tomorrow. Steps sound like they will be the same: pictures, police report, etc. Absolutely frustrating.

Visitor

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1 Message

2 m ago

Exact thing just happened to us. Here's the kicker. My se was in the box my wife's 12 pro max wasn't, and no sim card. Package clearly wasn't tampered. It's a corporate case now so crossing our fingers on a speedy solution. May I ask what location yours was shipped from. Ours was ft. Worth

New Poster

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2 Messages

Just got the same issue with mine. However FEDEX was intercept the delivery before making it to my address. Phone is missing from the box according to FedEx agent. Call xfinity mobile agent and she escalated the issue to fraud department. It may take 5 business days to get an answer. Problem is if they are asking for picture, I can't provide anything since I do not have the package with me.

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