FedEx
iPhone Sent to Apple for Service Lost After Home Pickup

On April 25, a male African American about 5'10" came to my home between 12 and 12:30 pm to pick up my iPhone, which was being sent back to Apple for servicing. After FedEx came, my son called me to let me know that the package was picked up and informed me the driver did not take the paperwork he tried to give him, stating he did not need it. The paper had a tracking number and the account number, so that Apple could be billed for the shipment. The original tracking info was still on the shipment from the delivery of the service phone on April 18.

I told my son to call FedEx back and let them know a driver came to the home for a pickup and did not leave any paperwork. Less than five minutes later my son called me back to say the driver was still out front, and as he approached the truck to tell the driver what I said, the driver was exiting the truck and handed him a piece of paper, stating that was all he needed.

A few weeks passed and I did not hear anything from Apple, so I contacted them to find out the status of my phone and was informed that the phone was never received. I then got on the phone with FedEx to try to find out what happened to my shipment. I was told that the tracking number had no info.

This has become very peculiar to me, because I found out a bit of information that reveals FedEx does not care for your packages as they say they do.

I want to inform you of something, then ask you a question, and then get back to what FedEx has done.

Does anyone ever pay attention to the colors on the side of the FedEx trucks?

Let me tell you what I was told and how crazy this is.

First, the colors on the side of the truck stand for different service levels. For example, orange and purple is for Express pickup and delivery only, purple and green is for Ground pickup and delivery, and purple and green with the outlined puppy is for ground home delivery only. So, we as consumers are supposed to look outside our home when the truck comes and make sure the colors are correct on the outside of the truck. Yeah, right, we do not know that before getting into this situation, but FedEx does.

Honestly, did you know this info?

Well, did you know that if the wrong service level comes to your home and picks up a package, their dais (a portable computer scanner) cannot even scan your package to show the pickup?

Now your pickup number is gone by the end of the day because your package was never scanned. Your package is then taken back to the processing center, and it takes up to two weeks to get it to the correct service level center. My package still has not made it to the correct service level center. Why does the driver not come back to the home and inform the customer of this, so they can have the option to call FedEx back and get the correct pickup driver there? No. This is too hard for FedEx, it seems.

It gets worse. At the end of April I knew I had to send the service phone back or else I was going to be charged for another phone. I contacted Apple but did not get the phone back in time. I was charged $400.00 for another service iPhone, and this threw my checking account into disarray. I incurred quite a few incidental charges.

Apple then sent me a box to send the phone back. FedEx came to my home, but the delivery person never rang my doorbell. Yes, my car was in the yard. I work from home in the daytime. My son found the box on my porch, and it was already open. I boxed up the phone and called for a pickup. Who came to my door but a person with the same description as the one my son states picked up my phone in April. The driver told me, "Oh, I am not the one who came to the house and picked up that package."

They then tried to find my package and it got to the point that they searched their overgood department (this is the department that holds any unknown or fall-out shipments). I was told word for word that they have 179 iPhones in their overgood department. Apple did not even know this, at least until I told them, and now they are investigating it.

Not one time did I hear anything about LP (Loss Prevention) getting involved in this matter. See, that could not be UPS. I feel we take pride in our customers and their packages. No, we are not a perfect company, but I know we take lost and damaged packages very seriously.

I then submitted a claim to the company and was denied. I have never received any correspondence from them to date.

Company: FedEx
Country: USA
Site: www.fedex.com

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