New phone purchased from Fizz lost in transit through Fedex

Posts: 52 ✭✭
edited August 2023 in Your Fizz Account

I ordered a new Pixel 7, and Fizz sent it via Planete courier then Fedex, and the Fedex driver delivered the package to a wrong address. The Fedex driver came back and we went to the wrong address to ask for the package back within an hour after delivery, but the person who received and signed the package with the Fedex driver refused to return the package and initially denied receiving the package and then later said the package was already taken out elsewhere and left their premise.

It's now past 24 hours. The brand new phone is now effectively opened/used/damaged and lost. Fedex left a voice mail saying 100% their fault and told me to ask Fizz to resend me replacement phone and Fizz should file a claim with Fedex.

I already filed a case with Fizz via Online Chat but I never heard back from Fizz since then, and I don't see the case in Fizz portal either.

Welcome!

It looks like you're new here. Sign in or register to get started.
Sign In

Answers

  • Posts: 14,517 ✭✭
    edited August 2023

    Hi @kkl

    Then FedEx must pay for it, and Fizz must fill the request to FedEx as you already wrote

    Sometimes you need then 24 hours with Fizz to have a problem escalated to the right department


    Sorry for the situation

  • Posts: 9,354 ✭✭
    edited August 2023

    Sorry to hear that. It's FedEx fault unfortunately. Hopefully you will be able to receive a new phone.

  • Posts: 52 ✭✭

    I really hope that Fedex and Fizz just settle that directly and immediately send me a replacement phone. The phone had never reached my house, and I don't considered it being "delivered".

  • Posts: 5,680 ✭✭
    edited August 2023

    Looks like FedEx is the problem... They should fix it

  • Posts: 14,517 ✭✭
    edited August 2023

    Yes but Fizz must be refund by FedEx and send the new phone :(

    @Whizz something for you!

  • Posts: 9,354 ✭✭

    Agree completely. The delivery guy should check a piece of ID before giving the package.

  • Posts: 52 ✭✭

    Courier really should check ID, but I believe Fizz didn't ship it with that requirement. The SLA of the shipment is just requiring any adult's signature.

  • Posts: 52 ✭✭

    Just wonder @Whizz should I click the Phone lost/stolen link on the Fizz portal for this new phone that I purchased but have never seen nor received, and is effectively opened/used/damaged and lost during transit prior to delivery to my home.

  • Posts: 14,517 ✭✭
    kkl

    On the fedex tracking page is marked as delivered or lost?

  • Posts: 5,680 ✭✭

    The FedEx delivery should have called the authorities...

  • Posts: 52 ✭✭
    edited August 2023

    Still showing up as delivered. I asked Fedex this morning if they can correct that as "exception" or "lost". They said have to go through the claim process to get it marked lost. However, the case has been already created at Fedex to store all the history for Fizz to inquire.

  • Posts: 52 ✭✭

    I surely hope so too, but Fedex said they don't have that procedure.

  • Posts: 14,517 ✭✭

    It will be easier if the information was rectified on their system

    since now you must convince fizz

    mid you have some chat with fedex include it if your communication with Fizz

  • Posts: 5,680 ✭✭

    Keep your screenshot captures! Just in case...🤞

  • Posts: 52 ✭✭
    Jess_i88b6

    I have a saved voice mail from Fedex saying it's totally their fault, and that person refused to return the package etc., and the Fedex case number which maps to the tracking number. As long as Fizz finally processes my case created through their Online Chat yesterday, I can provide the supporting information.

  • Posts: 14,517 ✭✭

    Sorry but I am playing the devil's advocate

    Since you must convince Fizz to open the case for a phone which was delivered, not impossible but a bit harder

  • Posts: 52 ✭✭

    Fingers crossed, I expect they won't as irresponsible as just looking at the online tracking close the case.

  • Posts: 24,819 admin

    Hello kkl  ,


    Basically it`s a requirement for the delivery company employee to request an ID and confirm the identity of the person of whom he is leaving the package with in the first place.

    Since that didn`t happen, this issue has risen for which we are really sorry to see!


    For the moment our company is checking with FedEx specifically for what happened and possibly will begin a procedure to possibly send a new phone, however, the investigations with FedEx must be completed first.

    You`ll be reached back via e-mail as soon as any updates are given.

    Thank you for your understanding and patience.

    Have a good one,
    -Raul

This discussion has been closed.

Welcome!

It looks like you're new here. Sign in or register to get started.
Sign In

Quick Links

Categories

Top contributors

this week

  • Derr

    @DerrSupreme Geek 5/5

    1052pts

  • Schizofred7

    @Schizofred7Apprentice 1/5

    563pts

  • Oli 64JKA

    @Oli 64JKASupreme Geek 5/5

    553pts