Fed Ex lost my HTC Incredible

I would've gone postal long before this on this situation. To the OP, I'm so sorry that you had to go through this. Even though you made up your mind on what you're going to be doing, I wanted to give input on it. First, it should NEVER have been you dealing with FedEx. VZ is the one that sent the phone out and they should be the ones dealing with FedEx. Having you go through all the trouble and heartache, is just wrong on so many levels. I would've just said screw the Inc. and probably went for the Droid X instead. I didn't see why you didn't want one so I can't speak too much on that. However, early on, I would've demanded a charge back by your CC company. That really would've gotten FedEx and VZ going. Hopefully, you will get some satisfaction in the end.

In short, all you should've had to do is inquire where your package was and once you found out that it was delivered to the wrong address, VZ should've taken over and ripped FedEx a new one and sent you another phone. This story is the perfect shit storm of shoddy customer service. I would contact VZW corporate offices and calmly and politely explain your issue and explain that it should never have been you to deal with this in that manner and request some reimbursement for all the time lost and heartache. Good luck.

man it seems like the OP was doing something wrong on the phone. either he's too nice or not nice enough, something.

verizon should have solved the problem from the get go.

joefrog91 said:

Maybe I was being too nice. Some background on me. I used to be a very angry young man. I've tried to change that about myself over the years. I still do flare up sometimes and I flared up at the FedEx supervisor I spoke with early on. It didn't help the situation at all so I calmed down and we ended the conversation on a level head.

Maybe I should have screamed and hollered at everyone I spoke with and threatened to get the League of United Latin American Citizens after them. But, that's not my style anymore.

In my younger, wilder days, I would have already thrown a brick through the neighbor's car windshield.

The last call I had to Verizon was just the last straw when the supervisor tried to push the Droid X on me. I said, "I don't give a sh** about the Droid X!" When he finally agreed to see if there was a store in my area that had a DINC available, he said I would have to pay for it myself and then be reimbursed. I said, "Why would I pay for DINC again? Just give me my money back." That's when he got a little attitude with me and asked for my credit card info to charge it back to.

I then called my credit card company and they would not open a ticket for me to contact Verizon for the charge back. They said since I had already requested a refund it was up to Verizon to complete it.

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The sad thing is that if you didn't ask verizon first for a refund and went straight to the CC company for a chargeback, I would bet that they would've told you to "try to work it out with the seller first". That way, they wouldn't have to do squat.

joefrog91 said:

I then called my credit card company and they would not open a ticket for me to contact Verizon for the charge back. They said since I had already requested a refund it was up to Verizon to complete it.

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That's not how it works. The Bank is more inclined to help if you have already tried to get your refund and less inclined if you haven't taken any action yet.

I have Chase and they always take care of me.

I'm a little confused as to whether they told you they would send you a new phone or not.

I wouldn't have settled on an X either. But the fact that they offered it to you sounds like they are willing to remedy the situation send you a new Incredible but you have to be put to the back of the line (August ship date). Is that correct?

To the OP - Congrats for making the best of a bad situation. I had a rather expensive car parts package delivered to the wrong address once and it took several days to get it back. When I did, the box had been opened and it had been gone through, even though it was clearly labeled with my name and my address. I'm positive if it had been something "good" that they could have used they would have kept it.

Some people just suck and I'm sorry you have to the one having to deal with it. Good luck to you, I'm sure things will work out in the end. Let karma deal with the person who kept your phone.

joefrog91 said:

Yes, back of the line (end of August). At that point, I was just frustrated with the whole ordeal. One Verizon rep had told me they would bump me to the front of the line (which turned out to not be true). That's why I asked for my money back. I'm just fed up right now and when I cool down I may try again. But for right now, I don't want to have anything to do with FedEx or Verizon.

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Gotcha. Well thanks for the story and keeping everyone educated on how FedEx and Verizon conduct business (put us through useless customer service reps that have no authority, run you in circles, and put all responsibility elsewhere).

I have a package to send tomorrow and it's going UPS as a result of this thread.

I think some deep breathing and a good night rest would serve you well.

Good luck

If it was my phone, someone would have had flat tires by now. I don't care if they had my phone or not.

joefrog91 said:

Well, this story isn't over yet. I called Verizon back today at lunch to check the status of my refund. A rep named Jay said the previous rep told me it would take 5 to 7 business days. But it could take longer. Oh, and that wasn't a supervisor I spoke with last time.

So, I told him no that was not relayed to me about the wait time. And I should have known the guy was lying when he said he was a supervisor. This was just another bad experience that caused me to ask for a refund. Jay was very apologetic and asked me if I would give him today to contact the warehouse to get a replacement phone sent out to me by tomorrow. I asked how that was possible when the other guy told me it wasn't. He said it is possible in situations like this. I thanked him for his efforts and agreed to give him today to find out if it's possible. If not, then I would still like a refund. He said that was fair and will call me back by 5 pm today.

If this guy does come through for me, I will make sure to ask him to let me speak with his supervisor so I can give him a high rating. I'll also send an amendment to my complaint letter detailing how Jay helped me when no one else would.

Stay tuned.

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I hope you get it. I really do. However, either way...if you do or don't, I would really rip VZW a new ass. If you get it, rip them a new one for making you go through all the damn hoops trouble and heartache and if you don't get it, rip them a new one for lying to you up, down and sideways....its BS.

joefrog91 said:

Well, this story isn't over yet. I called Verizon back today at lunch to check the status of my refund. A rep named Jay said the previous rep told me it would take 5 to 7 business days. But it could take longer. Oh, and that wasn't a supervisor I spoke with last time.

So, I told him no that was not relayed to me about the wait time. And I should have known the guy was lying when he said he was a supervisor. This was just another bad experience that caused me to ask for a refund. Jay was very apologetic and asked me if I would give him today to contact the warehouse to get a replacement phone sent out to me by tomorrow. I asked how that was possible when the other guy told me it wasn't. He said it is possible in situations like this. I thanked him for his efforts and agreed to give him today to find out if it's possible. If not, then I would still like a refund. He said that was fair and will call me back by 5 pm today.

If this guy does come through for me, I will make sure to ask him to let me speak with his supervisor so I can give him a high rating. I'll also send an amendment to my complaint letter detailing how Jay helped me when no one else would.

Stay tuned.

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Congrats on headway. It sucks, but sometimes you get the douche bags who don't know what they're doing, and then sometimes you get the guys who really know what they're doing. I had a similar experience with Comcast. The techs I got the first few times couldn't help me, but the last guy new exactly what was wrong and had me go into my router checking settings until it worked so so and then he knew it was their modem. All over the phone.

Keep us updated.

kibble said:

*grabs popcorn*

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I'm still thoroughly enjoying this thread! Sorry you have to go through all of this crap Joefrog. Hopefully everything works out for you soon...I'll be at the edge of my seat waiting.

joefrog91 said:

Well, this story isn't over yet. I called Verizon back today at lunch to check the status of my refund. A rep named Jay said the previous rep told me it would take 5 to 7 business days. But it could take longer. Oh, and that wasn't a supervisor I spoke with last time.

So, I told him no that was not relayed to me about the wait time. And I should have known the guy was lying when he said he was a supervisor. This was just another bad experience that caused me to ask for a refund. Jay was very apologetic and asked me if I would give him today to contact the warehouse to get a replacement phone sent out to me by tomorrow. I asked how that was possible when the other guy told me it wasn't. He said it is possible in situations like this. I thanked him for his efforts and agreed to give him today to find out if it's possible. If not, then I would still like a refund. He said that was fair and will call me back by 5 pm today.

If this guy does come through for me, I will make sure to ask him to let me speak with his supervisor so I can give him a high rating. I'll also send an amendment to my complaint letter detailing how Jay helped me when no one else would.

Stay tuned.

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I'm crossing my fingers for you. In my experience most CSRs who tell you they will call back never do. Next time you get someone good like that on the phone, get his email address. They can and should give it to you.

I am sending you a PM with a CSR who was actually helpful when I received my phone.

Verizon reps can do a lot more than what they would have us think they can do.

Recently, my insurance coverage mysteriously disappeared when switching phones around on my account. I went to a store near where I was and was told that's too bad. They could put the insurance back on the old pos env3, but not on the Moto Droid or the DInc. I told them that was ridiculous as those were the two most expensive phones and the two that I wanted it on the most. This should have been no problem as they could look at my account and see that I had the insurance until 2-3 days ago. They said they couldn't help me and that I could check with Asurion but that they would tell me I had to wait for open enrollment.

So, I left pissed off. Went to another store down the road (both were Verizon corporate stores, I don't deal with stores like Cellular Sales anymore) and had a conversation with a rep there. He started by telling me the same stuff and I told him how stupid that was. He said it was my own fault for not keeping the insurance on the phones when I switched them around on the account. I told him that there was no option this time, which I had thought unusual at the time and prompted me to check to see if I still had insurance. He said that it must have been a glitch in the system. I told him that THEIR glitch might cost ME $5-600 if there was a problem with the phone and that this just wasn't right. He agreed and took literally 2 minutes to put insurance back on the phones, right there from his computer. No phone calls or anything. Something that a few minutes before,he said he couldn't do.

Sometimes, they just want to be lazy and not have to deal with you.

They can get you a phone now. If they want to.

joefrog91 said:

Jay just called me back. Said he can't get phone out today.

BUT, he could get it out tomorrow for Saturday delivery at no special cost to me for weekend delivery.

BUT, I would have to pay for the phone and be reimbursed. I nearly fell out of my chair. He put me on hold for about 10 seconds and apologized saying the claim will take care of the cost of the replacement phone. I told him he almost gave me a heart attack. He apologized again.

I asked to speak with his supervisor and told her that I wanted to sing Jay's praises. I told her a brief summary of my woes and she thanked me for taking the time to speak with her. She also apologized for my troubles and hoped that I enjoy my new phone.

So, I will let ya'll know if I receive my phone on Saturday. I may sit outside all day watching for the FedEx truck in case he tries to deliver it to a neighbor again.

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Good to hear that. You'll like the phone, I promise. It's BS that you'll have to pay for it (even though you will get reimbursed).

joefrog91 said:

Jay just called me back. Said he can't get phone out today.

BUT, he could get it out tomorrow for Saturday delivery at no special cost to me for weekend delivery.

BUT, I would have to pay for the phone and be reimbursed. I nearly fell out of my chair. He put me on hold for about 10 seconds and apologized saying the claim will take care of the cost of the replacement phone. I told him he almost gave me a heart attack. He apologized again.

I asked to speak with his supervisor and told her that I wanted to sing Jay's praises. I told her a brief summary of my woes and she thanked me for taking the time to speak with her. She also apologized for my troubles and hoped that I enjoy my new phone.

So, I will let ya'll know if I receive my phone on Saturday. I may sit outside all day watching for the FedEx truck in case he tries to deliver it to a neighbor again.

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Congrats!!! Today is a great day for good news. You are getting your phone and Unrevoked released the easy root method. All you need now is a cold beer and your PC. Relax, Drink and Root! Make sure to update us on Saturday.

joefrog91 said:

Jay just called me back. Said he can't get phone out today.

BUT, he could get it out tomorrow for Saturday delivery at no special cost to me for weekend delivery.

BUT, I would have to pay for the phone and be reimbursed. I nearly fell out of my chair. He put me on hold for about 10 seconds and apologized saying the claim will take care of the cost of the replacement phone. I told him he almost gave me a heart attack. He apologized again.

I asked to speak with his supervisor and told her that I wanted to sing Jay's praises. I told her a brief summary of my woes and she thanked me for taking the time to speak with her. She also apologized for my troubles and hoped that I enjoy my new phone.

So, I will let ya'll know if I receive my phone on Saturday. I may sit outside all day watching for the FedEx truck in case he tries to deliver it to a neighbor again.

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Great News... I hope it works out this time keep us posted u will love the phone...

That is great news!! This phone is definitely worth it.

Good to hear. Hopefully the saga is done as far as you're concerned.

That's great! Congratulations!!

Well I don't want to jinx it and say I'm happy with the way this turned out, but I'll say it anyway

Finally you get some decent news. They need to also send you a GC for $25 for the run-around. I would definitely recommend you stay home, or have someone stay home. I guess if they deliver on a Saturday it won't be too late. Enjoy!