Stolen S24 Ultra - Samsung deemed return as incomplete

[fpmilanes]

Samsung issued a FedEx label for my return of a S24 Ultra 526 gb. I dropped off the package at a FedEx drop-off location on February 2nd, 2024. The package was shown arrived at Samsung Return Center, but the item the phone was missing, Samsung deemed the return is incomplete. I reached out to FedEx for a few days, and finally successfully filed a claim. After days of no communication, FedEx denied my claim (of course they will), when I called in to dispute the solution and provided more information, FedEx said they will stop working with me because Samsung was the one issued the label, and it’s in their carrier contract with Samsung that Samsung will need to file claim for loss or damage of the product that uses Samsung’s issued FedEx label. I called Samsung Customer Support, and they refused to file a claim with FedEx, they said it’s not their job and responsibility to do so, the customer has to do it. At one point, I even had both Samsung and FedEx representatives in the same phone call, FedEx representative again confirmed with me and Samsung representative that Samsung is the one who needs to file a claim with FedEx. Despite hearing that statement from FedEx, the Samsung representative still said no, they won’t do it. It is unbelievable how these two companies denying responsibility right in front of the customer. I even told the Samsung representative that if they don’t believe me, they can track the phone's location, they are not in my possession. All they say is they will do their best, it’s their top priority to get it done, but it’s just words, they provide no solution, nothing. Very shameful to see big companies like FedEx and Samsung treating their customers like trash. I used to advocate for Samsung products with my friends and family, but after this poor customer service experience, I believe they don't even care for their customers, it's like they're condoning thieves. and work with FedEx to cover it.

[Robin621k]

It wasn't FedEx that stole the phone. It happened at HylaMobile warehouse in Texas. It is my understanding that Samsung has the ability for what they call a triage video. All boxes get videoed when they are opened.

I was on a chat with Samsung yesterday about a pair of buds I sent in, she confirmed that the buds were in the box when opened.

Tell Samsung you want to see the video of this step !

[fpmilanes]

They have the video, I saw it, and the box was empty. Yes, It was FedEx who stole my cellphone, the box weighed 0.6 pounds and before it got to Samsung warehouse it weighed 0.0 pounds.FedEx knows, and they are willing to pay Samsung when they do the claim. But the problem is that Samsung doesn't want to do the claim.

I have posted in here before and my post was deleted

[Hello_Kitty]

It could have been empty before FedEx picked it up because it could have got stolen before FedEx arrived to pickup the package so It couldn't been FedEx this happened many times where the product gets stolen before fedex gets to the package

[fpmilanes]

I packaged it myself and dropped it at FedEx myself. How was it stolen before FedEx?

[Hello_Kitty]

It takes time for FedEx to get the package on the truck the package sits there till FedEx can get it someone could have stolen it during that time

[fpmilanes]

When I dropped it, it was a FedEx Office Shipping Center. So, if someone stole it when it was sitting there, it was a FedEx employee still. I can not track it because, for returns, Samsung makes you factory reset it.

[Hello_Kitty]

You can also track it if you haven't logged out of your Samsung account they have offline tracking for Samsung phones

[usermzeJaY3BsM]

Samsung requires you sign out of all accounts before factory resetting any device you are trading in.

[meself]

Not likely