4 Posts
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1011
XPS 15 9520 stolen by FedEx - Empty box delivered
I ordered a new Dell laptop XPS 15 9520 on December 3, 2022. It was shipped expedited via FedEx with a signature required at delivery.
I was notified at 4:03pm on December 14, 2022 that my package was delivered and signed for at 3:57pm. I immediately reached out to my husband who was home to sign for the package (I was at work), and he said that the FedEx delivery driver never knocked or rang the doorbell. He said that the box was quite light, but otherwise appeared fine at first glance, so I asked him to open it. He found that the laptop packaging was there, but the laptop itself and charging cable were missing. The box was on the doorstep for only a few minutes after I received the delivery notification (outside for 10 minutes at most), so it had to have been stolen while in FedEx possession. It is suspicious that the driver did not try to obtain a signature at delivery, likely knowing something was wrong. After more careful inspection of the box, it was apparent that the tamper evident tape and cardboard below it had been cut and the box had been re-taped.
I started a customer service chat with Dell, and they basically said there’s nothing they can do until I file a police report and provide a copy to them. I have started that process, but shouldn’t this be resolved by Dell and FedEx since it happened during shipping?
I was looking forward to this laptop replacing an HP desktop that I purchased in 2010. This device cost me a lot of money and I just want the laptop to the specifications I ordered, not a refund.
nz_1113
4 Posts
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December 29th, 2022 10:00
Final Update: Dell customer service conducted an investigation with FedEx, and on 12/19/2022 they determined that the laptop was indeed stolen during FedEx shipping and an empty box was delivered to me. Because of this, they said the missing laptop was marked as stolen - I'm not sure it makes much difference for the thief, but it makes me feel a bit better.
I was offered the option of a full refund or replacement, and I opted for the replacement. The replacement order was started immediately, and I received my new laptop today (12/29/2022) via FedEx Priority Overnight (previous shipment was via FedEx Home Delivery). I also received some compensation in the form of a credit to my payment method for the trouble.
Many thanks to the customer service agent who was dedicated to making things right! This has been a stressful and anxiety-inducing experience, but I'm grateful that it all worked out okay.
nz_1113
4 Posts
0
December 15th, 2022 10:00
Update: I received a private message from Dell requesting my order number - I provided it and was told that they would look into it and resolve my issue, only to be followed up with another private message telling me to call the 800 number... I also saw that the service request that was opened shortly after I submitted my original post has been marked "completed," though nothing was done on Dell's end to help. Frustrating.
nz_1113
4 Posts
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December 16th, 2022 11:00
Update 2: Dell customer service called me just before 5pm on 12/15/2022 to notify me that an investigation has been initiated with FedEx, to be complete on or before 12/20/2022. I provided additional details and photos of the shipping box today (12/16/2022), and received another call from Dell customer service thanking me for the information and reminding me that if FedEx does not admit culpability in the theft, I will need to file a police report and provide that to Dell. The customer service rep sounded empathetic, which I really appreciated.
Thankfully, a local police officer also got back to me today and a police report should be complete on 12/19/2022.
I'm not sure if my multi-pronged approach of sending emails to various Dell customer care addresses, starting another service request regarding missing items, and posting here in the community is what made the difference, but I finally feel like I'm getting somewhere. Fingers crossed it will all be worked out soon and I can get the laptop I've been looking forward to.
D3ll_customer
1 Message
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March 7th, 2023 19:00
Glad to see this was resolved appropriately for you. Similarly I received my delivery today from FedEx and the box was clearly opened and my package was tampered with by a FedEx employee somewhere along the line. Crazy that FedEx employs folks who do this... I have initiated a support ticket and will see what Dell is willing to do. When a customer is paying top dollar for a product they shouldn't need to worry about receiving a damaged and open box upon arrival.
DELL-Cares
Moderator
Moderator
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25.6K Posts
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March 7th, 2023 19:00
Welcome to Dell Social Media Support.
Could you private message us the Service Tag, so we can look into this for you right away? You could refer to the below link to find the Service Tag: https://dell.to/3L5xVWq
bgc_13
1 Message
0
September 24th, 2023 15:42
@D3ll_customer,
I would say I'm surprised at the unfortunate choice of employees at FedEx, but as someone who worked in internal investigations for a major retailer's supply chain network during the pandemic, I would say that it is an unfortunate reality we are living in...
Approximately half of my FedEx packages wind up missing now where I live, and I am now possibly facing my Dell monitors disappearing into the unknown. I just wish there was another option for those of us that struggle with certain carriers. when we are ordering hundreds or thousands of dollars worth of electronics that have the brand printed right on the box.