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dastaten
Founder
Founder

FedEx says is was delivered, but I never got it

FedEx says they delivered my Stadia Founders Edition Bundle Friday 11/22/2019 at 2:34 PM. I was home all day, and I never saw the FedEx guy, and no one ever knocked on my door. Google didn't notify me that the package had been delivered until FOUR HOURS LATER, and when I checked, there was no package at my door. So either it was delivered to the wrong address, or someone stole it from my door step during the four hours Google waited to tell me the package had been delivered. What do I do now?
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22 Replies
Mad_Dog_Bravo
Community Member

@dastaten :

Contact both Google and FedEx. They have procedures in place for this situation.  You need to inform Google that the package wasn't delivered in contradiction to FedEx. You need to contact FedEx in order to get them to check their records as the package should be a signed delivery (at least that is the process in the UK with DHL).  Google will then instruct you as to the process to follow. 

Kudos appreciated if deserved.
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dastaten
Founder
Founder

Thanks for the reply, @Mad_Dog_Bravo. What's the best way to contact Google about this? I checked all over the Stadia site, and the only way to contact anyone appears to be this forum. I've been Tweeting @GoogleStadia for a couple of days now, and they've yet to respond.
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danieljudge80
Community Member

I'd go via the Google store, where I assume you ordered the Founders Edition bundle as a point of contact.

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dastaten
Founder
Founder

There appears to be no way to contact Google Play on the website, so I sent them a tweet and a DM on Twitter. Hopefully I'll hear back from them.
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danieljudge80
Community Member

Apologies I meant Google store the main Google site where they sell goods directly to us consumers. 

I ordered mine from here https://store.google.com/ there should be one for your country that's the UK site.

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dastaten
Founder
Founder

Ah, my fault. I misread. Thanks.
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dastaten
Founder
Founder

Yeah, no way to contact Google from the store either. I sent the store's Twitter account a tweet and DM. Hopefully someone will eventually get back to me from one of these accounts.

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Mad_Dog_Bravo
Community Member

@dastaten :

I would try via: https://support.google.com/stadia/contactflow?hl=en-GB

then either request callback or chat. 

Kudos appreciated if deserved.
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dastaten
Founder
Founder

Thanks, @Mad_Dog_Bravo. I did the support chat on that page, got referred to a phone number, called that, got transferred to another number, and they've opened up an investigation to find out what happened to my package. Should get back to me in a couple of days.

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This
Community Member

Yeah you kind of have to push back at FedEx. I was really nervous that this would happen to me as well since I know Google likes to use this shipping company. My history with FedEx is about a 50% fail rate when it comes to properly receiving my orders. I try to avoid them when possible. No idea how a company can screw up so much and stay in business when UPS, onTrac, and DHL hardly ever screw up
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ChromeDome
Founder
Founder

If a signature is required... have FedEx show the signature.  Should be pretty simple thereafter. 

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dastaten
Founder
Founder

I wish it was that easy. No signature required.
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dastaten
Founder
Founder

The Google rep said they'd get back to me in a day or two. It's been four days now, and no word. I guess I'm just screwed. I'll just cancel Stadia Premium and forget about Stadia. $139 down the drain, and Google couldn't care less.
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OJAE
Founder
Founder

I didn't think it would be Google's responsibility to contact you when it is delivered. They do it as courtesy. Also I'm sure they had sent you a message when FedEx told them it was delivered. I would imagine FedEx is responsible for the package.
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dastaten
Founder
Founder

Google says they opened an investigation and were supposed to talk to FedEx and find out what happened to the package.

What's really upsetting is there's no signature required. FedEx just leaves the package somewhere. Delivery drivers always have a hard time with my address, so who knows who gets my packages. No one has to sign for it, so I guess whoever gets it just thinks it's Christmas and the package is theirs. I can't even order a replacement Stadia because FedEx will just give it to someone else again.

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Northlight
Community Member

You best weapons now are resiliency and flexibility I know it sucks. I would ask google what is going to append once the inquiry comeback and base your next step based on that informations.

This is what I am expecting for you: They will totally refund you and replace your current order with a premier. 

I know it's not what you want but what can they do?

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dastaten
Founder
Founder

@Northlight  I can't ask Google anything. The rep sent me an email after my initial call, but the reply address is store-support@google.com, just a generic support address. I tried following up using that address, and no one has responded. I guess I could call again, but I don't even know the number. I had to go to a Google support chat, then they gave me a number, then that person transferred me to another number.... I have no idea how to even follow up on my case. For all I know, they've trashed my ticket and I'll never hear from them again. At this point, I doubt I'll even get a refund.

The rep said he'd be in contact in one or two days. It's now been 5 days. I'm not nearly as optimistic as you are.

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Northlight
Community Member

They can't trow your case away it's all filled. 

https://support.google.com/stadia/contact/stadia_c2c

Just tell them you didn't get a call back yet the agent will make verification.

I collect Kudos for living.
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dastaten
Founder
Founder

By the way, I also submitted a report to FedEx days ago. They've never gotten back to me either.

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Chufu
Platinum Stadia Guide
Platinum Stadia Guide

@dastaten totally sorry to read that.

But to be honest, I would do pressure on FedEx until they answer. Maybe even try to say that you'll get help from a lawyer if this will not be solved within X days. Sometimes this little bit of extra mile helps them to check a bit further.

Although it could also be that they have a lot to do atm and don't answer because of the christmas-shopping-season, but still...

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Northlight
Community Member

@dastatenFirst google has nothing to do with the delivery itself all the informations you receive from them they got from FedEx automatically.

With that said contact google support and make your lost item claim. Provide the information you have from Fedex. If the agent if compétent he will look at the tracking information and send a inquiry to Fedex.

With that said most company refund/reship a new item without waiting on the result of the inquiry since they are insured. I was supervisor into a similar job for multiples years I have seen it all.

Update: I have read your last post. The problem with that system is Google need a proof from FedEx that you didn't receive the item. You are probably honest here but there is a lot of false report of stolen or lost item.

People telling you to pressure FedEx have no idea how these things work. This is the way shipping fonction worldwide if you pressure the agent you are augmenting the chance of not getting call back since it will be writing on your file and call center agent will try to avoid working on your case making the process slower for you.

I feel for you I know very well how it feels.

I collect Kudos for living.
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dastaten
Founder
Founder

@Northlight I contacted Google by phone five days ago. They were supposed to open an investigation and get back to me in one or two days. I have yet to hear back from them.

I contacted FedEx via their website three days ago. I have yet to hear back from them.

And even if I'm given a refund, the Founders Edition is no longer available. If I order again, I get the Premium Edition. My irreplaceable property is lost for good, most likely due to the incompetence and carelessness of the FedEx driver.

My Stadia Premium trial has also already started. I'm losing days of my trial while I can't take advantage of it. So I'm still losing money as we speak.

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