Quote:Initial Question: Hello, i just arrived at home from a business travel and i noticed that the order just arrived on wednesday and a lady who works here with me signed as received, everything fine, untill now, im with my wife opening the packages and for our sadness the boxes are empty, so, im wondering what could be wrong with it, because i received a full sealed package but no phones inside the boxes? Notice i just bought one for my wife and one for my daughter and now they are both sad because there is no gift today.

I did received the package, with my name and labels on it, my address, the item name, etc. But when i opened it i only got the packaging paper and the invoice, boxes of the phones and nothing else. no phone inside of it. PACKAGE was full sealed, i can't understand whats wrong with it.

They've been waiting me since wednesday to open the package but now what can i do with it?


08:32 PM PST YYY(Amazon): Hello, my name is YYY. I'm here to help you today.
Thank you for being a Prime member.
08:32 PM PST XXXX: Holl YYY
Hello
08:32 PM PST YYY: I’ll look into this for you. Could you please confirm the order number?
08:33 PM PST XXX: Ordered on January 19, 2018 Order# 111-XXXXXX-732XXXX
08:33 PM PST YYY: Please allow me a minute while I look into this for you.
08:33 PM PST XXX: Ok YYY
08:34 PM PST XXX: To be honest im not even mad, im SAD because i promised my 11 years old daughter her smartphone.
08:35 PM PST XXX: Also, im about to buy a brand new Galaxy note 4 for me, but now, im worried about it to be honest because, is the first time im sucessfully buying from here but got this issue.
08:36 PM PST YYY: I'm sorry your item was missing from the package. Since this item was sent to a freight forwarder, I'm not able to replace or refund it. For more information about sending items via freight forwarders, please visit our Help pages: http://www.amazon.com/gp/help/customer/display.html?nodeId=201117950.
08:37 PM PST XXX: What do you mean a freight forwarders?
08:38 PM PST YYY: The delivery address you provided was a forwarding company and you'd need to get in touch with the to seek help.
them*
08:39 PM PST XXX: I can't still understand how will they help me if the package was full sealed but missing items inside the boxes. With all the seals comming from amazon. Im pretty sure i will not receive a positive feedback from them if im not receiving it from you.
08:40 PM PST YYY: Since this item was sent to a freight forwarder, I’m not able to replace or refund it unless we receive valid tracking confirmation that the original item was never received by the freight forwarder. Please send a screenshot of the tracking page from the freight forwarder’s official website to freight-forward-lost@Amazon.com and indicate if you’d prefer a refund or replacement. You can expect a response within 1-2 business days.
08:41 PM PST XXX: Do you mean they openned the package before me?
08:42 PM PST YYY: I'm not sure, XXX
Please check with them.
08:42 PM PST XXX: Because, so far i know, Mrs Chirinos signed for the package received, but the thing is there is nothing inside a sealed package.
08:42 PM PST YYY: I'd not be able to go beyond policy guidelines. I hope you understand.
08:43 PM PST XXX: It's ok, i really do understand you because you're being really kind to me
But i do really want to solve this issue from one way or another, because now i will have to buy again 2 phones?...
08:44 PM PST XXX: Could you explain me this better: Since this item was sent to a freight forwarder, I’m not able to replace or refund it unless we receive valid tracking confirmation that the original item was never received by the freight forwarder. Please send a screenshot of the tracking page from the freight forwarder’s official website to freight-forward-lost@Amazon.com and indicate if you’d prefer a refund or replacement. You can expect a response within 1-2 business days.
Especific this: unless we receive valid tracking confirmation that the original item was never received by the freight forwarder
08:45 PM PST YYY: Elaborating- You need to get a screenshot of the freight forwarder's tracking page specifying the package weight at the time of shipping.
08:46 PM PST XXX: Oh ok ok now i get it
Well im checking their webpage to see if i can find anything that will help me
08:47 PM PST YYY: Thanks a lot. I really appreciate your help and understanding.
08:47 PM PST XXX: Well, even i have not solved the issue i hope to
How can i find this chat later so i can get that email address
08:48 PM PST YYY: Please contact them and they'd help for sure.
I'd send you this chat transcript via email at the end of this chat.
08:48 PM PST XXX: What if they can't help me? As far as i know from Mrs Chirinos they received a full sealed package and sent it to me
I received the same sealed package, not tempered at all, not damaged but with missing phones inside boxes..
08:50 PM PST YYY: If they don't let us know we'd try to find a way out for you. But make sure you don't miss on sending their tracking page details to the above mentioned address.
08:51 PM PST XXX: Well at least i've got a hope with you YYY, thank you for explaining me how to go trow this, im really newbie at online shopping
sadly my first experience with amazon went this way
08:51 PM PST YYY:

You seem to be a really nice person XXX . Thanks for your understanding here. Assisting you was fun.

08:52 PM PST XXX: Well, please send me this to my email so i can start with the process with them.
After that, what do i have to do?
Email the screenshot and just wait an email answer?
08:52 PM PST YYY: Just send the screenshot and wait for a response from our team.
08:53 PM PST XXX: Ok thanks YYY, have a nice day.
08:53 PM PST YYY: Pleasure is all mine
08:53 PM PST XXX: Not solved but you got me a hope.
08:53 PM PST YYY: Perfect! I'm glad I was able to address your concern!
Thank you for contacting Amazon. Please click on the "End Chat" to close this window.
Have a blessed day ahead!
Bye!!!
08:53 PM PST XXX: same for you, goodbye
08:53 PM PST YYY:

(01-27-2018, 06:15 AM)yeahmate[] Wrote: What was the $ of the items? and was this on .com ?

(01-27-2018, 06:11 AM)DROsm Wrote: What should i do from here? I will obviously send the screenshot, but should i edit the weight?

(01-27-2018, 06:38 AM)mothered Wrote:

(01-27-2018, 06:11 AM)DROsm Wrote: What should i do from here? I will obviously send the screenshot, but should i edit the weight?

Don't edit the weight. They'll most likely cross-reference the screenshot, hence their adamancy and reiteration of requesting It.

SEing of this nature and magnitude, Is a step-by-step process. Send them a corrupted Image and when they requesting It again (which they will), send another In a different Image format and keep doing so. This (different format) will demonstrate that you're making the utmost effort on your part to resolve the Issue.

The next step Is based on their response.

(01-27-2018, 08:21 AM)DROsm Wrote: Thank you for your answer, now, how can i make a corrupt image? Should i use the real screenshot and then corrupt it ? Or can any image be used?

I will be searching in the forum and google to see how can corrupt the image file.

(01-27-2018, 09:55 AM)mothered Wrote:

(01-27-2018, 08:21 AM)DROsm Wrote: Thank you for your answer, now, how can i make a corrupt image? Should i use the real screenshot and then corrupt it ? Or can any image be used?

I will be searching in the forum and google to see how can corrupt the image file.

You're welcome.

You've probably located a site that corrupts files by now but In the event you haven't, here's a couple via a simple Google search.

https://corrupt-a-file.net/
http://www.corruptmyfile.com/

I've tested the second/last link quite a few times and It does the job well. Prior to sending the Image, I'll state the obvious and advise to test It and make sure that It Is In fact corrupted.

(01-28-2018, 03:27 AM)DROsm Wrote:

(01-27-2018, 09:55 AM)mothered Wrote:

(01-27-2018, 08:21 AM)DROsm Wrote: Thank you for your answer, now, how can i make a corrupt image? Should i use the real screenshot and then corrupt it ? Or can any image be used?

I will be searching in the forum and google to see how can corrupt the image file.

You're welcome.

You've probably located a site that corrupts files by now but In the event you haven't, here's a couple via a simple Google search.

https://corrupt-a-file.net/
http://www.corruptmyfile.com/

I've tested the second/last link quite a few times and It does the job well. Prior to sending the Image, I'll state the obvious and advise to test It and make sure that It Is In fact corrupted.

What do you think about this option i received somewhere else:

I just sent you via PM.