I order the new Iphone 16 on December 8th. It was supposed to be delivered on December 12, but since I wasn't home, UPS did left a notice saying I could pick up next day at an access point.
I went to the access point next day and they said the package had not been delivered to them. I checked the UPS tracking and it clearly indicated that the package had not been delivered to the access point and that it was still on it's way there. After contacting UPS, they indicated to me that I would need to contact the shipper (telus) so that an investigation can be opened.
I reached out to Telus and they said they that they will start investigation with UPS but that I should also file a police report. To me, Telus is asking me to file a false report as I have no evidence that the phone was stolen. As far as I'm aware, UPS has failed on the delivery so this issue has to be between UPS and Telus. Additionally, they also told me that the investigation would take 30 days, even though I have already paid for the phone and will be paying the new monthly bill?
I communicated that Telus should resend a new phone and deal with UPS on the phone that previously wasn't delivered. The customer should not be further negatively impacted by this. However, they are insisting that an investigation needs to be completed before doing so.
I received a call from UPS on 11/28/24 where they asked me a few basic question to ensure that the phone still hasn't been delivered. However, on 12/5/24, i havent received any other updates.
Has anyone else gone through a similar situation? If so, how long did it take to resolve?
@TELUS_Support , can you please assist on this?
