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brookeb4's profile

1 Message

Thursday, September 28th, 2023 2:48 PM

iPhone 15 Pro shows shipped on AT&T but FedEx says it hasn't received the item

I preordered an iPhone 15 pro in Natural Titanium 128GB. I got an email notification from AT&T on 9/21 showing the order had shipped with a tracking number from FedEx. When I use the tracking number from FedEx it shows that they have not received the item, only that the label was created on 9/16. Who do I need to contact to track down my phone since neither party claims to have the phone?

Community Support

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225.7K Messages

2 months ago

Hello @brookeb4.

Thank you for joining the Community Forums!

 

Not to worry. We're here to help. Remember to keep an eye on the DM so that we can provide support with your issue.

 

Please feel free to reach back out if you have any further questions! Have a great day!

 

Thank you for contacting AT&T Community Forums.

 

MatG, AT&T Community Specialist 

1 Message

2 months ago

Did you receive any resolution on this? I’m in the same boat and about to lose my mind with the lack of support from AT&T. 

ACE - Expert

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22.8K Messages

2 months ago

That's probably FedEx taking their time entering it into their system and getting it on a schedule. Nothing you can do but wait.

ACE - Master

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9.1K Messages

2 months ago

I can’t see FedEx taking their time entering it into their system.  It’s scanned into the system when it gets handed to them by AT&T.  If it’s scanned, the computer isn’t going take its time loading it into the system, and I can’t see that any FedEx employees who do the scanning when they get a load of packages from AT&T will just pick them up and sit around for a few days before scanning them.

If it’s been days since AT&T says it’s shipped, and the tracking shows only label created, then it’s either lost in FedEx’s system, or AT&T never actually handed it off to FedEx.  Either way, the carrier was contracted by AT&T, and AT&T is the one who needs to work it out with FedEx.  File a BBB to get the issue escalated to upper management.  

ACE - Expert

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22.8K Messages

2 months ago

I've personally seen FedEx mess up on a shipment and not get it into their database within a reasonable amount of time. But yes, anything can happen when AT&T hands off to FedEx.

Community Support

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225.7K Messages

2 months ago

Hey @mon034, we're here to address your concern, and we'll be happy to help you. 

We have initiated a DM, please look for DM notification. 

 

Thank you,

Scarlett, AT&T Community Specialist.

ACE - Expert

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13.1K Messages

2 months ago

Unfortunately, the phone shows as shipped once the shipping label is created by AT&T or whoever the shipping company is. It is created before the phone is even ready. It doesn't show as in transit until FedEx receives it.

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