Fed Ex's Strange Response
In response to the report of an iBook being stolen out of its box while being shipped by Fed Ex, Fed Ex came back a couple of days later and asked for the box the item had been shipped in. With only a teenager in the house who didn’t know to question the Fed Ex driver, he gave it to them. Now, it looks like my sister-in-law has absolutely nothing left to show there ever was a shipment.
The company took her report of the theft as a filing of the claim, and I am fairly locked out of the process because of that, at least as far as using the online tools. If you are ever in this situation, don’t have the receiver report the theft. Have the shipper do it (and do it yourself if you’re the shipper) so you can maintain a pulse on the process.
The company has also not informed her of the process to be used to supply any documentation to support the claim and the payment of insurance. I know what it is because I researched it on their website. I have discussed it with her and intend to ship the documents she needs by US Mail in a day or two, as soon as I can make the time.
Part of the reason I am upset that the box was returned to FedEx was because I believe it contained both the computer’s original software and a note detailing the machine’s passwords I needed to have sent in a separate cover. If the person who stole the machine is manipulating the system, then they know by now that the machine and its power adapter, in and of themselves, still left it fairly useless. By recovering these other items, they would gain the ability to reformat the hard drive and change all the owner information. However, there is one thing they can’t change that I know, and that is the unit’s serial number.
Anyway, while FedEx is doing something, it’s not clear to me they’re really doing what they need to be to get this thing resolved. My sister-in-law is out of an iBook, and I’m out the money I spent on upgrading it and that it would take to try to get another one (while there are some on the market).
Update: August 14, 2008
Much to my surprise, a FedEx guy showed up a couple of days ago carrying a box. It was the box for the iBook, now professionally marked as having parts missing and as “damage claimed”. After I signed for the box, the deliveryman asked if I had received any paperwork concerning how to file for the claim. Upon learning I hadn’t, he told me I would get something shortly. Whether I do or not, how to submit a claim is detailed on their website. I plan to kick off that process tonight.
Amazingly, the box did contain the software the thief left behind as well as the telephone chord for connecting to the modem. So, at least I have that; I really hadn’t insured against the loss of the software and an iLife 04 package had been included. So, I at least have an extra set of system software for a G3 iBook and the iLife04 package I’d have to pay to replace.
I’ll keep you posted on how the claim with Fed Ex goes.