Nov 3, 2018

How to change the shipping address or shipping policy that requires a signature upon delivery?

I ordered a Pixel 3 along with the Google Fi project, where the estimated arrival date is this Wednesday, Oct-31th. Three days passed, however, I have not received the package from FedEx yet. I am very disappointed at the Google Fi team shipping policy as well as how shipment was carried out by FedEx.

FedEx requires a signature upon delivery, as claimed by the restriction from Shipper (i.e., Google Fi team). Nevertheless, I missed the delivery three times already... (Oct-31th, Nov-1st, Nov-2nd). The difficulties are not only the tracking system is very not well sync-up nor giving precise arrival time estimated, but also the driver never try giving me a contact (either by phone call, text message, email) upon his arrival when the signature is needed.

This difficulties together require me to wait downstairs from my apartment all day so that I could possibly catch the driver schedule to successfully give a signature for the package, which is totally unacceptable and impossible.

Later on Nov-2nd, I made several calls to the FedEx customer service, asking them to either change the restriction of having a signature upon delivery or change the shipping address to the nearest FedEx local store that I can, later on, picked it up. This again, however, is not possible, as I was told by their customer service that only the shipper (i.e., Google Fi team) can change this information.

Overall, these four days of waiting for the new Pixel 3 is very frustrating and disappointing. I hope Google Fi team can handle this issue ASAP.

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All Replies (26)

ChrisBeyer

Platinum Product Expert

Nov 3, 2018

Hi Wei-Cheng Chang - We are a user to user forum, so your best action would be to contact Project Fi support about this.

Anthony Bouril

Dec 5, 2018

I was able to use the Google Support Chat, and after pressing a bit, got them to escalate the ticket to a shipping specialist that will allow me to send the Pixel 3 to a FedEx location for pickup

Jack in the Dust

Dec 5, 2018

I hope you have better luck than I did. The customer service rep did the same thing for me, but I never heard back from shipping, and I had to end up taking a day off work to get my bloody phone.

J M 3398

Dec 5, 2018

This is ridiculous. I finally got a call back from Fi and it was an automated call and I had to press 1 to connect and it never worked.

Pat d

Dec 5, 2018

I had a family member pick up my phone for me since they lived closer to the FedEx ground location, so now I just have to go pick it up from them.

I did get a call from fedex on the 4th attempted day though to schedule a delivery for it, but I passed since I already arranged for someone to go pick it up for me.

User 8449052251454364159

Dec 5, 2018

I'm having the exact same issue. I can accept the delivery requirements, but the fact that they 1, don't allow me to simply deliver the phone to the fedex store five minutes from my house that is open until 9pm and, 2, don't allow their own support people to make the same changes is ridiculous. Frankly I think the most likely outcome is that they will get their phone back from fedex and lose me as a customer.

Allen Lee

Dec 6, 2018

@ChrisBeyer I'm having the same issue and spent the last couple of days trying to use my FedEx account to get the package rerouted to no avail. Today I got the first failed delivery attempt with a Door Tag so I called FedEx and asked if I can pick it up from a FedEx location but they said that the shipper put a restriction on the delivery that won't actually let them change the delivery address even if it is to a FedEx location. They told me that my only option is to wait for 3 failed attempts and then at that point they will let me pick it up from a FedEx location. They did mention they'd only hold the package for 5 days.

I'm attempting to ask Google on the phone to assist but I'm getting an estimated 30 minute wait. My email request from over a day ago has no response still.

Jack in the Dust

Dec 6, 2018

The restriction on delivery to a FedEx store is simply absurd. I have always been favorably impressed by Google customer service (it's been friendly and effective). "Friendly" is still there in spades; now, however, "effective" -- at least on this issue -- has been trumped by stupidity.

J M 3398

Dec 6, 2018

I agree we should be able to send to a FedEx location of our choice for pickup. I mean I get that it's a $1000 phone at retail but it didn't cost that much to make. And we have to show a government issued ID and sign for it anyway. Not to mention their customer service has been terrible the last few months. I sent multiple call requests and received two. Today I requested three times! First one I could get through after pressing 1 to connect. The second time the call dropped after waiting more than 15 minutes, it rang then click, nothing. The third time I never received a call. I finally got through chat but they couldn't do anything, had to escalate to someone else that is supposed to email me after 24 hours. Really?!?! Are you serious Google?!?! I'm already in my 2nd day after 3 failed delivery attempts. Tomorrow will be three. I'm about to take my entire family's cell service and go to TMobile or Verizon.... Can you hear me? Can you hear me now Google?

Last edited Dec 6, 2018

Sid Wolfe

Dec 24, 2018

@Marty 3301

I have had the same issue with addresses where they are shipping a phone to an old address I used about 8 years ago. I have spent about 2 weeks trying with emails, phone calls and chats with no avail to correct this. I am sorry this happened to you and to me! I wish they would let an organization that knows how to handle shipments and corrections do this for them. If you have solved your problem with them, please post at this forum so others can learn how to do deal with the organization

Best regards

Jessica Preisendorfer

Jan 10, 2019

I read your transcript because the same thing is happening to me. I got chills when I saw the phrase "rest assured" because someone has said that in all 3 of my chats so far. I'm not resting assured, not at all.

User 10136664895129301298

Apr 26, 2019

Had similar experience. Call their customer support and are basically told to F off. Hopefully this is worth it!

Megan Pifer

May 8, 2019

OP, I had the same issue but with our phone. We put the proper address in when ordering the phone, entered our correct billing address, entered our correct shipping address. When Google shipped us the phone, they sent it to an address we haven't lived since 2010. We called them immediately when we saw the error. They said they'd put the shipment on hold and call us back. They didn't put it on hold and didn't call us back. We called again the next day. Again, they'd take care of it and call us back. They didn't. The next day it was delivered to the wrong address. We called again two more times and continue to get the same run-around - they're going to check on our case with the shipping team. What they aren't doing is ensuring we get one sent to the right address and resolving the issue quickly and appropriately! They keep saying that they can't send us a product or issue a refund until the product is returned. When I asked what if it was never returned they didn't have a response other than "they'd talk to the customer shipping team." No one on the team values customer service and making right what was their error, which we tried to get fixed over multiple phone calls. I'm sorry we signed up for this service in the first place and should have stayed with Verizon!