XA60 never arrived: Canon blames FedEx. How to get a refund?

[wblin]

Hi! My XA60 ordered directly from Canon never arrived. Canon support wanted me to wait for FedEx to investigate. I waited for a week still no response. I cannot wait any longer as my project needs a replacement camera which is why I'm ordering in the first place.

Context: FedEx delivered on a day that I was out of state but claimed I was the one who signed it. Signature is my name but misspelled. Building security camera shows that FedEx did not show up at all that day.

I just want a refund so I can quickly order something else instead of waiting for this to sort itself out.

[shadowsports]

Greetings,

Sounds like your issue is with the carrier, not with Canon.  You aren't going to get resolution until the carrier performs an investigation.  It's good you have documentation.  Remember this is the carriers fault, not Canon. 

Good Luck

[Tintype_18]

Basically, when a package leaves the seller/manufacturer, it is the responsibility of the carrier and not the other party.

[wblin]

FTC says it’s the seller’s responsibility if there’s an issue with the carrier. FedEx doesn’t not respond to me because their customer is Canon, not me.

[Stephen]

wblin,

The Canon Community is not the place for this discussion. Nobody involved with the Community can help resolve this sooner than the people you've been working with.

I know you've been told this already, but I'm reiterating that this situation must be investigated.

In your own words above, according to FedEx, the product was delivered, and you signed for it. 

Since you've contacted us and disputed the written record they sent to us saying that you signed for the product, we have to give them 15 business days to try to find it. We can't just charge them for a lost product, especially when they've told us in writing it was delivered. 

If you have further questions about this investigation, please call our sales team. They have access to your order information and can check the status of the investigation. They are at 1-800-385-2155 on weekdays from 9 a.m. to 5 p.m. (ET). 

[wblin]

Understood. I was originally told 3-5 days not 15 days. On my building staff’s suggestion, I’ve filed a police report. Please delete this thread for me. I will contact customer service.

[Stephen]

OMG, you were told 3-5 days? By who? FedEx, or our team at Canon? I have always been told 15!! 😱