Lied to by RedMagic Support

[CPlusPlus129]

Name of Brand:

RedMagic

 

Description of your issue:

Essentially, I ordered a 10 Pro on March 16. The package ended up getting lost in transit, according to UPS. It took RedMagic 3 weeks to open an investigation with UPS (I couldn't do it as the buyer), and the investigation was quickly closed by UPS since Redmagic didn't provide the proper information. I've spent the past week going back and forth with support again, who respond quickly, but don't actually do anything except apologize.

I understand losing the package isn't at the fault of RedMagic but I've been waiting over a month to receive my device, and there still isn't one on the way. They refuse to send a replacement, or do anything else. In fact, support lied to me and said they would send one out, and still have yet to do that. They also lied when they said that they had begun an investigation with UPS, but they didn't actually open one until a week later (and once they did,they did it wrong).

I get RedMagic is a small company here in the states but this is unreasonable. If anyone has any tips or someone I can contact please let me know.

 

I included images of the tracking progress and the emails where the support lied. 

 

Have you tried solving your issue through the brand's customer support channel? If so, what was the result?

Yes,in every possible way. Calling, emailing,and live chatting. See above for result.

 

What would an ideal resolution of your issue look like?

Getting the damn phone

 

 

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Edited April 21, 2025 by SansVarnic
Placed large pictures in spoilers.

[Blue4130]

10 hours ago, CPlusPlus129 said:

 and there still isn't one on the way. They refuse to send a replacement,

 

Huh? On the April 17 message, they say that one is on the way.

[wanderingfool2]

On 4/18/2025 at 10:22 AM, CPlusPlus129 said:

Essentially, I ordered a 10 Pro on March 16. The package ended up getting lost in transit, according to UPS. It took RedMagic 3 weeks to open an investigation with UPS (I couldn't do it as the buyer), and the investigation was quickly closed by UPS since Redmagic didn't provide the proper information. I've spent the past week going back and forth with support again, who respond quickly, but don't actually do anything except apologize.

I understand losing the package isn't at the fault of RedMagic but I've been waiting over a month to receive my device, and there still isn't one on the way. They refuse to send a replacement, or do anything else. In fact, support lied to me and said they would send one out, and still have yet to do that. They also lied when they said that they had begun an investigation with UPS, but they didn't actually open one until a week later (and once they did,they did it wrong).

I get RedMagic is a small company here in the states but this is unreasonable. If anyone has any tips or someone I can contact please let me know.

 

I included images of the tracking progress and the emails where the support lied. 

Wait, the email that shows that "support lied" happened 1 day after UPS closed their investigation and the email itself happened 1 day before you posted this?

 

I mean that hardly I think feels fair to them on in this case, as they clearly stated they would try getting you the tracking information as soon as possible [which based on the previous one would take a business day or two].  And in that case they likely are confirming the right address etc to ensure things are correct on their end to not have a shipping error again.  Another thing to note, the additional information from merchant line from UPS tends to be just placeholder stuff etc.

 

I'm curious at the timeline of events though, when did you contact them about the package being lost?  It seems like that one delivery one means they had an issue trying to deliver (like wrong address etc and are holding it at a pickup facility).

 

Don't get me wrong, things could happen the way they have, and maybe LTT will be able to help you when they see your post...but of what you posted I haven't necessarily seen anything wrong that they did yet, as the timeline seems like it might be reasonable.  Maybe if you say what the timelines were, because at the moment it looks like this from what you posted

 

Mar 16 - Ordered
Mar 19 - Order processed
Mar 20 - Shipped
Mar 25 - hit destination point
Mar 25 (night) - UPS determined address might not be deliverable/something happened in request [Along with pickup details]
Mar 30 - Delivery address change not accepted (Was this you who initiated this?)

Apr 8 - You contacted RedMagic for the first time?
Somewhere inbetween the UPS investigation started
Apr 16 - UPS closed their investigation
Apr 17 - Red Magic said they were sending you a replacement (which based on timing likely would be shipped Tuesday/Wed due to holidays)
Apr 18 - Post created

 

 

I've actually had UPS "lose" my package before, and yes I agree it's the seller that needs to start an investigation but up until they admit it's lost you can start the investigation to locate the package to get them to admit it's lost (in my case it was 2 days after contacting them my package magically got switched to out for delivery, after sitting in the office for 5 days).

 

So I'd say keep that in mind as well, yes they are a small business, but at the same time they might have been waiting for UPS to tell them why it was effectively cancelled etc.  [Looks like an address change request, so potentially someone trying to commit mail fraud by intercepting UPS packages].  So especially in a case like that, where the package address was tried to be changed mid-transit I would understand that they might be cautious and want to wait until they know from UPS what happened before shipping out a new one [because there are some people who do claim things never got delivered or switch delivery and say they didn't initialize it in hopes of getting 2 products, or switch the delivery address to have the business pay the extra fees for delivery].  *Not saying you did that, just giving that as examples*

 

Okay, so fun fact relating to why I also said the above, I had to manage deliveries to customers for a short amount of time before.  I shipped out a packaged to the verified location, and the customer convinced FedEx to swap the delivery location and charge my employers account.  It took about 2 weeks to know this occurred because FedEx only billed us on a monthly cycle (we had to eat the cost which was like 25% more because the customer was AWOL at that point).

 

[CPlusPlus129]

They first

On 4/20/2025 at 10:45 AM, wanderingfool2 said:

Wait, the email that shows that "support lied" happened 1 day after UPS closed their investigation and the email itself happened 1 day before you posted this?

 

I mean that hardly I think feels fair to them on in this case, as they clearly stated they would try getting you the tracking information as soon as possible [which based on the previous one would take a business day or two].  And in that case they likely are confirming the right address etc to ensure things are correct on their end to not have a shipping error again.  Another thing to note, the additional information from merchant line from UPS tends to be just placeholder stuff etc.

 

I'm curious at the timeline of events though, when did you contact them about the package being lost?  It seems like that one delivery one means they had an issue trying to deliver (like wrong address etc and are holding it at a pickup facility).

 

Don't get me wrong, things could happen the way they have, and maybe LTT will be able to help you when they see your post...but of what you posted I haven't necessarily seen anything wrong that they did yet, as the timeline seems like it might be reasonable.  Maybe if you say what the timelines were, because at the moment it looks like this from what you posted

 

Mar 16 - Ordered
Mar 19 - Order processed
Mar 20 - Shipped
Mar 25 - hit destination point
Mar 25 (night) - UPS determined address might not be deliverable/something happened in request [Along with pickup details]
Mar 30 - Delivery address change not accepted (Was this you who initiated this?)

Apr 8 - You contacted RedMagic for the first time?
Somewhere inbetween the UPS investigation started
Apr 16 - UPS closed their investigation
Apr 17 - Red Magic said they were sending you a replacement (which based on timing likely would be shipped Tuesday/Wed due to holidays)
Apr 18 - Post created

 

 

I've actually had UPS "lose" my package before, and yes I agree it's the seller that needs to start an investigation but up until they admit it's lost you can start the investigation to locate the package to get them to admit it's lost (in my case it was 2 days after contacting them my package magically got switched to out for delivery, after sitting in the office for 5 days).

 

So I'd say keep that in mind as well, yes they are a small business, but at the same time they might have been waiting for UPS to tell them why it was effectively cancelled etc.  [Looks like an address change request, so potentially someone trying to commit mail fraud by intercepting UPS packages].  So especially in a case like that, where the package address was tried to be changed mid-transit I would understand that they might be cautious and want to wait until they know from UPS what happened before shipping out a new one [because there are some people who do claim things never got delivered or switch delivery and say they didn't initialize it in hopes of getting 2 products, or switch the delivery address to have the business pay the extra fees for delivery].  *Not saying you did that, just giving that as examples*

 

Okay, so fun fact relating to why I also said the above, I had to manage deliveries to customers for a short amount of time before.  I shipped out a packaged to the verified location, and the customer convinced FedEx to swap the delivery location and charge my employers account.  It took about 2 weeks to know this occurred because FedEx only billed us on a monthly cycle (we had to eat the cost which was like 25% more because the customer was AWOL at that point).

 

I didn't include all the emails we sent,I first emailed them on March 28th. The initial email included my live chat which has my full name,so I didnt include it. They first said one would be sent out on April 16, so it's been almost a full week since then. Initially I made this post 2 days after that,which isnt a ton of time,but I said they lied because I emailed them again on the 18th, and then they didn't make any mention of sending out a device even though I asked if they had sent one yet.

 

The delivery change was me, cancelling the delivery change I had made (and paid 6 dollars for) on the 25th. UPS closed their investigation 2 days after it opened,and I called them and they told me it was because they didn't get the proper information from redmagic.

 

Also,to be clear, now,almost a week later,they still haven't sent anything.

[CPlusPlus129]

Here's what the timeline looks like. Also, fair point about the holiday. I completely forgot about Easter when I made the post. But still!

 

Mar 16 - Ordered
Mar 19 - Order processed
Mar 20 - Shipped
Mar 25 - hit destination point
Mar 25 (night) - I request the package to be sent to a UPS pickup site (before I thought it was lost, just coincidence)

Mar 26 - Package was supposed to arrive

Mar 28 - Contact UPS who confirms the package is lost, also send my first email to RedMagic right after I was told by UPS they were the ones who had to open an investigation
Mar 30 - Delivery address change cancelled by me,hoping it would get the package moving

Apr 15 - UPS opens investigation (after Redmagic finally contacts them,I assume)
Apr 16 - UPS closed their investigation (due to lack of info,according to UPS person I called once I saw this update)
Apr 16 - Red Magic said they were sending (me) a replacement
Apr 18 - Post created

Today - Called RedMagic again, no update.

 

Also, it seems like the live chat, email,and cell line is ran by 1 person. I talked to him today, and he confirmed that he was the same guy on email and live chat. I get this likely isn't his fault and is just an issue with their processes,but I thought that was kinda strange. Maybe there's more people at different times,but I've only ever talked to the same person.

[wanderingfool2]

1 hour ago, CPlusPlus129 said:

Apr 15 - UPS opens investigation (after Redmagic finally contacts them,I assume)
Apr 16 - UPS closed their investigation (due to lack of info,according to UPS person I called once I saw this update)

Keep in mind that companies like UPS aren't always forthcoming in regards to some things.  Like according to them they never lost my package, but it magically started moving again after I started asking why it wasn't out for delivery (it was sitting for like a week at the final warehouse ready to be delivered).  There has also been a few times when I've noticed dates were almost "backdated" after I had checked it.

 

Overall I'm not sure how much from line staff really know sometimes.  Not related, but PayPal is a perfect example of this.  I triggered my account because I had a large payment coming in but according to PayPal support nothing was wrong with my account and the sender was at fault.  I confirmed with the sender everything was correct, and even found some people who were in the exact same situation I was in.  3 more front line staff later, and telling them specifically what others said triggered their account and no resolution and outright refusal that they have any power to change it.  Then I find a link on some forum to paypal that will trigger the verification check I needed.  So despite PayPal claiming it was all my employers issue, etc, it turned out to still be PayPal and their support being uninformed.

 

Anyways, I give that example to kind of note that just because UPS tells you the "reason" doesn't mean it's the actual reason.  I would be skeptical of information UPS gives as well, just given my limited interactions with them and the fact that when I did have issues they were generally unhelpful as well or in my opinion lied.

 

From my experience as well with UPS [it might have been FedEx, can't remember], on another "lost" package that was shipped out.  I was originally told I had to wait something like 1 week of no movement before they would even open a request.  Then after that point it would go to the last known location to look, then after a week you have to follow up again and it gets escalated before finally they will admit things (or just close the case on you).  For UPS side of things they don't want to be liable for lost parcels so they might try making up as many excuses to essentially not have to pay for replacements.

 

Although, definitely if by the end of the week they haven't shipped it out, then it's bad CS in my opinion.

[wasab]

i had issues with redmagic too, brough their newest phone 3 months ago only to found out that my carrier blacklisted their devices(at&t only accept devices that pay them fees). it wasn't their fault but i requested RMA. return was pretty smooth. My advice is always to use Paypal to pay and then use your credit card as the payment option in your Paypal. This way, you have two extra layers of consumer protection. Paypal can easily reimburse you for the missing items. 

[ewitte]

On 4/23/2025 at 2:45 PM, wasab said:

my carrier blacklisted their devices(at&t only accept devices that pay them fees).

Seems like a reason to drop AT&T.  Not sure what about "unlocked" they don't understand.

[ewitte]

On 4/22/2025 at 5:25 PM, wanderingfool2 said:

Keep in mind that companies like UPS aren't always forthcoming in regards to some things.  Like according to them they never lost my package, but it magically started moving again after I started asking why it wasn't out for delivery (it was sitting for like a week at the final warehouse ready to be delivered).  There has also been a few times when I've noticed dates were almost "backdated" after I had checked it.

Not sure if this was UPS or Fedex.  They stated nobody was there, but I sent it to work because someone is ALWAYS there.    Called them up and they sent someone back out without having to wait another day.

[CPlusPlus129]

Still nothing

[Shahrad]

@CPlusPlus129 Hey! Can you send me a DM with your info and order details? I'll reach out to our contact to try and get a resolution for you.