iPhone shipment lost

[hodor123]

I ordered an iPhone X from Apple on 11/27. It was supposed to be delivered to my friend in Seattle by 12/05 EOD. On 12/04, UPS marked it as "Delivered" in San Diego. Apple order page shows my order is delivered as well.

I chatted with Apple support yesterday and the guy told me he has opened an investigation. After 24 hours lapsed and there was no contact from Apple, I contacted them again and they said no investigation was opened. What can I do now? Is there a way I can escalate because the support guys say it'll take 4 business days and they act like it's usual business for them. Does Apple usually give away delighters/discounts/concession in these cases?

 

[44267547]

I ordered an iPhone X from Apple on 11/27. It was supposed to be delivered to my friend in Seattle by 12/05 EOD. On 12/04, UPS marked it as "Delivered" in San Diego. Apple order page shows my order is delivered as well.

I chatted with Apple support yesterday and the guy told me he has opened an investigation. After 24 hours lapsed and there was no contact from Apple, I contacted them again and they said no investigation was opened. What can I do now? Is there a way I can escalate because the support guys say it'll take 4 business days and they act like it's usual business for them. Does Apple usually give away delighters/discounts/concession in these cases?

Request a supervisor and have them open an investigation if they have not already. Apple will contact the carrier and determine what happened to the shipment during transit. You can request they can send you a replacement iPhone, which they may or may not do based on what they feel is necessary in your situation.

 

[hodor123]

I still haven't received an update from Apple. (btw, I am in India and I ordered to a friend's place in Seattle)
04/12 - I requested a callback from a supervisor
05/12 - My friend in Seattle received a callback. The supervisor apologized and said they'll email a new tracking number and I'll receive my phone by end of the week.
05/12 - I requested a callback on my Indian number.
09/12 - I still haven't received a callback. The specialist on chat said the only thing she sees on my order is that there's an investigation going on and that she'll arrange a callback from a supervisor. I asked for an immediate callback and she said I can call on 800-MY-APPLE to speak directly to a supervisor. I called and got connected to a specialist. The specialist refused to connect me to a supervisor directly and asked me to explain the issue first. He heard the entire episode and said "I wouldn't give you a timeline yet" and that my phone will be delivered when it'll be delivered. He refused to connect me to a supervisor and said even he'll have to "schedule" a callback which could take up to 24 hours.

Has anybody else had an experience as pathetic as this? Am I entitled to any sort of concession? I had always thought Apple had one of the best customer support and they really cared about their customers.