Hi! It did arrive at Apple this afternoon and the message I received said it would take 24 hours to accept the phone. At least it finally made it there! My hope is that no damage occurred while it was in route. Or sitting. Or whatever it was doing!
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Other IUP - Fedex lost my trade-in phones!
- Thread starter royinla14
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I returned a 13 Pro Max and leather case and this entire process is a mess. FedEx tracking wasn’t updated then put into pending. I kept contacting Apple via chat and they kept telling me to wait. The phone finally got returned and refunded but the case was put in as a replacement. My refunds are all whack because of Apple Card and Apple Pay daily cash and cash back and taxes. I started all of this with a $0 balance, now it says I have a balance and credit that do not add up. Also has an installment balance still for the case. Ugh what a headache.
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Since we‘re sharing war stories, I made the mistake of dropping my 12 in a fedex drop box, I live in a rural area so no fedex store fronts and the dirty looks I get from the Walgreens workers, as amazing as they are, I tended to notice it took a couple days to get from Walgreens to fedex and I needed to get it out that day since it was Friday and my 14 days was up Monday. I realize I should have been more on the ball but there’s a labor shortage in the US and Ive had the luxury of doing the work of about 4 people lately, so this was the best I could do.
cut to Sunday morning, apple is emailing me “send back today or u get to pay for two phones”…honestly didn’t panic too much, I figured apple would have my back.
nope.
I call apple support get a lot sympathetic “no I’m sorry we have no control over this, it’s really between you and citizen one as the loan holder….you’re not trading in with apple really….I’m not even sure if you’re shipping the phone to apple or citizen one” I was shocked at the responses I was getting. I asked if the IUP dept would follow up with me and was told “dunno not my dept“….I say “ok well can someone follow up with me?”….by this point I’ve agreed to open a case with FedEx…rep states, there is no one above him to speak with and call backs in general are a bad idea because usually the customer isn’t available when we Try to call you back. I was just instructed to call back in 3 or 4 days but could be provided no peace of mind that I would even get a notice of outcome from Apple.
so I finally end that call, and contact fedex. They were so much more helpful, within an hour my local field office was calling me, confirming the box I dropped off at and told me the package was most likely making its way from like the drop box entity to fedex ground but they would still track it down asap.
cut to Monday, after apple rep has said this is between citizen one and me, not apple, I call citizen one to provide them with my Fedex case ID. I was quickly informed that the trade in all goes through Apple so I needed to contact apple. I politely recap my call with apple and the citizen one rep graciously agreed to get a conference call going with Apple. It was a call almost identical to my call the previous day. At one point Apple rep pulls a “that’s not apple that’s the bank”…the C1 rep literally goes “I’m calling from the bank asking you to give a grace period while we find the package with fedex“…then she quickly switches to “well I don’t know it’s not my dept”. She at least offers to have a manager call me back. Also stayed on the line with C1 after apple dropped off and asked how the trade in works. He said ”it’s all apple, you send it to them or you dont and they either pay off the phone or lift the payment hold on the loan and continue we charge you”
this morning I received two calls from Apple.
1st Call from said apple specialist or manager or whatever who basically gave me the same story “I’m sending a message to IUP but I’m just making requests, I don’t have control over what they do…call back Monday cuz I can’t follow up with you nor can IUP”. I expressed my frustration and once again ended the call and hoped for the best
2nd call came in while I was on a work call, just apple caller ID. My service is awful at my house, can’t make a call if I’m not on Wi-Fi and voicemails take about 40 mins to show up. So I callback the number and extension I was provided by the first rep who called me this morning. The rep who answered said there was no update or record they called me back, as he’s speaking a voicemail pops in.
here’s where I have to back track a bit, I was so upset at how I was treated on Sunday I sent an email to Tim Cook, it felt weird, I’ve never done it before but I felt pretty betrayed. Normally Apple support is awesome, Calls and e-mails to make sure things are working, but this was a night and day contrast to that. I wrote a detailed but respectful email.
So back to 2nd call of the day and the voicemail, which was not from any of the reps I had previously spoke with, nor was it from IUP dept to provide an update, it was a rep calling to offer me assistance in response to the email I sent to Tim Cook. Super polite, said he would immediately look into it and would make sure regardless of what happens with the package he’ll get the old loan closed. After all that I finally got the reassurance I was looking for and expecting from a company like Apple.
Oh and go figure, by the time the first rep called this morning the tracking was finally showing Fedex Ground had it.
Im still going to count this as a win but wowzers what a nightmare.
cut to Sunday morning, apple is emailing me “send back today or u get to pay for two phones”…honestly didn’t panic too much, I figured apple would have my back.
nope.
I call apple support get a lot sympathetic “no I’m sorry we have no control over this, it’s really between you and citizen one as the loan holder….you’re not trading in with apple really….I’m not even sure if you’re shipping the phone to apple or citizen one” I was shocked at the responses I was getting. I asked if the IUP dept would follow up with me and was told “dunno not my dept“….I say “ok well can someone follow up with me?”….by this point I’ve agreed to open a case with FedEx…rep states, there is no one above him to speak with and call backs in general are a bad idea because usually the customer isn’t available when we Try to call you back. I was just instructed to call back in 3 or 4 days but could be provided no peace of mind that I would even get a notice of outcome from Apple.
so I finally end that call, and contact fedex. They were so much more helpful, within an hour my local field office was calling me, confirming the box I dropped off at and told me the package was most likely making its way from like the drop box entity to fedex ground but they would still track it down asap.
cut to Monday, after apple rep has said this is between citizen one and me, not apple, I call citizen one to provide them with my Fedex case ID. I was quickly informed that the trade in all goes through Apple so I needed to contact apple. I politely recap my call with apple and the citizen one rep graciously agreed to get a conference call going with Apple. It was a call almost identical to my call the previous day. At one point Apple rep pulls a “that’s not apple that’s the bank”…the C1 rep literally goes “I’m calling from the bank asking you to give a grace period while we find the package with fedex“…then she quickly switches to “well I don’t know it’s not my dept”. She at least offers to have a manager call me back. Also stayed on the line with C1 after apple dropped off and asked how the trade in works. He said ”it’s all apple, you send it to them or you dont and they either pay off the phone or lift the payment hold on the loan and continue we charge you”
this morning I received two calls from Apple.
1st Call from said apple specialist or manager or whatever who basically gave me the same story “I’m sending a message to IUP but I’m just making requests, I don’t have control over what they do…call back Monday cuz I can’t follow up with you nor can IUP”. I expressed my frustration and once again ended the call and hoped for the best
2nd call came in while I was on a work call, just apple caller ID. My service is awful at my house, can’t make a call if I’m not on Wi-Fi and voicemails take about 40 mins to show up. So I callback the number and extension I was provided by the first rep who called me this morning. The rep who answered said there was no update or record they called me back, as he’s speaking a voicemail pops in.
here’s where I have to back track a bit, I was so upset at how I was treated on Sunday I sent an email to Tim Cook, it felt weird, I’ve never done it before but I felt pretty betrayed. Normally Apple support is awesome, Calls and e-mails to make sure things are working, but this was a night and day contrast to that. I wrote a detailed but respectful email.
So back to 2nd call of the day and the voicemail, which was not from any of the reps I had previously spoke with, nor was it from IUP dept to provide an update, it was a rep calling to offer me assistance in response to the email I sent to Tim Cook. Super polite, said he would immediately look into it and would make sure regardless of what happens with the package he’ll get the old loan closed. After all that I finally got the reassurance I was looking for and expecting from a company like Apple.
Oh and go figure, by the time the first rep called this morning the tracking was finally showing Fedex Ground had it.
Im still going to count this as a win but wowzers what a nightmare.
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As expected, no call from FedEx this morning. With that said, I do think making the call was the best thing to do, as the tracking has finally updated. It said “in transit Sacramento” before, but it finally got an “at local FedEx facility” scan this morning and a “on FedEx vehicle for delivery”. It updated the arrival date to today, so hopefully it’s in Apple’s hands today! Anyone else who sent it in and still is stuck in the FedEx pending hell?
Well, it's Saturday October 16th and my returned iPhone is still missing since September 29. It took sending a tweet to @Fedex Help to get them to respond. Fed-ex is officially telling me the package is lost in transit, even though it still shows pending on the tracking system. They told me to contact Apple to file a lost package claim. I called Apple and was told my Citizens One "loan" is on hold and to not worry about it. Not working about it? Really? Anyway, Apple is saying they will contact me within 5 days for the solution. Of course, Apple also said to call them back if I have not heard from them in 5 days. Something tells me I will not hear from them. Is anyone else still have the lost return package issue?
My exact same situation too. I have to give Apple a call again later today.
Thursday, October 21 update is strange but good. My return package is still showing as delivery pending and is presumed lost. However, as of this morning, Apple shows my trade-in is complete and Citizens One shows the loan is paid off. I guess I can now stop thinking about this debacle. Next year, I will take my return phone to the Apple store. I hope everyone else gets the same issue worked out for them too.
I got my new loan email today also but my old loan is still “on hold” in the system. My trade in had disappeared on Sept 30. The day fed ex supposedly picked it up.
It’s not always possible. I had a scheduled UPS collection today for my iPhone 12 mini and was told by Apple to ask the driver for a receipt. The driver refused, saying ‘we don’t give receipts’. So I refused to give him the package. I rang Apple who told me that the driver won’t give me a physical receipt but that one will be emailed to me within 3hrs of collection. However, when I checked the email they sent after the call, it again says to ask the driver for a receipt ?♀️. I’m not sure what I’m meant to do now. If the email confirmation doesn’t arrive, no doubt I will be liable for any loss.
Finally after talking to numerous people and having an escalated ticket my loan was closed out after FedEx lost the phone. I think I spent close to 6 hours on the phone throughout the weeks I was calling.
Yup the same exact thing happened to me. Sent my phone in Sept 6th and I just now think I got everything figured out. After going back and forth with both companies Fedex finally figured out that my phone was never scanned into the system. So either the FedEx employee stole my phone or she didn't know what she was doing..
FedEx has been going downhill for years now. I'd be inclined to just make the trip to an apple store and after reading these posts I'd gladly travel an hour to avoid FedEx bs. I hope none of you get screwed by this.
Lesson learned.
Put the trade-in box inside another nondescript box.
But then the ship to address will likely give it away.
Put the trade-in box inside another nondescript box.
But then the ship to address will likely give it away.
I have the same issue. Return a iPhone 12 mini with apples own FedEx shipping label, and It was suppose to be delivered on Oct 28. Tracking shows it made it to the local hub on the 28, but it’s been a week and it’s still there with a “Potential Delayed” message. I called FedEx which offer no solution and file a complaint with the BBB. Anyone got their’s delivered with a week’s delayed?
Odd, I sent back my MacBook Pro yesterday via UPS and they received it today at Noon. No delays here?
I had an issue with UPS -where their tracking system kept saying in transit and they opened a case to find lost - meanwhile the Verizon site had it delivered on the expected date. I think with all the phone shipments sometimes delivery people forget to scan all the boxes.
Crap add me to this nightmare. My wife had the phone picked up from her work so I don’t have any receipts. I haven’t even tracked it or anything. I know dumb but I have done this so many times without issue I just haven’t worried about it. No just in 1UP but expected apple care trade in.
Any way to find my tracking number?
Any way to find my tracking number?
Monday, November 8, 2021 update. I assume my phone is still lost, but my loan has been paid off by Fed-Ex or Apple. Today, I received this e-mail from Apple.
"When you recently purchased a new iPhone as part of the iPhone Upgrade Program, you indicated that you’d be trading in your current iPhone. However, our records show that the iPhone you were trading in is now paid off in full and is yours do with as you wish. Therefore, an iPhone Trade-In Kit is no longer required and will not be sent to you.
If you have any questions, please call 1-800-MY-APPLE."
Only way to find your tracking number is go to fedex.com. If you have an account, you can log in and under Tracking Header, click on "Manage Your Delivery" Then the orange button "Manage your Deliveries". Info usually pulls from your account that has matching name and address, if it does not, it won't show.
I understand the convenience of having Fedex pick it up. But for me, I always take mine to Fedex Ship & Print Center and always ask for a receipt. I've also taken extra measures of putting it on my Deliveries app to keep track of where they are and when it gets delivered.