Other Problem with the Apple Express Replacement

[2k18]

The Apple Care + Express Replacement for my iPhone 7+ was set up on the 12th, and my replacement was scheduled to be delivered today, the 14th.

Tracking number showed the iPhone was in my city today, then the next update said it was getting returned back to the sender.

I called Apple and was told the first rep made an error with my address. The correct address should have been on file because when I made the $800+ payment, ($100 replacement fee and the $700+ hold until they receive my broken phone), I used a debit card with my correct address on the checkout page.

Then I was told they’re holding my funds until they get the package back, and inspect it which takes an extra day. After that I can start the process over again and get a replacement on Friday at best, but no guarantees. Monday at the latest.

They were at fault and the package was never in my possession so I’m confused as to why they can’t release my funds, or let me pick up a replacement phone tomorrow from a local Apple store.

My phone is unusable and I needed the replacement today. Instead of a 2 day wait, it turned into a 9-12 day wait for an “express” replacement.

Weird situation and I know, stuff happens. But would you have spoken to a supervisor or just wait this out?

Anybody deal with anything like this before?

 

[lolkthxbai]

Decide what you want from them, present your inconvenience, ask them what you want from them.

 

[2k18]

Decide what you want from them, present your inconvenience, ask them what you want from them.

I did. I asked to release my funds or to be able to pick up a replacement from the local store. The rep said no.

 

[Waterman316]

I did. I asked to release my funds or to be able to pick up a replacement from the local store. The rep said no.

I’d call back explain it again and if they say no ask for someone higher up. That’s weird. I’ve never had any kind of issue with apple like that

 

[2k18]

I’d call back explain it again and if they say no ask for someone higher up. That’s weird. I’ve never had any kind of issue with apple like that

Just spoke to Apple again. After 2 hours of mostly being on hold, they gave me the same answer and when I asked for someone higher up, she said she’s the senior advisor and there’s no one higher than her.

 

[Banglazed]

Apple will not or any company will release funds if they have not receive the returned a highly priced item.

ESR terms and condition: https://www.apple.com/ca/legal/sales-support/terms/ersiw-en/

If you have the tracking number, keep track of it to make sure the item has be delivered back to Apple first. You can keep pegging them but they won’t do anything until it is returned. You may have to wait for inspection then request to have them either cancel it to pick up in store or resend another one. I’ve never had issues when I do ESR but mostly I take it to the store for replacement so they won’t have to authorize a deposit.

Login to your Apple store account and double check again to make sure shipping and billing address are right and ask the rep to repeat the address to minimize mistake again.

Whenever a package is denied and sent back to sender, it may travel slower than usual too. It is because it’s getting a free ride back to sender and may be low priority.

 

[penajmz]

That’s so messed up, you never touched the package, wtf? That’s terrible customer service.

 

[Seth Matthews]

$100 replacement fee and the $700+ hold until they receive my broken phone

What replacement fee? I have used the Expressed Replacement several times and they only put a hold on your card for the amount of the phone, then once your broken one is returned to them, the hold comes off. I have never had a replacement hold added as well. Is this new?

In addition, I would call back and demand two speak to a senior advisor or manager. This is unacceptable.