iPhone 12 Pro Returned iPhone 12 Pro - Do not trust Apple

[Nicolas_Poy]

Dear all,

Here is my terrible experience with Apple, do not do the same mistake as I did :

I bought an iPhone 12 Pro which I received end of November.
I noticed it was faulty so I decided to return it. I didn’t have other options but to send it back as all the Apple store are closed due to COVID - it was end of a December so barely a month after receiving it.

APPLE sent me a prepaid box (Royal Mail) in which I had to put the phone to send it back to them.
At this point, 2 important things :
Return label clearly indicates it goes to APPLE (is it a good idea APPLE ? Knowing the value of your products)
You have to remove your SIM card (as per APPLE instructions) - Insurance doesn’t apply to lost phone which doesn’t have SIM card in it (which of course I didn’t know when I sent it back).

So I sent my brand new iPhone 12 Pro trusting APPLE for insuring it’s returned product.

Royal Mail “lost” my package. I raised the issue with Apple who told me they would find a solution.
They came back to me a few days later to tell me “It has been decided not to replace your phone”, that I had to check with my insurance if they can cover that (no insurance covers that).

So basically, Apple sent me a faulty phone which I had to send back.
I was not able to insure the package with Royal Mail as it was already prepaid by Apple.
Royal Mail “lost” my iPhone 12 Pro.
Apple refused to replace it.

I'm left with no solution at all and I don't know what to do....

 

[black_knight]

If you can prove Royal Mail scanned it into their system, then you need to hold Royal Mail accountable. They’re the ones that lost the phone, not Apple.

 

[Madtiger27]

IF you were Apple, then how would you react? Should Apple give new iPhones (or other products) with every “lost in the mail” complaint?

Who lost your package? Apple? Or the shipping company?

 

[sparksd]

This is a mail problem, not an Apple problem.

 

[Apple_Robert]

Take a screen shot of the last tracked point of the phone. That will give you proof that it is Royal Mail Apple should go after. Apple has a contract with Royal Mail, not you. All you need to do is show proof you placed the care, custody, and control of the phone into Royal Mail hands. Once Apple confirms that fact, they will do an investigation. Once that is complete, they should send you a new phone.

 

[Nicolas_Poy]

Hi guys and thanks for your reply.

I would agree with the "Apple not accountable for it" BUT, they are the one providing the return label.
If they provide that, then they have to make sure it is covered.
Also, if it was a classic repair, I would agree, I am the one who should make sure everything is covered but again, the phone was faulty.

I raised a claim with Royal Mail but what APPLE used as a return label is a "Track 24" and it only covers the loss up to £200.

 

[StumpyBloke]

I completely agree that Apple should ensure that their return packaging is adequate and for the correct value.

Do you have proof that you posted the iPhone? As others have said, that should be all that you need to ensure you get a replacement.

 

[Shadowbech]

Did you request a receipt when you handed over to Royal Mail? I always ask for a receipt when I drop it off on Fedex and never had issues and if it did, I have a receipt with the tracking number as a a proof that I dropped it off, I even record the weight.

 

[Taz Mangus]

Did you contact Royal Mail to do a trace on the package to possible find it?

 

[Apple_Robert]

Hi guys and thanks for your reply.

I would agree with the "Apple not accountable for it" BUT, they are the one providing the return label.
If they provide that, then they have to make sure it is covered.
Also, if it was a classic repair, I would agree, I am the one who should make sure everything is covered but again, the phone was faulty.

I raised a claim with Royal Mail but what APPLE used as a return label is a "Track 24" and it only covers the loss up to £200.

Can you prove you put the phone into Royal Mail hands with a receipt and or screen shot of the phone? If so, you need to provide the proof to Apple. Once it is out of you care, custody, and control, you are no longer responsible. Apple made the shipping contract with Royal Mail and provided you an approved shipping label. Any loss that is determined by the phone is on Apple, not you.

Do not settle for not getting a replacement phone from Apple.

 

[Nicolas_Poy]

I provided everything to Apple (as requested by their Customer Service) : the Royal Mail receipt and my iPhone invoice and yet, the came back to me saying it was decided not to provide with a replacement.
When I requested an escalation, the CS just told me it can't get escalated any further.

Tracking number is telling me "Your item is with us" since the 31st of December...when I called then, they told me I could consider it as being lost.

Can I really blame Royal Mail ? I don't think so ; every valuable item should be fully insure. But by providing a return label, Apple took that option away from me.

And seriously, having a return label which indicates "Apple" isn't really smart from them. When you see a box, the size of a phone which is sent to Apple, you know what's in it. I can't believe it was "lost".

 

[webkit]

Typically when a company provides a return label, they have an agreement with the shipper that includes insurance for the full value of the returned merchandise. If the item is lost in the mail, the company (Apple in this case) would put in a claim against the shipper (Royal Mail in this case).

Unless Apple partially self-insures, I'm surprised they would not have had full coverage through the shipper. Either way, you should be able to get a full refund or replacement.

Unless there's more to the story here, I'm really surprised Apple would be handling it this way.

 

[Apple_Robert]

I provided everything to Apple (as requested by their Customer Service) : the Royal Mail receipt and my iPhone invoice and yet, the came back to me saying it was decided not to provide with a replacement.
When I requested an escalation, the CS just told me it can't get escalated any further.

Tracking number is telling me "Your item is with us" since the 31st of December...when I called then, they told me I could consider it as being lost.

Can I really blame Royal Mail ? I don't think so ; every valuable item should be fully insure. But by providing a return label, Apple took that option away from me.

And seriously, having a return label which indicates "Apple" isn't really smart from them. When you see a box, the size of a phone which is sent to Apple, you know what's in it. I can't believe it was "lost".

If you have provided the proof as you say, you need to email Tim Cook at tcook@apple.com Keep the email succinct and to the point. The email doesn't need to cover every single minutia of detail. Attach proof of mailing with the email along with your contact information. Someone from Executive Relations will contact you.

 

[Nicolas_Poy]

Indeed webkit, I was really surprised about their decision and it is the first thing I asked APPLE : didn't you insure the package on your side ?
They were not able ton answer and they only told me : check with your home insurance if it is not covered.
What a joke.

I checked the different insurance's policy about lost phone and guess what, to cover a phone which has been lost, that phone must have a SIM card in it and it must have been in your possession when you lost it.

1. When you send a phone for a repair, APPLE tells you to remove everything from it (Case, screen protector and SIM card)
2. Phone wasn't in my possession when I lost it as it was with Royal Mail

On another note, thanks @Apple_Robert, I will send an email to this address.

I didn't find any related topic on internet so I hope my loss will bring awareness to people having an Apple product which requires to be returned.

 

[aRByJr]

...Phone wasn't in my possession when I lost it as it was with Royal Mail...

...Tracking number is telling me "Your item is with us" since the 31st of December...when I called then, they told me I could consider it as being lost.

Can I really blame Royal Mail ?...

Why would you blame Apple for this problem, if you have tracking information showing that it was in possession of Royal Mail, and it never made it to the destinations, why would it not be Royal Mail’s problem?

 

[robotica]

If it was apples return label then it should be covered by them. I would ask to be escalated to a manager.

 

[aRByJr]

If it was apples return label then it should be covered by them. I would ask to be escalated to a manager.

The return label still would be Royal Mails, If the package didn’t make it to the destination, and the tracking information is still showing that it’s in the possession of Royal Mail, then contract them to find out where it is...

 

[robotica]

Yeah but if it’s lost then it’s apple’s responsibility. They sent the label.

 

[dotzero123]

I’m so sorry this happened to you. It sounds like you’re having a terrible ordeal and no one wants to take responsibility. I’d try Customer Service again. You might’ve gotten a lower level support person who didn’t have the ability to help you properly. If this doesn’t work (at least here in the US) I’d see about filing a complaint or settling the issue through small claims court. Keep us posted.

 

[Nicolas_Poy]

The return label still would be Royal Mails, If the package didn’t make it to the destination, and the tracking information is still showing that it’s in the possession of Royal Mail, then contract them to find out where it is...

Hi @aRByJr - well as I said, Apple used a "Track 24" which is a label which is covered for max £200 on Royal Mail's side...if I didn't have a prepaid label for Apple, I would have naturally insure the package but again, it is not an option when you are using a "prepaid" return label.

I’m so sorry this happened to you. It sounds like you’re having a terrible ordeal and no one wants to take responsibility. I’d try Customer Service again. You might’ve gotten a lower level support person who didn’t have the ability to help you properly. If this doesn’t work (at least here in the US) I’d see about filing a complaint or settling the issue through small claims court. Keep us posted.

Thanks @dotzero and thanks to this community for sharing thoughts on the matter. As soon as I have more information I will let you know.

So far I sent an email to their Customer Service and at tcook@apple.com. I'll also raised a claim with Royal Mail....who already told me Apple should deal with it...going in circle...

 

[StumpyBloke]

There is absolutely no way you will be out of pocket at the end of this. The moment you posted it and got tracking with Royal mail, the responsibility is no longer yours and legally you cannot and will not be out of pocket. It might take a while to get it resolved but you will.

 

[richard371]

If the return label came from Apple and you have prof it was picked up then they should cover it.

 

[Natzoo]

I hope all works out for you, no way this is your fault. It is on apple's end since they chose to ship it with them and should have (and probably) insured the package. They should be the ones doing the heavy lifting and maybe you can dispute the charge?

This is why I waited till stores opened to replace the keyboard on my mac, no way I'm going to risk "losing" my mac and having to go through this.

 

[Htsi]

Extremely annoying. making A video seems to be the best way to do this forward. I a, certain with a bit of headache you‘ll be good. Not expected level of service in a first world country.

 

[1rottenapple]

Im Siding with the OP on this one. Apple PRODUCTS are huge target for thieves. They know how the font labels look like, and addresses Apple packages return to. My AirPods got swiped when I sent it to ups. They never got it despite dropping it off. Needless to say Apple called me and asked me about my return. I told them my story. And based on my order history they know I buy tons of product and they gave me credit for the AirPods. Point is OP was doing everything correctly but someone stole it. Apple needs to insure their returns that they ask you to send their stuff if you have proof you turned it into ups or Royal Mail etc...