I always do that. If posting via royal mail prepaid label i always check with post office for the cover and if the cover is less than the value of goods im posting i always end up posting via special delivery at my own expense.
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iPhone 12 Pro Returned iPhone 12 Pro - Do not trust Apple
- Thread starter Nicolas_Poy
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But you can honestly say that some people don’t do things like that
I’m not saying that this is the case, just that we don’t know for sure, just the same as Apple doesn’t know either, going by the tracking info if Apple has not taken ownership of the package and it’s still in possession of Royal Mail, you are only covered by the insured amount,
In the beginning if you knew that if lost in transit insurance would only cover up to £200 why would you not try to up the coverage, because no one really wants a package to get lost in shipping, but it does happen.
I'm retired now but if someone working for me took the perspective that the customer cannot be trusted in a case like this then they would be "reassigned". In the long run, it is both unreasonable and unprofitable.
I said earlier that there was more to the story and now I'm going to say I'm thinking that to a greater degree. The OP is a new member to the forum with just 10 posts, all in this, his created topic. I know, everyone is new at some point. He said, and I quote, "I don't really see the point of me opening a topic here to lie about what happened. Which benefits would I get by doing so ?", well, posters do that all the time in this and other forums just to bad mouth a company for whatever personal reasons they may have or to just start an argument. He has offered no proof in his posts of tracking information which Royal Mail "Tracked 48" provides start to finish. Only thing he offered was a picture of a shipping package that a "friend" happen to have lying around he could take a pic of. If there is valid tracking information on this tracked package, let's see it. Apple is going to make good. It may take awhile, but they'll make it right. Things just don't seem to be playing out the way they would on any tracked package, especially where Apple is involved. 15 years worth of Apple products behind me and never an issue that wasn't resolved.
Also, do we know that what Apple told him, was actually said in the conversation? Maybe OP can screenshot the last known tracking location and post it here?
It’s just hard to believe Apple treated him the way he claims they did. Every time I’ve had to call Apple, they have been extremely helpful-almost too nice at times.
However, I guess anything is possible...
Confusing story for two reasons - iPhones and ipads in my experience, every time, are returned with UPS and have been for years due to their value and the contracts Apple has with them in the UK. Also, Apple use logistics companies to deal with all returns so I have never seen the word "Apple" on a returns label.
Now let's say you did bizarrely were provided with a returns shipping label/box for Royal Mail, that would never insure the value of the goods, Apple has made the mistake. Then once you handed over the package to Royal Mail there is nothing else you can do. The contract for shipping is between Apple and Royal Mail because Apple provided the returns label. But let this be a warning to all in the UK, do not send any items that cost hundreds of pounds with Royal Mail without using Special Delivery with additional insurance cover to the value of the goods.
I had this issue with an iPhone 12 return also before Christmas. UPS "lost" my return, this is the second time this has happened for me and I believe strongly that somewhere in the system items are being blatantly stolen. Apple may not put their name in the returns address but their brown box packaging is obvious and anyone who works in deliveries will know the big companies packages.
It takes Apple and UPS a month to investigate, and I had to constantly chase Apple who wasn't that helpful but always used language that told me my refund was safe because UPS are Apples service partner and it is a contract between them - also my return tracking showed "Collected" status but no more. I did get my refund but it was frustrating. If the pickup courier had not scanned the return package on my doorstep (and the system acknowledging it) I would have no proof of return as they do not give receipts at pickup or at returns desks (saving paper).
This has knocked my confidence in purchasing anything from Apple moving forward. UPS have always been one of the more reliable couriers in the UK at least, I would put DPD on the same list, but having had two returns go missing in the last year I would never want to use Apples postal returns again.
I am prepared to believe that during the stress to the system covid has created for these courier companies that there are unscrupulous staff taking advantage and stealing packages with little fear of being caught because of the chaos. This happens at Christmas as well because of the volume of packages. Otherwise, there must be a really dark corner in the sorting warehouses up and down the land where all the "lost" packages go and no-one looks, along with all the worlds missing socks!
Years ago I returned a faulty Google Nexus phone and was provided with a Parcel Force returns label. This package went "missing" as the tracking did not update - tackling the issue with the Google store was going to be a huge challenge. Luckily I managed to get the phone number for the collection depot and spoke to a member of staff who gave a damn. They raised it with their shift manager who investigated and found the package under the collection drivers van seat. I was told that no packages should be in the driver's cab so draw what conclusions you want from that.......
Now let's say you did bizarrely were provided with a returns shipping label/box for Royal Mail, that would never insure the value of the goods, Apple has made the mistake. Then once you handed over the package to Royal Mail there is nothing else you can do. The contract for shipping is between Apple and Royal Mail because Apple provided the returns label. But let this be a warning to all in the UK, do not send any items that cost hundreds of pounds with Royal Mail without using Special Delivery with additional insurance cover to the value of the goods.
I had this issue with an iPhone 12 return also before Christmas. UPS "lost" my return, this is the second time this has happened for me and I believe strongly that somewhere in the system items are being blatantly stolen. Apple may not put their name in the returns address but their brown box packaging is obvious and anyone who works in deliveries will know the big companies packages.
It takes Apple and UPS a month to investigate, and I had to constantly chase Apple who wasn't that helpful but always used language that told me my refund was safe because UPS are Apples service partner and it is a contract between them - also my return tracking showed "Collected" status but no more. I did get my refund but it was frustrating. If the pickup courier had not scanned the return package on my doorstep (and the system acknowledging it) I would have no proof of return as they do not give receipts at pickup or at returns desks (saving paper).
This has knocked my confidence in purchasing anything from Apple moving forward. UPS have always been one of the more reliable couriers in the UK at least, I would put DPD on the same list, but having had two returns go missing in the last year I would never want to use Apples postal returns again.
I am prepared to believe that during the stress to the system covid has created for these courier companies that there are unscrupulous staff taking advantage and stealing packages with little fear of being caught because of the chaos. This happens at Christmas as well because of the volume of packages. Otherwise, there must be a really dark corner in the sorting warehouses up and down the land where all the "lost" packages go and no-one looks, along with all the worlds missing socks!
Years ago I returned a faulty Google Nexus phone and was provided with a Parcel Force returns label. This package went "missing" as the tracking did not update - tackling the issue with the Google store was going to be a huge challenge. Luckily I managed to get the phone number for the collection depot and spoke to a member of staff who gave a damn. They raised it with their shift manager who investigated and found the package under the collection drivers van seat. I was told that no packages should be in the driver's cab so draw what conclusions you want from that.......
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I believe you’re right. UPS employees must “know” Apple packaging and to and extent the delivery address for the returns centre. In the UK the UPS label doesn’t mention Apple, it mentions “AI Returns”. These products are being stolen. However, Apple know when a devices is activated thus, they’ll just block them upon them being sold on. In the long run, there’s no point but these people will still try. There’s an element where something could drop off the belt but I imagine they look for these types of parcels and just place them back on the belt.
In my case, the return arrived at the UPS facility but just never left and is now being investigated. If all else fails, I’ll just do a credit card charge back but I’m allowing Apple/UPS time to complete an investigation.
Also… This is a case where there's no harm in doubting their story.
If it's true we've given them all the support that we can; and if it isn't true, then there's nothing to do either. So unless given any hard evidence basically the thread can be considered archived.
If it's true we've given them all the support that we can; and if it isn't true, then there's nothing to do either. So unless given any hard evidence basically the thread can be considered archived.
ONLY way anybody could prove it would be to take a photo of UPS, FedEx or in this case Royal Mail putting the item in the box and getting a receipt. Not likely.
I’m not buying this at all.
It my experience of speaking with Apple CS not once have they said sorry no information and that’s it. There isn’t a court in the land that would not side with the OP here and Apple know this. No way they take this stance.
Also, a few holes in the story, OP said in the first post the label had Apple on it and was RM24 yet the image they posted later of the same return kit they received, doesn’t have Apple on the label and is RM48.
I call shenanigans.
It my experience of speaking with Apple CS not once have they said sorry no information and that’s it. There isn’t a court in the land that would not side with the OP here and Apple know this. No way they take this stance.
Also, a few holes in the story, OP said in the first post the label had Apple on it and was RM24 yet the image they posted later of the same return kit they received, doesn’t have Apple on the label and is RM48.
I call shenanigans.
I don’t trust returning expensive products by mail. I returned an iPad to Apple a couple months ago. It took forever for them to refund me even after the tracking showed it was delivered. I gave them ample time before I contacted customer service because I know it’s crazy with Covid. I chatted with customer service and they confirmed it showed return but it was not processed yet. While I was chatting with them I got an email saying the return was processed and my refund would post soon. I don’t know what happened but it was processed fast after I contacted them. Going forward, I’ll try to return expensive items in person if possible.
If the package was scanned in, then it’s not your problem. That’s down to Apple and Royal Mail to sort out between themselves. Apple in the meantime need to fulfil their returns obligations and replace your device. Have you contacted trading standards?
I can’t quite believe some of the responses to you saying Apple are behaving properly. What planet are these people on or do they really live in countries with such poor consumer laws?? Apple organised shipping, its down to them to track and recover, not the sender.
One bit of advice and that is to not use Royal Mail. I would have contacted Apple and asked for an alternative courier like DPD, DHL or UPS as these are all used by Apple. Royal Mail are one of the worst for losing packages and late deliveries along with Hermes.
I can’t quite believe some of the responses to you saying Apple are behaving properly. What planet are these people on or do they really live in countries with such poor consumer laws?? Apple organised shipping, its down to them to track and recover, not the sender.
One bit of advice and that is to not use Royal Mail. I would have contacted Apple and asked for an alternative courier like DPD, DHL or UPS as these are all used by Apple. Royal Mail are one of the worst for losing packages and late deliveries along with Hermes.
I do exactly the same, I keep proof of sending and always ad extra insurance on the package up to the limit provided by the shipping method, that way you are covered as best you can be. I feel Sorry for the OP but I would not send a iPhone on a insurance of £200 and the Royal Mail are inundated due to Covid. Sad all round.
He admits not his pic.(#34) as he never took one.
Agreed. Apple would never say something in the lines of: we can't help you sir, or we won't be replacing the device, contact Royal Mail etc. to a customer who has spent a grand on their product and now it's lost in mail. This is very unlikely and almost impossible response from Apple. Everytime I have had a problem with an Apple product, their customer service is easily the best in the business, nothing else even comes close to them. They usually go above and beyond everytime there is a problem... one lost phone is nothing for Apple, heck 1000's of lost phones is always worth replacing, if the customer walks away happy in the end. You have to remember Customer Service is number 1 priority for Apple, always has been.
Apple would never say something like: you have to contact Royal Mail yourself etc, because Apple would do that for you and then get back to you.
OP's story doesn't make any sense whatsoever.
OP,
Have you had any return to Apple packages disappear before under the same Apple ID? From what you recently described with your latest call, it sounds like your account has been red flagged for some reason, thus the cold shoulder from Apple. If this is your first time with a return package from Apple under this Apple ID, what you described is definitely not Apple.
Why haven't you emailed Tim Cook like I suggested a week ago?
Have you had any return to Apple packages disappear before under the same Apple ID? From what you recently described with your latest call, it sounds like your account has been red flagged for some reason, thus the cold shoulder from Apple. If this is your first time with a return package from Apple under this Apple ID, what you described is definitely not Apple.
Why haven't you emailed Tim Cook like I suggested a week ago?
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In that case it would be a decent thing to come back here and let us know it's sorted, after all he did create a thread shouting: "Do not trust Apple"
They didn’t exactly get an entirely understanding response from some people though. I don’t think they owe us anything and we all get poor service at some point that frustrates us.
Never had a poor service with Apple in 15 years... but oh well.
I’ve had one out of many, it happens. No retailer has complete control over the personalities and decisions of their staff all the time.