The Royal Mail website says compensation is only covered up to £100, where did you get the figure of £200?
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iPhone 12 Pro Returned iPhone 12 Pro - Do not trust Apple
- Thread starter Nicolas_Poy
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That’s an easy mistake to make, especially when your frustrated having to go thru a B problem like this...
OP sounds to have done everything right and followed the steps as per the instructions given by Apple CS so I'm not suggesting anything.
Just odd, as if I'm being told I have to claim I'd want to know how much insurance was being paid and to whom. I wondered if Apple had quoted the £200 and got it wrong.
If CS won't escalate then I think the next step is to log a formal complaint which has to be addressed and responded to within 28 days I believe.
I'd ask CS for an email or physical address where to send this, had a look but I can't find a specific one online.
If still no satisfaction then I'd spend £60 and log a case with the small claims court, you'll obviously win, you can even claim the interest on your money.
www.gov.uk
I'd ask CS for an email or physical address where to send this, had a look but I can't find a specific one online.
If still no satisfaction then I'd spend £60 and log a case with the small claims court, you'll obviously win, you can even claim the interest on your money.
Make a court claim for money
How to take legal action if someone owes you money (small claims court), how much it costs, what happens next. Includes information from withdrawn guidance EX303, EX304, EX306, EX321, EX325 and EX350.
While this could be untrue for how business is conducted in that country, but companies generally put out information on websites for retail consumption. Enterprise agreements are not up for public display. Royal Mail would have some agreement with Apple, something else with Google, and they would have another policy for retail customers and that is what they are likely showing on their website. Enterprise agreements will not be told on their website.
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And people like you are the exact reason why things like this happen. Why should a customer pay for extra insurance to ship back a product on a returns service which is offered by Apple. The original package should be insured for the full amount by Apple. There is no argument against this.
No not really, I’m just willing to admit that it happens, just like customers that buy high ticket items from Amazon then they set up a return (because the item didn’t fit their needs or some other excuse) and send back the package filled with bricks, or other old broken pieces of junk, in the end honest customers end up paying for the stupidity of people like that,
So again, no NOT people like me
Exactly as you said it happens. Apple knows it happens. This is why they should insure it for the full price.
Yes I agree, and this again is why I think it's odd that Apple sent a Track 24 label, a known over the counter offering which is designed for you and me not a business like Apple.
If that happens and Amazon receive the parcel back containing junk, the consumer doesn’t get a replacement or refund anyway? That would be a risky and rather pointless exercise for the OP of this thread. The claim here is that the parcel got lost in transit, not that Apple are disputing the contents of what was sent back. Not really sure what any of what you are saying is related to this topic?
Might as well let this thread die. It's just degraded to to arguing among anyone except the OP. They haven't posted for a week.
There’s still healthy discussion going on despite different points of view.
Regardless of any blame it has made me more aware of the type of post being used on the return which is good.
I'd always assumed the selection from the supplier would cover the cost of the goods, if I'm returning a high value item in future I will double check and ensure I have something on email which confirms it's insured for the right amount.
1. why would Apple replace a phone they don't have? Can you imagine how many phones they would be issuing for people claiming to have sent a phone to them? How easy to just give a random tracking number that brings nothing up.
2. Royal Mail lost the phone/package. It should be raised with them, they lost it. I would hope that the pre-paid postage had enough insurance to cover the phone cost. If not, that would be an issue to raise with Apple.
2. Royal Mail lost the phone/package. It should be raised with them, they lost it. I would hope that the pre-paid postage had enough insurance to cover the phone cost. If not, that would be an issue to raise with Apple.
Are you serious? You can’t just give a random tracking number, because the barcode on the pre-paid postage label will be associated with your phones IMEI number.
And yes, if Royal Mail scanned the return barcode and then lost the package, it’s their fault, simple as that. And they will be hold accountable, it doesn’t even matter what’s in the box.
Because they’ve organised collection and it’s been lost during that process. Random tracking number? Apple organised the collection so already have the details of the postage label. If a false number was given by the OP it would be immediately obvious it’s not related to the consignment.
Is Britain unique with postal services or something? There’s some very basic things that don’t seem to be understood on here.
It should be raised with Royal Mail, by Apple as they are the customer of that postal service, not the OP.
Imagine if companies offered returns with this disclaimer:
“Free returns - please note we will not insure the goods for the full value and will not take any responsibility for lost items. If lost, it will be on you the consumer to go on a wild goose chase to recover the goods on our behalf. If we lose the item, it will be down to you to prove we received it and where it was lost. Thank you for shopping with us”.
Erm, you just wouldn’t use them would you? Or maybe some of you might by the sounds of it lol.
“Free returns - please note we will not insure the goods for the full value and will not take any responsibility for lost items. If lost, it will be on you the consumer to go on a wild goose chase to recover the goods on our behalf. If we lose the item, it will be down to you to prove we received it and where it was lost. Thank you for shopping with us”.
Erm, you just wouldn’t use them would you? Or maybe some of you might by the sounds of it lol.
Just playing devils advocate here... Why should Apple bear the cost of insuring the device?
Coachingguy
Apple took it on by providing a returns label as part of their returns process.
If their process stated that all return costs would have to be borne by the customer then it would be up to the OP to purchase the relevant insurance when sending the product back. And if lost they would need to take it up with Royal Mail directly to recover the costs.
Why should the OP? It’s a faulty product which he has asked to return for repair/replacement. The obligation to make sure that service is carried out is on the manufacturer. In this case that is Apple.
Why is this particular scenario attracting such a bizarre response is my question? Every electrical product that is bought from a retailer in the UK comes with a minimum 12 month warranty (24 months on iPhones) and if they fail for reasons that are not deliberate on behalf of the customer, the manufacturer has to process a return/repair/replacement service. Apple organised collection of the faulty item and this was then lost by the postal company. The burden of responsibility is on Apple to solve the issue with Royal Mail. The OP has returned the device and this is out of their hands. It’s really as simple as that.
Indeed but companies that require people to return goods at their own cost are usually very small independent shops, not a company the size of Apple with the accounts they have with postal companies.
My Apple Watch series 5 broke last March and I phoned Apple to report the fault. I was sent a DHL labelled returns box to send my watch off. It was a flawless process and I got a replacement watch back to me within 6 days. If that watch had gotten lost however and I was told it was my responsibility, I would have taken it to the small claims court and I would have won.
I am beginning to think this is going nowhere, people are just not getting the point that is being made here. They themselves will call Apple to right the wrong if they are in this same place but are somehow completely missing the point right now. This is becoming a waste of time now with meaningless back and forth, rehashing the same thing over and over. They are not understanding business dynamics even if they are being spoon-fed that information.
I am starting to wonder if the problem here is consumers have far more rights in the UK than they do elsewhere and the mix of posters here just can’t fathom that?
My wife returned a couple of packages to Next here this morning. If they now go missing in the network, she won’t be held accountable. Companies organise returns as part of their business model and what has happened here is unfortunate, but totally on Apple to rectify. If the OP is asked to chase the missing item on Apples behalf, that’s pretty much unheard of.
You have the right not to look at this thread you know?