Stolen Apple Watch in Trade In

[tolili alert]

On Friday I received an email from Apple informing me that the kit I sent them with my old Series 7 did not contain any device.

If I did send them a device, they ask me to tell them which one and how I put it in the box and closed it.

I obviously replied that I sent the agreed device in the (perfect) conditions indicated and that I closed the box following the simple instructions.

I also sent them three photos that I took by chance of the kit as it arrived, with the watch in its original case for additional protection and the package already closed and ready to ship.

I also told them that I have a video of the device in which it can be seen that it is immaculate. But of course, they have not received anything and we are talking about a 40 gram device. I don't know if they will be able to trace when the watch "disappeared" from the box.

Can someone tell me what Apple does in these cases? Because I feel like I'm screwed and I understand that they might also think that I sent them an empty box (which is obviously not the case).

The company in charge of shipment was UPS and I’m from Europe.

 

[Cayden]

Did you happen to film any video of you sealing the box? I had an issue with FedEx “losing” my iPhone trade in one year (long story short, they eventually found it sitting in the back of a truck in a back lot for about a week), so I always make sure to not only take a picture of everything before I send it, but also film a video of me sealing the device. I also usually like to put some lines/signature/drawing on the seal you’d need to break to get the device, since this can clearly show to Apple that somebody opened the box in transit.

While my phone was in limbo, Apple seemed pretty good about being willing to close out my loan for the iUP since there was evidence I actually sent the device to them and it was on the shipper from that point on.

 

[tolili alert]

I did not film any video of me sealing the box. In any case, after recording the video I could have opened the box and closed it again without de watch…

 

[PatrickNSF]

I always make sure to not only take a picture of everything before I send it, but also film a video of me sealing the device. I also usually like to put some lines/signature/drawing on the seal you’d need to break to get the device, since this can clearly show to Apple that somebody opened the box in transit.

I always take photos of packed items I’m trading in or selling on ebay/Swappa, but I’ve never thought to take video or write text on the packing tape. Those are great ideas!

 

[DMG35]

This has happened to me before as well. To make matters worse worse, mine was a Hermes Series 9 that was sent with a faulty crown. I ordered it from Hermes directly. I was told to return it, which I did, but then they told me they received an empty shipping box. Clearly someone from FedEx stole the watch out of the box and Hermes sided with fedex and I was charged in full for the watch.

Absolutely infuriating but there was nothing I could do. I tried to dispute the charge but AMEX ultimately sided with Hermes and said there wasn’t anything I could do.

 

[LIVEFRMNYC]

Apple should implement something like a temporary Find My for devices that have been factory reset, until the phone has been turned on. This way you could at least show prove of locations during shipping until last location before someone turned it on.

 

[mnsportsgeek]

I had a similar issue but my package was lost. Possibly stolen. Apple tried to give me a gift card instead of a refund and I called BS on that and eventually got refunded.

Sorry you're being given the runaround. If you are persistent I bet you will eventually get your money. If not, do a credit card dispute for the trade in amount on the transaction you made to purchase the watch.

 

[Cayden]

I did not film any video of me sealing the box. In any case, after recording the video I could have opened the box and closed it again without de watch…

Yeah, that’s why I like to film myself drawing something on the seal. At least in that case, there’s proof it’s been tampered with. I’ll also take a picture as it is given to carrier/put in the drop box to show that the seal was intact when given to the carrier.

Even just having something on the seal can make it much more likely someone thinks twice about stealing an item since a lot of carriers take pictures of packages on arrival. It’s just trying to act like a tamper-proof seal

 

[TorontoSS]

This has happened to me before as well. To make matters worse worse, mine was a Hermes Series 9 that was sent with a faulty crown. I ordered it from Hermes directly. I was told to return it, which I did, but then they told me they received an empty shipping box. Clearly someone from FedEx stole the watch out of the box and Hermes sided with fedex and I was charged in full for the watch.

Absolutely infuriating but there was nothing I could do. I tried to dispute the charge but AMEX ultimately sided with Hermes and said there wasn’t anything I could do.

Oh wow - that sounds awful and an hermes watch! Was there any discussion about weight etc, when you sent the item? because the item gets weighed right?

 

[DMG35]

Apple should implement something like a temporary Find My for devices that have been factory reset, until the phone has been turned on. This way you could at least show prove of locations during shipping until last location before someone turned it on.

That's what I've always thought as well. Or why not just allow you to keep find my on until they receive the device, then give you a certain amount of time to turn it off or you won't receive a refund or trade in value. That would make a whole lot more sense to me.

 

[DMG35]

Oh wow - that sounds awful and an hermes watch! Was there any discussion about weight etc, when you sent the item? because the item gets weighed right?

I tried that route but apparently it wasn't weighed until after the watch was already removed. Whomever took it knew exactly what they were doing and knew how to open the box without making it look like it was tampered with as well as making sure the item wasn't weighed until after everything was removed from it.

I was furious over it because Hermes essentially told American Express that I stole the watch. Their response back to them was "We received an empty watch box back and are confident that Mr. (my last name) is still in possession of the watch and should be fully charged for it." I don't blame Hermes for it because they can't do anything about getting an empty box back but it was angering to read that I was being accused of being a thief.

I even went back in to the FedEx location where I dropped it off and demanded an explanation but I of course got no where with them. Lesson learned in that from that point on I will only order directly from Apple and will only make a return/exchange in person at the store.

 

[goldmac2006]

On Friday I received an email from Apple informing me that the kit I sent them with my old Series 7 did not contain any device.

If I did send them a device, they ask me to tell them which one and how I put it in the box and closed it.

I obviously replied that I sent the agreed device in the (perfect) conditions indicated and that I closed the box following the simple instructions.

I also sent them three photos that I took by chance of the kit as it arrived, with the watch in its original case for additional protection and the package already closed and ready to ship.

I also told them that I have a video of the device in which it can be seen that it is immaculate. But of course, they have not received anything and we are talking about a 40 gram device. I don't know if they will be able to trace when the watch "disappeared" from the box.

Can someone tell me what Apple does in these cases? Because I feel like I'm screwed and I understand that they might also think that I sent them an empty box (which is obviously not the case).

The company in charge of shipment was UPS and I’m from Europe.

This has happened to me before as well. To make matters worse worse, mine was a Hermes Series 9 that was sent with a faulty crown. I ordered it from Hermes directly. I was told to return it, which I did, but then they told me they received an empty shipping box. Clearly someone from FedEx stole the watch out of the box and Hermes sided with fedex and I was charged in full for the watch.

Absolutely infuriating but there was nothing I could do. I tried to dispute the charge but AMEX ultimately sided with Hermes and said there wasn’t anything I could do.

Yeah, that’s why I like to film myself drawing something on the seal. At least in that case, there’s proof it’s been tampered with. I’ll also take a picture as it is given to carrier/put in the drop box to show that the seal was intact when given to the carrier.

Even just having something on the seal can make it much more likely someone thinks twice about stealing an item since a lot of carriers take pictures of packages on arrival. It’s just trying to act like a tamper-proof seal

I rather swing by an Apple Store to do trade ins of Apple Watch. These devices are so small and even without the band they can be easily misplaced during transit when it goes back to Apple. Even you still can take your time to pair the new Apple Watch in there and they take back the old one once you know that all your data and Watch faces are transferred to the new Apple Watch. When an old Apple Watch is still connected to your iPhone and you pair another new Apple Watch to the iPhone it will automatically direct transfer everything from the old Apple Watch when multi pairing Apple Watches. By default it will transfer data from the Apple Watch paired before the new Apple Watch. Clever way to also draw all over the seal- and you can throw more masking tape and mark on it as well.

Apple should implement something like a temporary Find My for devices that have been factory reset, until the phone has been turned on. This way you could at least show prove of locations during shipping until last location before someone turned it on.

Nowadays the Apple Watch Series 6 and later has an Ultra Wideband chip like the newer iPhones have, this is definitely a suggestion Apple needs to implement. The ultra Wideband chip in an iPhone allows it to still be located via find my even if it’s off, though I have yet to hear about if it’s reset as a rule of thumb from Apple states that all iPhones, Apple Watch and iPad should be removed from Find My and your Apple account prior to trade ins, selling, giving away and ANYTHING requiring erasing the device.

 

[icanhazmac]

In store FTW! Obviously ones proximity to a store comes into play, I am fortunate to be close to one.

 

[cyb3rdud3]

Claim on your postal insurance.

 

[tolili alert]

I’m waiting for Apple’s response.

 

[deeddawg]

I rather swing by an Apple Store to do trade ins of Apple Watch.

That's great if you're close to an Apple store. Not so easy when the closest store is a couple hours distant.

 

[goldmac2006]

In store FTW! Obviously ones proximity to a store comes into play, I am fortunate to be close to one.

That's great if you're close to an Apple store. Not so easy when the closest store is a couple hours distant.

10/10 and I am too, the nearest Apple Store is two cities from me. You can also get a better estimate and do not worry, the Specialists let you take your time to ensure the data from the old Apple Watch is transferred to your new one, and they will take the old one back once the old one is unpaired and everything is set. Your AW will also be cleaned and inspected as well

It is similar if you done it on an iPhone before.

 

[tolili alert]

I live +3 hours from the nearest Apple Store, so for me there was no realistic alternative to trade-in.

 

[Bako-MacAddict]

Always something every year unfortunately with mailing trade ins.

 

[Blair110]

Similar thing happened to me with an express replacement. Sent back my iphone 12 that wasn't working. Dropped it off at Fedex. Got an email back I had sent an empty box. So someone at Fedex or Apple's 3rd party place must have taken it.

Ultimately, Apple sided with me due to the weight of the package, but it was a fun few weeks. Good luck!

 

[goldmac2006]

I live +3 hours from the nearest Apple Store, so for me there was no realistic alternative to trade-in.

Do you live near an Apple Authorized Service Provider or Reseller? These include Best Buy’s as well.

 

[tolili alert]

Do you live near an Apple Authorized Service Provider or Reseller? These include Best Buy’s as well.

I have one of those stores 30 minutes away, but here in my country you can't choose as many options as on Apple’s website or have the device on launch day.

I thought buying directly from Apple was the safe option… I still trust that they will give me my 125 euros.

 

[goldmac2006]

I have one of those stores 30 minutes away, but here in my country you can't choose as many options as on Apple’s website or have the device on launch day.

I thought buying directly from Apple was the safe option… I still trust that they will give me my 125 euros.

Forgot that you were an EU resident! No wonder Apple Stores are hard to find if you are not living in a major city or province in Europe. Does any of the tech stores near you provide trade in service?

 

[tolili alert]

Forgot that you were an EU resident! No wonder Apple Stores are hard to find if you are not living in a major city or province in Europe. Does any of the tech stores near you provide trade in service?

I'm not entirely sure, but I would say yes if you buy the new device from them. This is something I didn't even consider because of what I said: something as simple as the sport band in lake green doesn't exist in these places.

 

[goldmac2006]

I'm not entirely sure, but I would say yes if you buy the new device from them. This is something I didn't even consider because of what I said: something as simple as the sport band in lake green doesn't exist in these places.

These are bands that are beyond the ones provided with the specific Apple Watch color(s) and this year third party retailers are selling the aluminum Apple Watch with sport loops. These premade arrangements are for Apple to sell them in these stores to avoid having resellers do extra work by unwrapping the Watch and putting a band of the customer’s choice, which Apple Store allows customization of products by the customer’s choice due to the supply and ease of service.

Which S10 or Ultra were you looking to upgrade from your Apple Watch Series 7?