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View Full Version : Do-it-yourself defective headphones returned without explanation




JoeKozy
Sep 1, 2009, 01:43 PM
I had the usual Apple headphones problem (one of the channels started cutting out) and requested a replacement on Apple's do-it-yourself repair service. I received the replacement headphones and sent mine in the bag provided as per their instructions.

Now, for some reason, the bag has made its way back to my address seemingly untouched by Apple. I think that, for whatever reason, the Post Office (UK) has misread the labelling and have delivered to the return address (i'm assuming that Apple would have added some sort of explanation saying they didn't know which service request it was/the parts aren't covered etc.). This means i've just passed the 10 business days no charge period and expect to be charged for the replacement headphones. I'm going to go into the Post Office tomorrow to try and find out what happened (i still have the proof-of-posting receipt), but what's the best way to get in contact with Apple to try and explain the problem? The headphones get sent to an industrial estate somewhere so i'm unsure how to get in contact with them.

Also, did i follow the return procedure correctly?
It says: "Please re-use the packaging sent with your replacement item to return your defective item. Do not include anything other than the defective item in the packaging, as it will not be replaced or returned to you [...] A Royal Mail pre-paid and pre-addressed return bag is included with your replacement item. Please place your return package (defective item) in the return bag and seal it. Do not use any other bag"
Based on this i assumed the barcode on one of the bags contained the repair code etc. so they'd know for what repair the headphones were being returned for. My repair status still shows 'part returns pending'.

Any advice would be much appreciated.