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Apple messed up my returned iPhone 5s

ABC5S

ABC5S

Suspended
Original poster
Sep 10, 2013
3,395
1,646
Florida
What could happen when returning iPhone via USPS....

Return iPhone with return sticker provided by Apple, but I wanted to return it via the Apple store 25 miles away. However the official Apple site stated that if I bought the iphone via online, and shipped to my home, I would have to return it same way. NEVER AGAIN

I boxed two products, one being the iphone 5S, and the other, a small Apple docking station. Sent via USPS, arrived 6 days later. Got credited via email tonight, but only for the docking station, and of course I immediately made a call to Apple.

I was on the phone for a good 40 minutes or so with a nice rep, who first stated their records showed that I was not billed for a iphone 5s, but I had, and my credit card statement showed same. The rep went looking, and later returned, and said things were all messed up record wise, but they did find the returned box, but he could not tell me if the phone was inside (unknown why-couldn't tell me), but would have more information in 24 hours.

Very frustrating to say the least. Anyone else had same issues, and what came of it ? Filed a loss report or what ever ?

I will wait another 24 hours, than call again, but this is not good.
 
ABC5S said:
What could happen when returning iPhone via USPS....

Return iPhone with return sticker provided by Apple, but I wanted to return it via the Apple store 25 miles away. However the official Apple site stated that if I bought the iphone via online, and shipped to my home, I would have to return it same way. NEVER AGAIN

I boxed two products, one being the iphone 5S, and the other, a small Apple docking station. Sent via USPS, arrived 6 days later. Got credited via email tonight, but only for the docking station, and of course I immediately made a call to Apple.

I was on the phone for a good 40 minutes or so with a nice rep, who first stated their records showed that I was not billed for a iphone 5s, but I had, and my credit card statement showed same. The rep went looking, and later returned, and said things were all messed up record wise, but they did find the returned box, but he could not tell me if the phone was inside (unknown why-couldn't tell me), but would have more information in 24 hours.

Very frustrating to say the least. Anyone else had same issues, and what came of it ? Filed a loss report or what ever ?

I will wait another 24 hours, than call again, but this is not good.
Click to expand...

Wow that sucks. Hopefully they tell you if the phone was received.
 
For future references. You can return an online apple iPhone order at the apple store. I just did yesterday
 
AndrewR23 said:
For future references. You can return an online apple iPhone order at the apple store. I just did yesterday
Click to expand...

That must be new, because I did this for the 4S and 5 for manufacture defects (I didn't want a Genius Bar replacement) and because of that I had to return them to Apple.com.
 
http://imageshack.us/a/img850/271/oata.jpg

http://imageshack.us/photo/photo/850/oata.jpg/
 

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ABC5S said:
What could happen when returning iPhone via USPS....

Return iPhone with return sticker provided by Apple, but I wanted to return it via the Apple store 25 miles away. However the official Apple site stated that if I bought the iphone via online, and shipped to my home, I would have to return it same way. NEVER AGAIN

I boxed two products, one being the iphone 5S, and the other, a small Apple docking station. Sent via USPS, arrived 6 days later. Got credited via email tonight, but only for the docking station, and of course I immediately made a call to Apple.

I was on the phone for a good 40 minutes or so with a nice rep, who first stated their records showed that I was not billed for a iphone 5s, but I had, and my credit card statement showed same. The rep went looking, and later returned, and said things were all messed up record wise, but they did find the returned box, but he could not tell me if the phone was inside (unknown why-couldn't tell me), but would have more information in 24 hours.

Very frustrating to say the least. Anyone else had same issues, and what came of it ? Filed a loss report or what ever ?

I will wait another 24 hours, than call again, but this is not good.
Click to expand...

Last year when I returned an iPhone 5 I had the worse time. I dropped it off at the post office with the label and everything was fine. Package was shipped back to apples facility's but was never seen after that. Dealt with an apple online rep to work it all out and even tho they couldn't track the phone down he refunded the money and the upgrade back. He also gave me a $150 discount off an iPad 3 for my troubles.
 
Curious, what's the return window for the iPhone? I was told when I was purchasing it was 14 days but online website seems to say it's 30 days. Anyone know for sure?
 
Wow, that sucks OP. Just keep calling them. I was in a similar last year when I ordered the 5 and AC+ online but I cancelled to do an in-store pick-up instead and get AC+ then. Since I was already charged for the AC+ initially from the web order, Apple was having the toughest time refunding the money. In fact, twice they said they had refunded and nothing happened. Until they finally did some "research" and got my money. I did get a free case out of it though.

----------
Bloake said:
Curious, what's the return window for the iPhone? I was told when I was purchasing it was 14 days but online website seems to say it's 30 days. Anyone know for sure?
Click to expand...

It's 30 days for the iPhone.
 
AndrewR23 said:
For future references. You can return an online apple iPhone order at the apple store. I just did yesterday
Click to expand...

Guess Apple has got to make some changes to what it tells the paying customers. Don't see why they have it one way on their site and another if you bring it in.

Jordan921 said:
Last year when I returned an iPhone 5 I had the worse time. I dropped it off at the post office with the label and everything was fine. Package was shipped back to apples facility's but was never seen after that. Dealt with an apple online rep to work it all out and even tho they couldn't track the phone down he refunded the money and the upgrade back. He also gave me a $150 discount off an iPad 3 for my troubles.
Click to expand...

Still no go on the return. Will continue with the calls. Had to ask for the reps name since he said he could not send a confirmation email that I made the call. No case number either. Does not seem right but I will continue. I do want my eligibility back from Verizon but don't know how that will work out now. Thought I would just cancel my phone account and buy from AT&T in a few days, not to mention calling my credit card up to dispute the charge if that is even possible.

Thanks guys for the suggestions.
 
noobinator said:
mr. usps worker is surely enjoying your phone
Click to expand...

Called again today, and spoke with a Supervisor who told me that the box arrived, but Apple deals with a simple matter of the Docking station first, than it will take more time with the iPhone itself before Apple acknowledges to the customer that the phone has indeed been returned, and a refund is in order.

However, before I got to the Supervisor stage today, I talked to a rep from Texas first, who said the phone was going to another location, but that was clearly wrong. So its best to talk to a Supervisor in hope he/she is more knowledgable. :D
 
Bloake said:
Curious, what's the return window for the iPhone? I was told when I was purchasing it was 14 days but online website seems to say it's 30 days. Anyone know for sure?
Click to expand...

I believe that it's 14 days if you bought from a carrier and 30 days if you bought directly from Apple.
 
Never ship anything valuable through usps. First off they don't take care of packages in transit, I have gotten many things damaged from them. Second, they steal stuff all the time. I now spring the extra few bucks and ship fedex. It's worth it in the end to not have to deal with all the headaches.
 
Update:

Apple Supervisor called (Nice guy, fast response), and expedited my case, found iphone 5S, and now my email arrived that updated the return, and my Carrier Verizon also updated my Eligibility so I can buy again. Apple Supervisor was patient with my concern, gave me his direct line and Extension, but it was not needed. He did some digging, and Wa-La, all is good.

The other reps seemed not to be very astute, and asking for a Supervisor will make things much easier, not to mention, I could actually understand him.

:D ;)

As far as USPS shipping, I really had no choice. Apple sent me the label for USPS.
 
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