I thought Apple's customer service was highly rated. So I am really shocked by the treatment I have received today, especially after spending literally thousands on their products over the last few years. I sent my ipad air in for repair last week and they quickly said they would replace it. They then dispatched a replacement with UPS. So far so good. After about a week of looking at the UPS tracking page and seeing my ipad go exactly nowhere, I called them and they said it was lost. No problem I thought, these things happen, I will just call Apple who I am sure with get a replacement to me and sort this out. Only Apple won't. They insist that they must launch an 'investigation' before one is sent. This could take some time. In fact, it could take a few weeks. I find this annoying and strange. In all my years of buying online, and working in retail myself once, I have never seen this. If there is a problem, it's clearly a problem between UPS and Apple. Why make it a problem for the customer? The wait for this 'investigation' is completely arbitrary, it would make no difference to send me one and recover the lost one if possible. If they don't find it, they will still send me one, so just send it now. I realise they would have to check it was actually lost, but that would only take a call or email. I felt quite sorry for the robot on the phone. It can't be nice to be in a job where you have little decision making ability and have to just read a script to upset customers. What a soulless existence that job must be. No if this is her fault. Anyway, sorry for the moan. I really think this is it now between me and Apple.