Being charged for Apple's mistake?

Discussion in 'iPhone' started by r03dz, Nov 20, 2014.

  1. r03dz macrumors member

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    Aug 5, 2014
    #1
    Im not quite sure what I should do. I received a replacement iPhone 6 for my faulty device. I put the faulty device in the sent packaging and brought to UPS to send back to Apple. After days with no update in repair status I decided to call Apple. They stated that they received a Black iPhone 5 and not an iPhone 6. This made me quite worried because I most certainly sent the faulty device to them. Now, I am being charged for the device. What should I do? Before anyone says I didn't send the device to them... I did. Any suggestions?
     
  2. bunnicula macrumors 68040

    bunnicula

    Joined:
    Jul 23, 2008
    #2
    That is indeed odd.

    Did you take pics of it in the box before you mailed it?
     
  3. HolyGrail macrumors 6502

    HolyGrail

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  4. iososx macrumors 6502a

    iososx

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    Aug 23, 2014
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    #4
    Sorry to hear of your misfortune.

    When I send a valuable phone or laptop back I never hesitate to pay FEDEX or UPS for priority shipping. Then you're able to track it and prove it.

    That's easily worth the price they charge me.
     
  5. boast macrumors 65816

    boast

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    #5
  6. NukeIT macrumors regular

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    Mar 20, 2013
    #6
    They are charging your credit card?? Dispute the charge and let your credit card company help work it out. Always helps to have money on your side.
     
  7. r03dz thread starter macrumors member

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    Aug 5, 2014
    #7
    Apple gives your everything to mail the device back. They received the device (says the tracking number) but they said when they opened it it was a iPhone 5 and not an iPhone 6.

    ----------

    The replacement was even more faulty than my current device so before mailing the replacement phone back I called Apple to confirm this was okay. They approved it and the next day I mailed it back. Under my account it says that the replacement device I sent back is mine and they disabled the warranty on my current device. This whole situation has given me an incredibly poor experience with Apple care.

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    I didn't think I had to :(

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    Apple paid for the priority shipping and it had a tracking number. They just received a different device in the box.
     
  8. markyr17 macrumors 65816

    markyr17

    Joined:
    Apr 8, 2010
    #8
    Do what this guy said. Usually they give your money back right away as well, until the investigation is complete. I'm sure the outcome will be in your favor.
     
  9. r03dz thread starter macrumors member

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    Aug 5, 2014
    #9
    I will do this tomorrow morning when the lines open! Thanks! Also, everyone beware. It's not hard to tell what box is an iPhone replacement and I think there is something going on at UPS.
     
  10. Rockies, Nov 20, 2014
    Last edited: Nov 20, 2014

    Rockies macrumors 6502

    Joined:
    Oct 4, 2011
    #10
    I would contact your Fraud Department from your Credit Card Company right away. They are usually pretty good about this sort of thing. Also file a claim with UPS and Apple. You don't know where the mix-up occurred, could have been UPS or Apple. Document everything and keep a file.
     
  11. Compa49 macrumors newbie

    Joined:
    Sep 20, 2014
    #11
    In addition to the other advice you have gotten I would contact UPS to file a claim or complaint with them. It seems your package was tampered with in transit. Good luck getting things resolved.
     
  12. 617aircav Suspended

    Joined:
    Jul 2, 2012
    #12

    Don't think tracking is the issue here since the package was received.

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    The credit card company won't do anything is this case as the charge by Apple is not a fraudulent one.
     
  13. CBR900RR macrumors 6502a

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    Oct 11, 2008
    Location:
    Middle of Pacific
    #13
    Also you may want to question apple about the ip5 serial number, they might have info of the owner, that may lead you to the person that switch it out, or apple might make a mistake on your return phone(possible a return unit to apple from another person and apple just make a mistake)

    Also call the card company to put a hold on the charge until it is resolve.
     
  14. r03dz thread starter macrumors member

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    Aug 5, 2014
    #14
    Thanks guys! I am going to start looking into it tomorrow! I will document everything I can. Updates to come.
     
  15. r03dz thread starter macrumors member

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    Aug 5, 2014
    #15
    Update! I just realized I received a message from Fedex stating that I have a shipment waiting for me at the Canada-USA border and I need to declare the worth of the item to pay duty fees...... The apparent device is the iPhone 5 they state I sent them. Could Apple have just sent me a stolen device?
     
  16. lordofthereef macrumors G5

    lordofthereef

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    Nov 29, 2011
    Location:
    Boston, MA
    #16
    Sounds like apple simply sent you back what they believed you sent them. If that's a stolen phone, then yes. As blunt as this sounds, it's not their job to confirm any of that. In sure people try and defraud them all the time so they just send their box right back to them.
     
  17. ET iPhone Home macrumors 68040

    ET iPhone Home

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    Oct 5, 2011
    Location:
    Orange County, California USA
    #17
    Do you have the purchase receipt for the iPhone 6 faulty device. Give them the information on it. Maybe they can track the phone'd imei no# and prevent it from use.
     
  18. Zxxv Suspended

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    Nov 13, 2011
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    UK
    #18
    you don't have to accept it. If you ignore it, it gets returned to the sender.
     
  19. r03dz thread starter macrumors member

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    Aug 5, 2014
    #19
    When I talked to them on the phone I told them I sent them an iPhone 6 and that I have never owned an iPhone 5 so it's not mine. Also, I have the serials numbers for both phones.
     
  20. JayLenochiniMac macrumors G5

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    Nov 7, 2007
    Location:
    New Sanfrakota
    #20
    So someone opened the package and took the defective iPhone 6 out and replaced it with iPhone 5? I'd think they'd just steal the 6 and not bother giving away a 5.

    Sounds fishy.
     
  21. Zxxv Suspended

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    Nov 13, 2011
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    UK
    #21
    I guess by doing so it shifts suspicion to the sender and away from them.
     
  22. silverblack macrumors 68030

    silverblack

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    Nov 27, 2007
    #22
    I supposed getting the package back from Apple would solve part of the mystery, allows you to file a fraud claim against UPS, and report your iPhone 6 stolen.
     
  23. JayLenochiniMac macrumors G5

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    Nov 7, 2007
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    New Sanfrakota
    #23
    Good point, especially if the iPhone 5 is also defective or non-working.
     
  24. zorinlynx macrumors 601

    zorinlynx

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    May 31, 2007
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    Florida, USA
    #24
    The other question is why would someone want to steal a defective iPhone going to Apple for replacement?
     
  25. Gizmotoy macrumors 65816

    Gizmotoy

    Joined:
    Nov 6, 2003
    #25
    Wow, this is definitely a tricky case. You can understand Apple's position: if they opened the box and there's an iPhone 5 in there, there's not much they can do. On the other hand, you're clearly out of a device.

    Assuming both sides are correct, and at this point we have no reason not to, it's likely someone in the UPS chain. Does UPS monitor package weight? I thought I recalled packages being weighed at the nearest origin and destination sorting locations. Maybe the perpetrator didn't want the package to suddenly get lighter, so swapped in an iPhone 5 to keep the weights similar.

    Either way, it's probably time to get everyone involved. Apple as high as you can escalate (Executive CS if you have to), your credit card company, UPS...

    They use the same box in both directions. They probably thought it was a working replacement unit. I suppose a check of the destination address would have told them which way it was going, but maybe they didn't think of that.
     

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