iPhone delivered EMPTY-- no iPhone

[St8kout]

Mine just arrived and I noticed the packaging is different than the 'empty' one posted here. I asked the fedex guy about people saying they got an empty box and he said the problem seems to be with the ones ordered through Apple. They came from overseas while mine came from Ft Worth TX through ATT. There's a good chance the overseas packages were empty before they even got to this country, or it could have happened going through customs.

ATT was kind of cheap though just throwing it in a box with the charger and no padding whatsoever. I assume the iphone is tough enough to take some rattleling around in a box.

 

[asleep]

My box had a blown out corner but the iP4 box was still inside.

 

[jhuang]

My Fed Ex driver handed me the two phones yesterday, said goodbye and walked away. I called out asking if I had to sign and he said no. Good thing I was home. I would hate to have two expensive phones sitting on my doorstep.

I was on pins and needles yesterday waiting for the FedEx truck (mailman drove by a couple times and got me all crazy) and then at some point I checked the door again and the phone was sitting on the step. No doorbell, no signature. What's worse is that the Comcast guy was in our house and went back and forth to his truck and could have swiped it if he wanted to. Luckily the phone was inside..

OP, hope everything gets sorted out quickly.

 

[lovetheduns]

So for me, it seems like everything will turn out okay. I have one on hold now just waiting for ATT to reset my eligibility. As of today they had not processed any of the info from Apple to cancel the other phone.

I feel for the other guy here in NC who is not as fortunate and who will have to wait.

I did google the words I used (since the other poster came on here) and I was shocked to see another thread at Apple about this very thing---

http://discussions.apple.com/thread.jspa?threadID=2475318&tstart=15

 

[str8boostn]

So for me, it seems like everything will turn out okay. I have one on hold now just waiting for ATT to reset my eligibility. As of today they had not processed any of the info from Apple to cancel the other phone.

I feel for the other guy here in NC who is not as fortunate and who will have to wait.

I did google the words I used (since the other poster came on here) and I was shocked to see another thread at Apple about this very thing---

http://discussions.apple.com/thread.jspa?threadID=2475318&tstart=15

That's good news for you... I have yet to hear anything from anyone... No updates what so ever on my end...

How was AT&T about resetting your eligibility? Did they give you a hard time or say no problem?

Also, have you heard anything back from FedEx or Apple?

 

[Built]

So for me, it seems like everything will turn out okay. I have one on hold now just waiting for ATT to reset my eligibility. As of today they had not processed any of the info from Apple to cancel the other phone.

I feel for the other guy here in NC who is not as fortunate and who will have to wait.

I did google the words I used (since the other poster came on here) and I was shocked to see another thread at Apple about this very thing---

http://discussions.apple.com/thread.jspa?threadID=2475318&tstart=15

Good to hear, man...Sorry you had to go through this.

 

[lovetheduns]

That's good news for you... I have yet to hear anything from anyone... No updates what so ever on my end...

How was AT&T about resetting your eligibility? Did they give you a hard time or say no problem?

Also, have you heard anything back from FedEx or Apple?

Hi Str8boostn---

So, the last I heard from Apple was when Apple customer service conferenced me in with the Apple store.

I don't think FedEx will be calling me back-- I figure they are going to work this directly with Apple. Honestly, what good will it do to do anything for me (from Fedex if you know what I mean).

Apple sent the cancellation to ATT directly. They apparently have a process when you cancel the order or if something like this happens. So far-- ATT has not updated anything for me yet, but the lady told me I should try again tomorrow it may be refreshed tonight-- it may be the full 3 days. Who knows.

Str8boostn you should call Apple again. Ask to speak to a manager-- or even email Steve JObs-- I did with all of my photos. He should be awfully concerned that this happened to two people who went through the same hub- in fact it looks like there are even more on the Apple forums.

Awful.

 

[lovetheduns]

Good to hear, man...Sorry you had to go through this.

Thanks-- I appreciate everyone who has been sympathetic.

Although-- I have to wonder if I am going to be severely disapointed once I do get it based on some of the antenna problems!

 

[mhack]

Just wanted to vent my frustrations - I've been going through the same issue ever since I got mine on Wednesday. Had the FedEx driver right in front of me when I opened it outside AFTER signing for it (a mistake I think none of us victims will ever make again), and when he saw what I saw, he told me there was nothing that he could do and that I had to call 1-800-GO-FEDEX. Annoying, and I'm not going to accuse the guy of doing it because it literally could've been anyone along the line, but I didn't think much of it.

Ever since then, I've been bouncing back and forth with Apple and FedEx, trying to get some sort of resolution. FedEx told me they'd get back to me within 5-7 days, and when I asked them if I could possibly get the name of the driver, they said they couldn't give me any assistance with that at the time.

When I called Apple, they claimed they'd place a trace on it and get back to me within 24 hours. After waiting a solid 36, I called them this morning, and they offered to help me out and take care of everything. A few hours later, I got an e-mail telling me that my iPhone 4 was placed for return and set to go - I found this sort of strange since I was asked to send them my phone back for a refund...despite the fact that I don't have the phone. I called them again to try and sort it out, and after an hour and a half of bouncing around between agents left and right, I was told I could finally get a replacement...to be shipped out on JULY 20TH. JULY. A MONTH after I was due the shipment. I asked them if I could possibly have something expedited for me since it seems that nearly everyone else with this issue has had some special circumstances taken, but alas, they couldn't do anything for me. I'm tempted to call back in again, but I need to take a little bit of a break from the 2+ hours I've spent talking to Apple (I can only listen to the same Kanye West songs on hold so many times).

Mind you, best part? I've emailed the old sjobs@apple.com account a few times about this, updating every time there's a new twist or turn...nothing. Not saying I deserve a response or that I'm a special situation, but it's funny that a long time customer that's purchased MANY products from Apple gets nothing while people asking why they have to hold their phone a certain way can get something, even if just a smartass remark.

Incredibly frustrated,
iPhone 4 Non-Owner

 

[str8boostn]

Just wanted to vent my frustrations - I've been going through the same issue ever since I got mine on Wednesday. Had the FedEx driver right in front of me when I opened it outside AFTER signing for it (a mistake I think none of us victims will ever make again), and when he saw what I saw, he told me there was nothing that he could do and that I had to call 1-800-GO-FEDEX. Annoying, and I'm not going to accuse the guy of doing it because it literally could've been anyone along the line, but I didn't think much of it.

Ever since then, I've been bouncing back and forth with Apple and FedEx, trying to get some sort of resolution. FedEx told me they'd get back to me within 5-7 days, and when I asked them if I could possibly get the name of the driver, they said they couldn't give me any assistance with that at the time.

When I called Apple, they claimed they'd place a trace on it and get back to me within 24 hours. After waiting a solid 36, I called them this morning, and they offered to help me out and take care of everything. A few hours later, I got an e-mail telling me that my iPhone 4 was placed for return and set to go - I found this sort of strange since I was asked to send them my phone back for a refund...despite the fact that I don't have the phone. I called them again to try and sort it out, and after an hour and a half of bouncing around between agents left and right, I was told I could finally get a replacement...to be shipped out on JULY 20TH. JULY. A MONTH after I was due the shipment. I asked them if I could possibly have something expedited for me since it seems that nearly everyone else with this issue has had some special circumstances taken, but alas, they couldn't do anything for me. I'm tempted to call back in again, but I need to take a little bit of a break from the 2+ hours I've spent talking to Apple (I can only listen to the same Kanye West songs on hold so many times).

Mind you, best part? I've emailed the old sjobs@apple.com account a few times about this, updating every time there's a new twist or turn...nothing. Not saying I deserve a response or that I'm a special situation, but it's funny that a long time customer that's purchased MANY products from Apple gets nothing while people asking why they have to hold their phone a certain way can get something, even if just a smartass remark.

Incredibly frustrated,
iPhone 4 Non-Owner

Today I got the same Apple return email (for refund) and a FedEx return label. I haven't had time to call them since I received that email. I was told that I would get a replacement to arrive before July 14th... Now I'm not sure if I'm getting a replacement or a refund... At this point I'd take either, but I'd prefer the phone.

 

[c1ar3]

I got my iPhone 4 on Thursday and the box was damaged and it looked as if someone opened it and tape it back. The phone however was sealed and looked fine. I ordered mine from AT&T and I was very upset but i am glad I receive the phone. Att however did offer to sent me another iphone but Thats a hassle. My package had no bubble wrap or anything. The iphone box must of been moving around. I wonder if that's bad for the phone or it the iPhone box packaged secure. I hope apple sents you guys replacements asap.

 

[mhack]

Today I got the same Apple return email (for refund) and a FedEx return label. I haven't had time to call them since I received that email. I was told that I would get a replacement to arrive before July 14th... Now I'm not sure if I'm getting a replacement or a refund... At this point I'd take either, but I'd prefer the phone.

CALL THEM. It took me an hour and a half on the line, but they told me it was a mistake in their system and it was likely that someone was just lazy and put the wrong thing in. If you ship the empty box back, they'll be expecting you to send the phone in afterwards and you'll never get your "replacement". Good luck!

 

[str8boostn]

CALL THEM. It took me an hour and a half on the line, but they told me it was a mistake in their system and it was likely that someone was just lazy and put the wrong thing in. If you ship the empty box back, they'll be expecting you to send the phone in afterwards and you'll never get your "replacement". Good luck!

I just got off the phone with Apple again... I had noticed that on my "order status" page on Apple's website, that it said my reason for return was "changed my mind." The guy at Apple said that wasn't important and that they needed the box back to continue with their investigation.

Why can't I get someone on the phone there that has some sense or acts like they care. I'm very disappointed with their service at this point.

Although he did tell me that he could see that my new iPhone 4 would arrive on July 20th. He said that he could see it in my order status on his side, but I couldn't see it on mine.

Then I gave him my email address 12 times (so that he could email me what he was seeing for my replacement) and I'm still not sure that he could understand me even though I spelled it out every time. That was one of the most frustrating phone calls I've ever been involved in.

I'm going to have to call back again soon, because I'm just not good with the way that call went.

 

[lovetheduns]

I just got off the phone with Apple again... I had noticed that on my "order status" page on Apple's website, that it said my reason for return was "changed my mind." The guy at Apple said that wasn't important and that they needed the box back to continue with their investigation.

Why can't I get someone on the phone there that has some sense or acts like they care. I'm very disappointed with their service at this point.

Although he did tell me that he could see that my new iPhone 4 would arrive on July 20th. He said that he could see it in my order status on his side, but I couldn't see it on mine.

Then I gave him my email address 12 times (so that he could email me what he was seeing for my replacement) and I'm still not sure that he could understand me even though I spelled it out every time. That was one of the most frustrating phone calls I've ever been involved in.

I'm going to have to call back again soon, because I'm just not good with the way that call went.

I would DEFINITELY call them back and ask to speak to a supervisor.

I didn't have any of those problems once I got a supervisor and I have to say it has been really rather painless.

 

[lovetheduns]

Last Update for me! Picked up new iPhone tonight

So---

I now have a new iPhone in my hand (well it is still syncing with my iTunes).


I checked around 6pm to see if AT&T had updated my contract-- and I was still showing as upgrade ineligible.

Since I had stopped at an AT&T store last night (hoping to get some info about how long this would realistically take especially since the weekend was coming), AT&T store had mentioned that if AT&T had not updated the contract status I should have Apple call them directly. They would then be able to remove the phone.

So tonight, I called back to the online customer service. Explained myself to the new rep-- who must have been able to read the interactions I have had today-- and he called AT&T and worked with them to have the contract reset. Yay!

I went to pick up my iPhone tonight that was being held securely by the Apple Store. Checked out pretty discreetly since they had NO stock left and it was a madhouse in there-- so we didn't want to call attention to the fact that I was somehow able to purchase one.

I love the little phone-- Although, I have found if I hold the phone in my left hand-- I also lose signal-- so I will just have to adjust until Apple figures out some kind of resolution. I do have a bumper coming via FedEx (snorts) in the next week. So hopefully at least THAT makes it to me.

Str8boostn I hope your situation gets resolved ASAP.

 

[Built]

So---

I now have a new iPhone in my hand (well it is still syncing with my iTunes).


I checked around 6pm to see if AT&T had updated my contract-- and I was still showing as upgrade ineligible.

Since I had stopped at an AT&T store last night (hoping to get some info about how long this would realistically take especially since the weekend was coming), AT&T store had mentioned that if AT&T had not updated the contract status I should have Apple call them directly. They would then be able to remove the phone.

So tonight, I called back to the online customer service. Explained myself to the new rep-- who must have been able to read the interactions I have had today-- and he called AT&T and worked with them to have the contract reset. Yay!

I went to pick up my iPhone tonight that was being held securely by the Apple Store. Checked out pretty discreetly since they had NO stock left and it was a madhouse in there-- so we didn't want to call attention to the fact that I was somehow able to purchase one.

I love the little phone-- Although, I have found if I hold the phone in my left hand-- I also lose signal-- so I will just have to adjust until Apple figures out some kind of resolution. I do have a bumper coming via FedEx (snorts) in the next week. So hopefully at least THAT makes it to me.

Str8boostn I hope your situation gets resolved ASAP.

Thanks for the update. Sorry you had to go through this, but happy that it worked out.

Enjoy the new phone, buddy!

 

[rKunda]

This 'pics or it didn't happen' line is getting beyond annoying. Some people need to be punched.

Kind of a bummer story, OP. Glad it worked out quickly.

 

[mhack]

I just got off the phone with Apple again... I had noticed that on my "order status" page on Apple's website, that it said my reason for return was "changed my mind." The guy at Apple said that wasn't important and that they needed the box back to continue with their investigation.

Why can't I get someone on the phone there that has some sense or acts like they care. I'm very disappointed with their service at this point.

Although he did tell me that he could see that my new iPhone 4 would arrive on July 20th. He said that he could see it in my order status on his side, but I couldn't see it on mine.

Then I gave him my email address 12 times (so that he could email me what he was seeing for my replacement) and I'm still not sure that he could understand me even though I spelled it out every time. That was one of the most frustrating phone calls I've ever been involved in.

I'm going to have to call back again soon, because I'm just not good with the way that call went.

It's amazing to me that we can have the exact same results, down to "changed my mind". I was told the order status deal was going to be updated within 24 hours, and that the order number was the same aside from one digit being changed. It's been two days now, and I still see the old order. Needless to say, a call tomorrow to Apple is in order, and I'll be working my way up the chain of command.

Congrats to the OP - I'm really glad that you got your phone, and I hope you don't take offense in this, but I'm honestly a bit jealous and I hope that we can all see the same result. If not, you're INCREDIBLY lucky! Either way, let's hope that we can use our collective experiences to get great results for all of us.

 

[Mac'nCheese]

Pics or it didn't happen.

Let me get this straight: You think the op might be joking about getting a iphone box with no iphone in it. SO for proof, you want pictures. Of an empty iphone box? Because that would prove his story?

 

[str8boostn]

I'm not having any luck with Apple's customer service. I feel like everyone there just wants to blow me off. I can't get any strait answers and when I think I get a strait answer, it turns out to be BS.

My order status has still not changed and right now I'm suppose to ship back an empty box? I just don't get it. This is taking way to long, I'm almost not even excited to get the phone anymore, especially with all of the issues that are going on.

This has been a very big let down and has started to change my mind about Apple in general. I know it's not their fault that some jackass as FedEx decided to crap on my parade, but the way it's being handled is just terrible in my opinion.

I truly don't believe Apple "secured" the boxes or shipped them discretely enough to hinder anyone from being able to steal them with very little effort.

Granted my box was ripped open from the side, but other than that, there was only one little piece of tape holding a box closed that housed a $699 phone (replacement cost if this doesn't get worked out).

I just think for a company as innovative as Apple, that they would take more pride in securing expensive items for the people that help put them where they're at today.

This happened on Weds, still no call from ANYONE at Apple, no email from ANYONE at Apple (except the one that I requested, that lead to absolutely nowhere anyway). I still have no true, concrete proof that my phone is actually going to be replaced, just the "words" from a few people (at Apple) that I've called.

I plan to try one last time tomorrow to get some solid proof that my phone is being replaced... I just don't understand how Apple has absolutely no back up plan for any unfortunate instances with the release of such a highly anticipated product. To me, there is no excuse for it. It's very disappointing.

 

[mhack]

Just a small update - I checked the web order number that they gave me for the replacement, just by editing the typical URL for web orders. I was curious to see if it would work, just by the off chance that it would. Of course, "we could not locate an order with the information you have entered below, please try again." Go figure!

I'm going to raise hell and go through the entire chain of command tomorrow. At this point, I'm frustrated and simply want a replacement phone ASAP. There's no way that they can't have me simply pick up a unit they have laying around at an Apple Retail Store that would be used in the case of someone bringing a phone in for replacement, and with ten Apple Stores within reasonable driving distance (including the four NYC locations), there must be ONE phone they can get me.

 

[spyda]

Yeah, it's time for you boys to make threats and raise hell. I don't mean senseless threats, but as far as filing complaints and yada yada. If you speak to a rep who sounds like they are simply ********, raise your voice until they ****ing understand. I mean really, just go ape **** on these people until you speak to someone who CAN and WILL make things right.

 

[SydneySuero]

k,kkkkkkkkkkk

 

[Daremo]

Yeah, it's time for you boys to make threats and raise hell. I don't mean senseless threats, but as far as filing complaints and yada yada. If you speak to a rep who sounds like they are simply ********, raise your voice until they ****ing understand. I mean really, just go ape **** on these people until you speak to someone who CAN and WILL make things right.

This is terrible advice. The old saying is true... "You catch more flies with honey."

Be polite, but stern. As soon as you "go ape sh**" you're done. They won't help any longer.

 

[sushi]

This is terrible advice. The old saying is true... "You catch more flies with honey."

Be polite, but stern.

Agree. That's definitely the way to do it.

As soon as you "go ape sh**" you're done. They won't help any longer.

True.

Don't shoot the messenger.