iPhone X iPhone X lost delivery

Discussion in 'iPhone' started by sultanoflondon, Dec 4, 2017.

  1. sultanoflondon macrumors 6502

    Dec 3, 2013
    Hi all,

    I preordered the iPhone X 256 GB Space Grey in October. The iPhone was dispatched by Apple and due to arrive at my doorstep on 21 November. It turns out that UKMail lost my iPhone in transit. Whether it was lost or stolen or both, I'm not sure and haven't been told. They said that they have checked their vans and CCTV and that they can't find anything. I asked the customer service assistant as to what I should do now and she said that I need to contact Apple and they will send me a new one and pick this up with UKMail directly. She said that this should be the end of communication between me and UKMail. Apple confirmed the same.

    I spoke to Apple and they have launched an investigation into the delivery. They have said that they will give a minimum of two working days for UKMail to sort the issue out (which ends tomorrow, end of working day) and that they will contact me tomorrow with an update.

    Was gonna ask if anyone has had any experience with such a situation and whether someone can give me an estimate as to how long it will take for me to get my hands on an iPhone X?

    Thank you!
  2. barkomatic macrumors 601

    Aug 8, 2008
    Sorry to hear about that OP as this situation would irritate me as well. Since you never signed for it, I imagine Apple will send you a new phone without much trouble. The shipping times have improved worldwide and so you won't have to wait long.

    I bet you might be able to get them to expedite the process in light of your inconvenience.
  3. sultanoflondon thread starter macrumors 6502

    Dec 3, 2013
    Thank you for your quick reply!

    Do you think they would be able to throw in a small Christmas present for me for the inconvenience? ;)
  4. barkomatic macrumors 601

    Aug 8, 2008
    Hey, it never hurts to ask! I'd angle for expedited shipping but it all depends on the disposition of the person you are talking to at Apple.

    You're not gonna get a new Mac or anything. :D
  5. sultanoflondon thread starter macrumors 6502

    Dec 3, 2013
    Have had that experience in the past with Apple, gratuity really depends on the sentiment of whoever you are talking to. Maybe they will take pity on how much I paid for that phone haha

    I'll give it a shot and try my luck!
  6. mcdj macrumors G3


    Jul 10, 2007
    Or you could just pay it forward and get some karma points for being patient. I thought the Brits were classier than outright asking for free crap. That’s the kind of stuff us obnoxious greedy Americans do.
  7. sultanoflondon thread starter macrumors 6502

    Dec 3, 2013

    also, I'm not sure whether there are any karma points in being kind to one of the world's biggest corporates.
  8. Newtons Apple macrumors Core

    Newtons Apple

    Mar 12, 2014
    Jacksonville, Florida
    No, but there is “self respect”. ;)
  9. itsmemuffins macrumors 68040


    Jun 23, 2010
    iPhones get delivered via ups or dhl if bought directly from Apple. What’s this UKMail you speak of?
  10. sultanoflondon thread starter macrumors 6502

    Dec 3, 2013
    I bought this iPhone X from the Apple Store in the UK.

    It used to be true that in the UK, Apple's carrier of choice was UPS. My iMac came with UPS. However, a couple of years ago, Apple switched to using UKMail for UK deliveries. Presumably, this was a cost cuttting measure. I must say that I have not had a fault with UKMail in the past and that this has been the only time.
  11. Coconut_one macrumors member

    Jun 17, 2017
    Dpd lost or stolen both my iPhone x replacement third replacement is PFD now.
  12. rcipriano macrumors newbie

    Oct 23, 2015
    I have a similar case with UK Mail. iphone X normally delivered to the “shipment to” address (and billed) the 9/11@ 15:00 signed by someone from my shipment management company (as per UK Mail website and apple page link information- status: “delivered”); however my management company never registered the iphone in my account to delivery it to me later.... After few calls to UK Mail requesting the “proof of delivery” they said that I have to contact apple directly because they cannot provide that to me. After several calls to Apple and to my management shipment company the current status is that Apple is “investigating” (almost a week now- current status is “requesting proof of delivery to UK Mail”) and the last update from my shipment company is that they reviewed the CCTV and that they can confirm that they did not receive anything and are claiming now that what is in UK Mail webpage is fake and they are in the process to open a complain with the police directly. In the mean time earlier this week I tried to open myself a complain with the police, however the police email me saying that they will not investigate further because this “looks” more a civil case than a “criminal” case....
    As you can read it is very complicated and frustrating now. I am in the middle of some loop where I am afraid I will never exit and someone stole my phone ... let see what happen, I hope your case is easier.
  13. sultanoflondon thread starter macrumors 6502

    Dec 3, 2013
    Oh my gosh, that's quite bad. Really hope something like that doesn't happen for me!

    Oh wow. So will Apple not really help you? I can see that even if Apple does help you, it will take time...

    May I ask both of you, where is your nearest UKMail depot? Maybe there is one rogue UKMail depot?
  14. rcipriano macrumors newbie

    Oct 23, 2015

    In my case it was intended to be delivered in Slough (SL3).... and you are right, the investigation can take much more that the initial 48 hours that is claimed, I guess depending of the complexity...
  15. sultanoflondon thread starter macrumors 6502

    Dec 3, 2013
    Oh right okay, mine was meant to be delivered in the Norwich area, so no correlation there.

    I was talking to Apple today, I might buy a second identical iPhone X now and then just get a refund on the lost iPhone. This might well be the fastest way to get my hands on the iPhone X, given the wait time for delivery and the upcoming festive period during which there will undoubtedly be a lull in deliveries, office hours, etc.

    The person I chatted with at Apple said that if I request a refund now, when the whole thing is over with, I can simply get a refund and the first iPhone won't even be delivered to me, so no issues arising from returning it or anything like that. Looks like the best plan at the moment.

    Any thoughts?
  16. rcipriano macrumors newbie

    Oct 23, 2015
    Sound good for you, however there is the small risk that they don’t want to refund for whatever reason and you end paying for two iphones!!..Personally I will wait as my iphone 7 plus works very well in reality and because this has been so long that I lost the hype a bit..

    Also note that this afternoon I got a call from Cork (Apple) and I chatted with the investigator guy that ask me some questions.. he mentioned something about Coventry hence maybe something is happening also there with UK Mail.. he requested extra documentation and said that in 48 hours he will call again with a definitive answer... let’s see..
  17. sultanoflondon thread starter macrumors 6502

    Dec 3, 2013
    Yeah on second thoughts, I'm probably not gonna do that. Especially as it is such a large sum of money. If they find any reason not to refund, then I am in deep trouble.

    So you got a call from Cork and he said that he will definitely call you in a maximum of two days, that's good news for you! Please post on this thread what he says in two days. Would also be very helpful if you could give me his number, as I really want to speak with the investigation team now, kinda frustrated of speaking with people who aren't dealing with the situation themselves.

    Did they ask you to provide identification? I got an email a couple of days ago asking me to send them an electronic copy of my passport or driver's licence or some other government document that clearly shows my signature. I presume this was for delivery purposes but I am unsure. Also, this doesn't really make sense in that anyone at home can accept the delivery so seeing my signature might not help much. But nonetheless, I promptly did as I was told and sent them a copy of my passport. This was on Monday I think. Then after that I haven't heard from them. I might chat with Apple on Friday to see whether they have managed to do anything.

    The only thing that I am kinda apprehensive of is the upcoming Christmas break. When UKMail and a lot of Apple's team will go on holiday over the Christmas season, then there will be a period of time during which there won't be any progress made, or very little if any. Would like to be holding my new iPhone, or at least to have a dispatch notification before then to know that the replacement iPhone is coming.
  18. Ipadfever macrumors 6502a


    Apr 22, 2012
    While your at it why not get the postal service to throw in some free stuff too! :rolleyes:
  19. Sarah Jones 799 Suspended

    Sarah Jones 799

    Sep 11, 2015
    I feel bad for you I'm having the same problem to with dpd despatched my iPhone x for delivery 23rd November with a timeslot 12.34-13.34 (24th delivery) parcel just lost.(Pending investigation) Yeah right happen with my apple watch series 3 with EE too. (Pending investigation)
    Reading dpd trustpilot I think they are stealing parcels.
  20. rcipriano, Dec 6, 2017
    Last edited: Dec 6, 2017

    rcipriano macrumors newbie

    Oct 23, 2015
    Indeed I will post what they say, let first see if they really call in 2 days with the final resolution... however I was thinking that they are based in Cork and the issue is/are not there but across the sea and looks like in multiple places ... at this point I doubt they have “a investigation team” to really go to the places and do a proper investigation.. I think they just request to UK Mail the famous proof of delivery (a paper or a film, who knows..) and take a decision there, if they are confident it is a valid proof they don’t pay/refund, at least so easy, but if they find something suspicious at UK Mail side they just pay/refund..at the end I want to know from Apple if UK Mail deliver the iphone as I cannot check by myself...

    Regarding the number, it was a generic number with a bunch of Zeros hence not a desk telephone number..and regarding the identification they asked me the same and as you said, I provided it but i don’t know the utility of that.... as they know I did not get the phone myself, not even as UK Mail... at least it is a legal stuff to charge back any refund to UK Mail because they do not deliver to the intended person on their hands...who knows..

    Also I hope they can investigate and refund you as quick as possible in order to you get the phone before christmas!
  21. sultanoflondon thread starter macrumors 6502

    Dec 3, 2013
    This is quite worrying. I might ask for a refund and then pick one up from my local store, despite it being fairly far away.

    Thanks for your reply man. I doubt I'll be getting this iPhone before Christmas to be honest, but we will have to wait and see.

    A couple of years ago, Apple switched from UPS to UKMail as their courier of choice for UK orders. Have never had a problem with either before this, but I must say that the UPS tracking system is certainly better than that of UKMail.
  22. Sarah Jones 799 Suspended

    Sarah Jones 799

    Sep 11, 2015

    Very worrying Apple definitely need to switch back to UPS in the future. dpd and UK mail are not trustworthy
    I had two parcels this week delivered to my house from dpd parcels are 100 miles away from their destination. Lol sums it up they don't care.
  23. sultanoflondon thread starter macrumors 6502

    Dec 3, 2013
    Okay so on Thursday 7 December, I received the iPhone! Turns out it wasn't stolen, just that it had been lost. UKMail gave me no answer as to why the delivery was so delayed and I was just happy that I received it in the end and so I didn't probe them to give me answers.

    The iPhone itself is fine, beautiful and without any issues. Being lost in the mail didn't seem to have any issues with the phone itself (not broken, smashed, evidently tampered with, etc.).

    Happy days, I guess! Apple should definitely look into this issue though!
  24. Billburns macrumors 6502


    Mar 27, 2017
    If the phone was never scanned as delivered... why are you worried? If it was scanned as delivered and you never actually go it the. I would worry since Apple and your courier will both agree it was “delivered”

    Apple will send you a new phone without issue
  25. sultanoflondon thread starter macrumors 6502

    Dec 3, 2013
    Was not worried, rather excited to get the new iPhone. Was half way through the process of getting a new one sent out to me, trust me, Apple will not send you a new one without issue. They need to, understandably, go through a lot of checks and investigations first before sending a replacement iPhone out to me.

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27 December 4, 2017