iPhone 13 Pro Max Trade-In Stolen!!!

[pateljj04]

The same thing happen to me, sent in two phones in their respective trade-in kits and one was received and processed and the other they said it was received empty, I called and they opened an investigation last Wednesday still no update on it. Will have to call and see on Monday. Wasting another hour explaining what happen.

 

[Flojomojo]

Hi all, just wanted to update that 2 days after Apple opened an investigation, they approved my trade-in and closed the case. What a relief! I wasn’t asked for any evidence etc. It appears this is now happening often enough that they might have realized this is a bigger issue at their end which they need to sort out. Anyways, glad that the matter is closed for now. In future, I hope they allow those on IUP to trade in our phones at local Apple store.

I’m glad to hear this. After a lengthy wait I got the empty box email. I explained how I packed it in their box, how I’ve done other trade-ins without issue, and how I never would have used the trade-in program if its integrity were in doubt. My package went via UPS to Carlisle PA but as others have said, it sounds like the packaging is too recognizable. I’ll do an in-person return at the apple store next time.

Edit: I got the “everything checks out” email this morning and the credit should arrive soon.

 

[- rob -]

So sketch. What a bunch of wasted time and brand damage.

 

[Cuesca]

I have nothing to contribute to this thread besides stating that Fedex sucks...

 

[MBHockey]

I called Apple last week. they said they received the phone but that it was being declined. they would not tell me why, but usually it's because of poor condition of the phone. They couldn't tell me more than that. I do suspect it was stolen and they received an empty box because the condition was perfect. I still have not received any official email or had the package sent back, which they said would happen because it was still 'pending'. I don't know why they can't tell you on the phone what the reason for them declining the trade-in is.

Mine also went to Carlisle, PA.

I've been a Mac user since 2002. I have bought every new iPhone since 2007, including lining up at the store for the first one. We've been doing the trade in program for a few years. I hope all of this counts for something.

 

[- rob -]

I called Apple last week. they said they received the phone but that it was being declined. they would not tell me why, but usually it's because of poor condition of the phone. They couldn't tell me more than that. I do suspect it was stolen and they received an empty box because the condition was perfect. I still have not received any official email or had the package sent back, which they said would happen because it was still 'pending'. I don't know why they can't tell you on the phone what the reason for them declining the trade-in is.

Mine also went to Carlisle, PA.

I've been a Mac user since 2002. I have bought every new iPhone since 2007, including lining up at the store for the first one. We've been doing the trade in program for a few years. I hope all of this counts for something.

Based on this thread, I have a solid feeling you'll get sorted out. However, next time you call, you should ask for the mailing address to send a written letter of dispute.

When they give you one, write a 3 paragraph letter explaining what happened, use the words "in good faith" about your side of the return and tell them you'll take any actions possible to prove your claim.

I have nothing to contribute to this thread besides stating that Fedex sucks...

I think this is the work of the 3rd party "inspection" service. I had something like this happen with a Nike return. Same deal, except Nike sends a message saying that they won't let you keep buying from them if it happens again.

 

[Flojomojo]

I think that's a good idea to say "sent in good faith" because that's exactly what you did. I mentioned that I would not have upgraded to a new device if I had any questions about the integrity of the trade-in process, which is true.

The fact of the matter is, these packages have a lot of hands on them and it's difficult to manage every aspect of the process. I have a feeling we all lose when stuff goes missing, because they'll lower buyback prices in order to cover their losses.

I got a third email later this morning that apologized for the inconvenience, which was nice.

 

[ssl0408]

This post has me scared to send in my iPhone 11 Pro. I went to the store today to trade it in but I was told because I ordered the 13 Pro online, that I had to mail the phone in.

I asked to speak to a manger and he then proceeded to try to process the trade in but the system would not allow it. He said it’s because I was already sent a box in the mail. I told him that this is ridiculous and I know people that have done it this way, but he couldn’t do anything else. Should I try another Apple store location?

 

[SC54HI]

This post has me scared to send in my iPhone 11 Pro. I went to the store today to trade it in but I was told because I ordered the 13 Pro online, that I had to mail the phone in.

I asked to speak to a manger and he then proceeded to try to process the trade in but the system would not allow it. He said it’s because I was already sent a box in the mail. I told him that this is ridiculous and I know people that have done it this way, but he couldn’t do anything else. Should I try another Apple store location?

You might do so if that's convenient.

I was able to do an in-store trade in of my iPad Mini 5 after receiving the mailing box and within a week of receiving the iPad mini 6, well before the 14-day deadline.

A couple of days ago I got an email from Apple which included the following (note the bolded sentences):

Your device hasn’t been received yet. If you sent it and it’s in transit, we’ll move forward with your trade-in as soon as it’s received.
If you haven’t sent it yet, your estimated trade-in value expires in five days and is subject to verification, so please send your device as soon as possible.
If you’ve already completed your trade-in at an Apple Store, you can ignore this email. You’re all set.

 

[Joes1]

I learned my Apple trade-in was stolen while sending it back to Apple via fedex
This is the email I just got from Apple.
I will next time use my own box as someone mentioned here on the thread that these Apple boxes are too obvious of what’s inside

When we received your trade-in kit, there was no device inside the box. If this was intended, or if you've already contacted us concerning this issue, disregard this email. Otherwise, it's important that you reply with the following information as soon as possible:

• The exact item(s) you placed inside the return packaging
• A detailed description of how you packaged and sealed the goods inside

 

[MBHockey]

I should update this thread, i had forgotten about it.

I assumed my wife's trade-in got stolen because the trade-in was declined but without a clear explanation.

I emailed tcook@apple.com and explained what i thought happened. Someone from their executive customer relations team called me a few days later and opened an investigation. That night i got an email from Apple saying my trade-in was complete for my wife's phone.

I called the rep back a few times to see what had actually happened but i couldn't get a hold of her again.

So, not sure what happened, but once i emailed tcook and explained the story it got resolved very quickly!

 

[- rob -]

I have had something similar to this happen at Amazon.

I don’t know if Tim reads mail sent there, but at least someone or a team of people do.

Given how many anecdotal reports I suspect Apple is struggling with mailed device returns and reliable inspection partners.

The only reason we are seeing Apple almost immediately override the results of inspections is because they know they have a systematic problem and their case studies are so similar.

It is not just in upgrade program, but in their repair logistics workflow as well.

What I wonder is how big of a problem this really is. Not everyone knows to escalate the way you did.

If there are many people falsely being told their devices were lost or damaged and Apple knows this, and isn’t refunding people or making amends, it seems like a lot of potential exposure to the company.