I preordered a new Ultra 2 in black and received it on 9/20 without any issues. I then preceded to turn off Find My on my old Ultra 2, wipe it, boxed it up, and sent it off to Apple as I normally do as a part of the trade-in program. Then on 10/10 I get an email from Apple saying that my trade-in credit has been reduced to zero with the reason being “data erasure unsuccessful”. My only option at that point was to either accept the adjusted value or decline and have the device sent back to me in the same condition it was received by them. I know for a fact I performed all the necessary steps to wipe the device prior to sending it in so I rejected the adjusted offer and asked for it to be sent back to me thinking I could just turn around and sell it privately instead. Fast forward to today and I get the watch back only to see that the entire backside of the watch is now smashed as if it had been hit with a hammer.
I called Apple and explained to them that this was not the condition I noted the watch being in when I sent it off to them. I also asked if it was received damaged by them then why wasn’t the reason for the trade in credit being adjusted noted as damaged rather than “data erasure unsuccessful”? The individual I spoke to over the phone was sympathetic and agreed that the damage looked odd and said he escalated the matter to management and they were opening an investigation.
Well not more than 3hrs later I get a follow up email that says “It has been determined that no damage occurred to the device during shipment to Apple, or during its return shipment to you. Therefore, we cannot accept liability where condition of delivery has been confirmed.”
I’m at a loss of what to do now. This is clearly a matter of my word against theirs and I’ve obviously now learned that photos and videos of any trade-in device will need to be done to very carefully document the condition the device is in when sending it out, but if find this very disheartening given that I treat all my devices with the utmost care and have never damaged a single iPhone or watch going back to the first version of each.
Anyone else have a similar experience and was successful in getting the proper trade-in credit applied? Apple of course has already charged me back for the device credit that was initially given at the time of purchase.
I called Apple and explained to them that this was not the condition I noted the watch being in when I sent it off to them. I also asked if it was received damaged by them then why wasn’t the reason for the trade in credit being adjusted noted as damaged rather than “data erasure unsuccessful”? The individual I spoke to over the phone was sympathetic and agreed that the damage looked odd and said he escalated the matter to management and they were opening an investigation.
Well not more than 3hrs later I get a follow up email that says “It has been determined that no damage occurred to the device during shipment to Apple, or during its return shipment to you. Therefore, we cannot accept liability where condition of delivery has been confirmed.”
I’m at a loss of what to do now. This is clearly a matter of my word against theirs and I’ve obviously now learned that photos and videos of any trade-in device will need to be done to very carefully document the condition the device is in when sending it out, but if find this very disheartening given that I treat all my devices with the utmost care and have never damaged a single iPhone or watch going back to the first version of each.
Anyone else have a similar experience and was successful in getting the proper trade-in credit applied? Apple of course has already charged me back for the device credit that was initially given at the time of purchase.
