Carrier UPDATE #2 at bottom of post - iPhone trade in to Apple Stolen.

[Thats_Not_Marcus]

Hey everyone! I traded in my T-Mobile iPhone 15 Pro Max through Apple to get an iPhone Air. The Air arrived Tuesday evening, received my Trade-In Kit same box as my iPhone Air, and sent out my 15PM on Wednesday morning. My 15PM arrived in Kentucky at the destination this morning at 10AM however the status has not updated at all on Apple.com.

Has anyone encountered this before? Odds are I may be panicking over nothing but I just want to be sure haha. Any help would be appreciated.

 

[DeltaMac]

Would be nice if all shipping experiences are always real-time, with instantaneous facts available.
In real life, sometimes you get to be patient.
Wait for about 2 business days before you can start thinking that your shipment got somehow 'mis-directed'
That should be sometime Tuesday. No updates by that time, start whatever process you have. UPS would be a good place to start, I think, but, I can see already that UPS will say they have delivered it - hopefully to Apple.
Let us know what you find out.

 

[Thats_Not_Marcus]

Would be nice if all shipping experiences are always real-time, with instantaneous facts available.
In real life, sometimes you get to be patient.
Wait for about 2 business days before you can start thinking that your shipment got somehow 'mis-directed'
That should be sometime Tuesday. No updates by that time, start whatever process you have. UPS would be a good place to start, I think, but, I can see already that UPS will say they have delivered it - hopefully to Apple.
Let us know what you find out.

im just hoping apple has it and its delayed updating because of whatever reason... but today UPS was strange as it said it was still at the hub at 2pm and then at 210pm est it says it was delivered at 10am. Its just been strange but I have proof at least that I shipped it incase something goes wrong.

 

[Thats_Not_Marcus]

I sent my iPhone 15PM out last Wednesday to apple for trade in. I originally traded it in towards the Air. Tracking says it arrived Friday at 10am. As of today I had a red exclamation point beside my trade in. When I checked Apple Store app it said they did not receive it and I had 7 days to return or I forfeit the quoted estimate of $800. I checked the webpage of apple trade in and it stated they received it but that was it.

I called in this afternoon and the customer service rep told me "you shipped back an empty box. You will only be getting $500", She went on to tell me that the box showed no signs of being tampered with, but then as I started questioning her she changed her tune and said it needed investigated. I told her I had the shipping receipt and that the shipping weight says 0.0lbs on it, and that UPS did NOT weigh it when they scanned it. She then opened an investigation and escalated it to the team who overseas the facility of the trade-ins.

Why would Apple give me $500 for an empty box? Something is not making sense.

I went to UPS late this afternoon and had a chat with the guy who scanned my iPhone and he told me how it works is that the package will be 0pounds until it arrives at the sorting facility, which then is scanned and weighed and apple would be charged for shipping. When I asked why it doesnt update on the APP he says "I dont know, there's no proof of weight"

Apple is blaming me and I am trying everything in my power to prove I shipped the phone back. I have the shipping receipt, I have the original box with the IMEI, Serial Number and all that stuff. Can I get the phone blacklisted?

I have to wait two business days to hear back from the team who will ask those in the phone trade in center about the shape of my package and such and I am not having it. I refuse to get screwed when I know it was in the box. My 15PM was too big for the box and it bowed a bit but there's no way anyone could have opened the box without damaging it. That box was sealed tight.

 

[Thats_Not_Marcus]

Also thanks for merging my two threads. Its been a long day <3

 

[Lyshen]

Won't be of any use for the OP but if you have a Apple store close by, you can stop by and drop it off for trade-in. This way no risk of this occurring.

The mail-in kit, just ignore it.... what I did for my 17 Pro. Took about 10 minutes, 5 of those, waiting for someone to assist.

 

[Thats_Not_Marcus]

Won't be of any use for the OP but if you have a Apple store close by, you can stop by and drop it off for trade-in. This way no risk of this occurring.

The mail-in kit, just ignore it.... what I did for my 17 Pro. Took about 10 minutes, 5 of those, waiting for someone to assist.

My closest Apple Store is around 3-4 hours away so it wasnt an option. I wish I had one here as I would have just went there instead.

 

[cmbarclay]

That's awful.

 

[1105]

Sorry to hear. Unfortunately, I don't have any advice on this case but I can co-sign that the trade-in service thru the mail is extremely shady and engages in deceptive actions.

 

[Lyshen]

My closest Apple Store is around 3-4 hours away so it wasnt an option. I wish I had one here as I would have just went there instead.

Yeah, I've heard stories of that occurring. So while Apple sent me a trade-in kit, I just don't trust it, so dropped off at the Apple store (thankfully one is fairly close by for me).

 

[MacCheetah3]

I sent my iPhone 15PM out last Wednesday to apple for trade in. I originally traded it in towards the Air. Tracking says it arrived Friday at 10am. As of today I had a red exclamation point beside my trade in. When I checked Apple Store app it said they did not receive it and I had 7 days to return or I forfeit the quoted estimate of $800. I checked the webpage of apple trade in and it stated they received it but that was it.

I called in this afternoon and the customer service rep told me "you shipped back an empty box. You will only be getting $500", She went on to tell me that the box showed no signs of being tampered with, but then as I started questioning her she changed her tune and said it needed investigated. I told her I had the shipping receipt and that the shipping weight says 0.0lbs on it, and that UPS did NOT weigh it when they scanned it. She then opened an investigation and escalated it to the team who overseas the facility of the trade-ins.

Why would Apple give me $500 for an empty box? Something is not making sense.

I went to UPS late this afternoon and had a chat with the guy who scanned my iPhone and he told me how it works is that the package will be 0pounds until it arrives at the sorting facility, which then is scanned and weighed and apple would be charged for shipping. When I asked why it doesnt update on the APP he says "I dont know, there's no proof of weight"

Apple is blaming me and I am trying everything in my power to prove I shipped the phone back. I have the shipping receipt, I have the original box with the IMEI, Serial Number and all that stuff. Can I get the phone blacklisted?

I have to wait two business days to hear back from the team who will ask those in the phone trade in center about the shape of my package and such and I am not having it. I refuse to get screwed when I know it was in the box. My 15PM was too big for the box and it bowed a bit but there's no way anyone could have opened the box without damaging it. That box was sealed tight.

I think, it’s possible, the Apple employees may be making things up — they shouldn’t but customer service sucks the big one and there’s a lot of pressure from both/all sides as an associate, representative, etc — because you’re probably jumping the gun. I can’t dig up all of the pieces, because I’ve deleted the emails, but when I traded in my Mac mini M1 then some months later my iPad Pro M1, it was a few (business) days wait from when the tracking said it arrived to when there was any update on Apple’s status pages. In fact, Apple’s status pages, for at least one of the trade-ins, didn’t even indicate the item had arrived. I’m not even talking about being assessed. Quite frankly, I know it’s anxiety spiking; however, I think you should have waited until at least Wednesday or Thursday to even worry.

I’m not making any excuses for Apple or anyone. I’m simply trying to point out the possibility you might be making waves and getting false readings (so to speak) with little or no actual progress versus just have waiting a bit longer.

 

[Apple_Robert]

Any time I have shipped UPS, they have always weighed my package even when it had a pre-paid shipping label attached, and given me the receipt.

 

[Thats_Not_Marcus]

I think, it’s possible, the Apple employees may be making things up — they shouldn’t but customer service sucks the big one and there’s a lot of pressure from both/all sides as an associate, representative, etc — because you’re probably jumping the gun. I can’t dig up all of the pieces, because I’ve deleted the emails, but when I traded in my Mac mini M1 then some months later my iPad Pro M1, it was a few (business) days wait from when the tracking said it arrived to when there was any update on Apple’s status pages. In fact, Apple’s status pages, for at least one of the trade-ins, didn’t even indicate the item had arrived. I’m not even talking about being assessed. Quite frankly, I know it’s anxiety spiking; however, I think you should have waited until at least Wednesday or Thursday to even worry.

I’m not making any excuses for Apple or anyone. I’m simply trying to point out the possibility you might be making waves and getting false readings (so to speak) with little or no actual progress versus just have waiting a bit longer.

I think it's odd that the status page didnt tell me the box was empty or anything, it just stated it didnt arrive/it was there but wasnt inspected yet.

I have a picture of the box I shipped it in with the return label and it says 2 pounds. The receipt when I dropped it off says 0.0lbs and it's frustrating because I am digging through everything I have to try to gain proof. I dont like being called a liar, and I know damn well the phone was in the box.

I am going to call UPS in the morning and see if I can get it escalated to see if someone can tell me when it was scanned the weight of the package at the sorting facility as if it was 0.0 at the sorting facility then it tells me it was stolen where I dropped it off.

Any time I have shipped UPS, they have always weighed my package even when it had a pre-paid shipping label attached, and given me the receipt.

Apparently they changed it about a year ago. Anything under 20 pounds and then he went on to say that once it gets to the sorting facility it scans and gets weighed and thats how APPLE gets billed. I want to know the weight and he said he cant see it, but from research UPS can see that information, and Apple should have it due to billing. Someone knows something and I want to know.

 

[1rottenapple]

this suck. Those Apple shipping boxes are very common, they have a recognizable shape. Scammers knows what those Apple boxes are. This is why I always just go to the Apple Store to trade in my stuff. I’ve had minor stuff stolen at usps too. It’s unfortunate. USPS employs contract workers who are seasonal. So less investment in their career and more willingness to take risk.

 

[AndrewR23]

Any time I have shipped UPS, they have always weighed my package even when it had a pre-paid shipping label attached, and given me the receipt.

This went away Jan 1 2025. ebay power seller and I ship via UPS daily. They do not weigh anything under 20 pounds in any US UPS store.

 

[BigMcGuire]

Thank you for posting about your experience. I'm lucky enough to be surrounded by Apple Stores but I will use your experience to encourage everyone I know to trade in store.

I know it doesn't mean anything but - hoping you get a resolution.

 

[zenmacx]

I think it's odd that the status page didnt tell me the box was empty or anything, it just stated it didnt arrive/it was there but wasnt inspected yet.

I have a picture of the box I shipped it in with the return label and it says 2 pounds. The receipt when I dropped it off says 0.0lbs and it's frustrating because I am digging through everything I have to try to gain proof. I dont like being called a liar, and I know damn well the phone was in the box.

I am going to call UPS in the morning and see if I can get it escalated to see if someone can tell me when it was scanned the weight of the package at the sorting facility as if it was 0.0 at the sorting facility then it tells me it was stolen where I dropped it off.



Apparently they changed it about a year ago. Anything under 20 pounds and then he went on to say that once it gets to the sorting facility it scans and gets weighed and thats how APPLE gets billed. I want to know the weight and he said he cant see it, but from research UPS can see that information, and Apple should have it due to billing. Someone knows something and I want to know.

Sorry to hear of this situation.

Both Apple and the carrier are actually quite trustworthy. The challenge is the fact that during this time each year, a massive amount of trades are being processed.

I know as I always buy my iPhones and other products directly from Apple, sometimes online and often in person at my local Apple Store. I’ve both mailed in my trades or taken them into the store with great success.

Once you’ve allowed reasonable time for processing, if the problem isn’t resolved I would ask to have your case escalated within Apple.

One of my family members had a situation similar to yours where the mailed in iPhone was “lost”. In speaking with a supervisor the issue was resolved and credit was received.

 

[teh_hunterer]

This sort of thing, as well as all the horror stories of these third party companies scamming people and claiming that perfectly functional devices are not worth anything, are why I will never do the mail in.

Unlike OP I thankfully have an Apple Store nearby so I just ignored the email this year regarding the trade-in kit and went to the store. They can do the trade-in there, with the caveat that you receive an Apple gift card rather than the money. As someone who's always going to buy something else at Apple I'm fine with that.

 

[Thats_Not_Marcus]

Sorry to hear of this situation.

Both Apple and the carrier are actually quite trustworthy. The challenge is the fact that during this time each year, a massive amount of trades are being processed.

I know as I always buy my iPhones and other products directly from Apple, sometimes online and often in person at my local Apple Store. I’ve both mailed in my trades or taken them into the store with great success.

Once you’ve allowed reasonable time for processing, if the problem isn’t resolved I would ask to have your case escalated within Apple.

One of my family members had a situation similar to yours where the mailed in iPhone was “lost”. In speaking with a supervisor the issue was resolved and credit was received.

Currently I'm on day 2 of the investigation Apple opened into the warehouse it was sent to.

I called UPS yesterday and the guy who I got connected with accused me of lying and said that nothing I provided him(tracking for example) was the real one and that I dont have the real information. He started screaming at me and I hung up on him.

I dont understand how they can say "the box was empty, but we will give you $500 still." so I will fight it pending the outcome tomorrow. Funny thing is that UPS did everything it's suppose to and it should have been weighed when it hit the sorting facility. Now UPS refuses to share that with me, so Apple gets billed and they should see it on their end.

Either my phone didnt make out out of the UPS store I dropped it off at, or whoever was at the processing center with my phone stole it. Because it was in there, the box was bowed with how big it was, and also that those trade in kits cant be easily resealed.

If they want to accuse me of not sending it is one thing, then we can blacklist the device since I still own the retail box and we shall use the IMEI to kill the device.

 

[Lobwedgephil]

This happened to me with my Apple Watch trade in, they investigated it very quickly and gave me full credit.

 

[Thats_Not_Marcus]

This happened to me with my Apple Watch trade in, they investigated it very quickly and gave me full credit.

I'm glad they investigated it quickly for you and ruled in your favor. I was told two business days and then they would email me. I guess tomorrow will either end this or I will have to fight to prove I did send the phone back.

 

[Lobwedgephil]

I'm glad they investigated it quickly for you and ruled in your favor. I was told two business days and then they would email me. I guess tomorrow will either end this or I will have to fight to prove I did send the phone back.

Yeah, hope it works out for you. I don't know if my tracking was bad, or what happened, but they were able to resolve mine quickly. Good luck, they should take care of you.

 

[zenmacx]

I'm glad they investigated it quickly for you and ruled in your favor. I was told two business days and then they would email me. I guess tomorrow will either end this or I will have to fight to prove I did send the phone back.

Remember this is a process, it’s frustrating but not over. The keyword that has worked when a family member had this exact same issue is to have Apple “escalate” your case.

Be polite but firm and demand to speak with a supervisor. Once they know you’re not backing down and you’re being polite, Apple should resolve this to your satisfaction.

Good luck.

 

[Thats_Not_Marcus]

Remember this is a process, it’s frustrating but not over. The keyword that has worked when a family member had this exact same issue is to have Apple “escalate” your case.

Be polite but firm and demand to speak with a supervisor. Once they know you’re not backing down and you’re being polite, Apple should resolve this to your satisfaction.

Good luck.

Yeah I already have it planned to ask to speak to someone as a supervisor or a person on the investigations team. I know this is being escalated as it's being investigated at the moment.

I have screen shot of my 14PM being sent back and it's funny as it tells me when they accepted the package, and began the process of inspecting. However this round it says it's just hav not even been received on one portal, the other says "received by partner, waiting to be evaluated but its not even been updated on the progress bar.

I have questions. Lots of questions.

 

[Thats_Not_Marcus]

I called Apple today to check in on the investigation. They stated that UPS was found liable for my iPhone being stolen and issued me the full credit days ago. I never got the email so I have been nervous. I was told since the Apple Store hasn't updated my trade in to call TMOBILE to confirm my credits went through as on their side they see I was awarded the credit.

From what I was told, the investigation was opened after I requested but they apparently knew something was off. I offered to give them the IMEI number of my 15PM and I was told "the system had flagged and blacklisted your phone during the investigation." so Im assuming someone tried activating it.