Lost return

volkswarren

Hi,

I need some help with a problem I have with Apple. I sent an iphone back to apple as it had developed fault, I used the online system and they sent me a box and labels to return the phone.

I checked last week and the system(Apples) said still that it was only at box sent stage, I checked my proof of postage and it said the item had been delivered, I waited until the end of the week and called apple support.

I have a copy of the conversation which I printed off and the apple guy said they had my phone and he just needed to send an email to another department and things would start moving again.

now days later again i'm still showing empty box shipped, I called again friday and was told they don't have my phone and what I was told last week is rubish, I now need to provide proof of postage and the original purchase receipt of the phone before they will even start any investigation.

i can't do this as the phone was 2nd hand.

what are my options on this?

Thanks

Paul

visidigi

who was the carrier for the return? Are you able to track it on their website to show the weight of the shipment?

volkswarren

it was royal mail and the proof shows the weight of the package, just under 300 grams.

visidigi

Proof of postage you have...how old is the iPhone, are you paying for the repair or is it a warranty request?

volkswarren

it is warranty request phone is 10 months old warranty until dec

Fosterdog

Did you register the phone with Apple?

If the original buyer did but you didn't change the details over (if Apple even allow a transfer of warranty) it could be that they have received the phone but it is linked to the original owners details.

volkswarren

Hi, no I didn't register it, though all the paperwork is through my apple id. Plus I have sent another iphone back like this that wasn't registered to me, exactly the same way and that came back to me.

Though I don't quite see how this matters, I have sent something in for repair and it's been delivered then lost.

Also I have been an apple customer since 2008 and AFAIK appart from logging onto the phone with your id there is no way to provide any details.

Fosterdog

You can link your devices with your apple ID when you initially turn them on and register them, you can have up to ten registered to your ID. If I log into my iTunes account I can see in depth details of all of my linked devices (my macbook, current iPhone, previous iPhone) and basic info on a previously linked windows laptop.

It matters because it may not actually be lost but right in front of them but with somebody else's details with it. If they have accepted it into the workshop and input the serial number into their system it may have brought up and linked it to the original purchasers details.

volkswarren

I see your point, but that could be the case with any 2nd hand electrical device, If you send the device in with your details you expect it to come back to you not the person who initially bought it.

Just think if this were the case all the people who Que up and buy a new iPhone on release day then sell them could potentially be receiving free warranty replaced iPhone if the new owner doesn't change the details, which you don't actually need to do to use an iPhone.

Fosterdog

But only the original purchaser has any legal rights to the warranty at all, they could really just tell you to do one and refuse to offer any sort of repair.

Did they know when you booked it in that you bought it second hand?

I know what you are saying about you giving your details when booking but if the phone is already registered in their systems to someone else it could easily get linked to them instead of you. They have a computer system in place to manage these things and if they input the serial number it would recall it from the database and link to the original person.

Do you any details of the person you bought it from? You could phone apple and get them to check under their details to see if the phone is there.

It's also possible that whoever was supposed to deliver it was delivering 10 items to them at the same time but only gave them 9 and linked the delivery and signature to all of them.

volkswarren

If that's the stance I would still expect the broke iPhone to be returned to me. Not fixed.

Whoever signed for it should have checked what they signed for, the delivery was tracked and received what has happened since only apple know.

So to recap you say that as I'm not the original purchaser apple can just keep the phone and it's tough for me?