Sent in iphone to Apple for repair and it got lost in transit and they won't help

lekkle

Hello all

Need some advice, I contacted Apple to get my iPhone X repaired, they sent me a box and a shipping label to return to them. I sent it back, they then contacted me saying the box they received had been ripped open and the contents were missing.

I was then asked to supply a proof of purchase for the phone which I have done last week, I have spoken to them today and they are saying there is nothing they can do....

Surely they have to do something here? they supplied me with the box and label!!

I am going out of my mind right now this cost me £1000!!

Please help!!!

twhitehousescat

they paid and supplied label , you provided proof that you posted , they state box had been tampered with whilst in transit

they stand the losss not you

gettingtheresometime

Whilst I appreciate that they supplied the box & label did you not think it would be wise to pay for insurance?

lekkle

twhitehousescat wrote: »

they paid and supplied label , you provided proof that you posted , they state box had been tampered with whilst in transit

they stand the losss not you

I didn't send them proof of postage as it was UPS and they don't give you proof of postage but tracking etc clearly stated it went and they received it and told me it was an ripped package.

I gave them proof of purchase of the device from carphone warehouse which displays the IMEI number for the same device on it.

What can I do here? surely they are liable as they provided the box and label... I am at my wits end here.

gettingtheresometime wrote: »

Whilst I appreciate that they supplied the box & label did you not think it would be wise to pay for insurance?

Hindsight is a great thing.

twhitehousescat

the moment you handed it ton UPS , it was there responsability , not yours , YOU cannot claim from UPS , and if they state badly packed THEY provided packing

it is upto Apple to find the phone , or to replace it

insurance would have been nice , but not in this case , as you did not buy a service that required insurance

lekkle

twhitehousescat wrote: »

the moment you handed it ton UPS , it was there responsability , not yours , YOU cannot claim from UPS , and if they state badly packed THEY provided packing

it is upto Apple to find the phone , or to replace it

insurance would have been nice , but not in this case , as you did not buy a service that required insurance

I spoke to them on the phone this morning and they said there is nothing they can do to help.. I told them that they supplied the label etc so it's down to them to sort it out, they told me someone would call me back at 3pm and no one has, they are closing my case.

What do I do now?!!

twhitehousescat

letter before court action , then a county court claim

THEY were responsible one UPS had collected , UPS were acting as there agents , and they failed

lekkle

twhitehousescat wrote: »

letter before court action , then a county court claim

THEY were responsible one UPS had collected , UPS were acting as there agents , and they failed

They just called me and I explained all this to them and the decision is final, they gave me the address to their legal department which is:

Apple distribution international
C/O legal department
1 Hanover street
London
Greater London
W1S1YZ

So I guess I'll be writing to them then, the woman was extremely rude on the phone as well! I spent a £1000 on their product, send it in for repair it gets lost and they fail to help me! what an absolute joke of a company, I will never buy another Apple product again. :mad::mad::mad::mad::mad::mad::mad::mad::mad:

twhitehousescat

I would suggest it not your job to contact their legal team , they should simply hand your letter before claim and then your MCOL to that department

mije1983

twhitehousescat wrote: »

I would suggest it not your job to contact their legal team , they should simply hand your letter before claim and then your MCOL to that department

The OP has to send the LBA somewhere, so they may as well go straight to the legal department as they now have their details.

pinkshoes

lekkle wrote: »

They just called me and I explained all this to them and the decision is final, they gave me the address to their legal department

Send a letter before action clearly pointing out that it is THEM who sent the returns label and have a contract with UPS, and you followed their instructions. Give them 21 days to either replace the phone or refund £X the cost you paid.

(How old is the phone???)

lekkle wrote: »

I will never buy another Apple product again. :mad::mad::mad::mad::mad::mad::mad::mad::mad:

Good decision! You are paying a lot for a name...