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

lekkle

pinkshoes wrote: »

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???)




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

What do I do if they don't respond or give me anything?

I bought it in April.

[Deleted User]

lekkle wrote: »

What do I do if they don't respond or give me anything?

Buy a different 'phone or take them to court!

lekkle

Moneyineptitude wrote: »

Buy a different 'phone or take them to court!

Any guides as to where I start? I've never done this before.

mije1983

lekkle wrote: »

Any guides as to where I start? I've never done this before.

Assuming you are referring to the latter, not the former, there is a quick link at the top of this forum to help you start.

Also here:

https://www.moneysavingexpert.com/reclaim/small-claims-court/

neilmcl

Just a quick note for those saying you should've paid for extra insurance, I recently had to return a phone to O2 using their prepaid service and I asked specifically about insurance and was told in no uncertain terms that all was required was proof of postage, no insurance was necessary.

System

neilmcl wrote: »

Just a quick note for those saying you should've paid for extra insurance, I recently had to return a phone to O2 using their prepaid service and I asked specifically about insurance and was told in no uncertain terms that all was required was proof of postage, no insurance was necessary.

Doesn’t matter what other companies do what is important is you know what exactly the terms are with company your dealing with so you don’t end up in this situation where it’s going to end up in court.

System

lekkle wrote: »

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!!!

This won’t be clear cut and it will be open to interpretation by the judge. Like all legal cases it will depend on how well the case is presented and how convicncing the argument will be.

Yes it’s a crap thing to happen but logic dictates to me that if I was sending something through the post I would be insuring it against being damaged or lost.

I found this

B Direct Mail-In Service. If Apple determines that your product is eligible for Direct Mail-In Service, you will ship your product to Apple’s repair service location in accordance with Apple’s instructions. Apple may provide prepaid way bills (and if you no longer have the original packaging, Apple may send you packaging material). If Apple does not provide prepaid way bills or packaging, you must arrange for the shipping and packaging of your product to Apple’s repair service location, as described at the time of ordering, and you may want to consider insuring your package in case of damage or loss during shipment. Once service is complete, the Apple repair service location will return the repaired product or provide a replacement product to you.

https://www.apple.com/uk/legal/sales-support/terms/repair/generalservice/servicetermsen/

Again it’s a terrible thing to happen and hopefully it will get resolved in your favour.

pmduk

As the consumer has no contract with UPS, is it even possible for them to insure an item? Your quote specifically relates to occasions when Apple don't provide the means of return for an item.

System

pmduk wrote: »

As the consumer has no contract with UPS, is it even possible for them to insure an item? Your quote specifically relates to occasions when Apple don't provide the means of return for an item.

I don’t know and there in lies the problem it’s open to interpretation. It could well be that these particular Apple employees are taking a position based on how they read their own internal guidelines. Maybe on a different day with different employees you would get a different decision?

In previous employment I can’t remember the number of times people would interpret work instructions differently from others and you would have to clarify things with revisions.

Also you see this in court cases where people feel they have a strong case based on their view point only for a judge to rule against them based on a different interpretation.

mattyprice4004

There's no way to buy your own insurance if you have a UPS label supplied by Apple.
OP, ignore the comments suggesting you should have sorted your own insurance - this isn't your problem, as you've used the label provided to you.

I would investigate with UPS - see if they have check weighed the item at any point during the transit process. This would help prove your case.