Apple lost my phone in repairs

Jmoo

At the end of my tether over a broken iPhone. 

I spoke to Apple about an IPhone that was discharging and shutting down quickly. They did a repair that wasn't successful. I went back to Argos to ask what to do as it was under a year old and Apple were convinced it wasn't a hardware fault when they replaced the battery. 

They told me they would be able to refund or replace if Apple can't resolve it. So I went in store and got told by Argos to ignore the online advice given to me by social media as they'll never replace or refund technology. She showed me a screen that said Apple has to do it all - but when I pointed out her screen also said if Apple can't help they should refund or replace. 

Argos then said the information might have been incorrect and to try Apple again. After numerous tests they said they'd take it in again. 

This time I was told there was nothing done to it - only for me to find the information applied to a different phone. I'd been upgraded to someone else's repaired phone! 

When I contacted Apple they were in disbelief. They questioned again and again why they thought it wasn't my phone. They even demanded some sort of screenshare. I was passed through three departments and then cut off. 

I had to again go through all the process again. This time I decided after two months to complain. Especially as we've now had to source a new phone as we have no idea when it'll turn up, if indeed it ever will! 

Apple reluctantly created a complaint. But they couldn't provide any details of a complaints process. They said they couldn't say when I'd hear from them again either. 

Days passed and I decided to chase it up. The link they provided to continue a discussion with a senior manager didn't work. When I asked where my complaint was or when I'd get a response they said they didn't know. They said the only way to escalate was to make another complaint. I did. And then they admitted I might still not get a reply to this one!

I'm at a loss with what to do. The credit card company probably won't be able to help if it is lost. Argos have washed their hands of it. And I'm banging my head against a wall with Apple and I'm stuck with someone's phone! 

Alderbank

I'm not surprised you are at a loss with what to do. I am completely baffled by your post.

Iphones first appeared 16 years ago.

• When did you buy your iphone?
• Who did you buy it from? Was it Argos?
• How did you pay for it?
• Do you still possess the phone you bought, or is it lost, or do you possess someone else's phone?
• You say 'Days passed'. How many days have passed?

Unless you bought your phone from Apple you have no consumer rights with them. Apple are well known for being reluctant to say that one of their phones has a hardware problem. Sometimes you need an independent engineer to examine the phone.
Your consumer rights are quite separate from Apple's limited time warranty. Your rights are with who you bought the phone from. The seller can't brush off or ignore your rights.
If you gave your phone to Apple to fix it and they replaced it with a different phone that is permitted. It does not mean they have lost your phone.
The credit card company may not want to help but in some circumstances they have equal liability with the seller and have a legal duty to assist.

I'm looking forward to hearing more details from you. I'm sure we will be able to help.

Okell

I can't follow your post either.

Sometimes you refer to Argos by name and sometimes you refer to Apple by name.

You then refer to "they" but it's not clear from the context whether you mean Argos or Apple.

You need to clarify that so we know who has told you what.

Put it in a chronological timeline:  Say when and who you bought it from; how you paid for it; when it went wrong; what did you do: who did you bring it to; what did they tell you; etc etc

Jmoo

Okell said:

I can't follow your post either.

Sometimes you refer to Argos by name and sometimes you refer to Apple by name.

You then refer to "they" but it's not clear from the context whether you mean Argos or Apple.

You need to clarify that so we know who has told you what.

Put it in a chronological timeline:  Say when and who you bought it from; how you paid for it; when it went wrong; what did you do: who did you bring it to; what did they tell you; etc etc

Purchased from Argos last September. 
Went to Argos in July to point out fault. 
They referred to Apple. 
Apple took in for repair in August. 
Fault not fixed. 
Argos Online said to take in store for refund or replacement. 
Argos store said they don't do either and to go back to Apple.
Apple did various tests then took in phone again. 
Apple returned someone else's phone and can't find original. 
Contacted bank over Section 75.
Argos say it's nothing to do with them I need to get answers from Apple. 
Apple complaints process going nowhere in last week, they still don't believe I don't have my phone! 

RefluentBeans

Jmoo said:

Okell said:

I can't follow your post either.

Sometimes you refer to Argos by name and sometimes you refer to Apple by name.

You then refer to "they" but it's not clear from the context whether you mean Argos or Apple.

You need to clarify that so we know who has told you what.

Put it in a chronological timeline:  Say when and who you bought it from; how you paid for it; when it went wrong; what did you do: who did you bring it to; what did they tell you; etc etc

Purchased from Argos last September. 
Went to Argos in July to point out fault. 
They referred to Apple. 
Apple took in for repair in August. 
Fault not fixed. 
Argos Online said to take in store for refund or replacement. 
Argos store said they don't do either and to go back to Apple.
Apple did various tests then took in phone again. 
Apple returned someone else's phone and can't find original. 
Contacted bank over Section 75.
Argos say it's nothing to do with them I need to get answers from Apple. 
Apple complaints process going nowhere in last week, they still don't believe I don't have my phone! 

Would be good to know Model numbers to make points clearer. Are we talking that you got back a phone with added memory (like you sent a 128gb and got back a 256gb)? Or a different generation (sent 13 received 14) or a different sub model (sent pro got back pro max)? 

It could be Apple just gave you a refurb phone, but with better specs because they didn’t have your unit in stock as a replacement? 

Has the phone you’ve got now got any data on it at all, or is factory reset and ready to be set up? It has it got your data on it? Or has it got someone else data on it?

Its important to attempt to figure out what Apple did as it may be relevant - I can see why Argos would refuse to deal with a phone that isn’t the same phone they sold you. All phones have serial numbers and retailers will often track these serial numbers so they know when you’re giving back your phone or another phone. 

prettyandfluffy

Apple do not replace batteries.  If the item is deemed faulty, they will replace it with the same model.  I have had 2 new iPods and 1 new iPad this way.

Jmoo

prettyandfluffy said:

Apple do not replace batteries.  If the item is deemed faulty, they will replace it with the same model.  I have had 2 new iPods and 1 new iPad this way.

They said the battery was replaced but the phone came back with the same chip on the glass. It did appear to change the status of the battery (100% battery life instead of 70%), but caused unexpected shutdowns. 

RefluentBeans said:

Jmoo said:

Okell said:

I can't follow your post either.

Sometimes you refer to Argos by name and sometimes you refer to Apple by name.

You then refer to "they" but it's not clear from the context whether you mean Argos or Apple.

You need to clarify that so we know who has told you what.

Put it in a chronological timeline:  Say when and who you bought it from; how you paid for it; when it went wrong; what did you do: who did you bring it to; what did they tell you; etc etc

Purchased from Argos last September. 
Went to Argos in July to point out fault. 
They referred to Apple. 
Apple took in for repair in August. 
Fault not fixed. 
Argos Online said to take in store for refund or replacement. 
Argos store said they don't do either and to go back to Apple.
Apple did various tests then took in phone again. 
Apple returned someone else's phone and can't find original. 
Contacted bank over Section 75.
Argos say it's nothing to do with them I need to get answers from Apple. 
Apple complaints process going nowhere in last week, they still don't believe I don't have my phone! 

Would be good to know Model numbers to make points clearer. Are we talking that you got back a phone with added memory (like you sent a 128gb and got back a 256gb)? Or a different generation (sent 13 received 14) or a different sub model (sent pro got back pro max)? 

It could be Apple just gave you a refurb phone, but with better specs because they didn’t have your unit in stock as a replacement? 

Has the phone you’ve got now got any data on it at all, or is factory reset and ready to be set up? It has it got your data on it? Or has it got someone else data on it?

Its important to attempt to figure out what Apple did as it may be relevant - I can see why Argos would refuse to deal with a phone that isn’t the same phone they sold you. All phones have serial numbers and retailers will often track these serial numbers so they know when you’re giving back your phone or another phone. 

I doubt they'd send a form with someone's name and address on though as well as details of their issue. That's surely a GDPR issue. They also told me they'd sent the original phone back as it wasn't possible to spot the fault.

I had an iPhone 13 Mini, we got sent an iPhone 14 Max. Some might say it's a win - but if it's someone's phone they're presumably going to report it as lost and shut it down soon! It was blank, but I always factory reset before sending so that's not unusual.

born_again

Is this replacement phone linked a a apple user id?

Jmoo

born_again said:

Is this replacement phone linked a a apple user id?

Not from what I can see. 

Again heard from Apple who say they can't guarantee making a complaint will get a response. 

born_again

Companies do not have to have complaints processes.
Only regulated sectors need to have a official complaint process.

PHK

I think part of the issue here, and I don't mean this rudely, is your lack of clarity and tendency to include extra waffle and supposition.

If I were you, I would WRITE to Apple simply stating:

Your name, address, model and serial number of the phone that you sent for repair.

The statement " I sent my phone for repair but you have returned a different phone. I require you to:
1) Return my iPhone 13 Mini within 14 days of the date of this letter. If you are not able to return the phone then provide me with a replacement iPhone 13 mini.
2) Arrange for the incorrect phone to be collected from me.
Should you fail to do this I will start proceedings in  the County Court. "

Sign and date the letter, sending it signed for and keeping copies.

If you don't hear from them then use money claim online to make your claim.