missing package investigation

Sadly the saga lives on...IPhone 12pro

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I have not received my phone. I have contacted apple store numerous times & always told I’m sorry but my ticket will be escalated and someone will contact me in 48 hours.  1st ticket was on October 17th when i saw they had not updated my shipping address with my address change in April of 2020 I last spoke to Apple store rep on October 29th again wait 48 hours were sorry. Apple store has also shipped a free charge for my troubles (from initial call on 17th) to old address &  now they have sent a case and charger #2 (from Monday the 26th call) to old address in Ohio! 

No communication to me in 2 weeks except if I initiate a call/text but being billed by Apple Card 1st payment of 2 yr plan & fee att charges for new device activation as of today. Nov.1st.

Top this. I ordered an iPad Pro from Apple.com. Got the UPS notice it had been delivered. Nothing had arrived. Called Apple, they said wait a day or so and call back as the orders get lost with UPS all the time.

Called Apple again after it not showing, and they agreed to send another iPad as replacement. Before replacement arrived, a random person in the area brought a package to my door five days after they received it. Called apple with the good news, and they did an intercept on the replacement iPad to return back to Apple.

All was good until I opened the iPad and it stated there was no warranty. Called Apple again, Apple customer service said "Oh yes that iPad is reported stolen, and warranty removed. Then escalation, escalation to senior Apple Customer Service Manager who said, warranty cannot be reinstated, still listed as stolen, I can't get a refund, and I can't have a replacement.

Now I am suing Apple in small claims court. They sent a store manager to represent them, who was super rude, and acted like they were the victim. He refused to help at all. Have one more hearing to see if I win he judgement to get what I paid for. How crazy is that?

All is documented. Apple manger could care less. Judge even asked “Apple is a multi billion dollar company and you can’t manage to get this guy what he paid for, an iPad with a warranty?”

I just have to correct my paperwork to win the judgement at the next hearing. Big pain, but that is what Apple intended

I'm currently have almost the same experience for MacBook Pro, which cost me $2000! In my case, not UPS, but Postmates. I'm now waiting for the result of investigation by Apple. If they really did so, leaving $2000 stuff outside the building without permission is just ridiculous! I believe my case also deserves refund or replacement, but looking at the replies here, it's going to be a long lasting story. So depressed and disappointing.

I was told that the investigation will take at least 5-10days to hear back. I’m in need for an iPad to do work, and I just checked on the online store that the iPad model I bought is in stock in the Apple store that's 3min away from my house.

I'm thinking to just buy the same one online now and to pick it up today - and have apple refund my stolen shipped iPad. So I do not have to deal with the wait/terrible shipping experience/risk of being stolen again.

Anyone know will this complicate the issue and put me into a bad position on the stolen iPad that is being investigated? Seeing what others have to deal with from this post?

I'm in the same boat with my iPhone 12 Pro Max. UPS claims they delivered it, but they didn't. It was supposed to be delivered by 9pm, and the status changed to delivered at 9:01pm with the package nowhere to be found. Apple has launched an investigation. How many days did it take Apple to send you your replacement iPad?

Man, you have spoken my mind.

I requested a refund on my iPad, a request was made by a senior customer service rep and I was told that it would take 3-5 business days to process.

It had already been two weeks, 12 business days and still no refund.

I made a call to apple, spent 46mins on hold (literally, no exaggeration), finally got connected to a person, and all I was told is nothing else but to wait longer. Wait until someone reaches out to me. Wait until Friday, and reach out again if I don’t hear anything. The wait time went from 3-5 days to a week to 10 days and now to 12 days. If I am to call back after 12 days, will I be told that it will now take a month to process? I ask for a more direct number to reach a manager if I ever have to make that follow up call after the 12 days - I was given the same number that I had to wait 45mins for.

What kind of customer service is this?

A $700 iPad/refund means nothing to a billion dollar corporate company, but is significant for an individual. I ended up needing to buy another iPad and pick up at a local store to meet my work needs while this is still being ‘investigated’. Ever since my iPad was stolen, I have spent hours and hours on the phone trying to get it resolved, and had spoken to almost 12 customer service rep now with all these follow up calls and transfers. I do not get paid to be on these calls, and I mostly certainly do not even want to be needing to make these calls.

Until this day the issue still haven’t been resolved. This is a complete waste of my time and energy. Not to mention all the frustration, disappointment and emotional toll that this had taken on me.

Don’t buy anything expensive from apples online store. Save yourself some much needed sanity and time. The world is stressful and messy enough you don’t need this.

Where do we call???? I don’t find any explanation...

That obviously depends on your location.

I am in the US and here is the contact info for Apple US

https://www.apple.com/contact/

Corporate address:

So, if you are not in the US, you will need to check Apple's website and find your contact info.

hi i have same problem right now i bought iphone and UPS made mistake i called apple and i’ve got email that they started investigation already 1 week have passed and when i am calling they are telling me that i have to wait and no any updates can you tell me how you resolved this problem?

That really would not be all that helpful because every situation is different. Unless you ordered at the same time, used the same delivery service, and live in the same area/street, every incident will be unique.

You need to work with Apple and/or UPS.

Hi,

My laptop is also stolen the same way.

I see there are already 332 complaints about the same. Even if any one else who had the similar concern can reach out to me, please reach me. I really need a help.

[Email Edited by Moderator]

FYI, these forums do not allow posting private information and we do not contact you directly - we do not work for Apple. Asking other users is not helpful as we have nothing to do with shipping or orders. Contact Apple and/or the shipper.

I had the same issue. I placed my order on Nov 30th, 2020. Today is Jan 18th, 2021. I still haven't heard anything back from Apple. UPS was trying to put the blame on Apple and denying that the product was lost in transit by UPS. Apple was trying to delay my claim and put blame on UPS.

Terrible service!

I had the same issue. I called Apple 50 times already to request the fund; however, they kept delaying and refused to refund me as Apple believed UPS that this product was delivered on time.

Apparently, I didn't receive the iPad Pro I ordered. Apple can clearly check the products under my account. Very bad service by Apple. That's why Apple is losing the tech games to Huawei and Samsung.

I filed a claim with FedEx. I have never had this happen either where a package didn't make it. They said it was delivered and I never saw or heard a thing. I will call apple now, but it is so hard to find the steps that need to be taken.