FedEx lost my trade-in... and Apple customer service is unhelpful

Hi,

If you shipped the product to Apple apart of the Trade-In program, and the product has been lost in transit, you would first need to contact FedEx to open an investigation into the issue. FedEx will be responsible for correcting this issue.

As for the trade-in and being charged the price of the new iPhone, depending on FedEx’s resolution, contact Apple Support and let them know. Be sure to have valid documentation to reference.

That set aside, if you had AppleCare+ T&L coverage for the affected product, and you had ‘Find My’ enabled on the device, you are eligible to create a T&L claim.

First, you will need to place the product in Lost Mode via the Find My app or by signing in to your Apple ID on icloud.com/find

Once in lost mode, you can start your claim here: https://support.apple.com/iphone/theft-loss-claims

You will then be redirected to AIG’s website to complete the claim, and pay the service fee.

Replacement products should ship within 3-5 weeks.

https://support.apple.com/en-us/HT208491

Hope this helps!

You may not get a reimbursement, but I would take the time to write a letter to Apple corporate and suggest the following: since a customer is unable to buy insurance for the package if they use the prepaid label, that option should be offered even if that would be an additional cost for the customer. We had asked this on another occasion and were told that neither UPS nor FedEx will allow you to buy insurance beyond the standard $100 (or whatever amount that is now) for any shipment. If you want insurance, you need to pay whatever rate is charged for shipping the package and do it yourself. So here is the corporate address for Apple:

Well, unless you insured the product, the one important thing here is: seems that it is a Fedex problem - you gave them a package and they lost it. While it is in their hands, they are or should be responsible for it. I would be contacting Fedex. You do have the tracking number? Then write them a letter stating all of the facts and ask for reimbursement. If you insured it, then it is even clearer that Fedex is responsible.

Since you need to prepare your device for trade in per Apple's instructions, find my has to be disabled, so that cannot be used. Neither can Applecare + because it should be cancelled when you get rid of the device. I also believe that such a claim would not be valid since you (the person trading it in) did not lose the product - FedEx did.

Hi,

You make a very valid point. Thanks for pointing that out!

However, sometimes, users still fail to do this.

If the product had arrived to Apple, the Trade-In would have been denied, or the estimated trade in value amount would have changed due to Apple having to wipe the device in order to complete the trade-in.

Just a thought to try, just in case it was not originally shipped with those requirements met.

If it was, then your best options would be to contact FedEx for further support with opening an investigation.

Best of luck!