Apple delivered wrong iPhones and are not refunding

Hi. Sorry to hear you’re also on the receiving end of this mess. Peculiar that the 3 of us on here have all ordered the same phone and all received the same incorrect one.

So far, no, Apple have not agreed to swap the incorrect device for the correct one.

I contacted my local Police on 101 and reported the iPhone 15 Pro Max as stolen.

I bought mine on the 0% monthly payments, so also contacted Barclays Partner Finance on 0800 152 2888 and discussed it with them. They’ve raised something called a section 75, which means they acknowledge a dispute between myself and Apple and will mediate to try and find a solution. They’ve asked for the same evidence that Apple did, so I’m hoping they have more common sense (and trust) than whoever is dealing with these at Apple.

Providing Apple with the crime reference number triggered them to send me an email asking for more photographs. I’ve sent them photographs of everything they asked for and a detailed summary of how I received it, how I opened it and any observations on the condition of the box as well as stating that unless instructed by them, the shipping box, product box and device have not been touched since I raised the issue. I also mentioned that I’d found 1 other person on this forum with the same problem and provided a link.

I’ve not heard back from them in 3 days (despite a 48 hour response being promised), but last time I spoke to them, they said they were trying to trace the missing phone to find out where it is, as well as tracing the 14 to find out where it came from.

Was there anything unusual about the shipping box for yours?

mine had one of the internal pull tabs torn and reinserted backwards, as well as one end of the box being less well stuck down than the other.

I highly doubt that the courier has done anything wrong, so in my mind, either the wrong phone was in there to start with, or someone at Apple switched it for some reason.

They’re refusing to do anything about it. I have rang them and they said I have to email but I don’t receive any responses to my emails. Thank you for advising on the barclays dispute as I have contacted Barclays to dispute the loan today. They won’t even let me return the product and I only received this Monday gone so only been 4 days! It’s ridiculous that we’re being scammed by such a massive company who refuse to do anything in a situation like this and from what I can see this is a common problem recently!

Have they not asked you to send photographs or anything? Their investigation process is poor from a customer perspective, but I will say that it is thorough.

Can I ask what area you’re based in? I’m East Sussex. Just intrigued as to whether we’d both have the same distribution centre.

I’d call 101 and report it as a missing/stolen phone. Check the invoice Apple emailed you and grab the serial number and 2 IMEI numbers for the iPhone 15 Pro Max and give them to the police. Mention that you’ve found others with the same problem so they know it’s not isolated.

Once you have a crime reference number, call Apple back and ask them to open a case against your order, provide them with the crime reference number and as much detail as possible.

Might be too late, but keep the shipping box exactly as you received it and take pictures of the sealed phone box. If they ask you for photos of the actual device, get them to email this request so you have it in writing before unsealing the product.

Good luck and keep me posted. I’ll update this as and when my case progresses.

Has Barclays come back to you with an update on the disputed loan? As I did the same and took a loan. I’ve emailed Apple 4 times today and they’re just ignoring me and when I call they refuse to help me. I also don’t know how to find the IMEI number for the iphone 15 that I didn’t receive. This is so stressful

It took a few days for Barclays to email me requesting photographs of everything. The y did advise me on the phone that this dispute isn’t a quick process though.

It seems strange that Apple are flat out refusing to investigate. The people I’ve spoken to have been sympathetic, it’s more the investigation process that has frustrated me.

To find the serial and IMEI numbers, view your order on the Apple website/mobile app and you should see a link beneath your order number that says “view invoice”. Once you’ve got the invoice open, look at the bottom paragraph, you should see the IMEI numbers (there are 2) and the serial number for the device they should have shipped you.

hi all - I am having exactly the same problem.

I ordered an iPhone 15 Pro Max in Blue Titanium and received a fake iPhone 14 Pro Max - realised after opening the box and seeing a lightning port at the bottom instead of a USB-C !

Reported to Apple, reported to the Police, reported to Barclays.

Nobody cares and i've been told that after two Apple investigations and one by Barclays that no further action will be taken, no refund, no replacement. They hadn't even blocked the stolen iPhone! I'm battling with technical support to get that to happen right now. Crazy situation, i have, like others, a grand loan for a phone someone else is having the use of and i'm stuck with a deadweight fake iphone.

Appalling customer service from both Apple and Barclays frankly - so much time wasted trying to chase for answers of where my iPhone i bought from Apple online store is. Sigh.

I'm really put off Apple as a loyal customer for so long. I hope you guys get a better resolution than i did.

Rob

Wow, that is incredible.

So sorry to hear that you’ve been turned over like that.

it sounds slightly different to mine in that the phone I have is a legit 14 Pro Max. However, before finding this thread, I did stumble across many cases like yours via Google. Real phones being swapped for fakes. In a lot of the examples I found, the courier paid out as it was clearly someone in their chain.

It’s a shame that these devices are shipped out ready to go, instead of having some kind of activation lock on them so that only the rightful owner can activate them.

I really hope you get a positive resolution. As you say, this isn’t what you expect from Apple.

This is so horrible to hear! The fact that Apple basically wipe their hands on such things is astonishing considering how hard people work for their money! I really have no hope with Barclays either now given your experience. It’s such a stressful thing to go through and a lot of money lost!

I reported my case to watchdog, but haven’t heard anything. To be honest, looking through that link you posted, I’m feeling that Apple are in the clear unfortunately. The key aspect is proof. It’s very unlikely that any of us can prove our cases. Apple can stand by their processes and state that iPhone 15s went into each of those boxes and state how it’s impossible that any other device could have been put there by them. That’s all they need to do.

really appreciate the advise though. Literally anything right now is hugely appreciated.

It's really an unfortunate situation, I thought they were insured for these type of frauds. So practically if it's considered a theft of your property isn't an insurance company covering it, like house insurance content, or gadget insurance?

They probably are, but the problem is, as far as they’re concerned, it’s not been lost or stolen by them.

It annoys me that I understand their stance of not just giving me a replacement phone when I first complained. But equally frustrating that you can’t talk to the team doing the investigation and they just make a decision based on 2nd hand notes from a phone call with a frontline rep.

I’ve given them link to this thread when I sent over all my evidence again last week. Hopefully they realise that there is an issue somewhere and can support us.

Hi,

Have you any update on your case.

My situation is a little different in that the box came with no phone in it. We have been told by Apple they are not replacing as it was delivered fine. Trying to fight our conrner but not hopefull?

On finance as well so dealing with Barclays as well.

Hi.

Unfortunately I got the email yesterday stating that they won’t be taking any further action.

Barclays also not interested.

Apparently Apple have measures in place to ensure this is impossible. Including CCTV of the entire chain and weight checks at each point the device is handled.

thats cool, but just tell me where the phone is, then I can get it recovered by the police…

so sorry to hear that you’ve had this experience. Fully understand the feeling.

I’ll be claiming on my contents insurance for a replacement. Depending on your excess, might be viable. Just report it as stolen beforehand.

Thanks for the update.

My gut feeling is the phone was never put in the box at Apple as it did not look like it was tampered with. I cant believe they think there processes are bulletproof. I am speaking to them again with a list of questions that i want ansewering but i am not hopeful.

Logged with police as stolen.

Do you know if Apple can block the new phone from being used as i have the Imei number for the phone.

Will use my own insurance as last resort

[Edited by Moderator]

I’m also certain that the wrong phone was shipped to me. It’s impossible to have a shipping operation that size with 0% error rate.

Im on the phone to them now asking to get the phone blocked. I’ve asked them for details of their investigation but they will not disclose. They will not tell me why they can’t just track the 15 and see who has it, nor will they tell me why they can’t just trace where this 14 has come from.