Apple delivered wrong iPhones and are not refunding

Yes. I opened the shipping carton, immediately noticed the box said iPhone 14 Pro Max, and started a live chat with them.

At first they just wanted photos of the shipping carton and the device box. Then a few days later they phoned me and asked for photos of the device, which is when I asked them to confirm in writing that they wanted me to unseal the box before doing so.

Only thing mildly suspicious is that inside the shipping carton, there are 2 pull tabs for releasing the contents. One of them was torn and in backwards. I did mention to this on the first telephone call and sent a photo, and they didn’t seem interested.

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

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.

Hi Georgina.

In my case, I asked the exec I spoke to how to return the 14 that I received and they told me that it’s not their property, so they would be unable to accept it. Best you can do is be honest and ask them.

The dilemma is that I still don’t know where that phone came from. It’s genuine and brand new, but it could’ve been stolen, or Apple might realise they’ve lost it, so could get blocked in future. I don’t want to give it to a family member and have it unusable in the future. I also don’t want to sell it and put a random person in that position.

I thought about trading it in to Apple. That way it’s their problem not mine.

i was told everything was shipped correctly and delivered correctly by the exec too.

I have now reported it to my local police department and they have asked me to log it with ActionFraud, which I have done.

they have also asked me to email the crime reference no to Apple as now they have to replace the phone as I have logged it with the relevant departments they asked me to.

does anybody have the email I can send this too as the exec hasn’t been replying to my emails any longer??

I’ve figured a lot out. A lot of these phones are androids, set up with software & I’m guessing hardware to look like an iPhone. Scammers are stealing data & details from people signing into the phones, as well as the original phone that was ordered.

my fake has a USB-C port as you’d expect, the charger fits into it, but you can’t charge it. & I meant the fake phone is not MagSafe compatible, like iphones above model 12 should be.

definitely look into it more if you’ve been sent the wrong phone, my came in a sealed, legit box with legit serial number, but nope, it’s an android fake thing

I wonder what getting in touch with the BBC watchdog

https://www.bbc.co.uk/contact/questions/getting-in-touch/contact-watchdog

Did you speak to an exec over the phone ?

I am also midway through this journey.

pre ordered the 15 Pro Max, received a purple 14 Pro Max.

I raised the issue with them immediately(23rd September), sent the photos they asked for and have had to chase them every 48hours for an update on their investigation. Spoke to someone on 10th October who said they’d dispatch my replacement that day. Received an email later the same day saying that they’d concluded their investigation and found that the item had been delivered to the correct address, so I’d not be getting a replacement or refund.

I should add that I have only unsealed the phone box at apples request. I have not attempted to turn it on or even remove the protective sticker.

Called them immediately to dispute. Waiting to hear back.

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.

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.

This happened to me too on the weekend! I received my iphone 15 pro max yday in the post and did the same as you, opened and recorded in front of the delivery driver. So glad it was sorted but caused so much stress

Thanks Chris. The police came back really quickly.. with a refusal to help: "Thank you for completing the online report. This is not something the Police will be able to assist you with. You need to escalate a complaint with the courier/company."

On closer inspection of the shipping box it looks like tape might have been applied to re-seal it after it was opened. Can anyone confirm if that looks like the case, as I don't have anything to compare it to?

I followed the link to the parcel delivery record, clicked the thumbs down button, and took up their automated offer of a call to discuss further.

Hi all, ordered an iPhone 15 a month ago & got sent an iPhone 15 ProMax by mistake. Told apple multiple times, sent the photos they asked for. Later contacted them on Twitter & livechat also. No response & I can’t use a phone that big as I’m disabled & have hand dexterity problems. One month on, I’m tempted to sell the phone & rebuy what I ordered, but also don’t want to risk being charged for selling an item that’s technically not mine. So stuck & stressed, no idea what to do, any advice welcome!

Hi everyone,

I am also a victim of this huge scam.

I have received a fake iPhone from Apple and had to deal for a week with the customer service asking me to be patient while they investigate and like most of you they came back to be on Friday evening saying that nothing was wrong with my order.

I called them to have more explication but I had a very rude lady on the phone that advised me to contact the police !

I am £1199 out of pocket with a fake iPhone.

I have emailed the CEO and left a feedback like some members on here recommended.

I hope to get this sorted asap as this situation is causing me a lot of anxiety and stress (I am barely eating or sleeping since Friday).

I have please a question for the members who have been contacted by an exec after emailing the CEO, how long it took for them to call you/email you after you contacted them ?

Thank you in advance x