Using AppleCare+ Express Replacement service

Has anyone else had issues using this service?

I'm detailing my experience below, as I believe this is something happening frequently and unjustly to customers using this service based on my experience and Apple's negligence throughout the process.

On 7/24/23, I used the Express Replacement service under my AppleCare+ policy to replace a damaged (front and back) iPhone 13 Pro.

On 7/25/23, I received the replacement iPhone 13 Pro from Apple via FedEx. Per Apple instructions, I wiped my damaged phone, turned off Find My, and packaged my damaged / returned iPhone 13 Pro in the box Apple provided.

<< this information I only learned after obtaining the tracking ID info from Apple Customer Support on 10/2/23>> FedEx picked up my returned replacement on 7/27/23 and the tracking ID shows my Express Replacement return arrived at Apple's receiving warehouse in Indiana on 7/31/23.

On 8/27/23, my credit card was charged $1,087.01 from Apple. I saw this charge on 10/3/23 and immediately began trying to figure out with Apple and Amex what this charge could be.

After hours on the phone with Apple Customer Support on 10/4/23, they let me know that (1) my Express Replacement return box was empty and (2) since it's been more than 30 days from 7/31/23, there's nothing Apple can do about it and I'll need to work with FedEx to find the missing phone.

***From sending my damaged phone back on 7/27/23 until I asked Apple on 10/4/23, I received zero communications and notifications from Apple making me aware there was an issue with my return. When I looked back on my repair case ID, the case says my Express Replacement was canceled on 9/10/23 -- Apple Customer Support said they aren't sure what this status would mean in my case and I should have received a notification (?).***

Obtaining proof: if you're in this situation, call Apple Customer Care and ask for the tracking IDs associated with your Express Replacement.

• Enter tracking IDs into FedEx to see the weight / package details for the Express Replacement package Apple initially sent and compare to the returned package
• In my case, the package weight for both is exactly the same, proving the Express Replacement return package was not "empty" like Apple claims

Use this proof to dispute with your credit card company since Apple will absolutely not take responsibility for what happens to the package between FedEx and arriving at their receiving warehouse.