TNT reporting they've lost my iPhone - please advise

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TNT reporting they've lost my iPhone - please advise

Hello everyone,

I know this might not be the place to post but I'm a little bit lost at the moment. I've sent (for the first time in my live) my broken iPhone 5 32GB to Apple through TNT.

I've received the empty box, returned it with all the documents and had a contact yesterday with TNT as after ten days of shipment, no repair status update on Apple and my box was still "in transit". They've admitted that they've lost my box (not really, the answer was: "we don't know where it is") and asked me for an additionnal week to try to find it. Very disappointed as it's the first time that I give to reparation an Apple product (under warranty).

Now my question, if someone else has faced a similar problem, in case of loss, how am I getting reimbursed (I still got the invoice: 800$)? Credit note from Apple? Money back from TNT? as the iPhone 5 is not sold anymore, I don't want an iPhone 5C as compensation... Am I eligible to get an 5s instead?

Really not happy with the situation and as IT manager in a big company, thinking about moving the entire phone assets to iPhones makes me really doubt about the support level..

Anyone could advise on this? Thanks for your help

iPhone 5, iOS 7.0.1

Posted on Oct 8, 2013 1:05 AM

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Answer 1

Oct 8, 2013 3:39 AM in response to Stevans

Hi ...

You've filed a claim with TNT correct? > TNT Express - Claims

Contact Apple for assistance > Contacting Apple for support and service

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Answer 2

Oct 8, 2013 8:43 AM in response to Stevans

If you set up the repair through Apple and they sent you the box, I would contact them for assistance before you contact TNT. My past experience is that Apple will cover the loss. All they look for is a status on the shipment that the carrier took possession. They are usually pretty quick about it also. In this situation, I would expect Apple would replace the phone and then they will deal with TNT.

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Answer 3

Stevans Author

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Oct 9, 2013 2:42 AM in response to J.K. ROFLing

Hi J.K,

Thanks for your advice! I did call Apple this morning and they were very responsive and helpful. In fact, TNT (they confirmed me by phone 5 minutes later) has "lost" my iPhone and that I should contact Apple.

So everything went fast this morning and I'm finally seeing some improvements... at least I've some official answers. Now I'm just waiting to see what will be the next steps for the replacement.

Anyway, if someone's experiencing the same problem with TNT, just contact directly Apple and they will deal with TNT directly. You'll save a few days of waiting.

Thanks all for your answers!

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