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Apple shipped my iPhone at a different address

User uploaded fileHi,


iPhone 6 problem

I had connectivity issue (WiFi) with my iPhone 6 and I called Apple to setup repair. They were very nice in helping me out to resolving the issue. But when it didn't work, they setup a repair and sent me an empty box in which I shipped my faulty iPhone 6 back.


Customer care and manager

Everything was super fast, but I missed the email "We got your repair request" as it was just an email which states that they received the request. But later after shipping I was going through the repair emails and I saw that the name on the "We got your repair request" was wrong. I immediately called Apple support and told them that they have my name wrong in the repair request. Apple support personal was confused and she immediately handed the phone to her manager. The manager spoke with me for quite a few minutes trying to see what went wrong in that email. I thought that it was a small issue (just the name in email), but with managers involved I was a bit worried. The confusing was, the box I received had my name and address. But the email had some other guy's name.


The biggest problem for me was that my repair iPhone may get shipped to the person on email. And I was traveling abroad in few weeks and wanted to make sure that the address issue is resolved before I leave on my vacation. I explained the issued and request Apple support manager to make sure that the product gets shipped at my address. Multiple times. And he assured me that everything looks good and I should relax.


Repair

Later the same night someone from Apple repair team sent me an email with questionnaire to fill about how to generate the issue and many other things. I explained them the issue and told them steps to follow to regenerate the same problem. Next morning I received an email that my they were able to get the same issued in their test and they will be sending me a replacement product. Following this email, maybe an hours later, I received another email stating my replacement product has been shipped.


Replacement product shipment and the mess

Once I saw that email, I was like wow! I was able to see the value in being an owner of Apple product. I was tracking the shipment as it was an expensive product and needed a signature confirmation. It was a next day Fedex shipment and the wait wasn't long. I was checking the status time to time and suddenly on the next check it showed that the product was delivered. I went back running to my mailbox and found nothing. I checked it everywhere and there was nothing. I immediately called Fedex and explained the issue. But when they assured me that the shipment was delivered with signature confirmations, I was like what!!! I said I didn't sign!!! They said can you please repeat your address? I did, and they said, this is not the address that Apple shipped the product to! We have a different address on file. I asked, what is the address? They said, we can't give you the address, only shipper (Apple) can ask details on that.


Post mess communication with Apple (current situation)

When ever it comes to Apple, I am assured that the problem with be solved. Atleast that is my experience after using Apple products (MacBook, iPhone, iPad) from last 7 years. So I was assured that the issue with be solved and I will receive my iPhone 6!. But till now, the issues is not looking good. The manager on call says that there file shows that the product was shipped to my address and I should contact Fedex. But Fedex says they won't disclosed the detail address as only shipper can do that. They were only willing to tell me if the address I am telling is the address on file or not. On repeating my address to Fedex (which was the same return shipment address I had on them email received from Apple) Fedex confirmed that Apple didn't ship to that address.


Fedex is not willing to give me the address. Apple is not willing to help me and want me to check with Fedex. The Manager looking at my case at Apple is assuring that the product was shipped at the same address that was in the email. I was frustrated and even called Apple personal as a liar. Which I think I was not professional, and will apology. But it is a $700 phone, I am a student and I don't know what to do as no one is helping me. I am totally screwed. I am thinking to further this issue by contacting some of the logistic/service/customer care executives of Apple on LinkedIn if they can help. Or anyone have any better idea?


I have attached a picture of my email with Apple. Not including the name of the managers on online forum as I believe it is not the right thing to do on public forum.



iPhone 6, iOS 8.1.2, null

Posted on Dec 23, 2014 12:03 PM

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Apple shipped my iPhone at a different address

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