Paul Wilkins
Level 1 (15 points)

Q: Apple Reuse and Recycling Program

I'm not sure where this should live. Its not a question more of a warning.

 

I recently took advantage of the Apple Reuse and Recycle Program in the UK to recycle three iPhones and obtain some vouchers in return. The Apple Partner for this service in the UK is 'BrightStar'. I used the on-line website and within days the return packs from BrightStar arrived. Enclosed was a flatpack box and a returns label. I packaged up the iPhones as instructed by BrightStar's own documentation, affixed the postage label and took the three packets to the Post Office, to be sure I obtained a 'Certificate of Posting' from the clerk.

 

Within a couple of days, emails started to arrive saying that the iPhones had been received by BrightStar, however only for two and not three. A day passed and more emails arrived with the Money off Vouchers for the two iPhones but not the third. I left it a day and contacted them via email and received the reply to say that they had not received the third iPhone. Ok.. its got lost.

 

So I then ask BrightStar, what now happens? Did they have insurance to cover the loss in the postage that they had arranged? No.. they don't pay for any kind of insurance in the postage that they themselves arrange. BrightStar then informed me that it is up to the customer to take out extra insurance or arrange 'Special Delivery' when they take the packages to the Post Office. However, this is not stated in the packaging instructions. So foolishly I have assumed that their pre-paid postage included insurance for the items.

 

So no iPhone, no voucher . I know its not Apples fault but what really annoys me is the attitude of BrightStar, their Recycling Partner, basically washing their hands of the whole affair, even though they had arranged all of the postage and packaging. Apple really do need to have a word with these people, I expect Apples Partners to be of the same standard as the Apple Organisation.

 

So people be warned. If you use BrightStar's service make sure you insure your package when you take your pre-paid packet to the Post Office, otherwise if it gets lost, you like me will be out of pocket.

 

I don't know who to take this up with within Apple, I can find any kind of contact for this kind of issue.

Posted on Apr 30, 2015 4:49 AM

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Paul Wilkins

Q: Apple Reuse and Recycling Program

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  • by Ralph Landry1,

    Ralph Landry1 Apr 30, 2015 4:58 AM in response to Paul Wilkins
    Level 8 (41,782 points)
    Apr 30, 2015 4:58 AM in response to Paul Wilkins

    You might try contacting the Customer Support folks and see if they can give you a number for customer relations: https://support.apple.com/en-us/HT201232

     

    In the US, the user has the option of taking the devices to an Apple store where the transaction is handled by the Apple staff, sounds like a significantly better option.  But, thanks for the warning about buyer-beware - the need to protect yourself anytime a valuable device is sent through the post or any shipping organization.

  • by CannonCannon,

    CannonCannon CannonCannon Mar 8, 2016 2:57 PM in response to Paul Wilkins
    Level 1 (0 points)
    Mar 8, 2016 2:57 PM in response to Paul Wilkins


    Beware of Brightstar... Here is todays email to their "customer service."

     


    I mailed 5 phones to Brightstar after being referred to this website from the Apple.com page.  I obtained my quote online for 5 different phones, ordered boxes for them, and shipped them all to you.  UPS tracking for each of the phones shows that they were received on the 29th of February.  Today is the 7th of March.  I have received numerous emails from Brightstar reminding me to ship these phones, despite the fact they have already arrived at your facility.  On Friday I called and spoke with a customer service representative who said the phones had been received but have not yet been inspected.

     

    In addition, the customer service representative on the phone told me that some of my phones may get returned to me because your “new policy only allows a person to trade in two phones a year….”  Well, it doesn’t say that anywhere on your website that I was able to find.  I am, to this point, sadly disappointed with Brightstar and your inability to remain up front and organized.  The value of a used iPhone decreases over time — there are a hundred other ways for me to dispose of my iPhones, but as you continue to bombard me with “don’t forget to ship your phone reminders”’  about my FIVE phones sitting at your facility, the value of these assets diminishes. 

     

    I know that Brightstar isn’t “out to get me” or anyone else; I am sure that each employee there is doing their best to satisfy the needs of customers like me.  But someone needs to step back and review your processes — something isn’t working.

     

    Could we please move this process along for my five iPhones?  I would appreciate it.

     

     

     

    -- still no resolution.

  • by CompC,

    CompC CompC May 19, 2016 11:18 PM in response to CannonCannon
    Level 1 (8 points)
    May 19, 2016 11:18 PM in response to CannonCannon

    Whatever happened? Were your devices eventually processed? Did you get your devices back?