I’m experiencing the same problem. Absolutely horrible! Apple help out here!
I sent two iPhones to Brightstar Apple GiveBack in the shipping packages provided by Brightstar. The iPhones were an iPhone 6 (value $100) and an iPhone 5S (value $55) - in excellent condition. Once Brightstar received and accessed the iPhones, they reported that both iPhones were damaged, and the value was now $0 for both. Brightstar provided pictures showing the damage - most notable, with the iPhone 6 having a broken screen. My options were to recycle the iPhone and receive no compensation; or reject their offer of $0 and have the iPhones returned; but it was highly recommend that I file a claim with UPS.
Fortunately, I took pictures of the iPhones prior to shipping. There was no damage or a broken screen. I selected to reject their offer of $0 and have the iPhones returned. I also requested an investigation on how the iPhones were damaged. I had no success in finding out what happened to my iPhones. (The damage occurred either during shipping or their warehouse.)
Additionally, all correspondence with Brightstar has been extremely poor. I can never get a specific answer over the phone or via email.
It took weeks to get to speak to a “supervisor” at the call center. (I was originally told that the supervisors did not talk on the phone and only responded by email.)
In the interim, I filed claims with UPS that were ultimately approved. These claims covered the value of the iPhones that were reportedly damaged during shipping. Since I was not the official shipper, (I received shipping boxes and UPS labels from Brigthstar) UPS would not provide details on the approved claim. These approved claims meant that Brightstar was being reimbursed for my iPhones that were supposedly damaged during shipping. Brightstar Apple GiveBack did not make an attempt to notify me of the resolution with UPS. If I had not been persistent with Brightstar or UPS, I would have never known that my claim was approved by UPS. I’m starting to think that this is the plan.
If I did not follow up or waste an enormous amount of my time - I would just have to deal with two returned broken iPhones (wait - I still am). It’s only $155 total. The thing that bothers me is that I’m getting jammed here.
After weeks of dealing with Brightstar, I was recently told that I would be sent Apple Gift Cards to cover the iPhones.
I
am still waiting on the gift cards!