The iPhone ordered was stolen by a British logistics employee. The customer complained to Tim Cook via email and was successfully resolved – ePrice.HK

Earlier we shared the story of a British consumer who ordered an iPhone 15 Pro Max through Apple’s official website, but received a copycat iPhone. Yesterday, the website PhoneArena followed up on the incident and found that many British customers were in Apple’s official discussion forum. After making similar complaints, some people received locked iPhone 14 Pro Max and even iPhone SE, and they were all treated coldly by Apple.

Complaint not accepted by Apple

Some consumers said on Apple’s official discussion forum that after they informed Apple of the incident, the other party refused to provide a refund. Another victim said that he had called the police and filed a report with Barclays Bank, but after two investigations by Apple and one by the bank, no further action was taken, and there was no arrangement for replacement or refund. One of the victims of a stolen iPhone 14 Pro Max disclosed Apple’s response. The customer service staff insisted that they would not mess up the iPhone 14, so it must have been replaced later. After Apple contacted the logistics company, The other party said that no one switched the package, so Apple believed that the customer was trying to defraud them.

Send a complaint to Tim Cook via email

The angry customer Chris sent an email to Apple CEO Tim Cook, telling him the whole incident and the details of the report. As a result, he was contacted by someone from Apple’s European headquarters about a week later, and after a few days of investigation, he was determined to be replaced. mobile phone, and his iPhone 15 Pro Max was received the next day. Another person also received Apple’s proper handling and replacement of his phone after emailing Tim Cook. A victim mentioned in the discussion forum that the package of the switched mobile phone had a Tesco Mobile sticker on it. The telecommunications company had already stopped delivering goods through the logistics company DPD because it had received too many customer complaints. The victim even learned during the complaint period that The deliveryman who switched his package has been fired from the company. In addition to the notorious DPD, some complainants alleged that DHL also had a similar situation.

source:phonearena