Apple Repair Horror Story
I’ve never posted here before and this story going to be long, but hopefully someone out there can stick with it and can commiserate if they have ever had a similar experience.
This about my iPhone XS that I have absolutely loved since the first day I received it. I have AppleCare+ and never took advantage of it, so I decided to send it in for a battery and screen replacement because it was starting to show some signs of sluggishness.
**April 18th** – I contacted support and requested my phone get a new battery/new screen. Set up a repair to send in. I paid $39 (CAD) for the battery/screen replacement. I never received the box.
**May 25th** – I talked to someone that let me know there was a shipping error and they were going to set up a new repair request and send me a new box so send it in.
**May 26th** – Two boxes arrived at my house. The original box was still with FedEx and I guess they figured out where it was supposed to go so dropped off both. That day I sent back my device using the new box.
**May 28th** – I received an email “we need to hear from you” alerting me to an additional charge that I had to paid for some other mysterious repair… Also for $39 (CAD). I paid, and the next thing I knew I got an email letting me know the device had “Begun repair” and I would be receiving another email when it was complete tracking number when shipped.
**May 29th** – I checked the repair site, and it said it was completed and waiting to be shipped out. “Great!” I thought, and went about using my now antique feeling iPhone 6 for the weekend.
**June 2nd** – Still, nothing. I decided to reach out to someone at support, who after putting me on hold for a long time, came back and said “there was an issue at the repair facility and they would not be able to provide me with any more information and I would have to wait.” I was extremely frustrated, so later that afternoon I had set up a call with a Sr. Advisor for June 4th at 8am.
**June 3rd** – Still waiting for my device, I needed to do some work related to the company I work for (as a Product Designer). So I contacted support again, pleading to be put through asap. The support person was unable to move my time, so I just reserved myself to being frustrated. I let my boss know what the situation was, and was ready to go on with my day… Then almost immediately after I got off with support. I received an email letting me know my repair was canceled by Apple. (Checking the support page, only that original box that showed up at my place, is showing as “we have sent a box to you”. The original repair on the device I had sent in was completely… gone.)
As soon as it happened, I was back on chat support, and basically demanded someone more senior contact me.
At 12:30pm, I was contacted by an Apple Advisor by phone who through some time and digging told me that due to both boxes being sent to me, there was some clerical or technical error at the service centre, and essentially logged the phone as needed to be repaired twice. So someone repaired it, and then it was marked for repair again… After that, she was very unclear of what actually happened to it. At 1:30pm, she told me I would be sent a replacement and refunded. “Amazing!” I thought! She emailed me from her personal Apple email address, and let me know that I should “receive an email later this evening.” about the replacement device.
Can you guess what happened next?
**Today June 4th** – I wake to no email, and that Apple Support Representative is now ghosting me. So of course, I get back on with chat support. I’m very quickly rushed onto a phone call with another Apple Support Representative, who lets me know that there was a “maintenance issue” that was probably the cause of my replacement device never being sent out. She lets me know that I will be sent an email shortly regarding said replacement device, and if I don’t hear back from her by 2pm (EST) to email her back and she will solve the problem for me by the end of the day. Never received anything (shocker, I know) I have emailed her back, I have still to hear from that Apple Rep, or receive any information about my device.
I have no idea what is going on or what I can do.
TLDR: Sent my iPhone XS in for repair. Apple lost my device, and is now possibly just trolling me.
Bonus: My iPhone XS also no longer shows as having AppleCare+ on it? Seriously no idea what is happening.
**June 5th UPDATE!** A brand new XS showed up from FedEx miraculously at my door!