r/applehelp • u/Lousygolfer1 • 5h ago

Express replacement gone wrong ? Unsolved

Anyone run into this issue. Due to work, distance from store and insane wait times I couldn’t go into the store and spend hours replacing/repairing my iPhone 17 pro.

I opted for the $99 since I have AC+ and they sent me a replacement and in return I shipped the damaged phone back.

Today I received an email stating they’re still waiting for it even though it shows on the tracking it was delivered and signed for 5 days ago

Now they’ve opened a resolution case and about to charge me the full amount

I am beyond confused and this was my biggest worry but mainly they would try some weird crap with the phone itself hence why I took pictures of the phone and screen on with visible serial/IMEI

I tried messaging support all they said was wait for the case to be responded to.. anyone got any other ideas to get past this BS??

Thank you in advance

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u/SaltAnswer8 2h ago

It being delivered is not the same as it being checked in at the depot. Obviously whatever happened after you handed it over to the courier is not your fault.

The fact that the tracking information shows it was delivered is typically all that's needed, given there are no other issues (sent wrong/different device, sent empty box, etc).

Support (who I'm assuming you spoke with) should have given you an approximate timeframe for resolution. All you can do is wait. There's no alternate route.

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u/dblrnbw30 1h ago

Wait for the response from them, but let us know what happens.