I preordered an iPhone 18 less than a minute after preorders opened and was promised delivery on Friday, September 18. On the delivery date, UPS reported that the package had been damaged and all of the merchandise was missing. UPS disposed of the empty box and said it had opened a claim but needed additional information from Apple.
I contacted Apple immediately. After an investigation, Apple approved a replacement, but the new estimated delivery date is now in late October. I have already been charged, and Apple says I need to return my current iPhone by October 2.
I've asked Apple whether they can locate an earlier replacement, move up the shipping date, or fulfill it through an Apple Store. The advisor said they would try but couldn't promise anything. I'm considering canceling the replacement and looking for the phone at a nearby store or another retailer.
Has anyone dealt with a lost or damaged Apple shipment through UPS? Is there a specific department or escalation path I should ask for, or anything else I can do to get a replacement sooner?
2 Answers
Ask Apple to review the case through its senior or executive-relations team. They may have more flexibility to locate inventory or adjust the replacement, although they might not be able to move you ahead of existing orders. It’s also worth asking whether the return deadline for your current phone can be extended while the shipping claim is resolved.
If the replacement timeline doesn’t work, get confirmation from Apple about the refund and cancellation process before making any changes. You could then check Apple Stores and authorized retailers for immediate stock, but make sure you understand the status of the original charge and return requirement first.
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