I used AppleCare to replace my phone through Apple's express replacement service. After receiving the replacement, I packaged the original phone and handed it to a FedEx store using the prepaid return label. I kept the drop-off receipt, but FedEx lost the package and the tracking still shows it as undelivered.
I contacted Apple, provided the tracking information, and they initially removed the charge after confirming that I had returned the phone. Nearly two months later, Apple unexpectedly charged my card about $1,000 for the missing device. Support has now reviewed the same information again and escalated the case, but it remains unresolved.
Has anyone dealt with a situation like this? Should I dispute the charge with my card issuer, and could doing so cause Apple to disable or otherwise restrict the replacement phone?
3 Answers
Keep working through Apple Support, but make sure the case is formally escalated to the team handling AppleCare replacement returns. Provide the FedEx drop-off receipt, tracking number, date of acceptance, and any previous case numbers. Ask them to confirm in writing that the return was accepted and that the charge will be reversed.
If Apple does not reverse the charge, dispute it with your card issuer. Explain that the item was returned to the carrier using Apple’s prepaid label and include the drop-off receipt, tracking history, and your Apple support records. The carrier’s loss after an accepted handoff generally should not make you responsible for the full value.
I’d prefer to finish the escalation first, but I’m prepared to file a dispute if they charge me again without fixing it. I’m mainly concerned about whether Apple could disable the replacement phone.
A charge dispute normally addresses the payment transaction; it does not automatically give Apple a reason to disable a device that you legitimately received through AppleCare. Still, keep the dispute factual and submit complete documentation rather than simply claiming the charge was unauthorized. Also ask Apple directly whether the replacement has any outstanding service or device-balance flag before proceeding.
That is what I’m doing now. They previously said the issue was resolved, so I’m keeping all the receipts and case details this time.