I'm a loyal Apple customer who's bought over 10 devices and usually trusts their service. Recently, I bought an iPhone 15 Pro Max at launch, added AppleCare+, and everything seemed fine until issues started. After a replacement for battery problems, I discovered a dead pixel in the camera, but when I sent it in for repairs, Apple said it was marked as lost or stolen. My carrier confirmed it wasn't blocked, and Apple sent me on a wild goose chase with CheckMEND and a company called Likewize that is impossible to get in touch with. After months of frustration, Likewize confirmed my phone was reported stolen after Apple shipped it to me. Apple refuses to acknowledge this or help me, and now I'm stuck paying AppleCare for a phone they won't service. Has anyone experienced something like this? What should I do?
4 Answers
At the end of the day, only Apple can solve this mess. Stay persistent and keep documenting everything you’ve done. If you can, log every interaction you have with them so you have a clear record.
You should definitely reach out to Apple Executive Relations. They can handle these sorts of complicated cases that regular support can't. You can contact them by emailing Tim Cook directly; his team will forward your issue to the right department. Just make sure to present your case clearly and include all the details you've shared here. It sounds like a serious mistake on Apple's part that needs to be escalated.
Just a heads up, when you email, be super clear with your subject line so it catches their attention. Good luck!
Did you let Apple know about the stolen confirmation from Likewize? They really should take that seriously and not just blow you off. You deserve better support given how much you've invested in their products and services.
Yes, I did. I reached out after I finally heard back from Likewize, but I'm still waiting for a response from Apple again.
I understand your frustration. Apple might argue it’s not their fault if Likewize made a mistake, but they should be responsible for the device they sold you. It's concerning that they're not taking accountability. Keep pushing for a resolution, and maybe consider escalating within Apple once more.
If they continue to refuse, you might want to look into consumer protection agencies or social media advocacy to bring more attention to your case.
Thanks for the tip! I will give that a try, especially since I've already been through so much with their customer service.