I sent my iPhone 12 Pro Max to Apple for repairs because I want to gift it to my grandma, and it had some damage. A month ago, I received an email stating they hadn't received my phone, but FedEx confirmed they delivered it. After contacting Apple, they requested proof of purchase for my original phone, which I bought back in December 2020, but they haven't explained why they need this. I even spent an hour on the phone with T-Mobile trying to retrieve the receipt, but their system couldn't pull it up. Does anyone know the reason behind this request?
2 Answers
It sounds like you opted for an express replacement, which is why they charged you. They probably didn't get the damaged phone back within the required 10 days, and now they're following up. If FedEx delivered it, that's not your fault, so you should be okay if you can prove you sent it. Have you reached out to Apple Support for clarity about the proof of purchase?
They might be unable to verify the serial number of your device if it's damaged. What kind of damage are we talking about?
The screen had some scratches, but they wouldn't fix it in-store because it passed their functionality tests. I just asked for a complete replacement to avoid any future issues for my grandma.
I did send the phone back, and they acknowledged it was received within the timeframe. Multiple support reps have confirmed it was delivered, but they keep insisting on the proof of purchase for the original device without giving a reason.