topic Re: Received an empty iPhone 15 pro box in Pay Monthly

Received an empty iPhone 15 pro box

Mark_a1980 — Wed, 04 Oct 2023 17:01:30 GMT

Today I received what I thought was my new iPhone 15 pro contract phone and to my surprise I open the box and the phone was missing even tho the box had the 2 peel off seals. Has anyone else had this happen to them?

I’ve already contacted o2 regarding this I’m just curious to find out if anyone has had the same think happen

Re: Received an empty iPhone 15 pro box

jonsie — Wed, 04 Oct 2023 17:07:12 GMT

We've had a couple of members with the same issue

It's very rare but only sales can possibly sort this out

Re: Received an empty iPhone 15 pro box

LauraJK — Thu, 23 Nov 2023 13:37:56 GMT

Hello! This has happened to me this morning, box was sealed but the phone and USB were missing. I have let them know, I haven’t heard back yet. Did they resolve this for you?

Re: Received an empty iPhone 15 pro box

Cleoriff — Thu, 23 Nov 2023 13:50:35 GMT

@LauraJK

Always best to ring sales.

Call them on 0800 081 0255 OR message them on Social Media -on Facebook (https://o2uk.co/O2CFB) , Twitter ( https://o2uk.co/O2CTW) or Instagram (https://o2uk.co/O2CIG)

Re: Received an empty iPhone 15 pro box

Robert90 — Sat, 25 Nov 2023 03:12:35 GMT

I've just had the same issue dpd delivered my parcel a day later after trying to deliver to the wrong street. I received the box thinking it feels light for a new phone had the 2 seals on it. Opened it and phone and usb charger was missing I've called and they should be sorting it but heard nothing yet. Really concerning as trying to switch from samsung to iphone for the first time.

Re: Received an empty iPhone 15 pro box

pgn — Sat, 25 Nov 2023 09:06:20 GMT

@Robert90 wrote:
I've just had the same issue dpd delivered my parcel a day later after trying to deliver to the wrong street. I received the box thinking it feels light for a new phone had the 2 seals on it. Opened it and phone and usb charger was missing I've called and they should be sorting it but heard nothing yet. Really concerning as trying to switch from samsung to iphone for the first time.

Advice as above: Ring sales.

Call them on 0800 081 0255 OR message them on Social Media -on Facebook (https://o2uk.co/O2CFB) , Twitter ( https://o2uk.co/O2CTW) or Instagram (https://o2uk.co/O2CIG)

Social Media not particularly responsive ATM, so go for the phone call, @Robert90.

Re: Received an empty iPhone 15 pro box

Oxonian — Sat, 25 Nov 2023 11:54:59 GMT

@Mark_a1980

@LauraJK

@Robert90

So that's three of you with this same problem on this thread alone.

Please pursue sales as suggested. In due course, you might also need to report this to your local police force so as to procure a crime number. The Met's form is at :-

Report a crime | Metropolitan Police

https://www.met.police.uk/contact/af/contact-us-beta/contact-us/report-crime-incident-suspicion/report-crime/

Please keep this thread updated with developments.

Re: Received an empty iPhone 15 pro box

Mark_a1980 — Sat, 25 Nov 2023 12:01:32 GMT

It took a few weeks but 02 sent me out a replacement phone after requesting an investigation from DPD I hope you have the same resolution

Re: Received an empty iPhone 15 pro box

Mark_a1980 — Sat, 25 Nov 2023 12:04:59 GMT

It took them a few weeks before they sent me out a replacement phone they first had to request DPD to investigate as to the reason the phone was missing I guess it’s just part of the process but they should send you out a replacement just keep contacting them to ask for updates

Re: Received an empty iPhone 15 pro box

Mark_a1980 — Sat, 25 Nov 2023 12:06:39 GMT

After a few weeks o2 sent me out a new phone after DPD were asked to investigate I guess that just protocol before they can actually send out a replacement

Re: Received an empty iPhone 15 pro box

Oxonian — Sat, 25 Nov 2023 13:32:01 GMT

@Mark_a1980

Glad to hear that you got resolution, even after a delay which was probably very worrying at the time.

Re: Received an empty iPhone 15 pro box

thoscar02 — Sun, 31 Dec 2023 16:12:14 GMT

I am not an O2 customer but was very interested in this topic because, just before Christmas, I purchased an iPhone 15 Plus direct from Apple, using their interest-free loan offer and with a trade-in on my iPhone 12.

Well, DHL first tried to deliver my new phone to the wrong address (the photo they uploaded was definitely not my front door) but, apparently, there was no-one at home so they returned it to their depot.

I was out the next day so arranged for them to deliver it the following day but, this time, they texted me to say that they were 'running late' and, as a result, my phone was returned to the depot for a second time.

On the third attempt they did finally deliver it (on the Friday before Christmas) but to my utter shock and horror, when I opened the iPhone box there was no phone inside and no cable either.

To be fair, everything with regards to the packaging seemed normal although, curiously enough, the text on both of the security strips, on the underside of the box, was upside down in relation to the text printed on the box itself, which did seem odd, I must admit.

When I then checked online with photos of the undersides of other iPhone boxes, it was clear that this text is always facing the same way as the text on the box so must surely indicate that my box had been tampered with.

Anyway, I was obviously straight on to Apple and sent them lots of photos of what I had received and they said they would investigate for me and that I should also contact the police, which I did.

At this point I calmed down a bit until, that is, a few days later when I received the following devastating e-mail from Apple:

'We have completed our review with the carrier regarding your shipment, and confirmed that it was successfully delivered. As a result, we’re unable to provide a replacement or process a refund.

Sincerely,

Apple'

WHAT!?!?!

Yes, it was delivered but the box was empty!

So, now, I will be paying for a phone that I do not have.

I did contact Barclays, who are supplying the money for the loan, but they said that they could not help me, therefore I am left feeling as if I have been a victim twice over: first by whoever stole my phone and second by Apple who have washed their hands of the whole affair.

Still, I will pursue this with the police and I may even write to Watchdog to see if they can help - well, you never know.

The obvious (and very expensive, for me) lesson here is NEVER to buy from Apple online (if at all) and probably not to do so before Christmas either.

Finally, one question: Is it not possible for Apple to trace these phones, once they are being used, using either the Serial or IMEI numbers or is that something only the carrier can do?

Re: Received an empty iPhone 15 pro box

MI5 — Sun, 31 Dec 2023 16:40:02 GMT

@thoscar02

Apple will know the whereabouts of every single one of their phones and which network it is on if they choose to look.

Re: Received an empty iPhone 15 pro box

thoscar02 — Sun, 31 Dec 2023 16:47:23 GMT

Thank you MI5, that is what I thought.

Re: Received an empty iPhone 15 pro box

Oxonian — Sun, 31 Dec 2023 19:21:32 GMT

@thoscar02

You have mentioned using a bank loan to pay for the device, but how did you actually pay for it ? Presumably the loan went into your current account and you then paid using a debit or credit card ?

If you used a debit card, chargeback might give you some protection. If you used a credit card, Section 75 might be of help to you. You would need to speak to the relevant team in your bank or credit card provider.

Please keep us updated on developments.

Re: Received an empty iPhone 15 pro box

madasaf1sh — Sun, 31 Dec 2023 19:47:46 GMT

@Oxonian

It is Apple via the consumer finance partner, the money goes from them to Apple Direct, so the customer doesnt see the funds at all.

So No S75 in this instance, but @thoscar02 you need to raise it with the finance company, and then escalate to Apple, try emailing Tim Cook, you might be surprised by the outcome..

Re: Received an empty iPhone 15 pro box

jonsie — Mon, 01 Jan 2024 01:51:34 GMT

@Oxonian wrote:
@thoscar02

You have mentioned using a bank loan to pay for the device, but how did you actually pay for it ? Presumably the loan went into your current account and you then paid using a debit or credit card ?

If you used a debit card, chargeback might give you some protection. If you used a credit card, Section 75 might be of help to you. You would need to speak to the relevant team in your bank or credit card provider.

Please keep us updated on developments.

What....?

Re: Received an empty iPhone 15 pro box

thoscar02 — Mon, 01 Jan 2024 13:57:11 GMT

Thank you very much for your replies and, as Apple were offering an interest-free loan I decided to pay for my iPhone that way, unfortunately.

I did contact Barclays, the loan provider, but was told that they could not help me in this instance, which I thought was strange.

Anyway, yesterday, I telephoned Apple again and, this time, managed to speak to someone in their shipping department who did agree that I had a case. Therefore he said that he would escalate matters for me such that one of their managers would contact me in the next couple of days.

So, let's see what happens, shall we!

To be continued ...

Re: Received an empty iPhone 15 pro box

Oxonian — Mon, 01 Jan 2024 14:27:41 GMT

@thoscar02

That sounds promising.

Please keep us updated on developments.

Re: Received an empty iPhone 15 pro box

JanDan — Fri, 24 May 2024 10:05:33 GMT

I have just had the exact same thing happen to me. I cannot afford to pay for a phone I do not have!!! 😭

First delivery attempt also said “nobody was home” even though I was at home and my Ring doorbell did not register anyone at our door at all around the time of the supposed delivery. I contacted DPD who said their tracker suggested their driver did go to our address, I told them this is a lie or he simply did not even get out of the vehicle, because no delivery was attempted that day. This was Monday. I chose re-delivery on Friday as I was not going to be at hime before then. Friday comes, package gets delivered, phone box is sealed with two tabs. I excitedly open the box and…. It’s empty!!! On the phone to O2 customer service now, been on hold for ages. Fingers crossed they resolve this, I am furious!