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?
