[UnlimitedDesk]

Well, I believe they have concluded the investigation however something strange happened. Rather than asking me whether I would prefer a refund or replacement, they have shipped a replacement to me.  I guess that is better than nothing.

Damn, probably the best possible outcome

[wdihuwuhidhuw]

Yes thats true. I believe I might be able to return the replacement I get for a refund however, so best case scenario it will just be a lengthy process. I will keep this thread updated

[mothered]

I believe I might be able to return the replacement I get for a refund however, so best case scenario it will just be a lengthy process.

As long as you meet their refund policy requirements, you're well within your rights to return It for a refund, so It should be a simple process.

[SnipersPromise]

@mothered

Update re Apple demanding a police report which cost over £100. Police emailed them and I received email via Apple stating my refund is being processed.

[mothered]

Update re Apple demanding a police report which cost over £100. Police emailed them and I received email via Apple stating my refund is being processed.

This clearly demonstrates that a hard copy of a PR Is not a mandatory requirement, specifically when the police liaise with Apple.

Congrats on your refund.

[Smate27]

I have requested that today, only problem being I’ve have to request it via email as I have no phone number for the investigation department

Nevertheless, your request will be attended to.

I tried the generic customer service number but they couldn’t help.

That sounds about right from Apple's CS - not willing to help with a simple call redirection to the relevant department.

So unbelievably I still don’t have a refund and they are denying my claim saying that the package was successfully delivered….

I’ve jumped through every hoop and called and called and called Customer service but it’s always the wrong department to act do anything.

They’ve had a PR all the pictures they ask for multiple times (though regularly say they haven’t received them) really no idea where to go with this now.

[mothered]

So unbelievably I still don’t have a refund and they are denying my claim saying that the package was successfully delivered….

I’ve jumped through every hoop and called and called and called Customer service but it’s always the wrong department to act do anything.

They’ve had a PR all the pictures they ask for multiple times (though regularly say they haven’t received them) really no idea where to go with this now.

Ridiculous.

Are they still refusing to escalate the claim?

[Smate27]

So unbelievably I still don’t have a refund and they are denying my claim saying that the package was successfully delivered….

I’ve jumped through every hoop and called and called and called Customer service but it’s always the wrong department to act do anything.

They’ve had a PR all the pictures they ask for multiple times (though regularly say they haven’t received them) really no idea where to go with this now.

Ridiculous.

Are they still refusing to escalate the claim?

The pattern is as follows….I ring customer services rand explain the situation for a very long time and ask for help and escalation…I get escalated to a manager who sympathises but is not in the relevant department to help, they say they have no phone line to the investigation department and that all they can do is send that department an email asking them to contact me.

They say they’ve sent the email but the investigation team don’t bother contacting me, this process is repeated every 3-4 days currently.

My emails in response to the the email that originally denied my claim “because the package was successfully delivered” go unanswered.

I have no way to establish a line of communication with the team that I actually need to speak with.

[mothered]

all they can do is send that department an email asking them to contact me.

They say they’ve sent the email but the investigation team don’t bother contacting me

They probably didn't bother sending the email.

Tell them to give you the email address of the department In question, and then contact them yourself.

[HEIS]

@Smate27 any luck with you refund?