My iphone 4 was stolen from me on January 20th. After making a claim with my insurance company the claim was eventually declined based on the fact the phone had been 'replaced' by Apple and could therefore be fraudulent. I wasn't sure what this meant and was advised to contact Apple.
On doing so the Apple employee informed me that my stolen phone (which had been barred and reported to the police immediately) had been replaced in an official Apple retail store. This was obviously not done by myself and was done by whoever had stolen my phone. Trying to get through to anyone to explain this point, let alone get a straight answer or have someone act on this has been extremely difficult, nigh on impossible.
On my 1st correspondence with Apple on 19.00 on the 2nd Feb, I called and was informed of situation re stolen phone being replaced at an Apple store (I was not told which one). On asking what Apple was prepared to do I was told I should have a lawyer contact the Apple fraud department. I explained that wasnt really a viable option or suitable outcome and wanted to speak to the fraud department myself. I was subsequently placed on hold and eventually was hung up on / cut off by the adviser. Total call length 30 mins, no solution.
The next day I tried again. My 2nd correspondence with Apple occured at 13.00 on 3rd Feb. I called and re-informed the adviser of the situation. I was placed on hold for at least 15 minutes whilst call adviser spoke to their manager / superior. This time I was told the location where replacement occurred and the date but was offered no more explanation as to why and how this could happen. I explained that this had voided my insurance and I expected Apple to replace my phone as a result of this. I was informed this would not be the case and the adviser had done all she could, even going so far as to say "it was not Apple's fault my phone was stolen in the first place". On asking to speak to a decision maker / supervisor and I was placed on hold for at least 20mins, probably longer. Eventually I hung up as I was quite obviously being ignored by Apple adviser who no longer wanted to deal with issue.
I am a regular user (and strong advocate) of Apple products and have had ipods / iphones and mac computers of the years. I have previously found Apple's service good. However, their inability to accept responsibility for causing an issue which is quite clearly their fault has left me shocked and speechless. I will endeavour to chase this up until some action is taken and I am given an explanation but fear repeats of being ignored and derided.