iPhone not returned after depot repair

Question

Level 1

4 points

iPhone not returned after depot repair

Had given my iphone for repair 3 weeks ago at the store in UK. The staff said they had to send it to the depot for repair and that they would send it directly to my address within a week.

It's the 3rd week now and I still haven't received it. Called customer support after the estimated delivery date to check for an update since I didn't receive an email. They said the phone never reached the depot!

I guess this means the courier company lost it in transit or who knows what happened?!

Anyway, apple support escalated the case and I spoke to multiple senior advisors since they weren't updating me. They said the back office is investigating and they will contact me directly once they have an update. I'm calling them everyday, speaking to advisors and still nothing.

It's been 3 weeks and I'm not sure how long I need to keep waiting for AN UPDATE when I should be getting a phone replacement at this point! Can someone help??

[Re-Titled by Moderator]

Original Title: IPHONE REPAIR - NO PHONE OR RESOLUTION AFTER 3 WEEKS!

Posted on Sep 4, 2025 02:38 AM

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Answer 1

Ingo2711

Level 9

77,823 points

Sep 4, 2025 02:52 AM in response to rishs123

Sorry, but as we are all users here, just like you, we can't do anything about that or look into your personal data.

Did you also visit the store, where you initiated the repair? Was it an Apple Store or an Authorised Apple Service Provider?

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Answer 2

rishs123 Author

Level 1

4 points

Sep 4, 2025 03:27 AM in response to Ingo2711

Yes, I went again last week and they said they sent the phone already to the depot so they can't do anything and that apple support needs to look into it. Apple support checked with the depot and apparently they never received the phone...so it's something to do with the courier company. Think they lost it in transit which only apple can check since I don't have that info.

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Answer 3

Rudegar

Level 10

178,920 points

Sep 4, 2025 04:18 AM in response to rishs123

where I live then the sender get a signature of the carrier receiving the products and the receiver in terms get one from the carrier and between those 2 it's the carriers responsibility

have you tried to reach out to apples official supports about your options in terms of getting info about who has the responsibility currently?

Get Support (apple.com)

And or

Contact - Official Apple Support

And or

Contact - How to Contact Us - Apple

Or

Genius Bar Reservation and Apple Support Options - Apple

not sure if any of us here can provide you with more really is just being users like yourself

it's sort of going to a physical apple store and asking other customers their advice

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Answer 4

rishs123 Author

Level 1

4 points

Sep 4, 2025 07:38 AM in response to Rudegar

Yes, the case was escalated by the senior advisors and they said they are tracking the phone with the courier company that was supposed to send it to the depot.

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