Hello folks!
I signed up in this forum because I have a BIG issue to be dealt with, and I hope that someone here can inform me about my rights as a customer and the obligations of Apple to take care of this issue.
First things first; this all happened in Austria, Vienna:
We've bought the new iPhone 5 at a t-Mobile store here in Vienna along with a third party insurance for almost everything (e.g. broken glass, water damage, etc.). As soon as we've set up the phone we've noticed that the home button isn't functioning how it should so we decided to call AppleCare to take care of the matter immediately, opposing t-Mobile who would only pack it up and send it to Apple which would leave us waiting for the phone for about 2-3 weeks.
So I paid around 30 for Apple to send us a refurbished iPhone and exchange it for the new one practically. I was informed that until my initial iPhone was sent back a certain amount of money would be held back on my credit card and would be released upon arrival.
OK, TNT employee brought the new iPhone, I set up the new one, put the old one back in the box and the box in the bag - and DIDN'T seal it - as instructed by the Apple form. Instantly called TNT that the package was ready, guy came back an hour later, furious to why I didn't give him the phone right away, snatched the bag out of my hand, told me to sign and ran off. :mad:
I didn't question anything that day, but I come to regret it now.
Three days later a mail from Apple arrives, saying that the phone didn't arrive and that the money would still be held back until it does.
Couple of days later I get a mail that the iPhone arrived, that the damage stated does not match the actual damage and that this case is out of customer warranty and that my credit card would be charged with the amount needed for the repair.
I was sent a picture of the phone which indicates a total broken display...
I'm being accused of sending it in such a damaged condition.
I've never authorized Apple of charging me with around 250 and I think it's only obvious that if I would have broken the phone I would redeem my already purchased insurance back at the provider instead of sending it to Apple, claiming that the home button is defunct when in reality the phone is totally demolished.
After several emails with Apple Support they told me I had to claim my refund with TNT, because Apple itself got the phone in a sealed package so they have to believe I'm the one who did the damage.
TNT on the other hand say that Apple are the only ones who are able to claim the insurance with TNT in the Netherlands...
The story is coming to and end, I'm running in circles and losing my nerve here... any thoughts? :(
Cheers
Loop
I signed up in this forum because I have a BIG issue to be dealt with, and I hope that someone here can inform me about my rights as a customer and the obligations of Apple to take care of this issue.
First things first; this all happened in Austria, Vienna:
We've bought the new iPhone 5 at a t-Mobile store here in Vienna along with a third party insurance for almost everything (e.g. broken glass, water damage, etc.). As soon as we've set up the phone we've noticed that the home button isn't functioning how it should so we decided to call AppleCare to take care of the matter immediately, opposing t-Mobile who would only pack it up and send it to Apple which would leave us waiting for the phone for about 2-3 weeks.
So I paid around 30 for Apple to send us a refurbished iPhone and exchange it for the new one practically. I was informed that until my initial iPhone was sent back a certain amount of money would be held back on my credit card and would be released upon arrival.
OK, TNT employee brought the new iPhone, I set up the new one, put the old one back in the box and the box in the bag - and DIDN'T seal it - as instructed by the Apple form. Instantly called TNT that the package was ready, guy came back an hour later, furious to why I didn't give him the phone right away, snatched the bag out of my hand, told me to sign and ran off. :mad:
I didn't question anything that day, but I come to regret it now.
Three days later a mail from Apple arrives, saying that the phone didn't arrive and that the money would still be held back until it does.
Couple of days later I get a mail that the iPhone arrived, that the damage stated does not match the actual damage and that this case is out of customer warranty and that my credit card would be charged with the amount needed for the repair.
I was sent a picture of the phone which indicates a total broken display...
I'm being accused of sending it in such a damaged condition.
I've never authorized Apple of charging me with around 250 and I think it's only obvious that if I would have broken the phone I would redeem my already purchased insurance back at the provider instead of sending it to Apple, claiming that the home button is defunct when in reality the phone is totally demolished.
After several emails with Apple Support they told me I had to claim my refund with TNT, because Apple itself got the phone in a sealed package so they have to believe I'm the one who did the damage.
TNT on the other hand say that Apple are the only ones who are able to claim the insurance with TNT in the Netherlands...
The story is coming to and end, I'm running in circles and losing my nerve here... any thoughts? :(
Cheers
Loop