Originally Posted by Alisax
A)I have a police report
B) apple never said "not with out a police report".. in fact they never asked for one. I told them there is a report and the answer I got was: We believe you and we're sorry that you were robbed but we don't really care.
C) I dont blame Apple for not giving me back the phone, I get that they have policies..but I don't think its unreasonable to change the policies considering the situation. I'm sure plenty of stolen iPhones have made their way through Apple at one point or another. It really cant be that difficult to flag a serial number that has been proven stolen (via whatever the deem to be valid proof) And set up some sort of procedure to deal with this, especially since neither Apple or AT&T offers insurance.
If you're the person from the story, your response here is JUST as inconsistent as your story to Apple, and you would appear to me... to be wasting their time, and asking THEM to go out on a limb to help you, when you did not help yourself. For instance, this WHOLE PARAGRAPH in the article is a justification that should never have been made. Reread it...
I'm so excited that I can get my phone back! Until the cops arrive at my house, they tell me that since I didn't file a police report they can't do anything. I didn’t file it because in order to file one, I would have had to go to a precinct downtown (like an hour away) look through books of pictures to try to ID the thief, whose face I only saw from the side for a millisecond. And really, what would a police report do for an iPhone that was stolen on a NYC subway a week before Christmas?
You clearly noted that a police report was a pain to go through, so that's why you never filed one. Above, you say "I have a police report"... which makes me think that you have a document that confirms that the police arrived at your house, documenting that you alleged a robbery. I question whether you're saying that you filed a report of a robbery, and whether you went down to the precinct and tried to identify the thief, etc.
Here's a quick test. Let's pretend Apple was an insurance company looking to reimburse you for stolen property. What would THEY need to prove you owned and lost property? A police report. This is what you lead off with with Apple (don't even get AT&T involved). If you lead off with some convoluted story about how you didn't have a police report, but now you kind of have one, and what's the difference, because your name is on the warranty... and here's a cop telling you I had my iPhone stolen... Come on.
Here's what you say:
1.) YOU: Hello. Recently I received an update that my iPhone was in for warranty repair. This phone was in fact reported stolen a week before Christmas. I have a police report that was filed, which I can fax along with my photo id, original receipt, AT&T bill and warranty information. Is there anything else you need in order for me to re-acquire my phone?
2.) APPLE CS: Hold on.
3.) APPLE CS: I'm sorry, I'm not sure we can help you.
4.) YOU: I need to speak to your manager.
5.) YOU: Hello. Recently I received an update that my iPhone was in for warranty repair. This phone was in fact reported stolen on Christmas day. I have a police report that was filed, which I can fax along with my photo id, original receipt, and AT&T bill and warranty information. Is there anything else you need in order for me to re-acquire my phone?
6.) APPLE CS: Ok, sorry for your trouble. Yes, that sounds perfectly fine. Please fax this information to our customer support fax number at 781-555-6667. We will need to confirm the police report you send with the local precinct. Also, we would still need to send the repaired phone back to the New York Apple store, but we will require photo id before it can be picked up.
7.) YOU: Sounds good.
I can promise you the story would have ended differently if you just followed the steps above. Live and learn.
If the "thief" or someone they sold it to ever showed up at the Apple store to pick it up?
1.) Hi, I'm here about my iPhone. I send it into repair two weeks ago, but I haven't heard back.
2.) Hold on.
3.) Ok, I'm sorry, but that device was reported stolen. We can give you the precinct the police report was filed at for more information.
4.) W-what? But I got that iPhone for Christmas from my boyfriend!
5.) I'm sorry, we can't help you.
6.) This is OUTRAGEOUS!