Over the past several years, Apple has increasingly focused on its iPhone replacement program. By offering profitable replacement details, often in partnership with carriers, Apple can entice iPhone users to upgrade each year. However, this swap software has caused a number of troubles for users, and the situation doesn’t seem to be getting any better…
I’ve traded in a few iPhones for Apple over the years without a problem. However, this year I got an email about a week and a half after sending an email in my iPhone 13 Pro Max that the box had arrived at the Apple replacement facility, but there was nothing inside the box.
When we received your replacement kit, there was no hardware inside the box. If this was intended, or if you have already contacted us about this issue, ignore this email. Otherwise, it is important that you respond with the following information as soon as possible:
– The exact item(s) you placed inside the return package
– Detailed description of how the goods are packed and sealed inside
This is an email that no one wants to receive. The thought that you might suddenly be in trouble for the $700+ trade-in credit you received toward your new iPhone 14 Pro Max is exhausting. And sure enough, Apple shipped my card on file a day later for the $705 replacement value.
When I posted about this situation on Twitter, it quickly became apparent that this was a common problem. Countless iPhone buyers seem to get email like this every year, and this year’s iPhone 14 launch appears to be no different. A quick look at forums like Reddit reveals that this is a very common problem.
The good news is that in most cases, Apple solves this problem without much trouble. If you reply to the initial email, the company will “investigate” the situation and deposit the replacement amount into your account. However, there are cases where this is not the result. Either way, it’s a stressful situation that makes a customer less likely to buy an iPhone next year.
There is an obvious problem with the Apple iPhone Exchange Program process. The company relies heavily on third parties in critical aspects of this program, including UPS, FedEx Shipping, and other third parties to manage receipt and inventory of iPhones in circulation.
What most likely happens here is that somewhere between the time a customer drops the iPhone at the delivery company (like UPS in my case) and when it is picked up at the replacement facility, the iPhone is stolen from the box. Someone involved in the process opens the box, takes the iPhone, locks it back up, and ships it to its final destination as if nothing happened.
In response to my tweet, one of the most common suggestions was to simply avoid doing mail exchanges. Instead, people have suggested that you should always complete the exchange process at the Apple Store. This is an excellent tip if you live near an Apple Store. Many people, including myself, do not have this luxury. Trading in an iPhone aims to make the process of buying a new device as convenient as possible, and being able to mail it in is an essential part of that.
The best solution to this problem is for Apple to add some kind of ‘Commerce Mode’ to the iPhone. This could be the software mode you put your iPhone in before mailing it out and completing the swap. Most importantly, this mode can put your iPhone in Find My where you (and Apple) can track its progress toward the final commerce destination.
Have you ever encountered this problem? What is your experience with trading your iPhone for Apple? Let us know in the comments.
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