• Apple Has User's Stolen Phone, Won't Give It Back

    A Consumerist reader named "Alisa" was on a subway in Brooklyn, New York before Christmas when a thief stole several pieces of personal property, including her iPhone. She didn't go to the police, she says, because she would have had to take the same subway to a precinct over an hour away. On a cold night, she’d have had to go through books of pictures trying to identify the thief even though she didn’t get a good look at him. It all seemed too big of a hassle to her, since she had a final exam the next day anyway, so she didn’t file the police report.

    Alisa went out and bought a Blackberry and moved on with her life. But right before the New Year, she suddenly received some unexpected news that led her to believe she might see her iPhone again, when she got an e-mail from Apple.

    Anyways, fast forward to yesterday when I get a email from Apple that someone had filed a request for a replacement phone due to a software malfunction from Apple CareService. I suspected that since I made an appointment with an Apple genius before, the Serial number on the phone was associated with my email. I called Apple to confirm this, after Apple and AT&T transferred me back and forth a few times I had the confirmation from the two companies the phone was mine , I had the address the service request was coming from (in the email) and a phone number (from an Apple rep).

    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.
    The New York City police do get involved in trying to help resolve the situation, though, and spend what appears to be quite a lot of time on the phone with Apple and AT&T corroborating her story. However, Apple sticks to their original response and insist that they're going to send the iPhone back to the person who requested the service.

    The officer spends about an hour on the phone with Apple telling them that once the current holder of the phone ships the phone back to Apple, they should ship me the replacement. He gets the same answer I got–they will not do anything, they do not care that the person who has the phone currently is using a stolen phone and is not using it with AT&T (AT&T confirmed the phone # I got from the Apple rep is NOT an AT&T number).
    It's completely understandable that the theft victim is frustrated and even outraged. However, it's difficult to fault Apple in this situation, as it seems like they'd have a hard time proving that Alisa's story is true. It does seem maddening, though: you get your phone stolen and the thief (or the guy who bought it from the thief) is getting warranty service on your purchase.

    image via thenextweb
  • Connect With Us

  • Twitter Box

  • Facebook