Hi guys, Just a follow up. UPS security have concluded their investigation. After reviewing surveillance video they only saw a letter coming off the vehicle. This was then delivered to Apple. Or at least, that's what I was told by them. Apple were never at fault. it seems somewhere between being picked up from my property to their depot, the shipping label was swapped. On Monday they were going to interview the driver and let me know on Tuesday. They advised that it was a long standing employee with a spotless record and he would most likely lose his job. They called on Tuesday to advise they had finished their interview with the driver and would contact apple with the result on whether they admitted liability. They would not give any further details. I asked if it would go in my favour as we had kind of built up a bit of a rapport over the last couple of weeks of calls, but all she would say is "maybe" and that I should contact Apple later on that day. Offered their apologies for what had transpired and ended the call. I rang Apple support that evening and they had no note of any further communication, but that I should email their security team. I left it until this morning and emailed Apple security. I have just now received an emailed Order Confirmation for a replacement iMac. it seems UPS have admitted liability. Case closed. I thank you for all your help. Glad it didn't have to go as far as court, but what a horrible series of events. I do not envy anybody that has to go through this as it has affected my mental health. Best Regards Simon

SAR and Letter of Claim sent off today to Apple HQ in London. Have received a phone call today strangely from UPS securities team. It appears something nefarious has occurred at the UPS depot after a review of the CCTV when the vehicle was offloaded. I have been asked to email a timeline of what occurred as they are interviewing staff and are likely to get the police involved. After which they will be able to contact Apple, who apparently can obtain a location of the iMac when it was loaded up/ last online, but are unwilling to do that without a police investigation due to GDPR. This is getting a little messy now as I am (a) awaiting contact from Barclays Finance re the section 75 against the loan, and (b) have submitted a letter of claim to Apple.

Thanks - Just found that also

I assume i should send to their registered UK address as per companies house in that case?

It was finance that Apple offer via Barclays to pay over x amount of months. Here is my letter of claim: Apple Distribution International Ltd Hollyhill Industrial Estate Hollyhill Cork Republic of Ireland 15th February 2024 Dear Sir/Madam WEB ORDER NUMBER: xxxxxxxxxxxxx Apple ID: xxxxxxxxxxxxxxx With reference to the above order number which was delivered on January 9th 2024. The item was diagnosed to be faulty at your Apple Genius Bar in Solihull on 17th January 2024 and the staff at the Genius Bar logged the result against the order. I requested a return/replacement on the same day and the iMac along with keyboard, mouse and accessories was collected by your delivery agent UPS on 18th January 2024. It appears the item collected by UPS was either lost or stolen en route to yourselves. I have evidence of collection from UPS that the item was collected on 18th January 2024 and video evidence from the UPS driver admitting that he collected the iMac. A subsequent investigation by yourselves resulted in the case being closed will nil refund or replacement offered to myself. I DO NOT accept this result. This is clearly a matter that needs to be resolved between yourselves and your delivery agent, UPS. I therefore exercise my rights under the consumer rights act 2015 which stipulates that if a fault occurs with 30 days, I have the right to reject and to receive a full refund. The fault diagnosis recorded by Apple staff at your Genius Bar in Solihull on 17th January 2024. I also exercise my rights under the Distance Selling Regulations to a full refund as the item was returned within the default 14 day cooling-off period. Order value: £1999.00 Finance charge: £101.34 Total refund: £ 2100.34 Failure to respond with an offer of a full refund by 29th February 2024 will result in me raising a claim via the County Court. Additional costs and interest will also be added to the claim Yours faithfully,

Hi I am writing the Letter of Claim now to Apple and will post it shortly before sending. In the letter, do I request the full payment of the item plus finance costs?

Thank you again for your assistance with this. I will read up on what is involved now and let you know how it goes in due course

Hi, I was just writing a timeline of events in an email to Barclays Partner Finance along with all images and video evidence. Here is a timeline of events: 9th January - iMac was delivered which I had ordered 23rd December Took me a few days to clean up and backup old iMac that was on its last legs. After setting up the new iMac and using it for a couple of days, I was not happy with the backlight bleed Iit was producing. 17th January - Called Apple Support to report a fault with the iMac - Was booked into Genius Bar in Solihull that same day - Took iMac to Genius bar and after diagnostics were run, was told it did not pass and that because the item was purchased online and with finance, they could not issue a replacement in store, but I should call Apple Care to arrange a replacement or refund. Results of the diagnostics were logged against the order. On my return I called Apple care and they advised they had arranged a return and I would be contacted by UPS at 22:48 that evening. At approx 23:00 I had not received an email, so I logged in to my Apple account and initiated a return against the order and was prompted to print out a Returns label. I did so and attached it to the packaged iMac - the iMac was packaged in its product box and the sides taped. 18th January - UPS driver came whilst I was out, even though I had requested a collection between 10:00 - 18:00 - He posted a returns label trough my door. 18th January approx 14:15 - UPS driver returned and said he popped in earlier as he was passing, but due to me requesting collection after 10:00 he came back - He said it was ok to use the label I had printed and attached, as the label he had posted through the ltter box only had a weight of 2kg on it, whereas the one I had printed/attached had 11kg. I queried that the address was slightly different but he said it was ok as it was an Apple depot. He scanned what I assumed was the label I had attached, but I cannot be 100% certain. After a few days of no update on my Apple account I called Apple Support to find out what was happening and they advised nothing had been received yet. On or around 22nd January I received a call from Apple who were investigating the return and was advised that they had received an empty box. I also received an email asking for particulars of what was returned, which courier, a description of the driver. I responded to that email and attached a photo and video of the driver collecting. I kept calling Apple Support every couple of days to find out how the investigation was going. Each time I was told not to worry it would be sorted out. They could not or would not give me the tracking number of the tracking label I had printed from my online account. I am sure something like that is logged against my account. On 31st January I received an email from apple, similar email to the previous one, asking me to confirm details of what was returned, who collected it etc. Basically a duplicate of one I had previously replied to. I again replied with the same information as before. I called Apple Support to query why I had been sent this request a second time. I was told it happens sometimes. I also queried what tracking number and weight of the empty box they said they had received was and was advised the weight was 56 grams. The tracking number they gave me was the tracking number the driver hadn't used. On 2nd February I received an email from Apple advising they had concluded their investigation and I would not be getting a refund or replacement. I again called Apple Support but was told there is nothing they can do and I should contact the police. I contacted the police but was told to contact UPS. UPS advised I would get a call in 24 hours which never materialised. 3rd February I filed a claim on the UPS website. However, as it required a Tracking number, I could only enter the Tracking Number that was not used on the collected item 5th February I received a call from security at UPS Tamworth who was investigating due to this being a high value item. I was advised they had 5 days to investigate I was told this was separate to the claim I had put in but would liase with the claims department. Over the next few days a couple of emails and calls with UPS security dept where I had sent video of the driver collecting, I was advised they would check surveillance video of the vehicle being off loaded and would check the scan logs of the date and time the item was collected, as well as questioning the driver. 6th February, I was away from home when the UPS driver came to my address again. Fortunately I have a ring doorbell so was able to answer his ring. I questioned the driver who had brought with him a photocopy of the returns label that he had originally brought with him on the initial collection. I asked him to confirm that he had collected an iMac a couple of week ago from me, which he confirmed and said that it was probably lost. He posted the returns label through my door and left as there was nothing to collect. I emailed UPS security with this video and returns label. They called and advised they were still checking surveillance video and awaiting the scan logs. I have heard nothing since then from either UPS security or UPS Claims department despite numerous emails chasing the progress of the investigation.

It is Apple's Tech Support where they help with items purchased or test/check faulty items

Hi, The value of the item was £1999.00 As the return was initiated via my Apple online account, Apple presumably paid for the return and any insurance cover under a contract they have with UPS. I initially took the faulty iMac to a Genius Bar and they diagnosed it there and agreed it should be replaced (or refunded) but could not do so in store as it was an online purchase paid for by finance. The diagnosis was logged against my order which was all they could do. They told me to contact Applce Care to arrange to get it returned. -- I have just got off the phone with Barclays Partner Finance who have raised a section 75 against the finance and I will be contacted by their team for it to be investigated. I didn't even know this was an avenue open to me, so will pursue this for the time being. They asked me to obtain a crime reference number from the police, but the police, who I have just spoke with, said they cannot give me a crime reference number, as until UPS confirm the item simply isn't just lost, all they can give me is a log number. I'm hoping this is enough, because UPS are not replying to any emails I have sent. Thanks again for your assistance, I will update when I have learnt any more.

Thank you

My last phonecall to Apple, basically I was told to contact the Police - They will know what to do. Of course when ringing the police, they advised sorting it with UPS and that "Apple would say that ... blah"

So is it Apple I claim against or UPS ? Apologies, I am a little lost, and these last 2 weeks have caused me quite a lot of stress.

Now I am confused. Apple have basically washed their hands of it stating that they received an empty package. It seems that UPS have delivered "something" to Apple, using the label the driver brought with him and not my package with the printed label I attached. What's strange is the driver came to collect again with a photocopy of the label he originally brought. Definitely something nefarious going on and I am at a loss of what to do to solve this. My hopes were built up by UPS security person contacting me saying they would check surveillance video of the vehicle being offloaded with a description of the package collected and they would check driver logs for what was scanned. I am 99% sure he scanned the label on the package before he left.

Apple have denied my claim for a replacement or refund saying they received an empty box. So I have lost £2k ? The only proof I have is a confirmation that "an item" was collected - No reference other than Apple's Return Refernce