How is possible that Apple LOST my Iphone 5?

Question

Hi,
I sent the 4 of december my Iphone 5, who was a gift to apple care when after several probes, in the apple store and also by phone we cant configure it to use correctly. Then the customer service of Apple send me a box to put my iphone there and send it to Apple by Fedex, I followed all the steps that they wrote in the pappers that was inside the box and after went to the Fedex office to send it to repair. After a week without news about my Iphone 5 i call the customer service and they told me that the box arrived empty.... HOW?????????  Is incredible! but for my surprise when i went to the Fedex Office to ask the manager what is happening, he told me that some times it happens!!!!! INCREDIBLE!!!!! Im from Spain, living now in LA, and I never heard about that happen in my contry with this company!
Ok, I made a claim in fedex, and a really good manager of the customer service call me several times to try to help me, but for my surprise another guy who name is Frank Medrano send me several mails asking me for the purchase receipt, I try to explain him that it was a gift and my friend bouht it in internet, them we dont have this receipt..... But I tried to asked him that why when I called to put the Iphone in my name the first day that i had they take all my information, also serial number and EMEI, and also when I called to explain my problem about configuration they never asked me if i had the receipt purchase and only confirm with my the serial number of my phone, and my information to send it to repair?
Now this guy said that they close the claim and I lost my phone is my problem! INCREDIBLE!!!  Is this really a proceed for a company like Apple?
I have the pappers that came inside when appear clearly al the information of my Iphone 5, also I made a picture in Setings About to have with me a copy of my serial number and EMEI, and the most important the receipt that the phone was shipping by Fedex the Dec 4, at 6:04:25 from a Fedex Office in West Hollywood.
Im going now to make a police report and sure I´m going to the final of this case. But is really sad that a prestigiuos company as Apple have this behavior with her customers.
Probably anyone here can help me! But is good that all future customers who have a problem with his Apple products knows that the proceed and behavior that this compay has with hers customers.
Sorry if my expresions are not correct by English is not my language. Thanks

Answer 1

Hi,
Thanks for your answer, I understand that responsability is collateral because the box was sent by Apple, and they choose the company and the procedure. If I was the responsable sure im going to do a insurance package afor example. Why when you made the inssurance this things never happen?
Like a foreign that Im, is incredible that for you consider that this things happen in companies like FedEx... because in my country i never heard about that... But also the Manager of FedEx told me the same, with a really scared naturallity... not was surprised his face was like, OK another time!!! incredible!!! By the way I asked him about the things that you told me and he directed me to the Claim department of FedEx, also in the receipt apear the code of employee who manage the packaged, tracking number, date and office. He told me that they dont have more info for me!! I made a claim also in FedEx....
But my question here is... Why now Apple asked me for the receipt like a unique probe of i sent my iphone, when they could do it before i sent it.... My friend by the phone in internet like a gift for me, and is almost impossible get a receipt of purchase... but when he bought it we call to apple to know if the phone had a problem (like stolen, lost... etc) and they confirm that phone was clean, and they put it on my name with my information, the same day of the purchase.  Also in the apple store in the Beverly Center they check several times my phone to know what was the proble, and they had too my information again... Also when I called to apple care and they request to send it another time they get my information... but know when they dont have my iphone 5... now they ask for a probe of ownership... Sorry but this is not credible... And close a claim for this reason is only a easy proceed to dont explain what, where or who is the THIEFT!!!!