A post on 9to5Mac lead me to see a pattern out of what I thought was a one-time issue. So I dug a little deeper. The internet is full of reports claiming they traded in their old iPhone to Apple to recycle for credit, but the package either never arrived to Apple or arrived empty. This is exactly what I experienced with my own disastrous upgrade from my iPhone 13 mini to the best iPhone you could get from Apple until mid-September, the iPhone 13 mini. I packaged up my iPhone using the box Apple sent me, applied the return label, taped it shut using their provided sticker, and handed it directly to a FedEx delivery person. From there, I tracked it, because I needed that refund. FedEx showed they delivered the package, and that was the end of it… so I thought.
That night I receive an email from Apple claiming they received an empty box. Thanks to having anxiety and over-protective parents, I trust no one. I confirmed the email was legitimate, then showed Apple proof that I had packaged up my iPhone, taped it up properly, and sent it out. Photos and videos with timestamps proving my case. That package had an iPhone in it when I shipped it, and I proved that.
I’m normally not that paranoid. I’ve done a few returns over the past month without issue or going to this length. But I had a gut feeling, and it turns out it was right. Return iPhones are a premium theft target. They are often in good condition, have been unlocked and wiped already, and can easily be re-sold. But is there more going on here? What if these aren’t thefts, what if Apple is to blame?
FedEx and the Human Problem?
When you’re returning an iPhone, Apple has you wipe the device. This enables them to clean it up and re-sell it as refurbished. However, it also disables any tracking, making the device perfect to just steal and re-sell. Many of these devices end up in other countries, where the originating nation’s carriers can’t easily mark them as stolen, and the device can continue to function. An iPhone can fetch a few hundred dollars, making it a potentially lucrative business. This means every person in FedEx’s chain knows a package is going to Apple, is about the size and weight of the iPhone, sounds like it has an iPhone in the box, and knows the device is completely unlocked. They also know it would be difficult to prove who took the device along that chain of employees. That makes it a perfect theft target.
A “Return Mode” Could Help
Apple could introduce a “return mode.” This would reset the device, but still allow Apple to track it using the Find My network. They’d be able to see where it is along its journey, and perform a full reset once it’s in their possession. Apple could use this mode exclusively for devices that have been marked as being traded in to Apple. It could add some confusion to the process, but also would enable Apple to track any lost or stolen iPhone that’s returned to them.
Mishandling a Bad Box?
While theft is a likely consideration, there’s another—less sinister—possibility. The box Apple gave me was horrible. In the past, trade-in boxes have features a plastic layer that was pulled tight over the iPhone. This plastic layer could potentially be re-used, but most likely would become waste. That’s probably why Apple abandoned it. However, instead of replacing it with a cardboard enclosure that could protect the device, Apple just provided a folding box that allows the iPhone to slide around inside. What’s worse for the environment? A device being broken and becoming waste, or a bit of plastic? I can’t say, but it likely isn’t an “either-or” issue. Apple could make a folding cardboard box that better holds the iPhone. My device shook in the box. This is how I was able to prove it was still in the box before I handed it off. Not only is it a big “steal me” indicator, proving the box contains an iPhone, it also could allow the iPhone to potentially move around and shake enough to potentially break out of the box or suffer damage. It’s a terrible box.
The box is made worse with the sticker that seals it. This is a small sticker for the outside of the box. The sticker doesn’t feel as strong as packaging tape, and is quite small. The box doesn’t have a clever way of sealing that makes the sticker less necessary. It would be easy for the sticker to break off, especially with the iPhone inside being completely loose, and the iPhone to end up on a sorting room or vehicle floor, never making it to its destination.
Basically, Apple could have a theft problem, but they definitely have a packaging problem, and that could be a more simple answer.
Issue Resolution
For me, the issue was resolved quickly. I sent in videos to Apple proving I had packaged up an iPhone, showing the way it was sealed, and photos from immediately before I handed the phone off to FedEx. The timestamps and video proved I had indeed returned my iPhone, and FedEx was responsible for “losing” the phone. Apple verified my response quickly and sent the trade-in payment. Not everyone has been so lucky, but Apple seems to largely work with customers to resolve the issue without charging them or keeping their loans open. In many ways, it seems Apple is dealing with the costs of this screw-up, whether it’s on the part of FedEx or Apple. That’s good news for consumers, but Apple may want to re-think their strategy.