AIRPODS PRO 3 DELIVERY

[Stamford_1]

Hi

Ordered airpods pro 3 from yourselves and received them via DPD this morning. They arrived in a grey courier plastic bag that was already ripped open. The box was not sealed in anyway and had dirt marks on the box. Also when trying to pair them to my iPhone it is coming up with a message as per attached photo. Basically it says the owner of this item will be able to see it's location and also says you are connecting to an item that is already paired to someone else's Apple account   c*****@icloud. Is this correct or has somebody intercepted the delivery and swapped out the airpods. Looking at the serial number on my phone the case number is correct but I cannot read the ones on the actual ear pods to see if they are the same. Would appreciate anybody commenting if this is correct or not.

Thanks

Kev

[Katie_B · Accepted solution]

Good morning @Stamford_1. 

Welcome to the community. 

I am sorry to hear you have received your delivery with the bag open and the box not sealed. 

As you are having problems connecting your new Air Pods I'd recommend giving us a call and reporting this to our customer care team who can investigate this further. 

Please be sure to keep me updated here on the community. 

Katie

[Stamford_1]

Katie

I have reported this to your customer care team this morning who have raised a case.

I cannot connect them as they have been previously registered to somebody else and are therefore not new and need to be returned.

Thanks

[Katie_B]

Thanks for keeping us posted @Stamford_1. 

Katie