iPhone Pro Max Broken Seal and fingerprints on it (DPD)

[Ivorydom]

I've seen this mentioned before here but I can't bump up the topic. 

I just received my iPhone 13 Pro Max today via DPD. 

As reported by others on this forum, the seal was completely broken and the phone had already fingerprints on the back and the sides. 

Clearly, the phone was opened and tampered with before sending it to me.

This is obviously a serious security issue- these phones hold all our personal information, credit cards, so it is unacceptable for a customer to receive an opened unit that has been tampered with. 

Given that I've already been waiting for almost a month for this to arrive, how does EE deal with this and why is it still happening since there were already reports about this from the end of September over here?

Could we get an official response, please? This is a very serious issue. I know that I should not use this phone whatever the case and it's already back in its box but another person might disregard this and start using an unsealed phone and this could be a serious security risk. 

[BrendonH]

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@AB_89 wrote:

@Shelleyaitkenso I managed to get a resolution…

the complaints team were absolutely abysmal, I wouldn’t bother with them at all. They’d accused me of tampering with the phone and said there was nothing proving that I didn’t mark up the phone myself - which made no sense as it would only mean that I would have to return the phone just to be back in a queue. They were rude, condescending and genuinely made me want to leave EE.

However, I spoke to the upgrades team (where I had originally purchased the phone) and they said they had spoke to their warehouse department who confirmed that every so often, phones are opened and checked for quality control, hence the broken seal, finger prints and mag safe marks on mine. The rep apologised, and said I could either have a £30 credit on my phone bill, or he could arrange for the phone to be collected and exchanged for a brand new device via DPD. 

my advice - speak to the upgrades/customer service team as opposed to complaints! 
Hope you get it sorted! 

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This sounds like a poor excuse in my opinion. There is no need for any network to open up brand new boxes for quality control. They are brand new boxes with brand new phones inside. 

It sounds more like someone ordered it didn't like it or ordered the wrong color and sent it back within their 14 day cooling off period and they happened to just ship it out to someone else (you in this case) These phones should have been put into the good as new category for online ordering.

And to the OP post about having personal information etc. Sorry but these are brand new phones there wouldn't be any information about you on there until you open it up and put your info in and log into you Apple account. This isn't linked to the phone before coming to you.