In a new twist on an old problem with stolen Apple devices, a thief successfully convinced the Apple Store to swap a stolen iPad 2 for a new device with a different serial number, after which Apple refused to help the victim of the crime. iLounge reader Dan Chang says that he purchased a black 64GB iPad 2 with Wi-Fi + 3G from the Apple Store Tysons Corner in May, and the device was stolen less than a week later. Chang filed a police report and was told that the iPad’s serial number would show up as a stolen item if sold to a pawn shop. On June 6, Chang used Apple’s Service and Repair tool to check the serial number of the stolen iPad, and received the following message: “We’re sorry, but this is a serial number for a product that has been replaced… If your information is correct, you may need to contact us.”
Chang followed the instructions and contacted Apple Customer Service, providing the company with his serial number. Apple confirmed that the iPad 2 had been replaced at another local Apple Store based on a battery-related complaint, and told Chang to visit the Store in person to discuss the matter. During his visit, the manager told Chang that she was not responsible for his stolen iPad, and told him to call Apple Customer Service, which he had already done.
Again following instructions, Chang was told that the iPad had been “recycled” and was no longer traceable; further, the representative said that Apple was not responsible for the stolen item, and that he should contact the police to try and catch the thief. In the end, Chang ended up without his $870 iPad 2, which he says he will not be replacing with another iPad or any other Apple product. He says he wishes that the thief had taken the stolen iPad to a pawn shop, where at least it could have been reclaimed thanks to the serial number tracking system, instead of to an Apple Store, where it was accepted with no questions asked and with no recourse available to the victim. The absence of a simple online Apple tool enabling users to report the loss or theft of their devices is at least partially to blame for this problem.