Over 30 days and counting on express replacement for iphone 16 pro 1tb

I opened an express replacement for an iphone 16 pro 1tb on Sept 13th. I got a handful of explanations on why it was running late. Everything from backorder to its in a que to ship, to potential issues at the warehouse.

Now 30 days out from then, its been escalated to customer relations and they have not been responding to emails, given me a clear path to a resolution, and have scheduled calls with me they never showed up to.

Ive called customer support and they are telling me there is now ay to get ahold of them and even with my coverage being active, a credit card authorization, and payment made for the replacement, my only course of action is to maid a letter to corporate to complain. Is there genuinely no path to holding customer relations accountable for this? I am in an endless loop with no way to find out what is going on.

Who holds customer relations accountable and how do I get ahold of them?

Posted on Oct 14, 2026 12:38 PM

1 reply

Jeff Donald

Level 9 (64,078 points)

Oct 14, 2026 2:39 PM in response to sammiecsammiec

Hi, Apple has internal means of holding Apple Support accountable. That’s not something anyone here can assist with.

Your path forward is to address an email to Apple’s new CEO Mr. Ternus. His email at Apple is publicly available through a simple Google search. However, it’s against community terms of service for me to share it.

You’ll receive either a phone call or email reply from the Executive Offices and they’ll be able to assist with a speedy resolution to the issue. Good luck.