[incadenza]

A somewhat similar thing just happened to me with Apple. I did an AppleCare express replacement for an iPhone (swapped out my old, damaged phone for a new one via mail). Fedex then proceeds to lose my phone for about three months. No tracking information, nothing.

Three months after mailing it back, Apple said they received the phone and then proceed to charge me the full price for the phone, as they say they will do when you don't return the old device. Bear in mind that nobody at Apple or Fedex contacted me in those three months to say that the phone was due, or anything was amiss.

Now, I was in the position of being charged over $1000 for a phone they acknowledged that they were in the possession of. I went through many (10 or so) rounds of phone support. In a few cases, the higher up support people refused to hear my case. I finally disputed the charge with the credit card and after a while, my claim was approved.

Long story short, never shopping with them again.