trade in - Brightstar keeps sending me the wrong Trade-in box

Hi community

I have ordered a new Mac studio and use trade-in to return my Mac Pro 2019. The Mac Pro 2019 have an excellent return value.

However, I have a huge frustration. I'm not able to return my Mac Pro 2019 to Apple/Brightstar. They keep sending me the wrong Trade-in kit for returning the Mac Pro 2019.

The first time Brightstar send me a trade-in kit for a Mac Pro 2013. YES a Mac Pro 2013.

In the trade-in kit the was a paper (support.apple.com/HT211152): "how to prepare the old Mac Pro 2013 (???) for returning".

Obviously a Mac Pro 2019 is much larger and heavier than a Mac Pro 2013.

I called Apple Help and the ordered a new trade-in kit for me. A trade-in kit for a Mac Pro 2019.

The second time Brightstar send me a ...... trade-in kit for a Mac Pro 2013 AGAIN. Wrong trade-in kit

I called Apple Help - and they contacted the senior department. Now I hoped Brigthstar understood that I wanted to return a Mac Pro 2019.

The third time Brightstar send med a new trade-in kit for a .... Mac Pro 2013 again again.

I called Apple Help again again and they would again contact the senior department.

The fourth time Brigthstar have learned the lesson, I thought.

They send me an empty box for returning an ..... iMac (support.apple.com/HT212301)

However, the trade-in box can contain the Mac Pro 2019, but there was notning to wrap around and protect the Mac Pro 2019.

Again I called Apple Help.

Nice lady - she understood my problem and called the senior department again again again to make them send a trade-in kit with protection for a Mac Pro 2019.

Today I got the fifth trade-in kit from Brightstar and again it is a trade-in kit for a ..... Mac Pro 2013.

And today Apple Help is closed due to Easter.

What is happening in the kingdom of Apple. Something is failing huge.

Any suggestions whom I can contact besides Apple Support. A trade-in/sales manager in Europe?

Kind regards

Ulf