You may want to review that Amazon return policy once more. Amazon only accepts returns of computers and tablets if they are unused in an unopened box or if they arrived defective, and reserves the right to charge a restocking fee. Except for Amazon devices of course, which can be returned for any reason at all.
Apple knows that they can treat us like garbage and we will still buy their products, and they act that way.
Then who’s the stupid one? You, apparently? Did you even consider the ignorance of your comment. If you really believe the diatribe you just unleashed then you’re the one with the problem. Moses floating in the reeds, move along to some other manufacturer. They can’t be that bad.
Once again we have one of those outlier stories that the media loves to jump on as the classic David vs Goliath. As if this sort of thing happens every day no matter who the participants. Then every aggrieved asshole jumps in with their own tragic tale. Shit happens, people. Apple, Microsoft, Google, Amazon, they all have similar tales. And we’re only hearing one side of the story of course. I’m not apologizing for what supposedly happened here but to extrapolate it into some giant shitstorm commentary about the evilness of Apple is just stupid.
I'm actually concerned it's about to happen again. I dropped off an item for return with UPS recently and Amazon already issued the refund, but the tracking number still says "label created" almost a week later. The instructions said that UPS would "pack and ship" the item, so I didn't box it back up. It sounded like it worked like their Kohl's drop offs. Sigh...
I've used the Amazon drop off at both Kohls and local UPS store. UPS store told me I couldn't use the tracking number to track the package, due to how they put all the Amazon returns in one box. The receipt they give is just proof that I dropped it off. It's nice to get the refund right away once the system acknowledges you've dropped it off.
I had a similar experience. FedEx lost my iPhone on return from an Apple Care repair. After disappearing a week it turned up for some unexplainable reason in HI. Took another 5 days to get to the mainland. Unhappy with how I'd been without my phone an extra two weeks (most of it not knowing if it would ever reappear) I followed up with Apple to get them to hold THEIR vendor responsible. Apple insisted they had to do an investigation. Of what they never could explain since the phone arrived and the tracking history told the story. They kept stiff arming me with an investigation that never ended. Never got any satisfaction. Only bad experience I've ever had with Apple. Make no mistake - FedEx is the absolute worst company.
You can always dispute the charge with the bank that underwrites the credit card.
Dispute what? This was a warranty repair four months after the purchase. Read the article next time.
The issue is not with warranty , Apple sent them the replacement asap. Issue was with the return. I think there is info here that is unclear, if this was dropped as the FedEx store, there should be a receipt . No mention of the receipt show to Apple. If there was a receipt shown, I don’t think there would be an issue.
I think likely there was no tech of FedEx even receiving the package because if it was lost in transit, it would be clear to Apple . But I think the issue here is there is no trail.
this can only mean package was stolen by FedEx clerk before scan or customer never gave it to FedEx and this is what the hold up was
Companies do this all the time but in this situation it’s obviously FedEx’s fault. Looks like an employee stole the package.
Did you read the article? Sure, FedEx lost the package, but it was Apple that gave the wrong advice and made the customer ring around in circles to get a refund they were entitled to.
Seems very odd that Apple would agree to not hold FedEx liable for packages heading to Apple on Apple's account. I wonder where that came from.
It comes from the huge discount Apple gets when negotiating the contract to have FedEx ship their packages.
Apple doesn’t typically insure their stuff since it’s better on the balance sheet to show a loss and replace the item than use insurance.
I’m surprised that FedEx even talked to the customer since he wasn’t the shipper. Apple was by using the label already filled out in the box. This is where a lot of people get frustrated, when the shipper shares the tracking number and the packages goes missing or ends up rerouted somewhere. Since you are not the shipper, you can’t do a whole lot. The shipper has to initiate an investigation to trace where the hell it went.
You can always dispute the charge with the bank that underwrites the credit card.
Dispute what? This was a warranty repair four months after the purchase. Read the article next time.
Dispute the charge that Apple never received the item since the shipper and the receiver WAS Apple and the customers liability is limited to NOT returning the device and not to make sure that the package gets to Apple’s dock once it has left the hands of the customer.
Apple knows that they can treat us like garbage and we will still buy their products, and they act that way.
Then who’s the stupid one? You, apparently? Did you even consider the ignorance of your comment. If you really believe the diatribe you just unleashed then you’re the one with the problem. Moses floating in the reeds, move along to some other manufacturer. They can’t be that bad.
Once again we have one of those outlier stories that the media loves to jump on as the classic David vs Goliath. As if this sort of thing happens every day no matter who the participants. Then every aggrieved asshole jumps in with their own tragic tale. Shit happens, people. Apple, Microsoft, Google, Amazon, they all have similar tales. And we’re only hearing one side of the story of course. I’m not apologizing for what supposedly happened here but to extrapolate it into some giant shitstorm commentary about the evilness of Apple is just stupid.
I feel for the guy stuck in the middle, but asking Apple to "do something to make up the issue" and then demanding a high end product smacks of entitlement to me.
I feel for the guy stuck in the middle, but asking Apple to "do something to make up the issue" and then demanding a high end product smacks of entitlement to me.
It does negate any empathy from Apple and the public, unless the customer can show how this screw up by Apple has harmed him to the equivalent of what an iPad Pro would cost.
Apple can be reasonable if you know how to speak to their employees. He could have asked to see if they could heavily discount a refurbished iPad Pro, but I seriously doubt that his legal claim could be the amount of an iPad Pro.
isn't it this fall under mailbox rule? apple shouldn't have to response for the lost, someone at FedEx stole the goods and try to get away with it.
The article says that Fedex and Apple have a special contract whereby Apple is responsible for Fedex losses. Are you saying Apple and Fedex shouldn't be allowed to have such a contract?
I feel for the guy stuck in the middle, but asking Apple to "do something to make up the issue" and then demanding a high end product smacks of entitlement to me.
Meh, if Apple were to do the same to me and piss me off then I'd be pushing them for recompense too. No sense in lowballing it.
You can always dispute the charge with the bank that underwrites the credit card.
Dispute what? This was a warranty repair four months after the purchase. Read the article next time.
As long as he has proof that he followed the instructions such as having a receipt/tracking number for his RMA he can just dispute the charge with the bank. The bank will then investigate the charge. If Apple and Fed Ex can’t find the package it is their problem.
This was my thought as well. "I have a receipt from FedEx that says I complied with your instructions. Your beef is with FedEx, not me."
I'm actually concerned it's about to happen again. I dropped off an item for return with UPS recently and Amazon already issued the refund, but the tracking number still says "label created" almost a week later. The instructions said that UPS would "pack and ship" the item, so I didn't box it back up. It sounded like it worked like their Kohl's drop offs. Sigh...
I've used the Amazon drop off at both Kohls and local UPS store. UPS store told me I couldn't use the tracking number to track the package, due to how they put all the Amazon returns in one box. The receipt they give is just proof that I dropped it off. It's nice to get the refund right away once the system acknowledges you've dropped it off.
Oh cool, thanks for that! Wish they had mentioned that detail to me... lol
Sadly, this is what Apple's customer service has become. Bad, all around. I remember the days when you could call customer service and get a caring human being. It's not THAT long ago. One of Apple's selling points was its customer service. Now, as described, you have to press numerous buttons, and still often don't end up in the right place. Or, worse, the chat lines - they ask you 15 questions over a 10 minute period, only to tell you that the chat doesn't handle your issue and you need to call. Or that you reached the wrong chat line and they transfer you to another one that says they are not the right place. The worst. I had a similar experience to what you describe when I mailed them a laptop I was trading in. Fedex (or UPS...I forget) said Apple got it - tracking showed it delivered to the right address. Apple said they didn't have any record of receiving it. It took me numerous calls with idiots on the other end who did nothing more than read me what appeared to be prepared statements, trying to just get rid of me rather than helping. Finally, I got someone who put in a "ticket" and they found it and refunded my money. Apple is all about profit and it doesn't give a ^%$* about customers anymore. Even their normal return period - its way too short. Say what you will about Amazon and Bezos, but Amazon makes returns easy, regardless of the price of the item. I love my iphone/ipad/MBPs, and they rarely need service. But, if I could get the equivalent from another company that doesn't stick it to the customers at every opportunity, I would switch in a second. Apple knows that they can treat us like garbage and we will still buy their products, and they act that way.
I would bet money that your attitude played into your situation based on your language here. While I've run into a few customer support reps that were not the most helpful, generally I've had great experience with their chat and phone customer support reps. Being polite, patient, and clear and communicative gets your issue escalated to the right people easily in most situations. My last exchange involved someone who gave me the wrong answer on dealing with a situation, and the senior Customer Relations rep I talked to later was very concerned about that, and I'm fairly certain that person got a talking to. They absolutely do care about support and customer relations.
I have a MacBook Pro in FedEx limbo for weeks now after being repaired by Apple. Their customer service reps are 100% useless on every level with regard to, well, anything. I will never ever call them again unless someone has a gun to my head. I keep getting tracking updates that seem to indicate something is happening but then nothing does, and both their website and apps and email notifications all tell me DIFFERENT INFORMATION including the entire shipping history, which is BONKERS. I'm seriously unimpressed with them on every level right now.
Initially when I chatted with Apple customer service, the rep told me to call FedEx first and talk to them. I did that twice, wanted to blow my brains out afterwards, and called Apple on the phone this time. It then got elevated to a very friendly Customer Relations rep who investigated the issue (on some level I may never know) and has just emailed me back saying they're sending me a replacement, and will let me know when it ships. I have no idea what exactly they're shipping, since my repair was a 2018 MBP — I guess I'll find out soon (or maybe July if they're sending me an Apple Silicon model lol). No idea if I'll ever see my original repaired MBP again, but that's fine since it wasn't a primary machine. Overall though, this is good customer service on Apple's end even though it's taking a while to resolve.
I’m in the exact same boat basically apple support and I shared my iPHone camera so she could help assistant me reinstall a os on my 2020 MacBook Air after days of trying she had me try dfu mode which bricked it completely she was nice enough to get me fully covered and get it fixed for free with no apple care plus they even fixed the screen and touchpad and speakers basically hooked me up for the trouble of loosing everything after the weekend of her begging for a credit and to help me for free she calls Monday morning and says all the great news sends me a box the next day by Wednesday it was at apple and fixed and shipped the same day due to be back Thursday morning except it was never delivered says that it was and that I signed for it as well I pull up the camera feeds watch it with apple who was hard af to find a guy that contacts fedex and starts the case a week later he calls back says yup driver never got a signature and has no proof he went to my town at all so now we’re giving you the new m1 upgrade for all the hassle I’ll call you in a week to give the tracking to you he calls in a week no tracking he said he’ll call by Wednesday ccalls again says he don’t know why they haven’t shipped I’ll call back Saturday cept no call back this time another week goes by no call now I can’t find anything about my case at all it’s gone
I’m in the exact same boat basically apple support and I shared my iPHone camera so she could help assistant me reinstall a os on my 2020 MacBook Air after days of trying she had me try dfu mode which bricked it completely she was nice enough to get me fully covered and get it fixed for free with no apple care plus they even fixed the screen and touchpad and speakers basically hooked me up for the trouble of loosing everything after the weekend of her begging for a credit and to help me for free she calls Monday morning and says all the great news sends me a box the next day by Wednesday it was at apple and fixed and shipped the same day due to be back Thursday morning except it was never delivered says that it was and that I signed for it as well I pull up the camera feeds watch it with apple who was hard af to find a guy that contacts fedex and starts the case a week later he calls back says yup driver never got a signature and has no proof he went to my town at all so now we’re giving you the new m1 upgrade for all the hassle I’ll call you in a week to give the tracking to you he calls in a week no tracking he said he’ll call by Wednesday ccalls again says he don’t know why they haven’t shipped I’ll call back Saturday cept no call back this time another week goes by no call now I can’t find anything about my case at all it’s gone
It’s probably with all of your punctuation somewhere.
Comments
Fedex replaced it.
Once again we have one of those outlier stories that the media loves to jump on as the classic David vs Goliath. As if this sort of thing happens every day no matter who the participants. Then every aggrieved asshole jumps in with their own tragic tale. Shit happens, people. Apple, Microsoft, Google, Amazon, they all have similar tales. And we’re only hearing one side of the story of course. I’m not apologizing for what supposedly happened here but to extrapolate it into some giant shitstorm commentary about the evilness of Apple is just stupid.
I think likely there was no tech of FedEx even receiving the package because if it was lost in transit, it would be clear to Apple . But I think the issue here is there is no trail.
this can only mean package was stolen by FedEx clerk before scan or customer never gave it to FedEx and this is what the hold up was
trace where the hell it went.
This was my thought as well. "I have a receipt from FedEx that says I complied with your instructions. Your beef is with FedEx, not me."
Oh cool, thanks for that! Wish they had mentioned that detail to me... lol
Initially when I chatted with Apple customer service, the rep told me to call FedEx first and talk to them. I did that twice, wanted to blow my brains out afterwards, and called Apple on the phone this time. It then got elevated to a very friendly Customer Relations rep who investigated the issue (on some level I may never know) and has just emailed me back saying they're sending me a replacement, and will let me know when it ships. I have no idea what exactly they're shipping, since my repair was a 2018 MBP — I guess I'll find out soon (or maybe July if they're sending me an Apple Silicon model lol). No idea if I'll ever see my original repaired MBP again, but that's fine since it wasn't a primary machine. Overall though, this is good customer service on Apple's end even though it's taking a while to resolve.