Customs killed my 24" iMac

[odedia]

I ordered a 24" iMac from the states. When it got to my country, the customs decided to give it a physical examination to check the contents of the package. They treated it so badly that by the time I got the computer, it doesn't work. The keyboard was thrown against the screen, the Styrofoam was literally shredded into pieces, and the computer was dangling from side to side during the transportation.

Now I have to start a lawsuit with DHL, who was the carrier responsible for taking care of the package. This sucks big time.

Edit: See pictures below.

Oded S.

[Photo Monkey]

That really sucks. Have you rung Apple about it?

Are you sure it's DHL's problem though? If your customs are the ones who made the damage, DHL aren't responsible for that. Which country are you in?

[iGary]

I ordered a 24" iMac from the states. When it got to my country, the customs decided to give it a physical examination to check the contents of the package. They treated it so badly that by the time I got the computer, it doesn't work. The keyboard was thrown against the screen, the Styrofoam was literally shredded into pieces, and the computer was dangling from side to side during the transportation.

Now I have to start a lawsuit with DHL, who was the carrier responsible for taking care of the package. This sucks big time.

Oded S.

Did you call DHL immediately when you got it?

[Am3822]

Hm. I had no idea that you could ship from the Apple store to your country. Isn't there any sort of insurance from DHL?

[odedia]

There's insurance from DHL. It's their responsibility because a DHL representative must be next to the customs inspector during package inspection. I live in Israel. It's not Apple's fault, cause they sent the packaging properly. I got it shipped from MacMall.com, through a carrier in the states (there's an Israeli company in new jersey that does the shipping through DHL to Israel).

[Am3822]

As a point of interest -- will Yeda (Apple's only semi-official representative in Israel) honour Apple's warranty without any hassle?

I think that filing a complaint with the customs service would not be a bad move, either.

[odedia]

As a point of interest -- will Yeda (Apple's only semi-official representative in Israel) honour Apple's warranty without any hassle?

I think that filing a complaint with the customs service would not be a bad move, either.

donnu yet. I have to finish the matters with DHL before thinking about repairing it. They MIGHT honor it. AppleCare said they will, but Yeda is Yeda.

[Macnoviz]

I wouldn't start any lawsuits until you tried talking with the different parties. If all else fails, then start talking about lawsuits and such and such

[odedia]

I wouldn't start any lawsuits until you tried talking with the different parties. If all else fails, then start talking about lawsuits and such and such

I know. I filed a complaint and I'm waiting to hear from them.

[Dunepilot]

I feel for you. I hope it gets resolved soon.

[wchong]

aww dang. that sucks bad. hope it gets resolved asap. i can imagine how u're feeling right now

[freebooter]

Yeah, that sucks.

Try to remember, though, that adversity builds character. A platitude, yes, but a true one.

Once the matter is resolved (and it almost surely will be) you will appreciate your 24 inches all the more. And you will know how to fix this kind of problem.

[PodHead]

Ouch!!:eek:

Tough break man. Hope you get this straightened out.

[Poff]

doesn't sound good. hope you get it sorted out! :)

[Dunepilot]

Oh yes - one piece of advice. Document who you speak to and at what time meticulously in case you need to send a nasty letter at some point. Asking people for their names when trying to get something dealt-with often encourages them to take more responsibility for your problem as well. It's amazing how that works.

[Killyp]

Oh yes - one piece of advice. Document who you speak to and at what time meticulously in case you need to send a nasty letter at some point.

That's not really the best of ideas is it? Just send them a really nice letter with some pretty sinister undertones...

Good luck to the OP, I'd find that really distressing if they damaged something which belongs to me...

[Dunepilot]

That's not really the best of ideas is it? Just send them a really nice letter with some pretty sinister undertones...

Good luck to the OP, I'd find that really distressing if they damaged something which belongs to me...

Heh. Got to love the sinister undertones. That brings to mind one of my favourite posts ever about the millionaire spammer, here (http://it.slashdot.org/comments.pl?sid=45801&cid=4733217) at Slashdot.

[dmw007]

Sorry to hear about what happened to your iMac odedia. :(

[trudd]

is DHL the right party to deal with? I can \ see them pointing the finger at customs, who will point it back in DHL. Maybe it's just in my head. Either way, keep us posted.

[odedia]

Figured some folks here might want some pictures for reference, so here they are.

http://static.flickr.com/99/302728247_af3bba135e.jpg
http://static.flickr.com/111/302728342_7b2318d144.jpg
http://static.flickr.com/122/302728454_b769c8d0ef.jpg
http://static.flickr.com/113/302728544_9f70df1ade.jpg
http://static.flickr.com/113/302728728_0f6c92e41d.jpg
http://static.flickr.com/107/302728827_ef3b17d749.jpg

[odedia]

More...

http://static.flickr.com/112/302728931_d9cdb96781.jpg
http://static.flickr.com/115/302728997_838cf5306d.jpg
http://static.flickr.com/100/302729063_74bd7c415e.jpg
http://static.flickr.com/117/302729194_37d4af8603.jpg
http://static.flickr.com/109/302729415_0cde865966.jpg
http://static.flickr.com/99/302729486_3bab7ccd99.jpg
http://static.flickr.com/111/302729626_c4367f26da.jpg
http://static.flickr.com/100/302729701_02d554a706.jpg
http://static.flickr.com/118/302729751_7918604cdb.jpg
http://static.flickr.com/113/302729823_51d11a72a3.jpg

[Gurutech]

More...
holy moly!

:eek:

You've got the worst custom + shipping carrier

[odedia]

holy moly!

:eek:

You've got the worst custom + shipping carrier

the shipping carrier is DHL. I recommend to everyone to consider working with them in the future.

[JMax1]

When I ordered my iMac a few months ago, I was watching it carefully on the FedEx tracking online. I noticed that it had sat on the truck for a number of days without being delivered. I was having it delivered to my job so it wasn't because no one was around to pick it up. I was so fed up with it I called Apple to see what they could do. The Apple Rep kindly called the FedEx guy and I'm pretty sure the truck driver got reemed a new hole for being so slow. This is evidenced by the fact that the local FedEx manager delivered it herself in her own car, and she seemed not at all happy that her reigns were pulled by a "geeky mac guy."

I'm hoping Apple will help you out. They do a lot of business with DHL and it would be a shame for DHL to lose out on that business.

[odedia]

I should be getting an official reply on this matter any day now, and I would appreciate some feedback from everyone.

If I got it right, they'd probably offer:

1. a refund on damages, or full refund in exchange for the package
2. a refund on the shipping costs (which were high due to them being international)
3. free shipping on my next order (as if I'll ever order from them again...)
4. a 20$ compensation per kg. The package was 20kg, so that brings it to about 400$ in compensation.

What do you think?

Oded S.

[RedTomato]

I'd be pretty pissed off if it happened to me too.

Like the guy says, document all your calls, letters, etc, write down names, times, length of call, photocopies of letters etc.

The keyboard seems fixable, the loose caps will go back on easily, but I have no idea what the hardware error is indicating.

Anyone know what that code means?

At a first guess, I'd say some cards have come a bit loose as a result of that banging about. If it was a desktop PC, I'd open up the chassis and reseat everything, but as it's an iMac, I wouldn't touch it.

Bit surprised, as the screen seems in perfect condition, no cracks or scratches, and that's usually the bit that get broken first.

[odedia]

I know, I was shocked about the screen too, but who knows what damage was done to it in the long run? the keyboard was pressed hard against it, and so was that cardboard.

What happened was that the genius at the customers office opened the package from the wrong side and then took the computer out, and then "dug" her way through the cardboards to get to the user's manual. then she just threw everything to the other package (with the iPod, which is okay BTW), and then put the computer and keyboard back to the big packaging.

Oded S.

[wmmk]

Man, apple should really put some retail stores in Israel! I mean, it's the tech capital of the middle east, and all of the Core 2 Duo processors (well, at least merom) were engineered at intel's labs in Haifa!

[RichardJohn]

I thought America was capital of the middle east? :p

[odedia]

Update:

DHL payed up, The computer was fixed, all's well in Apple land :D .

Man, that was some ride...

[theheadguy]

1. a refund on damages, or full refund in exchange for the package
2. a refund on the shipping costs (which were high due to them being international)
3. free shipping on my next order (as if I'll ever order from them again...)
4. a 20$ compensation per kg. The package was 20kg, so that brings it to about 400$ in compensation.


Number 3 << I'm confused, so because customs hurt your package you would never order from them again?

Glad to see you got a working iMac!

[Pressure]

Update:

DHL payed up, The computer was fixed, all's well in Apple land :D .

Man, that was some ride...

Good news, hope both parts are satisfied with that solution. :)

[Cybergypsy]

Stothe CC payment and send it back..............

[sparkyms]

So it was fixed... AND you got your $$s back?

If so nice going!

[queshy]

Jeez, that's terrible! Not apple's fault, but hopefully they will still take care of it. keep us updated...good luck

[topgunn]

Jeez, that's terrible! Not apple's fault, but hopefully they will still take care of it. keep us updated...good luck
Uhhhh...see above.

[djstarrock]

You made money thats pretty good.

[WolfHook]

Those pictures are shocking.

What on earth were the customs officials looking for? And to just throw it back into the box anyway it fits is an insult.

I am the type to fly off the handle at the smallest thing and I would of gone nuts if that had turned up on my doorstep. I'm glad you nailed them to the wall and got your money back.

[Konradx]

How could anyone treat an iMac like that?! So glad it turned out okay, though they should have paid for the time and hassle they caused.

[CanadaRAM]

I should be getting an official reply on this matter any day now, and I would appreciate some feedback from everyone.

If I got it right, they'd probably offer:

1. a refund on damages, or full refund in exchange for the package
2. a refund on the shipping costs (which were high due to them being international)
3. free shipping on my next order (as if I'll ever order from them again...)
4. a 20$ compensation per kg. The package was 20kg, so that brings it to about 400$ in compensation.

What do you think?

Oded S.
I have never before heard of someone getting any monetary compensation (#4) above the insured amount of the package and shipping.

[yg17]

Update:

DHL payed up, The computer was fixed, all's well in Apple land :D .

Man, that was some ride...

good god, did it really take them 4 months to settle this?

Anyways, glad to hear you finally got your Mac fixed, even if it took an eternity