New Apple shipping policy a disaster...

[mark_wilkins]

OK, so I've been struggling to get my G5 working since its delivery in September. This has involved lots of shipping equipment back and forth.

On Friday, FedEx attempted delivery of a replacement Cinema Display HD, the latest thing to get swapped out. They left a door tag, so I went to go pick it up at the FedEx office.

When I got there, I discovered that Apple has, as of about a week ago, put in place new delivery requirements on everything they ship out that require (first) that only the named recipient can sign for a package, not an apartment manager or any other third party, and (second) that they are specifically forbidden from releasing the package over the counter at a FedEx location even to the named recipient.

Of course, since I have to go to work during the week, this makes it impossible to have anything delivered at home (since I won't be there) or at work (because receiving would have to sign for the package, not me, and the requirements apparently do not permit this.)

So, faced with this, I had to refuse delivery, and I'm waiting until Monday to see what happens next. The tier-2 tech support rep who's been handling my problems at Apple got an earful on his voice mail, so I guess I'll hear what he has to say on Monday.

-- Mark

[gbojim]

I'm wondering if a FedEx doc was filled out incorrectly. I also went to pick up an Apple delivery at FedEx on Friday because I was not at home when they attempted to deliver - they gave the package as usual.

Now that I think about it, I didn't even know it was possible to prevent an undelivered package from being picked up by the addressee.

[iJon]

I'm wondering if a FedEx doc was filled out incorrectly. I also went to pick up an Apple delivery at FedEx on Friday because I was not at home when they attempted to deliver - they gave the package as usual.

Now that I think about it, I didn't even know it was possible to prevent an undelivered package from being picked up by the addressee.
thats what i was thinking. but what i would do is have your stuff delivered to work. i have everything delivered to my parents business and it makes things much easier, someone always there to sign.

iJon

[Duff-Man]

Duff-Man says...yeah, that just sounds completely off, I mean, you can't even pick it up yourself with ID proving you really are "you"? Sounds like someone at FedEx (or Apple's shipping dept.) got something a little screwed up....oh yeah!

[Counterfit]

If Duff-man says so, it must be true! :D

[mark_wilkins]

I can't have it delivered to work. For one thing, it must be signed for by the named recipient, nobody else (and at work the receiving dept. signs for everything.)

For another, bulky 50 lb. computers and 20 lb. monitors are a bit much to expect our very busy receiving department to handle.

-- Mark

[iindigo]

FedEx just plain sucks. Use a reseller that uses UPS...

[Horrortaxi]

FedEx just plain sucks. Use a reseller that uses UPS...
UPS doesn't suck? At best you'll be working with the lesser of two evils--but imo FedEx is the better choice.

[mark_wilkins]

Anyway the FedEx folks were extremely clear that these restrictions were Apple's requirement, not theirs.

-- Mark

[Opteron]

If Duff-man says so, it must be true! :D

go Duff-man.
But this is really odd, something must be up.
I've never been a fan of getting delicate computer equiptment being sent through the general mail. You should organise to go into apple and pick the screen up directly.

Sorry to hear about your problems, good to see you giving them **** though.

[jaw04005]

I had the same problem a few weeks ago. I talked to the FedEx guy the day before, and told him that I could not sign for the package that will be delivered the next day, he said that I could just fill out a form--so I said okay. Then he asked me who was the package coming from, and I said Apple. He said well nevermind we can only release Apple packages to the person that the package is shipped to.

[mkrishnan]

I had the same problem a few weeks ago. I talked to the FedEx guy the day before, and told him that I could not sign for the package that will be delivered the next day, he said that I could just fill out a form--so I said okay. Then he asked me who was the package coming from, and I said Apple. He said well nevermind we can only release Apple packages to the person that the package is shipped to.

When I got my iBook, I had this same issue with AirEx, so I'm not so sure it's FedEx's fault. The funny thing is that my shipment came in four pieces (iBook, printer, AEBS, BT mouse) and I had this issue only with the AEBS. Some pieces came from AirEx and some from FedEx, everything else got left at the manager's office. In fact, IIRC, when I called AirEx the first time, they were willing to let me come get it (it was just before Christmas and I was leaving town!), and then when I called again to make sure someone was there before I left the house, they said they couldn't do it, for the same reason, also very specific about this being Apple's issue.

Also, IIRC, what I did was leave a note on my door with my signature asking them very nicely to go to the manager's office, and they did just that the next day.

I don't think the shipping companies reinforce these kind of rules very consistently...sometimes you get a bad apple (or a good apple?) who won't work with you, but often they will be cooperative.

DHL allows you to pick up packages with photo ID. This seems very reasonable to me.

[macguymike]

Can anyone verify/deny this for certain? I'm waiting for a PowerBook to come back but I work all week and the only person at home is my dad...

:confused:

[mark_wilkins]

If you have a tracking number, you can call the carrier and ask what restrictions there might be on delivery of the package.

Anyway, if I hear more information when I talk to the support rep on Monday, I'll post here.

-- Mark

[macguymike]

OK, so I've been struggling to get my G5 working since its delivery in September. This has involved lots of shipping equipment back and forth.

On Friday, FedEx attempted delivery of a replacement Cinema Display HD, the latest thing to get swapped out. They left a door tag, so I went to go pick it up at the FedEx office.


Why is FedEx delivering your system? I thought Apple's service deliveries were handled by Airborne Express.

[machem]

I needed an iTrip and some in-ear phones, and even though I'm only a few miles from an Apple Store, I just couldn't get myself down there to get them, so I figured I'd get them on-line, since there is a big Apple shipping center here. Sure enough, the day after I ordered them, they shipped. Here my stuggles began.

To make a long story short, they were shipped FedEx Home Delivery. These guys are pretty much local-types carrying the FedEx name, and are totally separate from FedEx Ground. I have a signature waiver on file for FedEx, but FEHD wouldn't honor it, because they aren't the same operation. They did tell me that the "no signature waiver" rule was due to Apple. They tried to deliver it, and after a lot of hassle, I arranged to pick it up at the FEHD office. They did try to deliver it twice more, even though I arranged to have it held after the first attempt.

So when I picked up the package, they offered me a signature waiver form! I asked if it would work, even for Apple deliveries, and they said "sure".

Go figure.

FedEx is still the best of a bad lot.

[mark_wilkins]

Apple uses several carriers for their shipping. I've received their stuff by FedEx and Airborne but I think they use UPS also sometimes.

-- Mark

[mark_wilkins]

OK, so I just talked to someone in Apple's "dispatch" department, responsible for shipping out warranty replacement products.

She told me that since the restrictions are part of Apple's contract with FedEx, they could not be waived. She also told me that a signature release waiver SHOULD be sufficient to get the package left for me.

FedEx, on the other hand, has told me that because of Apple's new contract they cannot accept a signature release waiver.

On hearing this, the Apple employee's response was to suggest that drivers may not always enforce the rules as strictly as a FedEx telephone rep might state. I pointed out that this fact does not make the policy any less stupid.

So now I'm waiting to hear back on the matter from the tier-2 tech support rep who's been working on the case.

I have to say, I certainly would not be rushing out to order any high-value Apple products from the online store until they have this mess worked out!!

-- Mark

[jaw04005]

OK, so I just talked to someone in Apple's "dispatch" department, responsible for shipping out warranty replacement products.

She told me that since the restrictions are part of Apple's contract with FedEx, they could not be waived. She also told me that a signature release waiver SHOULD be sufficient to get the package left for me.

FedEx, on the other hand, has told me that because of Apple's new contract they cannot accept a signature release waiver.

On hearing this, the Apple employee's response was to suggest that drivers may not always enforce the rules as strictly as a FedEx telephone rep might state. I pointed out that this fact does not make the policy any less stupid.

So now I'm waiting to hear back on the matter from the tier-2 tech support rep who's been working on the case.

I have to say, I certainly would not be rushing out to order any high-value Apple products from the online store until they have this mess worked out!!

-- Mark

FedEx Home Delivery and FedEx Ground are brought by the same truck in my town. However, the nearest FedEx shipping center is 45 miles away. It is my understanding that HD is a new division of FedEx, and that Apple has just recently started shipping "big ticket items" with HD. HD is susposed to offer some interesting new options such as scheduled delivery times, etc. However, I think that the shipper is responsible for enabling those options. Also, in my case Apple always uses Airborne (which is now DHL) for shipment of warranty items. A representative at Apple Support told me that they use Airborne for priority items (such as warranty items) because their overnight shipping charges are more reasonable.

[mark_wilkins]

My shipment was FedEx Express, not Home Delivery. I suspect they're set up to get quotes for shipping on a case-by-case basis and ship using whichever carrier is least expensive for the particular destination.

-- Mark

[jaw04005]

My shipment was FedEx Express, not Home Delivery. I suspect they're set up to get quotes for shipping on a case-by-case basis and ship using whichever carrier is least expensive for the particular destination.

-- Mark
Your probally right. Be sure to post and let us know how it turns out. Even more reason to purchase from Apple providers like Macmall, Macwarehouse, etc.

[Ajmbc]

I had the same issue with an iTrip- except it was shipped via UPS. I get home from school right after the delivery trucks come through- and i had left notes, a sig waiver form, and it wasn't enough. The only thing you can do sometimes is chase down the truck ;-)

-ajmbc

[macguymike]

Your probally right. Be sure to post and let us know how it turns out. Even more reason to purchase from Apple providers like Macmall, Macwarehouse, etc.

Or your local Apple reseller! They're a dying breed and need support! :)

Oh, and you can usually get better customer service from a local reseller, too.

MacMall especially is notorious for poor customer service. :p

[jaw04005]

Or your local Apple reseller! They're a dying breed and need support! :)

Oh, and you can usually get better customer service from a local reseller, too.

MacMall especially is notorious for poor customer service. :p
That is true, unless you don't have a local Apple reseller :`( I've had good luck with Macmall now that I have an "account representative"... but to each their own :)

[KCK]

That is true, unless you don't have a local Apple reseller :`( I've had good luck with Macmall now that I have an "account representative"... but to each their own :)

The last item I bought from the Apple online store was an Airport extreme base station. It was shipped via Airborn. The delivery person tossed the box from our lower walkway onto our porch landing ( a good 10 foot + toss). The dirver was short on the first toss and the box fell down and broke a large branch off of one of our plants. The driver hit the landing on the second toss. Of course there was a big sticker on the outside of the box that said signature required but that didn't stop the driver from going off and leaving the box on my porch landing without getting a signature.

[mark_wilkins]

OK, so the result appears to be that they've arranged for me to pick up a monitor at my local Apple Store.

This suggests to me that whatever the shipping issues are, they're pretty deeply rooted. Any guesses as to when they might fix this problem?

-- Mark

[jsd]

When Apple sent me my PowerMac G4 933 a long time ago, UPS left it on my door step without a signature or a waiver or anything. And of course, it was in a big, four-color printed box that said "Power Macintosh G4" in big white letters. So I'm lucky some passerby didn't decide they needed a new computer.

[mark_wilkins]

Yeah so.

I sent a letter to Steve Jobs' office a week ago and got a call back today.

Apparently, Apple's policy HAS changed and I stated it correctly. The reason they're now refusing to release packages over the counter at FedEx offices is that some offices have been failing to check ID and machines have been going missing.

However, there are two details. First, the Apple shipping department is adamant that a limited or full signature release waiver should apply to their packages, contrary to what the FedEx reps told me, and the rep from Apple promised to confirm with FedEx that this was OK.

Second, they said that in a particular instance, contrary to what Apple's shipping rep told me, Apple WILL provide a waiver permitting me to pick up a package over the counter at the FedEx office. This requires calling Apple's "dispatch" department and requesting that they fax me a form that I then carry to the FedEx office. Apparently not everyone in the dispatch group knows about this form, however.

The number for Apple's dispatch department is 800-320-3728.

So, as I said earlier, this is all a big pain in the ass, however it is not the strict Catch-22 that I described in my first post.

OK, so who's willing to pay an extra $20 for their Apple products so that Apple won't force these requirements on the rest of us? :D

-- Mark

[iRobert]

When Apple sent me my PowerMac G4 933 a long time ago, UPS left it on my door step without a signature or a waiver or anything. And of course, it was in a big, four-color printed box that said "Power Macintosh G4" in big white letters. So I'm lucky some passerby didn't decide they needed a new computer.

This (and the AirPort Base Station one) is just absolutely rude! I figure you should call in at Apple and pretend you didn't receive your order yet. In that case, i hope Apple will start getting on FedEx's Ass. (If not, don't call in :) i don't want to hurt Apple's Business)

I'd be absolutely outrageous if they left my new iBook at my front door. Is that suable material ;)

[ewinemiller]

The last item I bought from the Apple online store was an Airport extreme base station. It was shipped via Airborn. The delivery person tossed the box from our lower walkway onto our porch landing ( a good 10 foot + toss). The dirver was short on the first toss and the box fell down and broke a large branch off of one of our plants. The driver hit the landing on the second toss. Of course there was a big sticker on the outside of the box that said signature required but that didn't stop the driver from going off and leaving the box on my porch landing without getting a signature.

You're lucky you got it. I have about 50% successful delivery rate with stuff shipped to me through Airborne.

[iRobert]

Err, i hope these issues are US only :D I ordered an iBook and expect it to be delivered in a few days, i can't say i look forward to all this hassle

[mkrishnan]

Err, i hope these issues are US only :D I ordered an iBook and expect it to be delivered in a few days, i can't say i look forward to all this hassle

You'd figure they could just put some kind of disclaimer or preference in your profile regarding this kind of thing, and only apply the rule to some shipments. But really the issue sounds like FedEx and AirEx to me more than Apple -- if Apple is having trouble b/c the carriers release packages at their depots without checking ID, then shouldn't the resulting action be to fix the carrier process at the depot rather than this pain-in-the-butt? :(

[mark_wilkins]

My bet is that it's insurance-related.

-- Mark

[yuc7zhd2]

My experiences with Fed Ex and Airborne were even more wonderful. My Al PowerBook 15 was two weeks in transit from Airborne on a 3 day delivery. Then, Airborne's iPod shipment to the U.S. from the same order got held up for a month in customs with a large batch. Then, on December 26 I ordered my girlfriend a custom engraved iPod for Christmas. Fed Ex delivered it not only to the wrong address, they delivered it to an address 50 miles from my house. It was a May Company distribution center, and they said they were going to retrieve it. After a week, they decided it was lost. After two more weeks Apple decided it was too. After a month and a half I got my girlfriend xmas present to her. UPS? wonderful. Amazon always ships UPS, and they're always early. If I'm not home for the early delivery they come back in the evening. If I'm not home in the evening, they guy checks for me at the school I work at. That company is the jesus. Plus the online tracking is realistic.

[mark_wilkins]

I've had great experiences with FedEx over the years, and bad ones with UPS. I think they're all subject to ups and downs.

-- Mark

[BagelTycoon]

The last item I bought from the Apple online store was an Airport extreme base station. It was shipped via Airborn. The delivery person tossed the box from our lower walkway onto our porch landing ( a good 10 foot + toss). The dirver was short on the first toss and the box fell down and broke a large branch off of one of our plants. The driver hit the landing on the second toss. Of course there was a big sticker on the outside of the box that said signature required but that didn't stop the driver from going off and leaving the box on my porch landing without getting a signature.

Wanna have some fun? File a report with Airborn; they can track the driver who thought tossing your HW like GWB tosses horshoes was the right thing to do.

Nothing like a little honest feed back to keep 'em on their toes

[KCK]

Wanna have some fun? File a report with Airborn; they can track the driver who thought tossing your HW like GWB tosses horshoes was the right thing to do.

Nothing like a little honest feed back to keep 'em on their toes

At the time I thought about filing a report and I really should have done so. Now it would be to much of a pain to go back and figure out what day it was delivered etc.

Next time I will file a report.

[Huked on Fonick]

I think that FedEx and UPS should merge and call them selves FED-UP................anyways airborne is my favorite shipper....they allways deliver the nexy day by 10am...never been late(for like 20 packages) but then again they are part of DHL which is german........

[papersushi]

As far as I know Airborne Express has been dumped by Apple. They are absolutely aweful as far as my experience goes. What else you have left? UPS or FedEx? They both suck, but FedEx sucks less. Good call, Apple!

[papersushi]

Last year AirBorne deliv. my package, since the shipper requires signatures. The driver even faked my signature and left my package at my door step. I filed an official complain, but never heard from them since.

[HPS]

I've just gotten off the phone from Apple. Not much else to do while "losing income" waiting for the FedEx delivery. I was advised by Apple my choices are:

* Not be home and have the order returned to them. They would reship (via FedEx) again. Obviously "infinite loop" is not a term they understand.

* Ship to a work address. Ooops--- I'm an independent consultant so have no permanent work address. Also, my current client has a policy forbidding personal deliveries to their address.

* HOWEVER, if I sign a "blanket delivery authorization" with FedEx they can leave the package but they WON'T accept the same signature (on the same door knocker form) for a one-time delivery.

I was also told the web clearly stated their policy but on the web site I found two statements:

* Signature on delivery required --- okay, I'll sign for it by the delivery authorization release or at the depot. No where does it state that I can't request "hold for pickup" or "delivery release unacceptable"

* on the same web page --- we don't advise using a shipping address that is not your billing address as it messes up your credit card.

Customer service got an ear-full but assured me that this is not a common occurence.

GO FIGURE ---

Did I forget to mention that the Apple store also does strange credit card transactions that results in triggering "fraud detection algorithms" on your card that then blocks it. That's another story!

[mark_wilkins]

Perhaps it's possible to sign a blanket delivery authorization and then revoke it after the package arrives?

-- Mark