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Old Dec 18, 2012, 03:52 PM   #1
signal4
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Join Date: Aug 2011
What an EPIC FAIL by MacMall *UPDATE*

Ok so I pre-ordered a 21" fully loaded Imac as well as the Apple care from MacMall on the 28th of November. About half an hour later I get a call from a guy from MacMall saying that if I went ahead and added the super drive to my order he would upgrade my shipping to FedEx 2 day and give me the $100 restaurant.com giftcard. I asked him when do they expect to have my BTO Imac instock. He said that they were expected on the day that they were released on the 30th. Seeing that I might get my new Imac on the next Tuesday I told him sure.

Well that Tuesday came and went and my order was now saying back ordered so I called him up. He said that they didnt get them but were now saying that they would have them instock and shipped GUARANTEED by Dec 17th !. As this is a Xmas present and with the 2 day shipping it was no big deal then.

Since then I have been reading on here that people had been getting their orders expedited I did a live online chat with MacMall on the 12th of December inquiring about my order and if they were still shipping on the 17th. They live chat operator told me that it wouldnt be unit the 26th till they received them. Before I could finish my response they ended the chat with me.

I immediately called the person whom I ordered the computer with since I saved his number that he had called me from. I explained to him about what I had just found out and asked him why this was so since he had guaranteed me. I also told him that people had been saying that Apple had expedited their orders and they had ordered the exact same computer I did. He stated that Apple had pushed back the order and that now it looked like the 26th. I told him that I couldnt wait that long and that Im probably going to have to cancel and order through Apple. He told me that they might be receiving a shipment on Friday the 14th but could not guarantee it. He told be before I cancel to call back on that Friday to see if they got it in. In the the back of my mind I was thinking how can you not know if your getting or not getting a shipment two days from now but I gave in to the benefit of the doubt.

Well I called him that Friday on the 14th and no answer. I left him a voice message to call me back... As you might expect I did not get a call back.

This morning I called him back and left another message. I waited an hour with no response and attempted to live chat which was not working. I then called customer service and inquired about the order. She told me that they were expected on the 26th but that now it was not a guarantee and that it might be later. I explained the entire story so far and she apologized and said that the person I had called was off today. Since someone on here had mentioned that they had ordered through MacMall as well and that they had been told around mid Jan I was done playing into their games. I told her that Im going to cancel and order through Apple. She said only a supervisor can cancel orders and she would send him an email. I told her to just have the supervisor contact me by phone and I would talk to him first and if they wanted to compensate me in some way ( I was thinking upgrading the shipping to overnight since they are now offering free 2 day shipping with Imac purchase) then I would hold off from canceling. I hung up and rechecked my order about 5 minutes later and it went from back ordered to cancelled and never received a call from the supervisor.

So because MacMall gave me the complete run around this Imac is probably going to be a delayed Xmas present. What makes me even more angry is that I suspect that they knew all along it it was going to be a long long time before they got them in and was just saying whatever to keep my order and if they had just been upfront I could have ordered from Apple a long time ago. I ordered right away from Apple so hopefully I might (and its a big might) get lucky and it gets expedited.

And for those of you who are thinking of making sarcastic comments back to me ( as there are notorious people on here who do that to anyone about anything) Im just going to give you the big GO TO HELL right now in advance !


UPDATE 12-19-2012

Update 12-19-2012

Ok so here is the update.... I received a call this evening from a MacMall supervisor. Perhaps they had read this.... He turned out to be the kind of supervisor one would want to hear from. He stated that they did not realize that I had wanted a call back. I explained to him my conversation with the operator and perhaps she had misunderstood me.

He stated that the problem with my order was that I had ordered the wired numeric keyboard. He stated that they did get a few units of the Imac that I had ordered in today but with the wireless keyboard. I talked to him and he offered to send me the Imac that I had previously ordered but with the wireless keyboard and have it over nighted. He also said that he would additionally send me the wired keyboard at half off but it was back ordered which would turn out to be an additional $25.

I told him that was perfectly fine and re ordered. After I hung up he called me back about 20 minutes later and said that he had personally called the warehouse and the wired keyboard was in stock there so tomorrow I should have my Imac and the wired keyboard !!! He also gave me a FEDEX tracking #.

Look like Xmas is back on ! lol.. I will give a two thumbs up to this supervisor for correcting this epic fail !

Last edited by signal4; Dec 19, 2012 at 09:21 PM.
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