Apple Online Store experience from hell

Discussion in 'Buying Tips, Advice and Discussion (archive)' started by jmp_nyc, Jul 19, 2005.

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  1. jmp_nyc macrumors newbie

    Joined:
    Jul 19, 2005
    Location:
    New York, NY, US
    #1
    Almost 2 weeks ago I ordered a Mac Mini from the Apple Online Store for Higher Education, to serve as a small file server in my apartment. I did a bit of custome configuring, with bumped up RAM and HD. I paid for premium shipping, so I could have it by the end of last week.

    Last week, I got an e-mail that the computer had shipped on Tuesday. In the shipping confirmation e-mail it said:
    (I've changed the information slightly, but you get the idea.) Since this was my correct address information, I wasn't worried about the shipment.

    On Monday, when the computer still hadn't arrived, I went to the FedEx website to track the package. Apparently, on Friday morning they entered an "incorrect address exception," and couldn't deliver the package. I called FedEx, and found out that when Apple printed the label, they left out the second line of the address, so the really crucial bit ("123 Sesame Street") was left out, rendering them unable to figure out where the package was supposed to go.

    To make things worse, FedEx's contract with Apple says that packages shipped from Apple cannot be rerouted, to protect against theft. I immediately called Apple on Monday around 1pm, and was told that the specialist I spoke with called FedEx, straightened everything out, and that the machine would be delivered later on Monday.

    When 7pm rolled around and there was no delivery, I called FedEx again and was told that Apple had never called them, and that even if they had, they couldn't reroute the package anyway. The package was already going to be loaded onto a plane to go back to Apple. I immediately called Apple, and after almost 2 hours on the phone, a rep said that he and his supervisor had worked it out with FedEx, and the computer would arrive by 3pm on Tuesday. I pointed out that I was going to be going out of town at 6am on Wednesday, and wanted the delivery before then.

    3pm came on Tuesday, and you guessed it, no delivery. I called FexEx, who once again said that Apple never called them. I called Apple, and was told that they would try to get me a delvery later in the week, but couldn't promise a timeframe.

    All through this, all the Apple reps could say was that they were sorry, yet they never seemed to be able to do anything to actually expidite the arrival of the computer. As of now, they say it might show up today or tomorrow, but they aren't sure. Since I'll be gone tomorrow, that doesn't do me much good. I've been told that the premium freight charge was being reversed, but I haven't seen confirmation of that yet. No one seems to want to say "Yes, Apple screwed up, now how can we make it up to you?" They only seem to want to make excuses for why it will take longer.

    What are my options? I really need to have this machine installed before I leave tomorrow at 6am, and Apple has painted me into a corner here with their repeated promises of having gotten FedEx to reroute the package. The level of dishonesty (ie: Appple telling me that FedEx promised things that FedEx claims they wouldn't promise) doesn't make me want to give Apple or FedEx more business. Ideas are appreciated...
    -JMP
     
  2. skubish macrumors 68030

    skubish

    Joined:
    Feb 2, 2005
    Location:
    Ann Arbor, Michigan
    #2
    Cancel the order and buy it from the retail Apple store. They sell completely tricked out Minis as well as the regular Minis.
     
  3. jmp_nyc thread starter macrumors newbie

    Joined:
    Jul 19, 2005
    Location:
    New York, NY, US
    #3
    Can I get academic pricing at the retail Apple store?
    -JMP
     
  4. devilot Moderator emeritus

    devilot

    Joined:
    May 1, 2005
    #4
    Yes, but bring your student ID.
     
  5. ravenvii macrumors 604

    ravenvii

    Joined:
    Mar 17, 2004
    Location:
    Melenkurion Skyweir
    #5
    Yes.

    Edit - beaten by two minutes. Next race, eh, devilot76? (you got the book yet? I don't want to be an Apple here :p)
     
  6. devilot Moderator emeritus

    devilot

    Joined:
    May 1, 2005
    #6
    :sorry for hijacking the thread:
    I could have sworn I PM'd you... yes I received the book, finished already. Interesting read, quite informative (even if it does feel biased) seeing as I knew absolutely NOTHING about Jobs and Apple, really.
     
  7. Yossarian macrumors member

    Joined:
    Apr 3, 2005
    #7
    I've had exactly the same problem in the UK with TNT but they called me and asked me where in my town i lived (as the street and house number had been snipped). The next time i ordered i emailed apple support asking why the address had been screwed up but got nothing useful in reply.
     
  8. erickg macrumors 6502

    Joined:
    Nov 4, 2004
    #8
    I actually had the same thing happen to me twice! Not with the address, but with the door-code to our apartment building. The really sucky thing was that the lock on the door was broken at the time so the door was open, but the TNT guy didn't even try the door and it showed up on the tracker as UNDELIVERABLE. Before the second time it happened I even called Apple to double check that all the information had been forwarded to TNT... but obviously it hadn't.
     
  9. BelgianHokie macrumors member

    Joined:
    Jun 14, 2005
    #9
    i am in that hell right now...

    i am overseas, trying to have something mailed to my inlaws in maryland where i will either get it mailed to me or pick it up but the guy who took my order has the wrong phone number for the credit card and so my credit card won't pay and now they are asking for wire transfer....

    i ordered 4 days ago and they are just now getting to it. if they insist on a wire transfer, i will switch to a dell. i didn't have any of this when i ordered my wife's laptop.

    extremely frustrated. i've dealt with apple now three times on the phone...2 bad and 1 good (or so i thought). first guy was very condescending when i wanted to inquire about things, second guy was great but seems to have entered my billing and shipping addresses/phone number wrong, and this lady has the personality of a lady who gives enemas all day.



    dhc
     
  10. cardiac dave macrumors regular

    cardiac dave

    Joined:
    Jun 23, 2005
    Location:
    iToronto
    #10
    A simple addressing error snowballed into an ugly situation - I understand your pain. I've been there before and I deal with Fedex all the time - it's near impossible to fix little mistakes and re-route a package that's already in transit.

    Locally, you can't even go to the fedex terminal to pick-up your new computer, as their policy with Apple is that it is delivered to your door, or not at all. (or so they told me last time)

    One thing that I'd count yourself lucky for - you had a new mini shipped in a 2 week timeframe. I placed an order for a custom mini on 6/15, it was delayed 4 times before I finally cancelled the order on 7/13 and ordered an iMac. It will be here Friday (well... actually it's at Fedex up the street right now, but they won't let me pick-it up).
     
  11. wdlove macrumors P6

    wdlove

    Joined:
    Oct 20, 2002
    #11
    It certainly shows how one small mistake can snow ball. I can understand FedEx, the rules are there to protect the buyer and seller. It would seem that Apple should compensate you for more than just the premium shipping.

    The only problem with the local Apple Store is that you can get the larger HD unless they happen to have it in stock. The Ram will be easy. It sounds as though you need to cancel the order, since as you mentioned, you won't be home. :(
     
  12. advocate macrumors regular

    Joined:
    Jan 16, 2004
    #12
    Yeah, dealing with the Apple Store is the worst part of Mac ownership. I ordered my Mac mini two days after the keynote, received an estimate of 3-4 weeks, and ended up cancelling the order eight weeks later. The PowerBook G4 I bought almost two years ago was delayed, delayed, delayed, and the iBook I bought a year before that was delayed, cancelled by telephone, then showed up anyway - and then Apple only took it back grudgingly. Nice machines if you can get them!
     
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