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Theophilos

macrumors regular
Original poster
Jul 29, 2015
162
172
California
Hello,

I created this thread as a follow up to my previous thread, which outlines how I ordered a Mac Pro on January 2 and had it lost by UPS, as well as the terrible experience with Apple Customer Service. You can read that account separately.

After Apple ordered a replacement for me, they sent a confirmation email indicating it would ship via Next Day air. The replacement was built Monday and Tuesday, and by the end of Tuesday, it was ready to ship. A UPS label was created. On Wednesday, there were no updates until I received a shipping notification from Apple at night. Curiously, it said the replacement would be sent UPS 2nd Day Air, not Next Day as promised. At the same time, I noticed that the label had been created Tuesday, but absolutely no scans or movement by the end of the working day today (Thursday).

I called and asked about the package as well as why the shipping speed was changed from what was promised to me. The representative told me he couldn't account for where the package was or if it even left the factory. He told me he could try to look into it, but it would likely take until next week before anything concrete.

At this point, I was really angry with the whole process and told him to cancel my order. I don't think I should have to pay all this money for such a terrible experience and customer service. I've been an Apple Pro customer for more than 20 years and this is decidedly the worst experience I've had with them.
 
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now i see it

macrumors 603
Jan 2, 2002
6,429
13,227
so backlogged shipping department couldn't ship it in one day but two so you canceled the order and won't buy one.
Sounds like you didn't really want or need it. Sounds more like buyers remorse and cold feet and using this one day delay as an excuse to bail out of the purchase.
Shipping delays happen with all companies for lots of different reasons.
 
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Theophilos

macrumors regular
Original poster
Jul 29, 2015
162
172
California
so backlogged shipping department couldn't ship it in one day but two so you canceled the order and won't buy one.
Sounds like you didn't really want or need it. Sounds more like buyers remorse and cold feet and using this one day delay as an excuse to bail out of the purchase.
Shipping delays happen with all companies for lots of different reasons.

If Apple had shipped it out or at least accounted for where the package was, I would have gladly received and kept it. I've been saving up for this computer for 5 years. They've had my payment for more than 2 weeks and haven't been able to actually get it to me. I don't feel it's right to pay more than $10,000 for this kind of experience and rude indifference from some of the Apple Customer Service reps on top of that.

Also, when you say their shipping department was backlogged, that is your own opinion and speculation. None of the representatives I spoke with said anything about delays from backlogs. They simply couldn't account for where the package was. In fact, if they had said, "Sorry, that factory is backlogged and experiencing some delays," I wouldn't have canceled the order. Their response was more, "We don't know what happened. Would you like us to find out next week or just refund the order?"
 
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inflame93

macrumors member
Jun 3, 2014
51
13
If Apple had shipped it out or at least accounted for where the package was, I would have gladly received and kept it. I've been saving up for this computer for 5 years. They've had my payment for more than 2 weeks and haven't been able to actually get it to me. I don't feel it's right to pay more than $10,000 for this kind of experience and rude indifference from some of the Apple Customer Service reps on top of that.

Also, when you say their shipping department was backlogged, that is your own opinion and speculation. None of the representatives I spoke with said anything about delays from backlogs. They simply couldn't account for where the package was. In fact, if they had said, "Sorry, that factory is backlogged and experiencing some delays," I wouldn't have canceled the order. Their response was more, "We don't know what happened. Would you like us to find out next week or just refund the order?"

Are you going to re order? That’s an annoying situation, but i’m sure after saving for five years giving them an extra week or two to resolve the issue shouldn’t be too bad?
 
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Soba

macrumors 6502
May 28, 2003
301
334
Rochester, NY
If Apple had shipped it out or at least accounted for where the package was, I would have gladly received and kept it. I've been saving up for this computer for 5 years. They've had my payment for more than 2 weeks and haven't been able to actually get it to me. I don't feel it's right to pay more than $10,000 for this kind of experience and rude indifference from some of the Apple Customer Service reps on top of that.

Also, when you say their shipping department was backlogged, that is your own opinion and speculation. None of the representatives I spoke with said anything about delays from backlogs. They simply couldn't account for where the package was. In fact, if they had said, "Sorry, that factory is backlogged and experiencing some delays," I wouldn't have canceled the order. Their response was more, "We don't know what happened. Would you like us to find out next week or just refund the order?"

Are you going to buy a PC workstation, instead? I don't mean that facetiously. What alternatives are you looking at?

If you're not going to buy from another workstation vendor, I don't understand why you canceled the order.

Apple definitely messed up in handling the problem with your first order, but canceling the replacement order because it is ONE DAY late seems really shortsighted, especially since Apple gave you free upgraded shipping and a discount coupon to try to make up for their errors. I'm not sure what else you could want in this situation; they messed up and tried to fix it for you, but you canceled your order anyway. Once a package leaves Apple's hands, Apple is at the mercy of the shipper just like any other business.

If you're not going to buy a PC and you're just going to order another Mac Pro later, then it seems like you only shot yourself in the foot by telling them you no longer wanted a system that was most likely going to be on your porch within 12 hours. You waited 5 years but you can't wait another half-day to get the machine?

When I ordered a dual 2GHz Power Mac G5 in July of 2003, it took 2 months for it to ship, owing to shortages. 2-day shipping would've been a real treat. :p
 
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avkills

macrumors 6502a
Jun 14, 2002
537
192
I was able to track where mine was once I got the tracking number from Apple. You are saying you never received tracking email or looked at your order number on Apple’s website which would have it?
 
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chfilm

macrumors 68030
Nov 15, 2012
2,962
1,721
Berlin
Not a bit overreacting? I mean of course it’s crazy annoying but if you really wanted it you’d get it eventually of course. There’s no such thing as “destiny trying to keep you from buying one”, they just seem chaotic and disorganized..
 
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Krevnik

macrumors 68040
Sep 8, 2003
3,770
988
I was able to track where mine was once I got the tracking number from Apple. You are saying you never received tracking email or looked at your order number on Apple’s website which would have it?

Apple’s order system doesn’t give out tracking until it’s been picked up normally. Even though it’s generated well before then.

The tracking number here would have been from customer support, so following different procedures. Also probably given at the time it was generated, not when the item was actually ready to be picked up.
 
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defjam

macrumors 6502a
Sep 15, 2019
795
733
I know how frustrating this can be so your actions are understandable. Are you foregoing the Mac Pro altogether? Or are you going to order one from a third party (such as B&H Photo)?
 
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Allyance

Contributor
Sep 29, 2017
877
2,741
East Bay, CA
I really think this was/is an UPS problem, they are the ones that lost your package or couldn't provide the tracking info. Somebody at UPS got themselves a free computer!
 
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radus

macrumors 6502a
Jan 12, 2009
578
334
It seams you built up an interesting one-sided love-hate relationship to apple.
But they / it ("Apple") do not honor your purchases over the years, they never did.

If you really need this MacPro buy it and wait for delivery.
... and never ever interfere the delivery process at any stage, you can only loose with that.

But if you need a computer for one special purpose and it can be achieved using Windows 10 or Linux - there are much better (PCIe 4.0, faster ssd ...) AMD-solutions right now.
 
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Slash-2CPU

macrumors 6502
Dec 14, 2016
401
263
Replacement shipments, not just Apple, are often oddball tracking or just plain screwed up from the get go. I nearly always cancel outright and reorder.

Replacement orders are done through a different process than the other 99%, and sometimes even shipped from another site. Again, not necessarily Apple or Mac Pro specifically. The point is that it’s a process that from the start is not the main stream their system, so it’s more likely to get botched.
 
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jbachandouris

macrumors 603
Aug 18, 2009
5,358
2,353
Upstate NY
It seams you built up an interesting one-sided love-hate relationship to apple.
But they / it ("Apple") do not honor your purchases over the years, they never did.

If you really need this MacPro buy it and wait for delivery.
... and never ever interfere the delivery process at any stage, you can only loose with that.

But if you need a computer for one special purpose and it can be achieved using Windows 10 or Linux - there are much better (PCIe 4.0, faster ssd ...) AMD-solutions right now.
Are you missing his point? Apple/UPS LOST his computer TWICE! Not delayed. LOST. So why would he 'wait' for it a THIRD time?

OP. Try emailing Tim Cook/Executive Relations at tcook@apple.com. They do respond and most likely can help sort things out in a way that the phone 'droids' can't/won't.
 
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jasonmvp

macrumors demi-god
Jun 15, 2015
342
274
Northern VA
Are you missing his point? Apple/UPS LOST his computer TWICE! Not delayed. LOST. So why would he 'wait' for it a THIRD time?

Neither Apple nor UPS "lost" either of his Macs. UPS sent the first one to the wrong hub, corrected, and our OP asked Apple to replace it instead of sitting tight and waiting for it to be delivered. Apple, as it turns out, was under no obligation to do so, but did.

The second shipment wasn't sent out fast enough for our OP, so he threw the equivalent of a hissy fit and canceled the order.

Ye ol' 95/5 rule. He's falling into the "5" side of this, and were I Apple, I'd just stop communicating with him after canceling the orders.
 
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jbachandouris

macrumors 603
Aug 18, 2009
5,358
2,353
Upstate NY
I think you overreacted, OP. I don’t see anything to blame Apple about on this thread. You got anxious and blew your cool.
He has another thread which details what he went through trying to get the first one. Ordering the second was not a spur of the moment decision. Canceling? Not sure.
 
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savink

macrumors newbie
Apr 6, 2019
19
40
If Apple had shipped it out or at least accounted for where the package was, I would have gladly received and kept it. I've been saving up for this computer for 5 years. They've had my payment for more than 2 weeks and haven't been able to actually get it to me. I don't feel it's right to pay more than $10,000 for this kind of experience and rude indifference from some of the Apple Customer Service reps on top of that.


I really hate it when people go nuts for all the wrong reasons.
 
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MacUser2525

Suspended
Mar 17, 2007
2,097
369
Canada
I really hate it when people go nuts for all the wrong reasons.

And I really hate it when people go out of their way to defend the indefensible being blinded by their misplaced loyalty to a corporation that makes obscene profits while pretending to care about things. The we do this environmental friendly process, but make our machines unrepairable, so contribute massively to the throw away culture. The further hypocrisy they always do like we like open source but lock it down....

Edit: The slave labor conditions that keep them obscene profits coming, probably many more if I took the time to think about it...
 
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skizzo

macrumors 6502
Apr 11, 2018
260
82
To the folks who think it's an over reaction, I guarantee you all would be singing a different tune if you went through the same scenario. The OP seems to not be satisfied with the service and he doesn't want to be a patron of Apple due to that. That is his prerogative, period. But I'm sure you will continue to go ahead and give him more advice on how he should spend his own money lol
 
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