MP 7,1 Apple Loses SECOND Mac Pro... Canceled My Order

defjam

macrumors 6502a
Sep 15, 2019
602
461
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
I think most would be as frustrated as the OP but not sure how cancelling the order gets him a system any faster. Apple is the only place where he can customize the system to his exact specifications so it's not as if he can go elsewhere. If he is able to work with one of the standard configurations an alternative retailer has (say B&H Photo) then maybe he can get what he needs there. But ultimately he's stuck between a rock and a hard place.

IMO the OP was a little hasty and all that will do is delay his eventual receipt of the system. I assume the OP order the system because he feels it has value to his workflow and, if so, he will buy one. Maybe he'll wait a month or two and re-order. But then he will have merely delayed his purchase by a month or two.

I've gone through something like this myself, I suspect many of us have and can relate. But I feel the OP is cutting off his nose to spite his face.
 

LorenK

macrumors 6502
Dec 26, 2007
382
142
Illinois
I know that this comes from domestic U.S., so shipping should be less of a problem. I made an order from an online company and got a notice of shipment at the beginning of December. I didn't know, but apparently it shipped from China, I couldn't track it, but it did show up at my door a couple of days ago. The reason I say this is that shipping info is not a guarantee of when it will show up at your door. While the Apple rep who talked to you on the Thursday appears to be a doofus, since their order system has much more information than what he offered to you, he may have been trying to hide something to not make them appear slow, blaming Apple for UPS, since that's what you are doing when you cancel your order on a made to order product that disappeared the first time due to UPS, seems a bit over the top. How much interest would you have earned on that ten thousand dollars for the delay, a couple of bucks? Life is too short t get bent out of shape over things we can't control. Obviously control of your $10,000 was more important than the computer.
 
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fuchsdh

macrumors 68000
Jun 19, 2014
1,532
883
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!
I do wonder about this. Whether due to incompetence or malice, UPS must end up with a ton of packages that are "unclaimed". Where do they all go?
 

jasoncarle

macrumors regular
Jan 13, 2006
187
111
Minnesota
Some of you need to read the original thread. Geez.

IMO there is zero excuse for these shipping problems. We ship things every day around the world without problems. There is nothing special about the Mac Pro in this regard.
 

DoofenshmirtzEI

macrumors 6502a
Mar 1, 2011
783
603
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
I order a lot of stuff online, and there are occasional screwups like this on the part of the shipper. So my feeling that he over reacted has nothing to do with Apple (I'm feeling quite furious towards them today, which has nothing to do with shipping). When it ended up at the wrong hub (which happens) I would have waited to see what the shipper did. It's been my experience that sticking one's nose in logistics just tends to foul things up. It probably would have gotten rerouted back to the proper hub, in which case OP would have probably had it by now. If it didn't, then I would call UPS. Getting Apple involved would have been a last resort.

The OP sounds like an extremely high maintenance customer and in a situation like this where you know that nothing you can do will satisfy them and that mark against your record is coming unless you can draw to an inside straight, it's not surprising that they tried to do exactly that (throw out an offer of a special order, knowing that the item is supply constrained and satisfying this customer means shafting another customer who probably isn't such an ass, and that the fulfillment center will not do that unless the stars are in alignment and they've just had a cancellation from someone who wanted that same exact configuration).

If UPS had misplaced my new 7,1? Yes, I'd be pretty mad, but I sure wouldn't have reacted like the OP did.
 
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Theophilos

macrumors member
Original poster
Jul 29, 2015
95
130
California
Thank you for all the comments, both from those who agree with my actions and those who do not.

Just to clarify, I don't think I threw a "hissy fit" because the Mac was delayed. As I said several times, I've been waiting for this computer about 5 years. What's another few days? My current Mac Pro is still running well, especially after I upgraded it to an 8-core with 64 GB RAM. I suppose my frustration came more from all of the irregularities in this order:

- Initially, after doing my part and paying for this machine, Apple/UPS said, "Good news! Your order has shipped and will deliver by January 9, 2020." (Expectation created.) It did not arrive. (Expectation broken.)

- When I realized something was wrong with the shipment, UPS told me to call Apple to resolve it. (Expectation created.) They did not. Instead, they made it worse by putting a "Hold for Pickup" on it, which I did not request. (Expectation broken.)

- In one of my calls, the Apple Specialist made a big deal about sending me a coupon for my trouble. Even though I told her I don't want it, she insisted it was the least she could do. (Expectation created.) I never received that coupon she kept talking about. (Expectation broken.)

- One nice Apple Specialist went ahead and ordered a replacement for the one that was lost and kicked around by UPS throughout the West Coast. She said it would be expedited and sent Next Day Air. (Expectation created.) I received a shipment notification that shows it was just sitting somewhere for three business days. Not only that, but the shipment was sent UPS 2nd Day Air, not Next Day as promised. Not only that, but Apple couldn't tell me if this was actually shipped or lost somewhere. (Expectation broken.) I canceled my order.

It has just been too much up and down for something as simple as ordering a product and having it delivered at my doorstep. I've ordered many Apple products throughout the years and nothing like this has ever happened. Maybe we're now used to pain-free deliveries because of Amazon and their excellent logistics (at least in my area.)

Speaking of what I plan to do, I was thinking of an AMD Threadripper system last night, which is gaining more stability and mainstream acceptance, especially from Youtubers showing the process and the potential benchmarks. As I pondered that, my parcel tracking app flashed a notification that the replacement (which I canceled) had shipped out of the factory. Immediately, I called Apple and asked if they had found the package. The nice Specialist said it seems so. I told her I wouldn’t cancel after all, as long as there is a tangible package on its way. It's scheduled for delivery soon, but I've learned my lesson: no more expectations. If it comes, great, and if it doesn't, life will move on.
 

DoofenshmirtzEI

macrumors 6502a
Mar 1, 2011
783
603
😀 That’s why I added “At least in my area.” Amazon is absolutely rock solid there, but then again, we’re not far from one of their major hubs.
I live in their backyard (almost literally). They use us as guinea pigs. They had a talk at re:Invent this year about how they used customer reaction to packaging outcomes to figure out which items needed a box and which didn't. If your item got busted, and you complained, the machine learning model learned that item needed a box. 🤣
 

topcat001

macrumors regular
Nov 17, 2019
146
60
Really unacceptable! OP, I wonder if it's possible for you to ship to an Apple store and pick up manually from there? I order all of my Apple stuff that way because I don't trust the random (and often clueless) drivers with the expensive stuff.

I have two high end SVS subwoofers which I received through UPS, as SVS is a custom shop and has no stores. They are 200+ lb each! Both times I took the day off and waited at my lobby for the UPS truck. The first time, while I was waiting for the driver to cart it out, I watched in horror as he accidentally dropped a heavy box (not my sub) right off the truck! I immediately cautioned him and actually carted out the sub myself. Did this for the next one as well. I have a collection of such (horror) stories with couriers :rolleyes:.
 
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LorenK

macrumors 6502
Dec 26, 2007
382
142
Illinois
Thank you for all the comments, both from those who agree with my actions and those who do not.

Just to clarify, I don't think I threw a "hissy fit" because the Mac was delayed. As I said several times, I've been waiting for this computer about 5 years. What's another few days? My current Mac Pro is still running well, especially after I upgraded it to an 8-core with 64 GB RAM. I suppose my frustration came more from all of the irregularities in this order:
Yes, you seem to have been the victim of a colossal mess, and I don' think anyone would blame you for being frustrated. Hope you get it and there wasn't a problem with the build, I understand that there have been problems with those as well. I do think that the attention to detail has been lacking lately with Apple.
 
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GamerZer0

macrumors newbie
Dec 29, 2019
25
27
I had great service from Apple in early 2014... when I expected my then AMAZING 🗑 Mac Pro. The Mac Pro was damaged in shipment and I was advised a replacement will take 4 to 6 weeks. I wasn't happy with that reply and emailed Tim Cook (googled his email back then)... a very short email explaining the situation and that I wasn't happy with the reply I got.

I was just venting my :mad:anger:mad:... in a way.

I was surprised when I got a call from Apple Customer Service THE NEXT DAY... saying that Tim read the email and advised them to ship a new Mac Pro ASAP. I got it 5 days later.

Did he REALLY read the email? I don't know... but I got my Mac Pro before everyone in the queue 😁
 

Theophilos

macrumors member
Original poster
Jul 29, 2015
95
130
California
This will hopefully be the last update in this saga. Today, UPS delivered the replacement Mac Pro. It is a 16 core with the Vega II and 2 TB storage. I ordered it with 32 GB RAM, but immediately removed and replaced them with 384 GB RAM in the form 6 x 64 GB sticks before powering up. All seems well. The Sonnet 4x4 SSD should arrive soon, God willing. I'm currently reinstalling everything as I wanted a clean start with this Mac to minimize any issues.

I appreciate everyone's support.
 

JagdTiger

macrumors 6502
Dec 20, 2017
388
458
Yes, you seem to have been the victim of a colossal mess, and I don' think anyone would blame you for being frustrated. Hope you get it and there wasn't a problem with the build, I understand that there have been problems with those as well. I do think that the attention to detail has been lacking lately with Apple.
Well, maybe it’s because all of apple’s time is the “morning show” and other non computer items.
 

konqerror

macrumors 68000
Dec 31, 2013
1,582
2,568
Surely Apple has a fiducial responsibility & obligation to get it to his address post haste once an order has been accepted.
Apple has offloaded the obligation to produce the Quanta-designed Mac Pro to Foxconn who contracts with UPS to ship it. Problem? Contractors from Apex Systems answers the phone. Mac broken? Unisys is coming to your door or maybe you might mail your computer in to FedEx TechConnect for repair.

All part of Tim Cook's supply chain skills. This model has produced the top-notch customer care that Dell and HP are known for.
 
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TheSkywalker77

Contributor
Sep 9, 2017
2,028
1,293
This will hopefully be the last update in this saga. Today, UPS delivered the replacement Mac Pro. It is a 16 core with the Vega II and 2 TB storage. I ordered it with 32 GB RAM, but immediately removed and replaced them with 384 GB RAM in the form 6 x 64 GB sticks before powering up. All seems well. The Sonnet 4x4 SSD should arrive soon, God willing. I'm currently reinstalling everything as I wanted a clean start with this Mac to minimize any issues.

I appreciate everyone's support.
Glad it all worked out after this hassle. I hope you enjoy your beast of a computer and will use it for many many years! :)
 
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TimmyCrook

macrumors member
Jan 9, 2019
55
27
Apple retail, Really should be running all online sales. The customer service over the phone has become abhorrent. They should begin to have their retail employees taking phone calls from home like the Apple care representatives have for decades. Each one of the phone departments at Apple are a separate island, and none of them work well with each other, whether it’s sales to customer service, or Apple care escalating to Apple engineers. What I also find disturbing, is most Apple stores did not even get a Mac Pro in store. How do they expect their retail employees to service pro customers if they haven’t even seen the machine? I’m turning all of needs for technical questions on forums, where in the past I could always rely on the Apple Store to give me sound advice on hardware decisions. They also should have a running record of every single conversation you have had with representatives, underneath your Apple ID, for you to reference, and also to easily explain things to new representatives. I don’t even know why they ask you why you’re calling anymore, no one specializes anymore, they triage problems over the phone, and then go look at known issues, to walk you through technical support that you could’ve googled yourself.
 
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