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
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
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