FedEx Lost My New 14" MacBook Pro

[ftp1989]

I ordered a silver base 14" MBP with a 96W power adapter a day after the event. Estimated arrival was 11/16 (1 month). I waited patiently. The computer shipped via FedEx from Shanghai on 11/4 with an updated ETA of 11/14 in Seattle. On 11/9, it made it to the FedEx hub in Memphis, TN and was never heard from again.

After no tracking updates for 1 week, I called FedEx. They were rude and confirmed the package was "lost or missing" (their website just said 'pending,' Apple's order status said 'shipment delayed'). They told me to call Apple, so I called Apple. The rep was very nice, but confused which isn't helpful. The solution was to "launch an investigation" (presumably calling FedEx to get the same information I got). Later that same day, Apple emailed me to confirm that they were replacing my item with a new delivery date of 12/7 for a computer I ordered on 10/19. Nearly 2 months.

My MBP is probably somewhere on Facebook Marketplace in Memphis, and now I have to wait another 3 weeks. I've called Apple twice now, and chatted. I've been very pleasant (no Karen here), but they've stonewalled me every step of the way and haven't offered any solutions. Oh, and I have a trade-in through Apple that's expiring, because I initiated it a month ago, and the values have since dropped.

This is probably the worst CS experience with Apple that I've ever had. Wondering if anyone might have any insights or tips to share? This is an extraordinary circumstance, so maybe it warrants a bit more than a shoulder shrug. Thanks!

 

[Apple_Robert]

I don't see any bad customer service on Apple's part. Fed Ex losing your package is not Apple's fault. Apple took time to complete an investigation and followed that with sending you another computer. From what I see, you have gotten good service from Apple.

 

[ftp1989]

Respectfully disagree. FedEx is Apple's shipping partner that they chose, and they guaranteed a delivery by 11/16 not 12/7. Furthermore, sending a customer who ordered a product one month ago to very back of the line is poor customer service.

People who ordered their machine yesterday will get it before I will.

 

[fa8362]

Respectfully disagree. FedEx is Apple's shipping partner that they chose, and they guaranteed a delivery by 11/16 not 12/7. Furthermore, sending a customer who ordered a product one month ago to very back of the line is poor customer service.

People who ordered their machine yesterday will get it before I will.

Apple never guarantees delivery dates, and right now, Fedex isn't guaranteeing them either.

 

[Daniel L]

14" seems relatively easy to find. Have 12 Apple stores within a 30 min drive

 

[960design]

Apple never guarantees delivery dates, and right now, Fedex isn't guaranteeing them either.

Had a delivery guaranteed (money back) to deliver 30 Oct, did not arrive on time.
Called FedEx 1 Nov (Monday) for refund, noticed that guarantees were not being honored as of 1 Nov. FML!
Thankfully, I did not have a sticky fingered FedEx worker like the OP, my package did arrive a couple of days later.

 

[960design]

14" seems relatively easy to find. Have 12 Apple stores within a 30 min drive

I live in a small touristy city: 14k native population, swells to something like a daily 300k ( 4.5 million visitors over two months ) and the nearest AppleStore is a bit over 4.5 hours away.
It is literally, easier and cheaper to fly in a commercial jet to the nearest Apple Store for me.

Some cities have 12 Apple Stores... that's crazy land. I'm quite jealous.

 

[ftp1989]

Apple never guarantees delivery dates, and right now, Fedex isn't guaranteeing them either.

This isn't the 'gotcha' that you think it is.

 

[Wando64]

Is there anything preventing you from cancelling the order?
I would do just that and either place another one or, if you need the base model, just go to a store.

 

[Pro Apple Silicon]

You're claiming you received terrible service from Apple because:

1. Fed Ex lost a package.
2. Apple didn't magically expedite you a backordered product.

LMAO.

 

[haruhiko]

MacBook Pro has such a big box it’s not going to suddenly get lost mysteriously. Someone stole it.
But anyway, if Apple is giving you another one I’m fine with it, if you want it quickly, then let’s see if they can offer you in store pickup. If an Apple Store is too far away from you then you have to wait for it… bad things happen and I feel sorry about that but ??‍♂️

 

[Queen6]

Not Apple's fault FedEx lost your Mac, however you do want Apple to guarantee on paper the trade in cost as it's not your fault either and Apple agreed to the pricing with it's estimated delivery dates.

Q-6

 

[wilee]

I'm shocked Apple used Fedex for the shipping, this is definitely a grave fault from Apple side. For me Apple always used UPS and I never ever had any issues

Whatever seller is using Fedex you will almost certainly loose your package or got it delayed for 2-3 weeks

 

[bradl]

Respectfully disagree. FedEx is Apple's shipping partner that they chose, and they guaranteed a delivery by 11/16 not 12/7.

3 simple words debunk the problem you are proclaiming to have: Chain Of Custody.

Apple chose FDX and UPS as their shipping partners; you are correct with that. However, once the transfer of your Mac went from Apple to FDX, custody of that Mac left Apple's possession and entered FDX's possession. They would then be the ones responsible for the custody of your Mac. That means that it is their (FedEx's) responsibility to hold onto your Mac and make sure that it reaches you successfully. The shipping of that Mac is, at that point, out of Apple's hands and control.

FDX lost your Mac; FDX is responsible for the costs associated with that Mac, let alone the cost of shipping that Mac. They would owe Apple for the loss of that, not you.

Furthermore, sending a customer who ordered a product one month ago to very back of the line is poor customer service.

So are you supposed to take someone else's Mac who also ordered at the same time you did and let them incur the longer wait on their guaranteed delivery because the carrier lost yours? By that reckoning, according to the other person whose Mac you took because yours was lost, that is "poor customer service".

People who ordered their machine yesterday will get it before I will.

I can guarantee you right now, that with the exception of in-store stock, no-one who ordered their Mac yesterday will get their Mac before you. At this point, I'd surmise that you're venting just to vent, but I can assure you that the statement above is absolutely not true.

Again, your issue is with FDX, not Apple. Apple accommodated you with either a refund or a new Mac to be shipped. That is not poor customer service; in fact, you're getting exactly what you have paid for. Now, what you should have done is that you should have argued for an extension to the extended return policy period because your Mac is now delayed. Again, that opportunity is lost; but again, not Apple's fault on that, either.

BL.

 

[ftp1989]

Is there anything preventing you from cancelling the order?
I would do just that and either place another one or, if you need the base model, just go to a store.

A month-old trade-in value and no guarantee that I'd get the MBP any sooner, with the 96W adapter anyway.

You're claiming you received terrible service from Apple because:

1. Fed Ex lost a package.
2. Apple didn't magically expedite you a backordered product.

LMAO.

This is an ignorant oversimplification. I thought the CS was poor and beneath the standard Apple has set for themselves over the years. It was among the worst I've personally experienced, based on a few factors including dealing with unknowledgeable reps. 'Terrible' is dramatic paraphrasing.

Apple getting the product to me in a timely manner is their responsibility regardless of how they do it. FedEx may have dropped the ball here, but it still makes Apple look bad. Apple did the bare minimum, and I'm still stuck waiting until December for a computer I ordered in October. I can think it's bad.

Not Apple's fault FedEx lost your Mac, however you do want Apple to guarantee on paper the trade in cost as it's not your fault either and Apple agreed to the pricing with it's estimated delivery dates.

Q-6

Thank you, this is constructive at least.

 

[GuruZac]

I'm shocked Apple used Fedex for the shipping, this is definitely a grave fault from Apple side. For me Apple always used UPS and I never ever had any issues

Whatever seller is using Fedex you will almost certainly loose your package or got it delayed for 2-3 weeks

Yeah the last several products I purchased all came via UPS, and I have to say, they've been fantastic. On time every time. the last several products (Apple and non-Apple) that have shipped via FedEx have not come on time. Even USPS has been better than FedEx.

I feel bad for the OP insomuch as it sucks to have to wait, but it is not Apple's fault. However, Apple should most certainly honor the trade value initially given to him with the initial order because delays and theft are not the OPs problem or fault.

 

[ftp1989]

3 simple words debunk the problem you are proclaiming to have: Chain Of Custody.

Apple chose FDX and UPS as their shipping partners; you are correct with that. However, once the transfer of your Mac went from Apple to FDX, custody of that Mac left Apple's possession and entered FDX's possession. They would then be the ones responsible for the custody of your Mac. That means that it is their (FedEx's) responsibility to hold onto your Mac and make sure that it reaches you successfully. The shipping of that Mac is, at that point, out of Apple's hands and control.

FDX lost your Mac; FDX is responsible for the costs associated with that Mac, let alone the cost of shipping that Mac. They would owe Apple for the loss of that, not you.



So are you supposed to take someone else's Mac who also ordered at the same time you did and let them incur the longer wait on their guaranteed delivery because the carrier lost yours? By that reckoning, according to the other person whose Mac you took because yours was lost, that is "poor customer service".



I can guarantee you right now, that with the exception of in-store stock, no-one who ordered their Mac yesterday will get their Mac before you. At this point, I'd surmise that you're venting just to vent, but I can assure you that the statement above is absolutely not true.

Again, your issue is with FDX, not Apple. Apple accommodated you with either a refund or a new Mac to be shipped. That is not poor customer service; in fact, you're getting exactly what you have paid for. Now, what you should have done is that you should have argued for an extension to the extended return policy period because your Mac is now delayed. Again, that opportunity is lost; but again, not Apple's fault on that, either.

BL.

Thank you for this. The legal concepts aren't very relevant to me though, I'm looking at it more from a customer/user experience standpoint. While venting can be helpful, I'm not venting just to vent. I was looking for insights or tips, or maybe seeing if anyone else might have had a similar experience. (you know... what people do on discussion boards)

I’m not trying to take anyone else’s Mac so that they incur a longer wait. That being said, anyone else who ordered this same Mac isn’t going to have to wait 7-8 weeks to get it. Even if they had kept my place in line, it would not have doubled the wait time for the folks who ordered after me.

I know that Apple has extra stock of product to deal with customer service issues such as DOA devices so people don't have to wait twice as long for a product they've already waited for. Certainly they have some levers to pull in order to provide the seamless experience they're known for.

 

[dmr727]

I know that Apple has extra stock of product to deal with customer service issues such as DOA devices so people don't have to wait twice as long for a product they've already waited for. Certainly they have some levers to pull in order to provide the seamless experience they're known for.

Yeah, I agree that it sucks that you went to the back of the line.

 

[Lobwedgephil]

Apple did the bare minimum, and I'm still stuck waiting until December for a computer I ordered in October. I can think it's bad.

My launch day order was scheduled for December, so not that outrageous here.

 

[bradl]

Thank you for this. The legal concepts aren't very relevant to me though, I'm looking at it more from a customer/user experience standpoint. While venting can be helpful, I'm not venting just to vent. I was looking for insights or tips, or maybe seeing if anyone else might have had a similar experience. (you know... what people do on discussion boards)

Fair enough. As for similar experience, in the US delivery thread (now over 550 pages) there have been a couple of people who have had similar experience... interestingly enough, the common link between those who had something like this happening and you is the carrier: FDX. Everyone who had theirs shipped via UPS haven't had a problem with lost Macs. Yes, they have sat in purgatory in ZSPD (Shanghai) or ZHCC (Zhengzhou), but they have at one point or another made it out.

What is going to happen here is that FDX now has to compensate Apple for the lost Mac. You should also press FDX to own up to it, as well as having Apple comp you something for the delay.

I know that Apple has extra stock of product to deal with customer service issues such as DOA devices so people don't have to wait twice as long for a product they've already waited for. Certainly they have some levers to pull in order to provide the seamless experience they're known for.

The question which may be the tale of the tape here: Was your Mac a base or stock model, or was it something BTO? If it is BTO, then that may be a problem as it would take longer to either find the same model, or have it built again. Hence why you should check to see if they'll extend you past the 14-day return period, especially since they extended it for all purchases made in November.

I mean, I was looking at purchasing the Mac I want around the 2nd of November. Looking at estimated delivery times, that would put my getting that Mac until the week of Christmas. The problem with that: the 14-day return window and the extended return window would end on the same exact day, so what good would this extended return window do for me if I'm only going to have the normal 14 days anyway?

Since that would now be happening with you (I'm assuming so, you haven't posted what the new expected delivery date is), it may now fall in that window where the normal 14-day window is longer than the extended window, which isn't fair to you. That battle is worth fighting.

BL.

 

[slpslee1]

Oh, and I have a trade-in through Apple that's expiring, because I initiated it a month ago, and the values have since dropped.

I am so sorry. That's like everybody's worst new laptop nightmare. I lost my trade-in, too, because I got the box so fast, by the time I got the new laptop, I had zero time left to make sure everything was up and running, wipe the old one, box it up and send it off. But oh, well, I really like that little MacBook Air anyway. I just took it as a sign I should keep it.

 

[SpotOnT]

I would just contact them via chat and tell them you are very disappointed about having to wait so long. Maybe they will give you a small gift card. Maybe not. Either way, short of driving the 4.5 hrs to a retail store, I don't think there is much you can do to get another computer faster. Apple isn't really sitting on a bunch of extra stock with these devices.

Also make sure to explain that you won't make the product trade-in on time due to their delay and you want them to confirm that they will honor the trade-in late at the original agreed upon price.

This is really a bummer though. The only thing worse, in my experience, is actually getting the laptop, but finding it was smashed in shipping. Then you have to wait for a new one and work to send them the trashed laptop back.

 

[metapunk2077fail]

I never buy anything online for over $/£/€ 100 unless I'm going to pick it up or if the business is local.

The way packages are treated in international shipping is terrible. I don't even check in big luggage in airport anymore.

 

[Larsvonhier]

1st world "problems"...

 

[CheesePuff]

This isn't the 'gotcha' that you think it is.

So if you order food via DoorDash and it arrives half eaten by the delivery driver, do you hold the restaurant accountable?