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So if you order food via DoorDash and it arrives half eaten by the delivery driver, do you hold the restaurant accountable?
Yes, according to the OP logic. The new food should arrive the exact same time as well. It is the restaurant's responsibility to know when delivery drivers are hungry and should double up on food orders to cover this.

Company's point of view: Consumer should have ordered two MacBooks. The purchaser should have known that FedEx would lose one and ordered two. They have 15 days to return the extra one.
 
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This thread is a perfect example of people defending Apple and putting the blame elsewhere (blaming the OP and the courier). What these people fail to understand that this issue is a consumer one and thus the issue lies at the door of Apple and only Apple. The contract of sale is between the customer and Apple. It is Apples responsibility to make sure that the product reaches the customer not only in good working order but also within a satisfactory time frame. If Apple gives a delivery date, Apple is expected to honour that delivery date. If something goes wrong with delivery, it is still Apple's responsibility to sort it out.

In this case, the OP is correct, the missing macbook is still Apple's responsibility regardless of the courier losing the item. The OP should be having no contact with the courier, only with Apple. All the OP should do in this situation is contact Apple, tell them that the macbook has not been recieved on the date specified and then it's Apple's responsibility to do the rest (to find the missing macbook). Apple should then email or phone the OP to inform them their order has been misplaced/lost and that a replacement has been sent out straight away.
 
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!
Don’t blame Apple, blame FedEx. Yeah it sucks that you’re getting your computer so late, but shift your blame correctly.
 
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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.
It doesn’t matter. Where do you think the stock from local stores comes from? No matter where you buy the product, it comes from China. So your logic is flawed. A MacBook that is bought in store has the same probability of it getting lost or damaged.
 
Yes, according to the OP logic. The new food should arrive the exact same time as well. It is the restaurant's responsibility to know when delivery drivers are hungry and should double up on food orders to cover this.

Company's point of view: Consumer should have ordered two MacBooks. The purchaser should have known that FedEx would lose one and ordered two. They have 15 days to return the extra one.
But I dare say if you complain to the restaurant about your order, they would at least expedite another order for you regardless of how many orders are front of the OP’s order. Don’t tell me you expect your dinner for today to be delivered a week from now and you are ok with it?
 
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But I dare say if you complain to the restaurant about your order, they would at least expedite another order for you regardless of how many orders are front of the OP’s order. Don’t tell me you expect your dinner for today to be delivered a week from now and you are ok with it?
..but it had nothing to do with the restaurant? in this example, the third party courier, DoorDash, would be responsible.
 
..but it had nothing to do with the restaurant? in this example, the third party courier, DoorDash, would be responsible.
There is a reason why we can’t file a complain to FedEx or any courier if we are not the person/company selling/shipping the product?

If you try to file a claim with FedEx as the receiver, they will tell you to contact the shipper so the shipper can file a claim and kickstart the investigation with FedEx?

So what I am saying is as a buyer of anything, you really are at the mercy of the courier and the company that you bought the product from because they are the only ones that can initiate any type of investigation and/or file a claim.
 
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I had a shipped Amazon via USPS go missing recently. Amazon apologized for the delay and said if it didn't arrive by xx date to request a replacement, which I did with an Amazon bot. No need to contact the shipper. The onus to make it right is on the vendor, not the shipping company. Those issues between the shipper and shipping company are worked out behind the scenes. These are huge shipping contracts. Apple and every other large company has staff that deal with refunds/credits of late and lost shipments. If you paid Apple for expedited delivery and it was late, you can contact Apple for a refund. I've done it and it's easy.
 
..but it had nothing to do with the restaurant? in this example, the third party courier, DoorDash, would be responsible.
the courier is not responsible to the customer, they are responsible to the people that hire them, the restaurant, hence the restaurant is responsible. It is the resturants sole responsibility to make sure that the people/company they hire are trustworthy.

From a business persepctive the courier company is responsible
From a consumer perspective the restaurant is responsible
 
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the courier is not responsible to the customer, they are responsible to the people that hire them, the restaurant, hence the restaurant is responsible. It is the resturants sole responsibility to make sure that the people/company they hire are trustworthy.
Yes, exactly. The restaurant and the delivery service have a contractual relationship. If there's a delivery issue, it's for them to work out. It's not between the end customer and the delivery service to work out the issue.
 
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Yes, exactly. The restaurant and the delivery service have a contractual relationship. If there's a delivery issue, it's for them to work out. It's not between the end customer and the delivery service to work out the issue.
Then you have never used Uber Eats, DoorDash, etc or any other similar service. You can only submit issues or obtain support through them, and the restaurant will also tell you that if you call them.
 
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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 ??‍♂️

Parcels of all sizes get lost all the time. Labels get damaged.

I had a box about 3x the size of a MacBook get lost by UPS. It ended up in Overgoods about a month later. The label had been damaged in transport (By US Customs, no less), it became unreadable, so it was sent there to be opened and cataloged.

I did eventually get it though. I just had to open an investigation and describe the item/packaging, then it found it's way back to me... Some 3 months later.
 
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Then you have never used Uber Eats, DoorDash, etc or any other similar service. You can only submit issues or obtain support through them, and the restaurant will also tell you that if you call them.
That happens because people do not exercise their consumer rights. Granted it depends on which country you are in BUT in general, if you use a delivery service such as Uber Eats or Deliveroo or one of the others, the same sale of contract applies, which is customer to resturant/fast food place. Again, depending on which country you live in, if the resturant/ fast food place told it's customer to contact the courier they are then breaking consumer law because when you purchase food or any item online or over the phone, the sale of contract is with you and the restaurant, not with the courier. Just because Uber and the restaurants behave the way they do does not mean it's right, it's just that not enough people complain to their local authourity that Uber and the resturants are not behaving within the law.
 
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It doesn’t matter. Where do you think the stock from local stores comes from? No matter where you buy the product, it comes from China. So your logic is flawed.

How is my logic flawed? If Shanghai fails to deliver to the Apple Store it's not a customer's problem. Doh.
 
The only way for you to get your MBP now, is if Apple basically gives someone else his MBP that he ordered to you, and now that other person has to wait 3 more weeks.

The big question is, why are you entitled to take someone else his MBP that he ordered? Because that is the only way you can instantly get a new MBP without waiting for a new one that is made in China.

Just wait an other 3 weeks for your new MBP that Apple is shipping to you. You do realize that Apple don't have these MBP in stock right?
 
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How is my logic flawed? If Shanghai fails to deliver to the Apple Store it's not a customer's problem. Doh.
because you straight out said that packages in international shipping is terrible? when in fact all products you buy has to go through the same international shipping?

Unless you are just talking about the misplacement aspect of it?!
 
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That happens because people do not exercise their consumer rights. Granted it depends on which country you are in BUT in general, if you use a delivery service such as Uber Eats or Deliveroo or one of the others, the same sale of contract applies, which is customer to resturant/fast food place. Again, depending on which country you live in, if the resturant/ fast food place told it's customer to contact the courier they are then breaking consumer law because when you purchase food or any item online or over the phone, the sale of contract is with you and the restaurant, not with the courier. Just because Uber and the restaurants behave the way they do does not mean it's right, it's just that not enough people complain to their local authourity that Uber and the resturants are not behaving within the law.
Definitely not the case in the US..
 
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.
Thanks for the advice! Appreciate the empathy as well.

So if you order food via DoorDash and it arrives half eaten by the delivery driver, do you hold the restaurant accountable?
This isn't germane. Apples to oranges. A $2,000 computer is not a $30 meal.

But no, I hold DoorDash accountable because they took my money and I ordered through their app. I didn't order this MBP from FedEx. Apple already charged me for this item and is delivering it a full month late.

This thread is a perfect example of people defending Apple and putting the blame elsewhere (blaming the OP and the courier). What these people fail to understand that this issue is a consumer one and thus the issue lies at the door of Apple and only Apple. The contract of sale is between the customer and Apple. It is Apples responsibility to make sure that the product reaches the customer not only in good working order but also within a satisfactory time frame. If Apple gives a delivery date, Apple is expected to honour that delivery date. If something goes wrong with delivery, it is still Apple's responsibility to sort it out.

In this case, the OP is correct, the missing macbook is still Apple's responsibility regardless of the courier losing the item. The OP should be having no contact with the courier, only with Apple. All the OP should do in this situation is contact Apple, tell them that the macbook has not been recieved on the date specified and then it's Apple's responsibility to do the rest (to find the missing macbook). Apple should then email or phone the OP to inform them their order has been misplaced/lost and that a replacement has been sent out straight away.
Thank you! Sadly, none of this happened. Apple did nothing in this case...
–I had to contact FedEx to learn the order was missing
–I had to then contact Apple to let them know
–I had to ask Apple to process a replacement on my behalf
–Apple basically placed a new order for me after I had already paid for an item (charged at the time of shipment) that will now not arrive for another month.

Apple is very literally not doing anything in this case beyond fulfilling their original obligation 3 weeks late, charging me a month in advance and allowing my trade-in value to expire.

And Apple is sending him a new one. Case closed.
This would make sense if it were shipping today, but it's not. So they are not fulfilling the order I placed, but instead placing a new one. I already waited a month and paid them for this computer.

No, you're just a brat.
image-229x300.jpg

I did not realize that shipping was 'guaranteed'. I always thought it was 'estimated'.

Do you also get upset if it arrives a day early? Because technically, that is NOT the day they told you that it would be there.
Again, this is not germane. 1 day early =/= 3 weeks late. This is the difference between going above and beyond on a promise, and breaking one. Do you see how these two things are not the same?

The only way for you to get your MBP now, is if Apple basically gives someone else his MBP that he ordered to you, and now that other person has to wait 3 more weeks.

The big question is, why are you entitled to take someone else his MBP that he ordered? Because that is the only way you can instantly get a new MBP without waiting for a new one that is made in China.

Just wait an other 3 weeks for your new MBP that Apple is shipping to you. You do realize that Apple don't have these MBP in stock right?
This is, again, categorically false. Apple charged me and is not honoring my place in line. If Apple shipped me the computer of the person behind me, then they would not have to wait 3 weeks. They would get their computer next, so on and so forth, in sequential order. The only thing I am entitled to, is to receive the computer that I have already paid for. Folks whose machines have not yet shipped, have not paid for them.

People are not understanding that the only people who have to wait this long for the MBP I ordered, are those who order it today, 11/18. I placed my order 1 month ago, on 10/19. It is not the same.
 
Thanks for the advice! Appreciate the empathy as well.


This isn't germane. Apples to oranges. A $2,000 computer is not a $30 meal.

But no, I hold DoorDash accountable because they took my money and I ordered through their app. I didn't order this MBP from FedEx. Apple already charged me for this item and is delivering it a full month late.


Thank you! Sadly, none of this happened. Apple did nothing in this case...
–I had to contact FedEx to learn the order was missing
–I had to then contact Apple to let them know
–I had to ask Apple to process a replacement on my behalf
–Apple basically placed a new order for me after I had already paid for an item (charged at the time of shipment) that will now not arrive for another month.

Apple is very literally not doing anything in this case beyond fulfilling their original obligation 3 weeks late, charging me a month in advance and allowing my trade-in value to expire.


This would make sense if it were shipping today, but it's not. So they are not fulfilling the order I placed, but instead placing a new one. I already waited a month and paid them for this computer.


image-229x300.jpg


Again, this is not germane. 1 day early =/= 3 weeks late. This is the difference between going above and beyond on a promise, and breaking one. Do you see how these two things are not the same?


This is, again, categorically false. Apple charged me and is not honoring my place in line. If Apple shipped me the computer of the person behind me, then they would not have to wait 3 weeks. They would get their computer next, so on and so forth, in sequential order. The only thing I am entitled to, is to receive the computer that I have already paid for. Folks whose machines have not yet shipped, have not paid for them.

People are not understanding that the only people who have to wait this long for the MBP I ordered, are those who order it today, 11/18. I placed my order 1 month ago, on 10/19. It is not the same.

So you expect alot of people getting delayed to fix your problem? That is not going to happen.

You just have to wait for a new machine rolling out of China.
 
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Broadly speaking, there are two trains of thought in this thread. One, where folks are leading with empathy and have presumably experienced something similar making them more familiar with and sensitive to these kinds of situations. And another where people think I'm whining, which is fair, but the hostility is unnecessary when you can just be nice or move on without commenting.

Received this gem today:
Screen Shot 2021-11-18 at 9.53.46 AM.png



So you expect alot of people getting delayed to fix your problem? That is not going to happen.

You just have to wait for a new machine rolling out of China.
No. I also don't expect to be responsible for the logistics of Apple getting their customers their orders on time (which in this case they have failed to do).

Fixing my problem likely does not (noticeably) delay others (i.e. people getting their deliveries a few days later than they could have, but still well within their 1 week delivery estimate vs. me getting mine 3-4 weeks outside of mine). It is simply Apple honoring orders in the order they are received.
 
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because you straight out said that packages in international shipping is terrible?

I didn't say that. I said I don't want anything over 100 bucks shipped to me internationally. It's my choice. You do yours. I don't even trust Uber drivers. Got scammed by one. I don't trust food delivery drivers. I have no doubt some have messed with someone's food at some point.
 
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