I get you, you have no idea how nervous I was when Uber was in charge of my courier delivery of my MacBook last month.
But everything went smoothly. I was tracking the uber every minute. lol
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FedEx Lost My New 14" MacBook Pro
- Thread starter ftp1989
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But everything went smoothly. I was tracking the uber every minute. lol
I understand that you're frustrated and I'm sorry that someone at FedEx botched this entire thing for you.
It sounds like eventually you called the right people, in this case Apple, who opened an investigation and it seems that the process was quick and ended in your favor. Sometimes, those can get drawn out a bit. Glad to see they moved to quick resolve and start building you a replacement unit right away. Unfortunately, from a logistics perspective, it's not easy to just start shoving people around in line since BTO units are built by serial number to respective customers. If the world were in a more stable place and stock wasn't so dangerously low, I have a feeling things would be more rapid for you. Sorry also this happened to you in these circumstances.
It seems like a cluster of bad luck.Question, while you were communicating with apple, I'm wondering if you asked about the trade in value. To me, that would have been a very important part of the discussion. If you have a case number, I would advise getting on the phone right away and politely chatting with them about your situation and hoping you can get an extension on the original trade in estimate. All that said, it's entirely possible that even if things had gone right, the trade in company would have de-valued the computer and sent you a revised invoice that would be your choice to accept or not. I've had that happen a few times and it's not pleasant. In your case, I might recommend trying to see if they would allow you to bring the trade computer to a local Apple Store and have a staff member evaluate the machine on site and offer you a gift card or some other solution for the original estimate. It might assure you that you get what you thought you were signing up for.
Have you asked Apple to put the trade in on hold? because it is not right that you are going to lose out due to Apple losing your macbook (yes even though fed ex lost the package, the responsibility of it's loss is still down to Apple).
Not surprised Fedex lost it. I've had 2 things lost by them before. One was a giant bed. They sent to the wrong address in a different state. How you do that is beyond me. Nearly 90% of packages I get via FedEx is almost always delayed. USPS, UPS has been far more reliable.
OP wrote:
"The legal concepts aren't very relevant to me though, I'm looking at it more from a customer/user experience standpoint..."
Ahem.
When it comes to settling disputes, legal "concepts" are EVERYTHING.
"Customer experience" counts for something, but whatever it counts for remains secondary to legal matters.
Your "user experience" doesn't really matter much at all.
You can't blame Apple for the fact that (once they turned the package over the FedEx) the shipper either mishandled it, or it got stolen in Memphis (lotta sticky fingers in that town, I'll reckon). Since the package (and tracking) literally "dropped from sight" after it arrived in Memphis, "stolen" seems like a pretty good guess to me.
Was this a "build-to-order"? (I'll guess "yes")
Apple did what they could -- set you up for another one on the production line.
It's not their fault...
"The legal concepts aren't very relevant to me though, I'm looking at it more from a customer/user experience standpoint..."
Ahem.
When it comes to settling disputes, legal "concepts" are EVERYTHING.
"Customer experience" counts for something, but whatever it counts for remains secondary to legal matters.
Your "user experience" doesn't really matter much at all.
You can't blame Apple for the fact that (once they turned the package over the FedEx) the shipper either mishandled it, or it got stolen in Memphis (lotta sticky fingers in that town, I'll reckon). Since the package (and tracking) literally "dropped from sight" after it arrived in Memphis, "stolen" seems like a pretty good guess to me.
Was this a "build-to-order"? (I'll guess "yes")
Apple did what they could -- set you up for another one on the production line.
It's not their fault...
My take: While FedEx was responsible for the mishandling of the package, Apple is responsible for their pipeline and the overall experience. I believe it would be incumbent on them to investigate and take actions to either mitigate the risk, and if that's not possible with this service vendor, then find another to provide delivery services to their customers.
No chance of that happening. Apple has been using Fedex successfully for decades. They're not going to change and there is no reason to change vendors. All vendors lose packages.
I understand that you're frustrated and I'm sorry that someone at FedEx botched this entire thing for you.
It sounds like eventually you called the right people, in this case Apple, who opened an investigation and it seems that the process was quick and ended in your favor. Sometimes, those can get drawn out a bit. Glad to see they moved to quick resolve and start building you a replacement unit right away. Unfortunately, from a logistics perspective, it's not easy to just start shoving people around in line since BTO units are built by serial number to respective customers. If the world were in a more stable place and stock wasn't so dangerously low, I have a feeling things would be more rapid for you. Sorry also this happened to you in these circumstances.
Question, while you were communicating with apple, I'm wondering if you asked about the trade in value. To me, that would have been a very important part of the discussion. If you have a case number, I would advise getting on the phone right away and politely chatting with them about your situation and hoping you can get an extension on the original trade in estimate. All that said, it's entirely possible that even if things had gone right, the trade in company would have de-valued the computer and sent you a revised invoice that would be your choice to accept or not. I've had that happen a few times and it's not pleasant. In your case, I might recommend trying to see if they would allow you to bring the trade computer to a local Apple Store and have a staff member evaluate the machine on site and offer you a gift card or some other solution for the original estimate. It might assure you that you get what you thought you were signing up for.
Thank you for the advice, I appreciate it. They haven't given me a case number, which I thought was kind of weird since it seemed like a 'case' to me. That was part of my disappointment to begin with, reps who failed to assess the situation and escalate it appropriately.
So about that trade-in.... I have been told twice now to call back when I receive the computer, once incorrectly that the value won't change if the computer is in the same condition (the value has already decreased since 10/19), and another time that they will re-initiate the trade at the same value. I say this as respectfully as possible–I don't trust them because it's not unusual for a rep to tell a customer something, and send them into the store with the wrong information, etc. Then not only is the customer screwed, but so is the employee who ends up having to deal with them.
Again, the legality of this does not matter to me. From what I have seen over the years, Apple is not litigious if they don't have to be, and neither am I. I have 0 interest in settling this 'dispute' legally. I have faith that Apple will do the right thing, or at least show a little more concern, as they always have. If they don't, then that sucks for me and leaves me with a sour taste in my mouth and the option to take my business elsewhere (which ultimately does not matter).
It's technically BTO, but not really. It's a base model silver 14" with a 96W adapter instead of the standard 67W.
I agree with you that it's not technically Apple's fault, but I disagree that they have done all they could:
–I placed my order on 10/19 and they are now prioritizing it as though it were placed on 11/16
–I have already paid them for the order when it shipped on 11/4 for a product that I will now not receive until 12/4
–People who are now ahead of me in Apple's shipping queue have not yet been charged for their orders
–I have an expiring trade-in on a trade that they initiated based on an order that was placed on 10/19 not 11/16
They can, have, and do treat their customers better.
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1. They don’t have inventory to send you so they have to submit the order when they heard from you. What should they have done?
2. They still manufactured the computer and shipped the computer, both of which incur real costs. They also placed a new order for you where they are not charging you for. What should they have done?
3. I’m one of those customers. How does this impact you at all? What should they have done?
4. They already told you they will honor the trade-in value as quoted to you when you ordered. What should they have done?
"It's technically BTO, but not really. It's a base model silver 14" with a 96W adapter instead of the standard 67W."
That's all...? All this brouhaha is about?
Heck, I'd forget about the 96w adapter and just go to the nearest Apple Store and "buy one from stock".
A 67w MacBook "in-hand" is worth two 96w's "in the bush"...
That's all...? All this brouhaha is about?
Heck, I'd forget about the 96w adapter and just go to the nearest Apple Store and "buy one from stock".
A 67w MacBook "in-hand" is worth two 96w's "in the bush"...
Seriously... then escalate up the support channel and say you want to be able to exchange the 67w adapter for a 96w when they are in stock and then just be done with it.
1. They could have honored my place in the line that I've already waited in for a month, or at least appeared to have made some effort to. If they can't do that, then they could have escalated it to someone with the authority/experience to explain that and offer any relevant alternatives or options instead of charging me for computer, sending me to the very back, and saying tough luck.
2. They are a trillion dollar company that can incur costs that I, as an individual, cannot. They need to either treat it like I ordered this computer on 10/19 (like I did) and find a way to get it to me in a reasonable timeframe, or treat it like I ordered it 2 days ago and refrain from charging my card and initiating the trade-in deadline until it ships. What they have inadvertently done, instead, is merge together the worst aspects of each order date.
3. If you truly are one of those customers, and we are indeed in the same queue, then it impacts me because you are now ahead of me. If I placed my order ahead of you, and have already paid for my computer (also ahead of you), then I should also receive my computer ahead of you. Not being antagonistic, just logical. If our roles were reversed, then I'd hope that they took care of you before me.
4. They told me to call back if/when I receive the computer. They didn't provide any proof (manager approval, etc) outside of a frontline CS rep's word. They are charging me an additional $700 in 7 days if I don't ship my computer, which I won't, because they aren't delivering the computer I already bought for another 3 weeks. They have not made any exceptions to that end. Afterwards, via chat, I was able to schedule a supervisor callback in 3 days.
Indeed, that is what all this 'brouhaha' is about. I'm not trying to make a scene about it, but I can see how it appears that way when I'm stupidly and repeatedly explaining myself at length to (mostly) hostile strangers on the internet.
The closest store that has the computer in stock is 4.5 hours away. The computers are not available for in-store pickup locally at this time. The standalone adapter when purchased apart from the computer costs an additional $80 and is not available for 2-3 months. All of this will cause issues with how the order's been billed, so I'd likely have to just cancel the whole thing and forfeit the trade-in value to do this. If someone at Apple can figure out how to approve and extend the trade-in deadline with the original value, then the better and more probable option would be to just wait the 3-4 weeks for the replacement.
Posting here and getting (both kind and mean) perspectives has ultimately helped me work through my own logic in this regard, which is part of what I had hoped for. I'm not sure it was worth the grief, but I'm grateful to the mods for scrubbing the really nasty ones. So far it's been 36 of the 72 hours it takes for a supervisor to call back. If they do end up calling with an actual solution for what to do with this trade-in (doubtful), then I guess I'll just wait the additional 3-4 weeks for everyone else to get their orders before Apple makes good on my now month-old order.
Apple sent the return labels for the computer I never received at the same time they processed the replacement order.
Really what it boils down to, you think you are entitled to something for a mistake from a third party. Also forgetting that the world is having massive supply chain issues, and Apple, is still about the best in the world at this currently. Delays suck, your situation sucks, would have been nice of Apple to help you out a bit more, sure, but it is what it is. Hope you get your computer soon.
I agree with and appreciate the second half of what you wrote. I don’t feel entitled to anything other than the product that I have already paid for and the trade-in value I am now set to pay out of pocket for, which also happens to be with a third party partner of Apple’s, so I guess Apple’s off the hook and I’m SOL.
Agree. Apple should be questioning their shipping partners, and hold them accountable because their ineptness ruined Apple's own image.
Unfortunately, there are so many bad actors from all points (criminal org inside fedex for selling stolen goods, external org making deals with individual drivers, naught customers themselves, etc). Often times, the bad actors are internal, and went unnoticed. That's why it's up to high profile brands like Apple to hold big companies like Fedex accountable. End consumers are usually ignored unless they go to court.
I am pretty sure that in the contracts Apple has with all shipping providers there is a clause regarding lost shipments, where the shipping provider would need to compensate Apple for the lost of their product that has not made it to Apple's customer. That part isn't privy to the customer, but Apple would have to be compensated for their product that was lost at the hands of the shipper. That's where the aforementioned chain of custody comes in.
BL
1. How could they have done that? With the global supply chain issues, they don’t have any additional inventory. They’re also not going to stop taking new orders just for you. And you’re not the only one experiencing order issues related to poor courier service that they also have to deal with. What’s an escalation going to do? Again there’s no extra inventory. They did explain to you - but also you don’t live under a rock and are well aware of the supply chain issues no company is immune from.
2. Again, how can they possibly do this without inventory? They are sending it to you in a reasonable timeframe - they can’t make computers magically appear out of thin air. You’re being awfully obtuse here.
3. They’re filling orders based on when they’re received. They filled your original order. FedEx dropped the ball, so they’re getting you a replacement, which means you’re in the queue. Again they can’t make the impossible happen, which is what you seem to think they should be able to do. The reality is they can’t. I will get my computer when I get it. I don’t care if someone gets their computer before me - it takes longer for some geographic locations to receive orders due to customs and transit issues (which you are now experiencing). That’s just the reality of global supply chain economics.
4. I hear this concern, I do. At a certain point though, there has to be trust that they will honor what they’ve told you. Unfortunate reality of this is you have to wait until you have a computer in hand before anything can happen.
All those complaining at the OP about what is expected of Apple, every single one of you would have done EXACTLY the same thing if you had ordered an expensive item at the time it was released, told it got lost and then pushed you to the back of the queue where others who placed orders after you get their machine before you, meaning you have to wait a few months to get your replacement item. Not one of you would accept that scenerio and do not try and tell me you would. So please, stop with this crap of complaining about the OP because you know you would do and behave in exactly the same way.
Get real. You guys must live in some fantasy world where Apple will
- Apple has to tell all shipping companies with MBP already in transit by plane, boat, truck, train, and so ..... to hold off the delivery
- There has to be crazy coordinated effort between all these shipping companies to give someone his MBP to the OP and then change the entire planning of all MBP already being shipped.
- Many people who have been told that they receive their MBP today will have now to wait the next day to fix the problem of 1 person.
There is without a doubt mistakes going to happen by what you guys are proposing.
Apple did the best solution which doesn't screw over more people and is less error prone.
I do not profess to know how Apple's internal processes work with their courier when dealing with lost packages but I have worked in industry long enough to know how it should and does work. The OP had their package lost, that is not the OP's fault and thus the OP should not be penalised for it. The OP ordered the macbook long before others did and again, the OP should not be penalised for this. If there is insufficent stock then a set procedure is enacted which is that the last customer who placed an order for the exact same spec machine is told their order will be delayed whilst that machine is given priority to the customer that had theirs misplaced (lost). That is how it works in the industry, if there is insufficent stock it sucks that a customer has to lose out (if only for a short while). Should the last customer who placed an order for the same spec machine be penalised? of course not but that is how the system works when a company is having to deal with insufficent stock. No it isn't an ideal solution but we do not live in an ideal world, people have to learn to accept and live with that.
Does Apple use this type of approach? I have no idea.
Do keep us posted. For what it is worth, I have always had excellent experiences talking to Apple employees in the Apple Store (always get the feeling they want to go that extra mile to help me), whereas dealing with Apple on the phone can be a bit hit or miss.
I do think Apple could be treating you a bit better here. You have a charge on your card for a device that is now arriving nearly a month late. You don't know what your trade in value is going to be or how you are going to have to deal with that once the computer arrives. It sounds like you don't quite have/know your case number. In short, it certainly seems like a more stressful situation than you should have to deal with.
At the same time, though, we also don't know where Apple is coming from on this. It is the holidays. There are all sorts of shipping issues. There are supply chain issues. There are employment/staffing issues. So we don't really know what Apple could do for you, even if they wanted to be more helpful. For example, we don't know that a "stock" option with lower power charger would get to you faster. Your nearest store doesn't have any in stock, so they can't just hold one for you there etc. It really is just sort of unfortunate timing for everything.
I, also, highly doubt you are back to the end of the line now. Apple probably has a whole seperate list for people who need replacement devices, and you are probably sitting somewhere on that. The quoted time they are giving you is probably just a worst case scenario.
Hopefully when/if Apple calls you back, they can just do a little more to reassure you, explain what the process going forward will be with the trade in etc. Just try your best to explain to them what your biggest concerns are and what is stressing you out (is it not getting a replacement computer sooner, is it the trade-in, etc).
And, whatever happens, just remember that sometimes you just need to take a deep breath and take a step back. If they say the best they can do is send you another one in a few weeks and you have to call back then to deal with the trade-in. Ok, take it easy for a few weeks and don't let the delay sour your feelings towards your new Mac.
Or alternivietly, if this whole experience is feeling like more confusion/trouble than it is worth, you can always just cancel your order and reconsider purchasing the MBP (or a different device) at a later date. You know, sort of get a fresh start when things have calmed down a bit after the holidays. Or maybe make a fun weekend trip into town, once your nearest store has something in stock. You could also consider trying to sell your old Mac yourself rather than doing a trade-in. Crummy things happen sometimes (by which I mean, both your laptop got stolen/lost and Apple isn't being super helpful) and you just have to do the best you can with whatever feels right to you.
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What I would have done is call Apple and FedEx, made my concerns known and then be done with that and not post on this forum ever. I would not make a big deal out of it and cry on social media about it. I’m fully aware that things like this do happen. No one on the forum can help you anyway unless you want some handholding and a handkerchief.
I always worry about buying from Apple as they tend to use UPS here in the UK.
The last M1 Macbook I bought, UPS lost (or stole it) twice and the tracking is wildly out. They had to send 3 in total, was out of pocket for x2 payments and waited 2 months to finally get mine as it was coming from China - then another couple of weeks for a refund on the missing one while the investigation with UPS finished.
An Imac I ordered arrived days late too this year.
Apple have been very good on the phone though and they even admitted to me that reports of UPS 'losing items' was something they were keeping an eye on and lots of people were in the same position.
I'm probably typing this out of frustration though as I ordered a monitor (via Amazon) which should be arriving today by UPS.
UPS arrived on time outside my house just now, messed about in the back of the van then just drove off without actually delivering anything!
The last M1 Macbook I bought, UPS lost (or stole it) twice and the tracking is wildly out. They had to send 3 in total, was out of pocket for x2 payments and waited 2 months to finally get mine as it was coming from China - then another couple of weeks for a refund on the missing one while the investigation with UPS finished.
An Imac I ordered arrived days late too this year.
Apple have been very good on the phone though and they even admitted to me that reports of UPS 'losing items' was something they were keeping an eye on and lots of people were in the same position.
I'm probably typing this out of frustration though as I ordered a monitor (via Amazon) which should be arriving today by UPS.
UPS arrived on time outside my house just now, messed about in the back of the van then just drove off without actually delivering anything!
lol wow, talk about bad luck!
Ya, ever since the pandemic started, shipping to our house has been nuts. And on top of that, theft sort of skyrocketed when everyone was under quarantine, so you never saw your packages, even after they arrived several weeks late.
I just don't get things delivered anymore. Everything is purchased in-store or I get it shipped for in-store pickup. Luckily, I live in a reasonably sized city, so it is pretty easy to just say goodbye to shipping. Although I do miss getting international movies sometimes (the one thing I can't really buy locally).
Before the pandemic, I never once had any mail/package issues.