FedEx Lost My New 14" MacBook Pro

[laptech]

No one on the forum can help you anyway unless you want some handholding and a handkerchief.

By your quote I can see you the unsympathetic type of person. Help can be in many different forms and in the OP's situation, help can be in the form of knowing what is and isn't the right thing to do when dealing with a lost item. Help can be in the form of knowing how a company should respond/behave to that of how they shouldn't. Help can be in the form of knowing if the issue is an isolated incident or is it something that occurs more often.

Forums are there for the good and the bad, the positive and the negative. If somebody wants to complain or rant, let them BUT that person complaining or ranting comes has to understand it comes with consequences and those consequences is the person being judged/viewed/opinionated positively or negatively.

 

[fa8362]

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.

Wrong. This stuff happens all the time. No sense crying about. Mature people understand this. Way worse stuff happens to people. A delayed computer is nothing.

 

[Sam.b1]

Consider yourself lucky FedEx didn’t fake deliver your MacBook. I ordered a Dell XPS a couple of years ago that was shipped via FedEx and that FedEx claimed to have delivered to me. They even forged my signature. I ended up having to file a police report (which was a real pain, it took 5 trips to my local precinct before they accepted my report). A few weeks later an NYPD detective emailed me asking for some additional information. He also said this:
“I'm happy that Dell did right by you however, this remains an ongoing investigation. It’s actually bigger than what most people anticipated. This isn't an isolated incident. It’s occurring in Chicago, Florida and here in NYC. Thanks for your response!”

 

[Raebo]

A few months ago had to order a 10 dollar specialty part for our washer. The shipping cost was more than the part. Receive tracking number from shipper with delivery date about a week after order date. I am home that day when shipper stops in front of my house. I throw on some shoes to meet delivery person near their van but as I open the door to go outside, the van pulls away. I wait 3 more days and it is not delivered so I contact company where I ordered the part. They said they would contact shipper to try to find the part. Waited a week and heard nothing, contacted company and they said they would contact shipper again and to let them know if I didn’t hear anything in 7 more days. Didn’t hear anything so contacted company again and they said they would send me another part. About a week later the shipper shows up at my house with 2 packages.
Abut the same time that I had made this order I ordered a router through Amazon. Received a delivery date then on that date received a notice that it would be delayed and about 3 days later was told item was missing and Amazon refunded my credit card. This past year things have been much more hit and miss so I was worried about ordering a MacBook but it came right on time in excellent conditio.

 

[laptech]

Wrong. This stuff happens all the time. No sense crying about. Mature people understand this. Way worse stuff happens to people. A delayed computer is nothing.

Give it a rest with the 'Wrong' nonsense. If you know an expensive item you really wanted was about to be released and you was one of the early people to order it, then get told your item is lost and that due to all other orders being fullfilled and that you are going to have to wait 2 months or more for new stock to arrive, are you trying to tell me and others in this thread that all you will do is grumble a bit but accept the situation and wait how ever long it takes for new stock to arrive, whilst everyone else around you is getting theirs because 'stuff happens all the time'? If you are then I do not believe you.

What would actually happen is that you would be extremely annoyed, you would ring Apple telling them you are not happy and that you want the situation rectified now, not one month or two months later, now.

 

[baummer]

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.

No, I would not have behaved exactly the same way, especially understanding that there is not an unlimited supply, demand is high, and we’re dealing with global supply chain problems. Packages get lost or misdelivered, it happens.

 

[laptech]

No, I would not have behaved exactly the same way, especially understanding that there is not an unlimited supply, demand is high, and we’re dealing with global supply chain problems. Packages get lost or misdelivered, it happens.

utter rubbish. The macbook pro 14 retails for just over $2000 (delivery costs included in that) and your trying to tell me you would just basically shrug your shoulders and say 'it is what it is, stuff get's lost all the time' and accept that you have to wait 1 or 2 months for your expensive item whilst everyone else who ordered get's their macbook pro before you because theirs did not get lost. Are you trying to get me and others in here to believe that is how you would respond if the exact same happened to you?? Sorry but I do not believe you.

 

[3Rock]

utter rubbish. The macbook pro 14 retails for just over $2000 (delivery costs included in that) and your trying to tell me you would just basically shrug your shoulders and say 'it is what it is, stuff get's lost all the time' and accept that you have to wait 1 or 2 months for your expensive item whilst everyone else who ordered get's their macbook pro before you because theirs did not get lost. Are you trying to get me and others in here to believe that is how you would respond if the exact same happened to you?? Sorry but I do not believe you.

Yes I would. There’s nothing else you can do but wait. Do your part and make a complaint with Apple and the carrier and that’s it. No sense getting upset. This is happened to me a couple times before but not on the computer but other items. I made the notification and that was it. Was not terribly upset. What else is there to do? Go on social media forum and cry my eyes out. They can’t help. ?

 

[Hammie]

utter rubbish. The macbook pro 14 retails for just over $2000 (delivery costs included in that) and your trying to tell me you would just basically shrug your shoulders and say 'it is what it is, stuff get's lost all the time' and accept that you have to wait 1 or 2 months for your expensive item whilst everyone else who ordered get's their macbook pro before you because theirs did not get lost. Are you trying to get me and others in here to believe that is how you would respond if the exact same happened to you?? Sorry but I do not believe you.

Yup. Can't speak for baummer, but I am saying that.

Our company ships out a lot of high end IT gear (upwards to $100-200K per shipment) -- both domestically and internationally. The ratio of lost gear to received gear is very low, but it still happens. Maybe due to my understanding of this, I would be more accepting to the resolution. It happens. It sucks.

Cisco, a common vendor for us, it being hit very hard with certain models not available for over 120 days out. We had a high priority shipment lost. We ended up having to use a device from a test lab as a temporary installation to get the site up and running. We still had to wait the 120 days even with our status of purchasing from them. Not ideal, I know.

At least a replacement device is being shipped and that the resolution was not held up for months during a full investigation by Apple or FedEx. Apple resolved very quickly in regards to getting a replacement device started for the OP. Should they have said, just go to your local store, pick one up free of charge, then return when your new device arrives? That is expecting a lot from Apple and the depreciation of a returned item for Apple to deal with as a refurb.

Then again, maybe I am just far more tolerant as I get older. I could see the younger generation, like my kids who are in their early twenties, getting all uppity about that situation and expecting a replacement device immediately. I don't know. Life it too short to worry about the time a device is going to be delivered to me. Though I do the OPs point about the replacement value and Apple should hold that value during this ordeal.

 

[fa8362]

Give it a rest with the 'Wrong' nonsense. If you know an expensive item you really wanted was about to be released and you was one of the early people to order it, then get told your item is lost and that due to all other orders being fullfilled and that you are going to have to wait 2 months or more for new stock to arrive, are you trying to tell me and others in this thread that all you will do is grumble a bit but accept the situation and wait how ever long it takes for new stock to arrive, whilst everyone else around you is getting theirs because 'stuff happens all the time'? If you are then I do not believe you.

What would actually happen is that you would be extremely annoyed, you would ring Apple telling them you are not happy and that you want the situation rectified now, not one month or two months later, now.

No. Don't be silly. Apple would just laugh at you or anyone else demanding a replacement now. Temper tantrums don't work.

 

[laptech]

People in here have lost sight of the issue. You need to look back at page 1 and see how Apple responded to the OP's issue and his complaint of the issue, then take it in your head the sum of $2000 (rough amount of the cost of the macbook pro on Apple's website), yes, picture it as your own $2000, then go read back on page 1 how Apple initially responded to the issue and then come here with hand on heart and say if the EXACT same happened to you, your response would be 'yep, not a problem for me, item is lost, they have my money, no quick replacement, I have to wait a few months' because even still I will not believe you and you know why? because your all forgetting the most important thing, this is a newly released macbook, it's not something that has been out there for months and months, it's new, never been seen before and thus getting one before everyone else is a major factor. It's no different when a new song or music album comes out or a new movie at the cinema, or a new model of car you like, a new model TV or new model mobile phone, other something else that you desire or have been waiting ages to be released to the public, it get's released but your purchase is the one that gets messed up and your told to wait for new stock to arrive whilst everyone else around you has got theirs's. You go to school, all your mates have got this newly released item but you haven't because yours got lost or you go to work and all you work colleagues have got this newly released item but you haven't because yours was lost, then your mates/work colleagues start asking you where is yours because they know you wanted one and ordered one.

All this plays a big part in why people order what they do and expect the company to follow through. Now, are people still adamant that such a thing will and never bothers them and they are happy to let others around them show off the newly released item whilst your still having to wait for yours, even though you know you ordered yours way before they did and your trying to tell me this does not bother you because 'it's something that happens so have to accept it and put up with it'?? Utter rubbish, no one would behave that way. How they would behave is exactly how the OP behaved and if anyone tries to tell me different I chose to not believe them.

 

[Hammie]

People in here have lost sight of the issue. You need to look back at page 1 and see how Apple responded to the OP's issue and his complaint of the issue, then take it in your head the sum of $2000 (rough amount of the cost of the macbook pro on Apple's website), yes, picture it as your own $2000, then go read back on page 1 how Apple initially responded to the issue and then come here with hand on heart and say if the EXACT same happened to you, your response would be 'yep, not a problem for me, item is lost, they have my money, no quick replacement, I have to wait a few months' because even still I will not believe you and you know why? because your all forgetting the most important thing, this is a newly released macbook, it's not something that has been out there for months and months, it's new, never been seen before and thus getting one before everyone else is a major factor. It's no different when a new song or music album comes out or a new movie at the cinema, or a new model of car you like, a new model TV or new model mobile phone, other something else that you desire or have been waiting ages to be released to the public, it get's released but your purchase is the one that gets messed up and your told to wait for new stock to arrive whilst everyone else around you has got theirs's. You go to school, all your mates have got this newly released item but you haven't because yours got lost or you go to work and all you work colleagues have got this newly released item but you haven't because yours was lost, then your mates/work colleagues start asking you where is yours because they know you wanted one and ordered one.

All this plays a big part in why people order what they do and expect the company to follow through. Now, are people still adamant that such a thing will and never bothers them and they are happy to let others around them show off the newly released item whilst your still having to wait for yours, even though you know you ordered yours way before they did and your trying to tell me this does not bother you because 'it's something that happens so have to accept it and put up with it'?? Utter rubbish, no one would behave that way. How they would behave is exactly how the OP behaved and if anyone tries to tell me different I chose to not believe them.

This response makes total sense if you are just getting one to be first and show off to others.

I got one because it was a major upgrade to my 2013 model. I really don't think any of my co-workers care if I have the newest Mac laptop or not. I know my wife and kids just rolled their eyes at me getting one. My friends don't even know I got one. I did not need one that was custom built so I just walked into my Apple store and picked up the 14" 10/16/16/1TB model for $2499.

Do I feel bad for the OP that it was lost? Certainly. But I am sure their life is not going to end and friendships crumbled because they did not get it first in their social group.

Re-read your post and note how entitled it sounded.

 

[bradl]

All of this may be moot anyway.

Outside off this being a base model that could be bought in store, if the only difference is the change of charge cord, let's assume that this is BTO.

That said, the Mac I'm ordering is also going to be BTO, because of getting the 2TB SSD. If I had ordered this last week to 2 weeks ago, in looking at Apple's estimated delivery/shipping times, I was looking at a 5-7 week delay for shipping. Doing the math from that, that would have put me at getting that Mac on or around Christmas Day.

Not good. Why? Because despite my ordering that Mac in November and being eligible for Apple's extended holiday return period, 2 weeks from Christmas Day would be January 8th, which is 14 days, and in their normal 14-day return window, rendering that return period moot and irrelevant.

Checking today, shipping times for the Mac I have specced out is now at 1-2 weeks, so I could get it as early as 12/9.

What does the Mac I want have to do with this? Nothing; however, the shipping time does. If this is truly BTO, Base model plus the power adapter puts the OP out at the same period: 1-2 weeks. That isn't only negligible compared to the 5-7 weeks others are still waiting, but still nets you the extra week of the holiday return period. Granted, it isn't the 28-35 days the OP should be getting, but that is better than the standard 14 if the 5-7 week period held firm. I would still be arguing for the extension of that return period based on the original delivery date and the fact that the Mac was lost by FDX.

BL.

 

[rawweb]

All of this may be moot anyway.

Outside off this being a base model that could be bought in store, if the only difference is the change of charge cord, let's assume that this is BTO.

That said, the Mac I'm ordering is also going to be BTO, because of getting the 2TB SSD. If I had ordered this last week to 2 weeks ago, in looking at Apple's estimated delivery/shipping times, I was looking at a 5-7 week delay for shipping. Doing the math from that, that would have put me at getting that Mac on or around Christmas Day.

Not good. Why? Because despite my ordering that Mac in November and being eligible for Apple's extended holiday return period, 2 weeks from Christmas Day would be January 8th, which is 14 days, and in their normal 14-day return window, rendering that return period moot and irrelevant.

Checking today, shipping times for the Mac I have specced out is now at 1-2 weeks, so I could get it as early as 12/9.

What does the Mac I want have to do with this? Nothing; however, the shipping time does. If this is truly BTO, Base model plus the power adapter puts the OP out at the same period: 1-2 weeks. That isn't only negligible compared to the 5-7 weeks others are still waiting, but still nets you the extra week of the holiday return period. Granted, it isn't the 28-35 days the OP should be getting, but that is better than the standard 14 if the 5-7 week period held firm. I would still be arguing for the extension of that return period based on the original delivery date and the fact that the Mac was lost by FDX.

BL.

Lots of arguments about the extended return period.

This exists because gifts purchased for people for the holidays would be sitting wrapped under a tree or however one celebrates from late October to late December. I know a lot of people game the system in ways I won’t mention, but the system is really designed for gift returns and exchanges. Nothing more or less. Receiving an item around Christmas still grants a 14 day return under Apples policy after receiving the item from shipping, which is always the case.

 

[bradl]

Lots of arguments about the extended return period.

This exists because gifts purchased for people for the holidays would be sitting wrapped under a tree or however one celebrates from late October to late December. I know a lot of people game the system in ways I won’t mention, but the system is really designed for gift returns and exchanges. Nothing more or less. Receiving an item around Christmas still grants a 14 day return under Apples policy after receiving the item from shipping, which is always the case.

True, but when they offer that period for all purchases in the month of November, and someone doesn't get that purchase until the window for that extended period meets the normal return period, that time for the extended period means nothing.

Under normal circumstances, that's on the customer. However, when the customer isn't at fault for the time lost in that window, because, say, the shipping carrier loses the purchase, the extra time lost because of that loss also counts against the customer, through no fault of their own. Getting that time from a purchase made in good faith by the customer isn't gaming the system. It is getting that period honored because neither the seller nor the buyer were at fault, and the extended period was a term and condition agreed upon by both the seller and buyer.

BL.

 

[Hammie]

All of this may be moot anyway.

Outside off this being a base model that could be bought in store, if the only difference is the change of charge cord, let's assume that this is BTO.

That said, the Mac I'm ordering is also going to be BTO, because of getting the 2TB SSD. If I had ordered this last week to 2 weeks ago, in looking at Apple's estimated delivery/shipping times, I was looking at a 5-7 week delay for shipping. Doing the math from that, that would have put me at getting that Mac on or around Christmas Day.

Not good. Why? Because despite my ordering that Mac in November and being eligible for Apple's extended holiday return period, 2 weeks from Christmas Day would be January 8th, which is 14 days, and in their normal 14-day return window, rendering that return period moot and irrelevant.

Checking today, shipping times for the Mac I have specced out is now at 1-2 weeks, so I could get it as early as 12/9.

What does the Mac I want have to do with this? Nothing; however, the shipping time does. If this is truly BTO, Base model plus the power adapter puts the OP out at the same period: 1-2 weeks. That isn't only negligible compared to the 5-7 weeks others are still waiting, but still nets you the extra week of the holiday return period. Granted, it isn't the 28-35 days the OP should be getting, but that is better than the standard 14 if the 5-7 week period held firm. I would still be arguing for the extension of that return period based on the original delivery date and the fact that the Mac was lost by FDX.

BL.

If it is truly the base with just the 96W charging brick, then I think Apple should advise the OP to go to the local store and pick up the base. At that time do the trade-in at the store. As a courtesy, they could send a complimentary 96W charger.

That is what I would push for. If it is anything more than that. A wait is necessary, IMO.

 

[bradl]

If it is truly the base with just the 96W charging brick, then I think Apple should advise the OP to go to the local store and pick up the base. At that time do the trade-in at the store. As a courtesy, they could send a complimentary 96W charger.

That is what I would push for. If it is anything more than that. A wait is necessary, IMO.

According to the OP, it is:

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.

However, the bold is a very very good idea.

BL.

 

[rawweb]

If it is truly the base with just the 96W charging brick, then I think Apple should advise the OP to go to the local store and pick up the base. At that time do the trade-in at the store. As a courtesy, they could send a complimentary 96W charger.

That is what I would push for. If it is anything more than that. A wait is necessary, IMO.

Good advice, if I were in this position, I would push apple to do this. It sounds like an equitable option for all involved.

True, but when they offer that period for all purchases in the month of November, and someone doesn't get that purchase until the window for that extended period meets the normal return period, that time for the extended period means nothing.

Under normal circumstances, that's on the customer. However, when the customer isn't at fault for the time lost in that window, because, say, the shipping carrier loses the purchase, the extra time lost because of that loss also counts against the customer, through no fault of their own. Getting that time from a purchase made in good faith by the customer isn't gaming the system. It is getting that period honored because neither the seller nor the buyer were at fault, and the extended period was a term and condition agreed upon by both the seller and buyer.

BL.

It’s a “holiday” return policy. Is it great for people that buy a computer in November to return it in January? Sure. Unfortunately, I know people who abuse it to 'rent' the latest and greatest, then return it. At the end of the day, it’s not what the policy is designed for. But that isn't what the point is. The extended holiday policy is designed so a person who opens a gift on Christmas isn’t SOL and can return or exchange it with a typical return period. I wish the circumstances were different for OP, but unfortunately, it's not.

 

[bradl]

It’s a “holiday” return policy. Is it great for people that buy a computer in November to return it in January? Sure. Unfortunately, I know people who abuse it to 'rent' the latest and greatest, then return it. At the end of the day, it’s not what the policy is designed for. But that isn't what the point is. The extended holiday policy is designed so a person who opens a gift on Christmas isn’t SOL and can return or exchange it with a typical return period. I wish the circumstances were different for OP, but unfortunately, it's not.

View attachment 1914392

But here's the funny thing.. Those that open it on Christmas Day get the same length of time as anyone else. 14 days from Christmas Day is January 8th. Granted, those who are gifting it will get the benefit, especially if the Mac was ordered early, but a lot of early adopters are getting a huge advantage on being able to return/exchange for the model they want because they are ordering it for themselves.

BL.

 

[DMG35]

Good advice, if I were in this position, I would push apple to do this. It sounds like an equitable option for all involved.




It’s a “holiday” return policy. Is it great for people that buy a computer in November to return it in January? Sure. Unfortunately, I know people who abuse it to 'rent' the latest and greatest, then return it. At the end of the day, it’s not what the policy is designed for. But that isn't what the point is. The extended holiday policy is designed so a person who opens a gift on Christmas isn’t SOL and can return or exchange it with a typical return period. I wish the circumstances were different for OP, but unfortunately, it's not.

View attachment 1914392

Its so annoying when I see people celebrating that Apple's holiday return policy has started. They are literally happy that they can buy their Apple device and then knowingly return it when they are done using it over the holidays. I've seen people recently on here celebrating that the Holiday return policy has started because now they get to keep the device longer than the 14 days.

I also know people that continually buy Apple devices and return them over and over again. At some point Apple is going to stop being so generous with returns and that's when the normal consumer pays for it because of those who purposely abuse the policy.

 

[rawweb]

But here's the funny thing.. Those that open it on Christmas Day get the same length of time as anyone else. 14 days from Christmas Day is January 8th. Granted, those who are gifting it will get the benefit, especially if the Mac was ordered early, but a lot of early adopters are getting a huge advantage on being able to return/exchange for the model they want because they are ordering it for themselves.

BL.

I fail to see the funny thing? The exact point and reasoning behind Apple having an extended "holiday" return period is for people who received a gift on Christmas Day (hence why it ends on Christmas Day) to be able to return/exchange the item within 14 days if they aren't happy with it. The holiday return extension isn't intended for people to buy a computer in November open it, use the heck out of it, and return it in January. Although there's nothing stoping someone from doing that. I don't see the logic in your suggestion that the OP should be granted an extended return window by Apple. At the end of the day, they'll likely get 14 days plus some extra if it arrives before Christmas. But I digress, I don't want to take this off topic anymore as I really do feel bad for OP and the situation presented.

Case closed.

 

[rawweb]

Its so annoying when I see people celebrating that Apple's holiday return policy has started. They are literally happy that they can buy their Apple device and then knowingly return it when they are done using it over the holidays. I've seen people recently on here celebrating that the Holiday return policy has started because now they get to keep the device longer than the 14 days.

I also know people that continually buy Apple devices and return them over and over again. At some point Apple is going to stop being so generous with returns and that's when the normal consumer pays for it because of those who purposely abuse the policy.

Bingo. I agree.

Long ago, a lot of retailers weren't as gracious with holiday policies. There was a time when it was difficult to return/exchange things after receiving a gift on Christmas. Retailers have modified their policies over the decades to help people out. There's a subset of people that see that as an opportunity to do things like you mentioned that really just aren't right. I personally couldn't sleep at night, but to each their own...

 

[collin_]

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.

This is almost exactly what happened to me a couple years ago, except for me it was UPS that lost the Mac and the whole situation played out much faster because the model wasn’t backordered. Every custserv rep involved was nice but it still blows my mind that they just straight-up “lost” a $2,200 Mac. I wonder who stole it and how.

The lost Mac was a refurb and I was able to milk a new model (matching specs) out of the situation without going Karen, so at least there’s that.

 

[bushman4]

FedEx plagued by problems this year. Apple knows that’s all that Matters

 

[zakarhino]

So am I the only one that thinks if your in-demand device gets lost in shipping Apple SHOULD expedite your replacement and put you at the top of the list? There's no technical reason they can't do that.