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Help! "Package Damaged during shipping" - Don't know what to do!

M

marklight

macrumors 6502
Original poster
Apr 6, 2006
316
0
So my mac pro is coming today, and the fedex website says that my package was damaged during shipping. So I call them and they say that the package looked damaged so they opened it, but the product looked fine so they repackaged it.

My dilemma is that I don't know if I should accept the package today when it come because doesn't that make me responsible for it? Should I not accept it?

Or will I be ok accepting it and if it is damaged or messed up then I just return it and apple will honor me with a exchange-

BTW this is a custom configured mac pro. It's disturbing b/c I can't call apple until later today and I feel like the package may be here any time!

UPDATE

Ok guys here's what has happened so far:

So the FedEx guy shows up at my door and I'm on the phone with an Apple rep ( a lady). Apparently the box was received by the delivery man soaking wet! So he returned it back to the shipping facility and supposedly called Apple and they told him to deliver it anyways...

So when he arrives at my door I ask the Apple lady why the heck should I accept this?
She tells me that if I don't accept it, it has to go back to FedEx- wait for processing there which will take 7 days. Then when they receive it, they will have to inspect it - another 7 days. Then they will have to rebuild my computer which will take another 7 days, and then ship it which will be another 7 days. THAT'S 4 MORE WEEKS.

I said that's ridiculous, what if I accept it? I asked. She says I can print out a return label and it will take probably 2 or so weeks, maybe more to get a new mac pro. I said this is insane. Why did you tell them to even deliver it if the box was soaking wet? She says that there's no record of FedEx contacting Apple. I then asked well why can't you just ship me out a new Mac Pro now while this one is being returned.... She explained that they have no way of knowing if FedEx will return the Mac Pro.

SO YOU'RE TELLING ME THAT YOU DON'T TRUST FEDEX? Gee that's interesting... So now it is I, the customer who suffers through all of this. She finally says, ok I'll do you a favor... if you get me the tracking number from FedEx for the return then I'll start processing you a new Mac Pro. Should arrive in 2 weeks or so. THAT'S REALLY NOT A FAVOR. This is not right and I understand that there are just two companies who are trying to cover there bases, but the customer should not be the one who gets screwed, especially since it's such an expensive product. I can't believe this

UPDATE 2

So I called Apple back. I got forwarded to a manager. This time a knowledgeable lady who looked over my case and said "Yea this isn't right." We put confidence in our shippers and we shouldn't punish you for it. So she is rush processing a new Mac Pro and sending it with faster shipping. Should be here next week sometime and she's going to credit my account $200. I feel a bit better, but it was just an overall nerve racking process. Oh well.
 
I'd refuse it. If Fedex say it was damaged why should you accept their word for it that it's fine. Frick that, get a new one they haven't dropped :rolleyes:
 
I would not accept it especially as it has now been opened by a third party (the courier). As soon as you can contact Apple and tell them what has happened. You are well within your rights to not accept a damaged package.
 
That's what I'm thinking. I just didn't know if Apple would cover anything if it's damaged or missing. It just seems really shady. I figure I'll get it and some of my parts will be missing.

Make me mad because I was pumped to get it after a decent amount of waiting, and now here I am back at square one...
 
Sorry to hear about your troubles with your new baby. I hope that Apple will do you right when you call them. Let us know how it goes...
 
Hypothetically you would have a very good argument against them if they try to charge you any kind of restocking fee:

Apple: Well, it is now not a "new" product now that it has been opened and/or damaged so we cannot sell it at a "new" price and thus cannot return it for full refund

You: I bought a "new" machine, and that is not what was delivered to me so I refused it and expect what I paid for.
 
I would refuse delivery. Apple will have insured it with their carrier. The grey area is if you authorized the carrier to open it and check the contents.
 
Screen shot or/and save to PDF the fedex page that says the package was damaged, just in case they try to pull any record of having admitted it.
 
Yeh, I know it sucks and I know you've probably been waiting forever for the machine, but I would refuse it. If you take it and it is faulty, you'll have to return it and what a pain that is. It's not worth the hassle. I've had to deal with FedEx on stuff like this and they are the worst!!
 
Refuse it. You have years to play with your MP, but will be kicking yourself if you accept it and then start having problems the whole time.
 
So you can see what I'm dealing with.

20080228-bpra3g2nuurc9s286i5dydukgh.jpg
 
According to that log it seems like the fed ex guy dropped it yesterday when doing his deliveries, thought to himself, hmmm, this might be bad, maybe I should take it into the station to have a look at it with my boss, the boss said, no, it's fine, deliver that sucker straight out tomorrow, and now you await a damaged product today. REFUSE IT!
 
Yeah, refuse the heck out of that thing. It's interesting that it says handling per shipper instructions... sounds like they told Apple what happened and they said deliver it anyways.
 
Rychy said:
Yeah, refuse the heck out of that thing. It's interesting that it says handling per shipper instructions... sounds like they told Apple what happened and they said deliver it anyways.
Click to expand...

Exactly and this is what perplexes me. At first I was just mad at the delivery service, but now I'm like WTH Apple! You're telling a company to open up my product and check it out( I called FedEx and they said they opened it up and it looked ok - that was def a professional examination I'm sure), and then ship it to me because FEDEX said it looked ok?

This is just a really overall shady operation and Apple is going to be hearing my complaints. Hopefully they make this up to me because this is going to add another 2 weeks before I can use it now as I'm going to be gone next weekend. This also sucks because I have 2 24" monitors just sitting in a room and 2 terabyte drives as well, and I dont know if these products work at all and the warranties will eventually expire...
 
Or you could just receive it and check if everything is in order.

I think people can survive if only the shipping package were damaged.

If it isn't in order you can always contact Apple and they will sort it out for you. I don't see the point in waiting more days if the product is fine.
 
No way.

Definitely DO NOT accept it, send it straight back, i ahev had problems with damaged delivery in the past, my flat mate signed for a damaged delivery Airport Express and apple wouldn't take it back cos it was signed for.

SAY NO THANKS TO FEDEX!!!
 
UPDATE

Ok guys here's what has happened so far:

So the FedEx guy shows up at my door and I'm on the phone with an Apple rep ( a lady). Apparently the box was received by the delivery man soaking wet! So he returned it back to the shipping facility and supposedly called Apple and they told him to deliver it anyways...

So when he arrives at my door I ask the Apple lady why the heck should I accept this?
She tells me that if I don't accept it, it has to go back to FedEx- wait for processing there which will take 7 days. Then when they receive it, they will have to inspect it - another 7 days. Then they will have to rebuild my computer which will take another 7 days, and then ship it which will be another 7 days. THAT'S 4 MORE WEEKS.

I said that's ridiculous, what if I accept it? I asked. She says I can print out a return label and it will take probably 2 or so weeks, maybe more to get a new mac pro. I said this is insane. Why did you tell them to even deliver it if the box was soaking wet? She says that there's no record of FedEx contacting Apple. I then asked well why can't you just ship me out a new Mac Pro now while this one is being returned.... She explained that they have no way of knowing if FedEx will return the Mac Pro.

SO YOU'RE TELLING ME THAT YOU DON'T TRUST FEDEX? Gee that's interesting... So now it is I, the customer who suffers through all of this. She finally says, ok I'll do you a favor... if you get me the tracking number from FedEx for the return then I'll start processing you a new Mac Pro. Should arrive in 2 weeks or so. THAT'S REALLY NOT A FAVOR. This is not right and I understand that there are just two companies who are trying to cover there bases, but the customer should not be the one who gets screwed, especially since it's such an expensive product. I can't believe this ...
 
Just becuase the exterior "looks OK" doesn't mean the motherboard, hard drive, video card, power supply, fans, relays, soldering joints, etc haven't taken a jolt that could either now or later cause a problem. One hard hit could cause a problem 5 minutes or 5 years down the road. I'd refuse delivery and get a new one that hasn't taken that unnecessary physical abuse.
 
bigbird said:
Just becuase the exterior "looks OK" doesn't mean the motherboard, hard drive, video card, power supply, fans, relays, soldering joints, etc haven't taken a jolt that could either now or later cause a problem. One hard hit could cause a problem 5 minutes or 5 years down the road. I'd refuse delivery and get a new one that hasn't taken that unnecessary physical abuse.
Click to expand...

If you check out the above post the FedEx guy told me that the package was SOAKING WET. That's even worse...
 
marklight said:
If you check out the above post the FedEx guy told me that the package was SOAKING WET. That's even worse...
Click to expand...


Sorry, you posted the update as I was still typing my response. If it was soaked with water then the moving internals like the hard drive, fans, relays, optical drive WILL be damaged.
 
Fedex

My old G5 was delivered on the front porch with a huge hole in the box. FedEx just rang the bell, left it, and were back in the truck and gone by the time I got to the door. Apple told me to just accept it, and that there'd be no difficulties if it turned out to be defective - which it wasn't.

If your was sealed in plastic inside the box, it might well be OK. If not - how would you ever know some issue was just caused by something that got damaged while wet?
 
marklight said:
If you check out the above post the FedEx guy told me that the package was SOAKING WET. That's even worse...
Click to expand...

Yeh, and how is it soaking wet? Was it left out in the rain? Or did it come tumbling out onto the street into a puddle of slush and snow? So even if the machine didn’t come in contact with water, the machine could have been physically damaged by a drop. You did the right thing in not accepting it. It’s tragic, annoying, and unfortunate, but I would not have accepted it. I’d rather wait a few more weeks, as annoying and frustrating as it is, in order to have the piece of mind knowing that my $3000 machine was received in good order.

Besides....iPod, Cinema Display, or Mac Pro, the packaging is important. It's a keeper. We like our mint condition Apple boxes.
 
Yesterday a Mac Genius told me that the worst case of shipping damage he'd seen was last week when a customer brought in a 2008 Mac Pro that had been dropped by Fedex. The two bottom handles were completely crushed. He said he couldn't get his fingers into the handles, that they were nearly flat against the bottom of the case. He did add, though, that the machine booted up fine.

Beware of refurbs :eek:
 
tugger said:
Yesterday a Mac Genius told me that the worst case of shipping damage he'd seen was last week when a customer brought in a 2008 Mac Pro that had been dropped by Fedex. The two bottom handles were completely crushed. He said he couldn't get his fingers into the handles, that they were nearly flat against the bottom of the case. He did add, though, that the machine booted up fine.

Beware of refurbs :eek:
Click to expand...

Slight cosmetic damage heh :D
 
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