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

[jbg232]

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.

First things first, ALWAYS speak to the manager in complicated cases... this is a good case in point. Apple has always been good to me when I spoke to managers (they have much more control to do things) and this is another good example of apple support.

 

[orpheus1120]

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.

Did you get the name of the lady apple rep? If you did, call the manager again and report the lady's attitude and behaviour to him. Emphasize specifically how she claimed to be doing you a "favour", and comment on how much this ordeal has emotionally traumatized you.

Ask him what other sort of compensation he deems suitable besides the $200 for your ordeal, or perhaps a written complaint letter ensued will bring about a faster response to that question.

It really is our duty to report any form of misconduct of Apple reps to their relevant superior, because if enough effort is done, Apple might take note of this problem, and screwing arounds like these might get lesser in the future.

You will be doing you and the rest of us a favour in the long run.

 

[gkarris]

I think Fedex, like all other US companies, is going down the tubes...

This first happend to me years back, when I ordered an eMac (which at the time you had to get online through education pricing).

The Fedex Home delivery guy left it on the next door porch instead of mine. If I didn't see it there, I probably would never have gotten it.

This happend again around last Christmas. Fedex Home left my PS3 next door again instead, and it said that someone signed for it. My neighbor said they never signed anything and just left it on their porch, in a box with big letters, "SCEA" and a box that big with those letters only mean one thing, a PS3.

I guess when signature is required, the Fedex guys just sign for it themselves, and leave it.

Now, it might happen again. To avoid Fedex Home, I had by MacBook delivered to my work address. (Address clearly states company and suite #)

Apple shipped it Fedex Home anyways.

I was suprised that Fedex let them ship something via Fedex Home to a business. It's due on Saturday - the building is locked. Also, Fedex Home can deliver as late as 8:00pm - after work hours, the building is locked.

If experience serves me, Fedex will just leave it outside the building, where anyone can just pick it up and leave with it...

I'm going to let things just happen, then leave it up to Apple to try to fix it. I can always dispute it on my credit card if I never get it.

 

[network23]

I think Fedex, like all other US companies, is going down the tubes...

The Fedex Home delivery guy left it on the next door porch instead of mine. If I didn't see it there, I probably would never have gotten it.

If FedEx Home is the same as FedEx Ground, don't judge FedEx by that. FedEx Ground isn't really FedEx. FedEx bought out RPS (or something like that) several years ago and there are countless reports of bad and sub-par delivering via Ground. Yes, FedEx should address these issues, but it sounds like not much changed other than new paint on the RPS trucks.