Kudos to Apple - Lost iMac Return

Discussion in 'iMac' started by Buerkletucson, Oct 20, 2015.

  1. Buerkletucson macrumors 6502


    Sep 12, 2015
    • Purchased early 2015 iMac 5K and had it 3-weeks before the announcement of the late 2015 iMac 5K refresh.
    • Called Apple and they happily said I could return it even though it was outside the 14 -day return window.
    • Apple setup the return and issued a 2-day Fedex return shipping tag, postage paid by Apple
    • I attached the tag and the very next day dropped it off at the local Fedex store
    • Watched the tracking and noticed it was stuck at the Indianapolis, IN Fedex location
    • Called Fedex after it had sat there beyond delivery date to Apple
    • Fedex was a bunch of ******s.....confirmed the package was lost but they had no idea and kept asking me a bunch of ridiculous information.They kept claiming the shipping tag was not attached properly. They needed S/N, model #, complete description, color, size, then they would look for it, otherwise they could never find it. Geez, the damn thing is 4' x 3' and 35lbs box how can you possibly lose that? I was transferred about 6 times and on the phone for well over an hour. Not very friendly folks.
    • Fedex said I should wait another week to see if they can find it. :rolleyes:
    • I decided to call Apple and see if they can assist..........
    • Apple verified the lost package by contacting Fedex immediately.
    • Apple said they don't want the customer having to deal with this and immediately credit my account for the full purchase price including Applecare and said they will deal with Fedex to resolve.
    • Kudos to Apple!

    btw - I seriously believe someone at Fedex ripped it off.......easy to identify what it is inside by the box and size. But, no longer my concern.
  2. fathergll macrumors 65816

    Sep 3, 2014
    I guess there's no way to do the find my mac service since im sure you wiped your info off.
  3. ryannel2003 macrumors 68000


    Jan 30, 2005
    Greenville, NC
    I was going to return my 27" iMac for the new model and I asked if it was ok to ship the computer in the white Apple box since they always uses two boxes. She said it should be ok and Apple does that so nobody has the urge to steal the machine.

    It's all moot as I decided to keep the machine and not deal with the hassle. Glad it worked out for you though.
  4. Buerkletucson thread starter macrumors 6502


    Sep 12, 2015
    Yea I sent it back in the exact same package I received it in.....
    Their excuse about the label falling off is classic BS to make up for their incompetence..........I had that label attached so well and covered with several layers of clear packing tape there is no way it came off unless the whole side panel was ripped off.

    Some Fedex employee is having fun with my previous iMac that he ripped off. o_O
  5. kazmac macrumors 604


    Mar 24, 2010
    On the silver scream
    Glad Apple did right by you, Burkletucson. They've been fantastic to me over the last month, but this is always good to hear. May your get new iMac soon.
  6. rshrugged macrumors 6502a

    Oct 11, 2015

    Thanks for reporting this. Glad it worked out for you. I'm on the fence about re-buying a Mac (had to send one back a while ago); good to know the level of customer service is still the same. It's a persuasive reputation.
  7. jgelin macrumors 6502a


    Jul 30, 2015
    St Petersburg, FL
    Same thing happened to a friend of mine at FedEx with an iPad... Apple sent out another right away. Can't believe that such BS happens when things are consistently scanned and have unique IDs now!
  8. Buerkletucson thread starter macrumors 6502


    Sep 12, 2015
    OK....a new issue.......

    Looked at my bank account and Apple credited me 2x for Applecare.
    They initially credited me as soon as the return ticket was created, then with all the Fedex crap they credited me for the whole order, which includes Applecare.

    Bottom line is I have an extra $169 in my account.
    What would you do?
  9. Textureboy macrumors 6502


    Jul 25, 2012
    If Apple did you some good maybe you should do the same :) But I wouldn't blame you if you kept it.
  10. bluespark macrumors 68000

    Jul 11, 2009
    They did good by you; the answer is pretty obvious.
  11. Buerkletucson thread starter macrumors 6502


    Sep 12, 2015
    I called Apple yesterday afternoon and let them know about it.....

    They thanked me several times and said they would take care of the mix-up.
    But they aren't sure why this happened to begin with........as it sounds like Applecare is handled differently and charged differently than the computer.
  12. fathergll macrumors 65816

    Sep 3, 2014

    I would keep it.

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11 October 20, 2015