Lost MacBook During Mail-In Repair

[Mr. Dee]

First, thank you very much for all the advice I have received! It gives me hope that maybe I'll be able to get this sorted out one day.



I do have the original chat transcript that shows that I clearly provided my name and address to Apple support. Once I received the shipping box with wrong name to send my laptop to repair, I called Apple support and they told me that they'll correct it on their end and I can ship the laptop away using that box regardless.



Thank you for your comment. I'll try to press further with Apple but start all over again in case I'd be lucky and get more understanding support person to look into the issue.



My apartment building is a big old house converted to several apartment units. Unfortunately we do not have an apartment manager nor cameras. I've tried find my Mac tool on my iPhone but it is unable to connect to MacBook Pro. I used the app to command the laptop to erase all data though if ever connected.



Thank you for the BBB tip. I filed a complaint today and see where it goes. Unfortunately I do not have an insurance that would cover this kind of incident. The best I can do is to recover $500 through the credit card I used to purchase the laptop.



The laptop was sent to some big repair facility in Tennessee. If I can find someone's contact in the unit I'll be sure to give it a shot. I do have all the chats stored in my email so at least that is some positive evidence to support my position.



Thank you for the tip! This might be a great approach as a last resort.



I'll be sure to file a police report as it will probably help to pursue the matter further. I wish I could go to a lawyer about this, but that might be out of my budget. It will be worth to call a few though and see what they think about the situation.

I am not sure if I can claim any value for the data I had on the laptop since when originating a mail-in repair I already gave them consent to erase everything if necessary.



Thank you very much for the detailed advise!

I'll be sure tho collect all the documentation and try to press Apple harder on the issue and see if they would then give in and help me to get my laptop back or provide me with a replacement.



MacBook was purchased by me as brand new. The Executive Liaison from Apple told me that the wrong name was a result of someone else entering the serial number of my Mac on Apple's warranty check website. For some reason, this leaves a record on their end that can alter the delivery name. I find this very weird and not sure if I can trust he was telling me the truth.



Once I received mail-in repair box with wrong name, I called Apple and notified them of the wrong name. They said that they would correct the issue and that I can use that box to send the laptop to repair anyway.

Apple's argument is that their responsibility ends once the laptop delivery has been signed by someone. I find this silly, but this stance was given by a senior advisor and an executive liaison.



I believe Apple used lowest level of signature service, which only requires the package to be signed for. FedEx has an option to require direct signature from the recipient and that is probably what Microsoft uses. Had this been the case, I would not have even been able to get the package since recipient was someone else than me, but at least it could have been returned to Apple and issue could have been much easier to sort out.



I called Apple support about the wrong name in the box and they assured me that it can be still used to ship the laptop and that the name would be fixed on their end. Either way, if I stick to Apple products after this episode I am sure to personally bring my items to Genius Bar rather than using the mail-in repair service anymore.

It really burns me this has happened to you. Whoever did this will be getting some bad karma happen to them in the future. I hope something works out, but in future, make sure everything is correct on both ends and if there are signs of discrepancy, cancel whatever communication and start with another agent.

Its likely whoever set this up for you is some read off a script business processing outsourcing call center lazy zombie with no care or clue. Every company is doing this world wide. Its gonna go on that persons file though and they are likely to either be taken off the Apple support network for a blunder like this or reduced pay - I hope it happens.

 

[borgranta]

Tim Cooks email tcook@apple.com
Tim cook has been known to respond to his email and at the very least an assistant would likely read it and Tim Cook would be made aware of it.
[doublepost=1531023707][/doublepost]

I am not sure whether or not Apple reads these forums or if anyone have any information that could help me, but I am just sharing my story as a word of caution to other Apple customers.

I sent my MacBook Pro (2017, 15", 512GB) to Apple for a warranty repair (fans were making weird grinding noise) in early June (2018). Whoever was the Apple support person who initiated the repair through the chat got my address correctly, but they put someone else's name as the recipient of the laptop despite the fact that I clearly stated my name and address during the initial chat.

About a week after I sent my laptop to Apple, the repair was complete and they sent it back using FedEx. The label they used to send the laptop had someone else's name on it. The day when laptop was supposedly delivered, according to FedEx, someone else has signed for the laptop and received it. I live in an apartment and asked around my neighbors if they have seen FedEx or anyone signing for the package, but nobody knew anything. FedEx has someone else's signature on file and the name on the delivery confirmation is someone complete stranger to me.

I contacted Apple support and informed them about the problem. It took them about 7 business days to investigate the matter and the support says that Apple will not do anything due to the fact that someone has signed for the package.

Later I asked Apple's executive team that will they really do nothing about my lost laptop, and about two weeks later from my initial email I got a call from executive team member restating that the initial Apple support advisor was correct and that Apple will not do anything further regarding my lost laptop. He suggested that I would contact local law enforcement and FedEx about the issue. The very same day I went to talk to officers at my local police department, and understandably so, there is nothing they could do to help me recover a package that, by now, had been gone almost a month ago. Then, I contacted FedEx, and they will not do anything for me because I am not the shipper nor the receiver of the shipment. I am not the receiver because Apple put someone else as a recipient for the shipment. Had there been correct name on the label, FedEx would be able to process claim for me and I would probably get reimbursed for my laptop. Now I am out of my laptop and seems like Apple nor FedEx is going to take responsibility for it.

Thanks for reading this far. Any comments or advise is greatly appreciated.

Assuming that you bough this using a credit card you could commence a chargeback on the grounds that they failed to return it after warranty service.
[doublepost=1531023910][/doublepost]Since you were a victim of package theft you could set up a gofundme to help offset the costs of the theft.

 

[Fishrrman]

Hmmmm....

New "information" is coming out about this in subsequent posts.

OP wrote:
" do have the original chat transcript that shows that I clearly provided my name and address to Apple support. Once I received the shipping box with wrong name to send my laptop to repair, I called Apple support and they told me that they'll correct it on their end and I can ship the laptop away using that box regardless."

You said that when Apple SENT the original shipping box to you (so that you could send the MacBook to THEM) that it had the wrong name on it AT THAT TIME?

And... you called and "they said they would correct it"?
But... you SENT IT OUT ANYWAY WITH THE WRONG RETURN NAME ON IT ???

Gonna be a problem there.

I'm going to guess that when the package was received (at the location where the MacBooks are being repaired), the return address was "logged into the system" so that when the repair is finished it would be "returned to the sender".

But... you permitted the package to be sent (by you) and received (by them) WITH THE WRONG NAME ON IT.

Of course, the repair place in Tennessee DID NOT KNOW THIS.
All they knew is they received a package with a MacBook to be repaired.
They did so, and returned it TO THE NAME & ADDRESS THEY HAD (which was ON the shipping package, right?).

Gonna be a problem here.
It's going to be difficult to assign blame to the place in Tennessee.
They did "what they're supposed to do" -- repaired the MacBook then "sent it back to the person they got it from" -- THE PERSON ON THE SHIPPING LABEL.

My take:
You should never have sent that package out with the wrong name on the label.
You now have culpability.
If you came to me asking to be your lawyer, I think I'd decline to represent you. This seriously complicates the odds of winning the case.

This doesn't mean you should press the issue with Apple. Keep trying.
But your mistake of sending out the package with the wrong name is going to complicate matters.

Hmmmm....
More questions:
Do you know THE NAME AND ADDRESS that the package WAS sent to?
Have you considered contacting the police, and explaining that a package containing your property was sent to such person at such location?
And seeing if they can offer you any recourse?

Of course, you will have to have some means to prove that the property in possession of the other person is YOURS -- a sales receipt, etc.
Simple "word out of your mouth" isn't going to be enough.

If Apple can't or won't resolve this, my advice (although you're not going to like it):
Perhaps you had best chalk this up to experience and just buy a replacement.
It's probably not worth spending the amount of money it could cost you to "get the old one back". That may exceed the original cost of the MacBook by several times.

Next time...
...either deliver it in person to an Apple Store, or DON'T send out a package with somebody else's name and address on the label !!

 

[SteveJUAE]

I'm going to guess that when the package was received (at the location where the MacBooks are being repaired), the return address was "logged into the system" so that when the repair is finished it would be "returned to the sender".

But... you permitted the package to be sent (by you) and received (by them) WITH THE WRONG NAME ON IT.

Of course, the repair place in Tennessee DID NOT KNOW THIS.
All they knew is they received a package with a MacBook to be repaired.
They did so, and returned it TO THE NAME & ADDRESS THEY HAD (which was ON the shipping package, right?).

Gonna be a problem here.
It's going to be difficult to assign blame to the place in Tennessee.
They did "what they're supposed to do" -- repaired the MacBook then "sent it back to the person they got it from" -- THE PERSON ON THE SHIPPING LABEL.

My take:
You should never have sent that package out with the wrong name on the label.
You now have culpability.
the label !!

In your scenario you in part assume the logged return address is taken from the shipping label manually where it's more likely to be via serial number or some other digital scan or system reference for the repair for future records etc.

It would not be unreasonable as the OP was informed this would be corrected If the support person could correct the wrong name logged against the serial number, that was causing the error in the first instance

So after the repair was done the return address and details printed from the system would of been corrected, if this is their working practice.

Of course proving this etc is difficult but it remains that Apple had an error on the system that facilitated the problem and did not correct it and maybe the OP is also in part to blame but tried to correct the error and was instructed to send regardless

Maybe it was a little reckless trusting the word of the support person, but this was the advice given to OP, if it was verbally then it will be harder to prove

 

[hallux]

Once I received mail-in repair box with wrong name, I called Apple and notified them of the wrong name. They said that they would correct the issue and that I can use that box to send the laptop to repair anyway.

You did not say this in the original post.
@Fishrrman covered the rest in their excellent post, with which I completely agree.

 

[pmore]

This is unacceptable. Apple or FedEx need to refund you.

 

[borgranta]

I hope that Apple replaces the item and files an insurance claim to recoup the money since FedEx just let some random person sign for it.

 

[Fishrrman]

borgranta wrote:
"I hope that Apple replaces the item and files an insurance claim to recoup the money since FedEx just let some random person sign for it."

FedEx has no responsibility here. ZERO.

They were given a package by Apple that had an address on it.
They delivered the package to the addressee.
They did their job -- just what they were supposed to do.

How was FedEx going to know that the name and address ON the package was wrong?

 

[Lennyvalentin]

Apple's argument is that their responsibility ends once the laptop delivery has been signed by someone. I find this silly, but this stance was given by a senior advisor and an executive liaison.

If you can, try to find out which exact door the driver delivered the package to. Then get the cops involved to lean on that person.

Btw, what a ****** thing to do to sign for someone else's package and then keep the contents, especially when it's a high value item like a laptop computer. Makes you wish karma was a real thing!
[doublepost=1531079053][/doublepost]

Hmmmm....

New "information" is coming out about this in subsequent posts.

Always in these types of threads, people like you looking to blame the victim and defend the guilty. Without fail. Sad!

 

[borgranta]

borgranta wrote:
"I hope that Apple replaces the item and files an insurance claim to recoup the money since FedEx just let some random person sign for it."

FedEx has no responsibility here. ZERO.

They were given a package by Apple that had an address on it.
They delivered the package to the addressee.
They did their job -- just what they were supposed to do.

How was FedEx going to know that the name and address ON the package was wrong?

What if the driver is the one that stole the package and signed for it?

 

[Bananas Ananas]

Hmmmm....

New "information" is coming out about this in subsequent posts.

OP wrote:
" do have the original chat transcript that shows that I clearly provided my name and address to Apple support. Once I received the shipping box with wrong name to send my laptop to repair, I called Apple support and they told me that they'll correct it on their end and I can ship the laptop away using that box regardless."

You said that when Apple SENT the original shipping box to you (so that you could send the MacBook to THEM) that it had the wrong name on it AT THAT TIME?

And... you called and "they said they would correct it"?
But... you SENT IT OUT ANYWAY WITH THE WRONG RETURN NAME ON IT ???

Gonna be a problem there.

I'm going to guess that when the package was received (at the location where the MacBooks are being repaired), the return address was "logged into the system" so that when the repair is finished it would be "returned to the sender".

But... you permitted the package to be sent (by you) and received (by them) WITH THE WRONG NAME ON IT.

Of course, the repair place in Tennessee DID NOT KNOW THIS.
All they knew is they received a package with a MacBook to be repaired.
They did so, and returned it TO THE NAME & ADDRESS THEY HAD (which was ON the shipping package, right?).

Gonna be a problem here.
It's going to be difficult to assign blame to the place in Tennessee.
They did "what they're supposed to do" -- repaired the MacBook then "sent it back to the person they got it from" -- THE PERSON ON THE SHIPPING LABEL.

My take:
You should never have sent that package out with the wrong name on the label.
You now have culpability.
If you came to me asking to be your lawyer, I think I'd decline to represent you. This seriously complicates the odds of winning the case.

This doesn't mean you should press the issue with Apple. Keep trying.
But your mistake of sending out the package with the wrong name is going to complicate matters.

Hmmmm....
More questions:
Do you know THE NAME AND ADDRESS that the package WAS sent to?
Have you considered contacting the police, and explaining that a package containing your property was sent to such person at such location?
And seeing if they can offer you any recourse?

Of course, you will have to have some means to prove that the property in possession of the other person is YOURS -- a sales receipt, etc.
Simple "word out of your mouth" isn't going to be enough.

If Apple can't or won't resolve this, my advice (although you're not going to like it):
Perhaps you had best chalk this up to experience and just buy a replacement.
It's probably not worth spending the amount of money it could cost you to "get the old one back". That may exceed the original cost of the MacBook by several times.

Next time...
...either deliver it in person to an Apple Store, or DON'T send out a package with somebody else's name and address on the label !!

Yes. I got the shipping box with wrong name on it, after which I called Apple support and followed their advice. Address was correct but the name was wrong. The way mail-in repair works is that Apple sends you a shipping box and label to send it back to Apple. On their end they produce new label to send the device back to you, so I would not think it is impossible for them to create a label with correct name for the return shipping. Of course if I knew it will turn out like this, I would not have sent the package in the first place.

borgranta wrote:
"I hope that Apple replaces the item and files an insurance claim to recoup the money since FedEx just let some random person sign for it."

FedEx has no responsibility here. ZERO.

They were given a package by Apple that had an address on it.
They delivered the package to the addressee.
They did their job -- just what they were supposed to do.

How was FedEx going to know that the name and address ON the package was wrong?

Address was correct but the name was wrong. However, whoever signed the package according to FedEx is not even named the same as the wrong name on the label.

What if the driver is the one that stole the package and signed for it?

I would hope not. That will be really hard to prove seeing that FedEx won't even talk to me about the problem.

 

[Risco]

Not sure how it works in America, but calls should be recorded. This will provide evidence of you giving the correct address. They will also have records of where it was shipped and the name.

So request a copy of the recording, in the UK they start getting itchy feet when you do this. Also if you have an equivalent of a Citizens Advice Bureau then call them. Essentially they are local government support with knowledge on law.

 

[hallux]

Address was correct but the name was wrong. However, whoever signed the package according to FedEx is not even named the same as the wrong name on the label.

If only the name was wrong then FedEx shares some of the responsibility. You should have either had a package at your door or tag asking for a signature for delivery the next day or for you to call to hold the package at their facility for an in-person pickup. You say you're in an apartment, is your stuff addressed to the building and then distributed from a central location or is your full address (including apartment number) on your packages for delivery directly to your apartment door?

 

[borgranta]

Yes. I got the shipping box with wrong name on it, after which I called Apple support and followed their advice. Address was correct but the name was wrong. The way mail-in repair works is that Apple sends you a shipping box and label to send it back to Apple. On their end they produce new label to send the device back to you, so I would not think it is impossible for them to create a label with correct name for the return shipping. Of course if I knew it will turn out like this, I would not have sent the package in the first place.



Address was correct but the name was wrong. However, whoever signed the package according to FedEx is not even named the same as the wrong name on the label.



I would hope not. That will be really hard to prove seeing that FedEx won't even talk to me about the problem.

When contacting police let them know that there is a possibility that a FedEx employee may have stolen the package and may have added a phony signature to avoid suspicion.

 

[Ma2k5]

If only the name was wrong then FedEx shares some of the responsibility. You should have either had a package at your door or tag asking for a signature for delivery the next day or for you to call to hold the package at their facility for an in-person pickup. You say you're in an apartment, is your stuff addressed to the building and then distributed from a central location or is your full address (including apartment number) on your packages for delivery directly to your apartment door?

Theoretically speaking, even if FedEx was responsible (I am not saying they are) - the problem is that the OP is not authorised to discuss this package with FedEx, because as far as FedEx are concerned, it has nothing to do with him. His only recourse really is Apple due to the strange situation OP is in. I am not sure that the police can help either due to this very reason of the package not being addressed to OP (by name).

He'll need some sort of proof (signed letter from Apple, with consignment/shipping number etc) stating that this package belongs to him and it was an Apple mistake, or have Apple contact FedEx - before this can be even taken up with FedEx or the police.

 

[Cirrhosis]

This is a real long shot.

See if there's a way to find the MAC address of your machine, contact your ISP and ask if there's a way for them to divulge to you if it's being used, or maybe help you locate it. Though I'd imagine you'd need proof that the MAC address is indeed your MacBook.

Again, a stretch.

 

[green86]

This is a real long shot.

See if there's a way to find the MAC address of your machine, contact your ISP and ask if there's a way for them to divulge to you if it's being used, or maybe help you locate it. Though I'd imagine you'd need proof that the MAC address is indeed your MacBook.

Again, a stretch.

...?

First of all it'd be just about impossible to get the MAC address if it wasn't recorded previously.

But let's say by chance the OP has it. Not only would the ISP never do that (What if I'm some crazy ex trying to stalk a lover? Tons of privacy and security risks here) they can't, really, because of the NAT the router does.

The home router would know the mac address, but one of the functions of NAT is to obscure the home network from the internet.

 

[Cirrhosis]

...?

First of all it'd be just about impossible to get the MAC address if it wasn't recorded previously.

But let's say by chance the OP has it. Not only would the ISP never do that (What if I'm some crazy ex trying to stalk a lover? Tons of privacy and security risks here) they can't, really, because of the NAT the router does.

The home router would know the mac address, but one of the functions of NAT is to obscure the home network from the internet.

This is a real long shot.

Again, a stretch.

 

[green86]

Its not a stretch, its not possible.

What is the saying? A little knowledge is dangerous? Though not really dangerous here. Just wrong.

 

[Cirrhosis]

Its not a stretch, its not possible.

What is the saying? A little knowledge is dangerous? Though not really dangerous here. Just Wrong.

My apologies for not taking NAT into consideration. It was merely a thought.

 

[Rocko99991]

Any updates on this?

 

[mctrials23]

You need to talk to apple to get them to talk to Fedex and basically give you permission to talk to FedEx about this. Thats where you are having the issue. Even if your name was on the package it would still have been "stolen/misplaced". I don't know if things work differently in the US to the UK but over here, if something requires a signature the courier will have to get a signature from someone and if its not someone at the correct address they will note that "number 7" signed for it or something like that.

There is no way FedEx will talk to you without apples permission and nor should they realistically.

Hopefully this will be sorted for you soon and good luck

 

[poorcody]

Its not a stretch, its not possible.

What is the saying? A little knowledge is dangerous? Though not really dangerous here. Just Wrong.

My apologies for not taking NAT into consideration. It was merely a thought.

Reminds me of another saying: "No good deed goes unpunished."

Thanks for trying to help, Cirrhosis.

 

[mr.anthonyramos]

Any updates on this? Sorry to hear about what you are going through.

 

[green86]

Reminds me of another saying: "No good deed goes unpunished."

Thanks for trying to help, Cirrhosis.

I hear yea. You try and correct wrong/bad info on these forums and your made out to be a bad guy.