MP 7,1 Mac Pro Lost in Transit! Terrible Apple Customer Service

Theophilos

macrumors member
Original poster
Jul 29, 2015
77
124
California
Just thought I’d share my experience ordering the 2019 Mac Pro to vent my frustration and caution others who might find themselves in the same situation.

I ordered the Mac Pro on Jan. 2 after years of saving up to replace my 2013 model, which I use for video, DTP, and digital art. It was shipped via UPS 2nd day air with a scheduled delivery on Thursday.

It did not arrive as planned on Thursday so I called UPS at the end of the day to ask what happened. I was told they didn’t know why the package wasn’t loaded on a delivery vehicle and recommended I check again the next morning.

The next day, I tracked it at 9:00 am and noticed it was still not out for delivery. Not only that, but early in the morning, it inexplicably left Hub 1 and was scanned at Hub 3, which was quite far away from my local Hub 2, which usually handles our deliveries. Something seemed off. I was only 3 miles from Hub 2, so I went and asked about the package. They told me it wasn’t physically there though it should have been. Not only that, but the scans that indicate it was at Hub 2 are “virtual” scans indicating where it should have been, not where it is. They told me it was inexplicably at Hub 3 and that I should call Apple. In the meantime, the tracking info inaccurately indicated it was at Hub 2 and would be delivered that same day.

I called Apple and spoke with Specialist 1. She told me she would open a shipping investigation and that it would take 48 hours. Okay, no problem. When I arrived home, I found an e-mail from Apple saying, “Thank you for your request to hold package for pick up.” What? I didn’t request that.

I called Apple and spoke with Specialist 2. She told me Specialist 1 made a mistake and opened the wrong shipping inquiry. She said she would fix it and open the correct shipping investigation and that it would take 48 hours. Okay, no problem.

Within an hour, I received another e-mail from Apple saying, “We worked with your carrier and your package will be delivered as scheduled.” What? It was scheduled for the day before. What kind of e-mail was this? It didn’t seem like much of a shipping investigation, since I had more updated information from UPS.

I called Apple and spoke with Specialist 3. She apologized for the mess caused by Specialists 1 and 2, and pledged to get to the bottom of things, including sending out a replacement. Sadly, the phone disconnected as she was looking into things and she never bothered calling me back.

Frustrated by the lack of a clear answer, I called Apple and spoke with Specialist 4. She apologized again for everything and claimed she would send a coupon for a discount on an Apple product, but I told her I wasn’t calling for freebies. I just wanted information about the computer I already ordered. She said it was the least she could do and that I would receive it within 24 hours. It’s no big deal, but of course, I never received any coupon.

Eventually, she escalated me to Customer Service management. The manager I spoke to was quite smug and unhelpful. He condescendingly asked me why I went through all of the “extra efforts” of contacting UPS, asking questions like, “Did someone at Apple ask you to call UPS?” It was as though he didn’t want me to be proactive when such an expensive purchase didn’t show up on time and seemed lost according to UPS. I told him any shipping agreement involves a shipper and a receiver; it’s a 50/50 transaction and I have every right to be proactive to understand what happened. He was more condescending with each minute, down to explaining the definition of business days as he asked me to wait until Tuesday before calling anyone. The one concession he made was to get a replacement order ready just in case the package is found to be lost next week. Nonetheless, because of his demeanor, I didn’t feel respected or valued as a longtime Apple pro customer. Maybe I feel entitled because of my long relationship with Apple that spans more than 20 years and perhaps hundreds of thousands of dollars, but I suspect many Apple customers feel that way, especially if we stuck it out during the difficult times. Anyway, I agreed to wait the two business days, which was the original plan.

Sure enough, the tracking info was updated late yesterday with “We've requested a UPS Proactive Response® intercept for this package. / The receiver will pick up the package at a UPS facility.” Of course, I never requested such a step. I called UPS and asked who placed such a hold. They told me it was the shipper, Apple. It was the fruit of Specialist 1’s mistake! So, now, if the package is somehow discovered in the next few days, it seems I have to go to Hub 2 and pick it up myself.

The whole process has been miserable, especially after waiting and saving for 5 years. I am wavering between keeping it and just returning it and building my own PC.
 

Plett

macrumors 6502
Feb 16, 2016
285
205
Just thought I’d share my experience ordering the 2019 Mac Pro to vent my frustration and caution others who might find themselves in the same situation.

I ordered the Mac Pro on Jan. 2 after years of saving up to replace my 2013 model, which I use for video, DTP, and digital art. It was shipped via UPS 2nd day air with a scheduled delivery on Thursday.

It did not arrive as planned on Thursday so I called UPS at the end of the day to ask what happened. I was told they didn’t know why the package wasn’t loaded on a delivery vehicle and recommended I check again the next morning.

The next day, I tracked it at 9:00 am and noticed it was still not out for delivery. Not only that, but early in the morning, it inexplicably left Hub 1 and was scanned at Hub 3, which was quite far away from my local Hub 2, which usually handles our deliveries. Something seemed off. I was only 3 miles from Hub 2, so I went and asked about the package. They told me it wasn’t physically there though it should have been. Not only that, but the scans that indicate it was at Hub 2 are “virtual” scans indicating where it should have been, not where it is. They told me it was inexplicably at Hub 3 and that I should call Apple. In the meantime, the tracking info inaccurately indicated it was at Hub 2 and would be delivered that same day.

I called Apple and spoke with Specialist 1. She told me she would open a shipping investigation and that it would take 48 hours. Okay, no problem. When I arrived home, I found an e-mail from Apple saying, “Thank you for your request to hold package for pick up.” What? I didn’t request that.

I called Apple and spoke with Specialist 2. She told me Specialist 1 made a mistake and opened the wrong shipping inquiry. She said she would fix it and open the correct shipping investigation and that it would take 48 hours. Okay, no problem.

Within an hour, I received another e-mail from Apple saying, “We worked with your carrier and your package will be delivered as scheduled.” What? It was scheduled for the day before. What kind of e-mail was this? It didn’t seem like much of a shipping investigation, since I had more updated information from UPS.

I called Apple and spoke with Specialist 3. She apologized for the mess caused by Specialists 1 and 2, and pledged to get to the bottom of things, including sending out a replacement. Sadly, the phone disconnected as she was looking into things and she never bothered calling me back.

Frustrated by the lack of a clear answer, I called Apple and spoke with Specialist 4. She apologized again for everything and claimed she would send a coupon for a discount on an Apple product, but I told her I wasn’t calling for freebies. I just wanted information about the computer I already ordered. She said it was the least she could do and that I would receive it within 24 hours. It’s no big deal, but of course, I never received any coupon.

Eventually, she escalated me to Customer Service management. The manager I spoke to was quite smug and unhelpful. He condescendingly asked me why I went through all of the “extra efforts” of contacting UPS, asking questions like, “Did someone at Apple ask you to call UPS?” It was as though he didn’t want me to be proactive when such an expensive purchase didn’t show up on time and seemed lost according to UPS. I told him any shipping agreement involves a shipper and a receiver; it’s a 50/50 transaction and I have every right to be proactive to understand what happened. He was more condescending with each minute, down to explaining the definition of business days as he asked me to wait until Tuesday before calling anyone. The one concession he made was to get a replacement order ready just in case the package is found to be lost next week. Nonetheless, because of his demeanor, I didn’t feel respected or valued as a longtime Apple pro customer. Maybe I feel entitled because of my long relationship with Apple that spans more than 20 years and perhaps hundreds of thousands of dollars, but I suspect many Apple customers feel that way, especially if we stuck it out during the difficult times. Anyway, I agreed to wait the two business days, which was the original plan.

Sure enough, the tracking info was updated late yesterday with “We've requested a UPS Proactive Response® intercept for this package. / The receiver will pick up the package at a UPS facility.” Of course, I never requested such a step. I called UPS and asked who placed such a hold. They told me it was the shipper, Apple. It was the fruit of Specialist 1’s mistake! So, now, if the package is somehow discovered in the next few days, it seems I have to go to Hub 2 and pick it up myself.

The whole process has been miserable, especially after waiting and saving for 5 years. I am wavering between keeping it and just returning it and building my own PC.
OMG I hate hearing these stories, I can't imagine how frustrated you must be. Nothing worse than condescending people when you are already suffering. Shooting good vibes your way!

Also loved the pun intentional or not: it was the shipper, Apple. It was the fruit of Specialist 1’s mistake!

Good luck friend!
 
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now i see it

macrumors 601
Jan 2, 2002
4,448
8,818
Apple is now a gigantic company filled with the very same people (and occasional ********s) you pass by on the street every day. Rude people are everywhere, there's no escaping them.
At least you got your computer finally. Most gigantic companies I've ever dealt with have disorganized customer service. Working at a customer service depot at any of them (answering phones all day from pissed off customers) will take its toll on anyone.
Dispising a company because they employ a few dingbats in customer service is pretty much like despising the human race because some jerk robbed you.
 

Snow Tiger

macrumors 6502
Dec 18, 2019
366
219
Just thought I’d share my experience ordering the 2019 Mac Pro to vent my frustration and caution others who might find themselves in the same situation.

I ordered the Mac Pro on Jan. 2 after years of saving up to replace my 2013 model, which I use for video, DTP, and digital art. It was shipped via UPS 2nd day air with a scheduled delivery on Thursday.

It did not arrive as planned on Thursday so I called UPS at the end of the day to ask what happened. I was told they didn’t know why the package wasn’t loaded on a delivery vehicle and recommended I check again the next morning.

The next day, I tracked it at 9:00 am and noticed it was still not out for delivery. Not only that, but early in the morning, it inexplicably left Hub 1 and was scanned at Hub 3, which was quite far away from my local Hub 2, which usually handles our deliveries. Something seemed off. I was only 3 miles from Hub 2, so I went and asked about the package. They told me it wasn’t physically there though it should have been. Not only that, but the scans that indicate it was at Hub 2 are “virtual” scans indicating where it should have been, not where it is. They told me it was inexplicably at Hub 3 and that I should call Apple. In the meantime, the tracking info inaccurately indicated it was at Hub 2 and would be delivered that same day.

I called Apple and spoke with Specialist 1. She told me she would open a shipping investigation and that it would take 48 hours. Okay, no problem. When I arrived home, I found an e-mail from Apple saying, “Thank you for your request to hold package for pick up.” What? I didn’t request that.

I called Apple and spoke with Specialist 2. She told me Specialist 1 made a mistake and opened the wrong shipping inquiry. She said she would fix it and open the correct shipping investigation and that it would take 48 hours. Okay, no problem.

Within an hour, I received another e-mail from Apple saying, “We worked with your carrier and your package will be delivered as scheduled.” What? It was scheduled for the day before. What kind of e-mail was this? It didn’t seem like much of a shipping investigation, since I had more updated information from UPS.

I called Apple and spoke with Specialist 3. She apologized for the mess caused by Specialists 1 and 2, and pledged to get to the bottom of things, including sending out a replacement. Sadly, the phone disconnected as she was looking into things and she never bothered calling me back.

Frustrated by the lack of a clear answer, I called Apple and spoke with Specialist 4. She apologized again for everything and claimed she would send a coupon for a discount on an Apple product, but I told her I wasn’t calling for freebies. I just wanted information about the computer I already ordered. She said it was the least she could do and that I would receive it within 24 hours. It’s no big deal, but of course, I never received any coupon.

Eventually, she escalated me to Customer Service management. The manager I spoke to was quite smug and unhelpful. He condescendingly asked me why I went through all of the “extra efforts” of contacting UPS, asking questions like, “Did someone at Apple ask you to call UPS?” It was as though he didn’t want me to be proactive when such an expensive purchase didn’t show up on time and seemed lost according to UPS. I told him any shipping agreement involves a shipper and a receiver; it’s a 50/50 transaction and I have every right to be proactive to understand what happened. He was more condescending with each minute, down to explaining the definition of business days as he asked me to wait until Tuesday before calling anyone. The one concession he made was to get a replacement order ready just in case the package is found to be lost next week. Nonetheless, because of his demeanor, I didn’t feel respected or valued as a longtime Apple pro customer. Maybe I feel entitled because of my long relationship with Apple that spans more than 20 years and perhaps hundreds of thousands of dollars, but I suspect many Apple customers feel that way, especially if we stuck it out during the difficult times. Anyway, I agreed to wait the two business days, which was the original plan.

Sure enough, the tracking info was updated late yesterday with “We've requested a UPS Proactive Response® intercept for this package. / The receiver will pick up the package at a UPS facility.” Of course, I never requested such a step. I called UPS and asked who placed such a hold. They told me it was the shipper, Apple. It was the fruit of Specialist 1’s mistake! So, now, if the package is somehow discovered in the next few days, it seems I have to go to Hub 2 and pick it up myself.

The whole process has been miserable, especially after waiting and saving for 5 years. I am wavering between keeping it and just returning it and building my own PC.
I think what happened is some UPS driver ignored the label that warned to "bend your knees" before lifting the package and he hurt himself . These boxes are deceptively heavy . It nearly took out my local UPS man as he climbed the stairs to deliver my MP7,1 to my front door . By the way , no one is required to sign for delivery for these packages . Maybe you should send him flowers at the Emergency Room ( and also ask him about , you know , da Mac ) .


IMG_0241.jpg
 

DoofenshmirtzEI

macrumors 6502a
Mar 1, 2011
779
592
Sorry, sounds like your issue is more with UPS than with Apple.
Yeah, I wouldn't have dragged Apple into it, as it would likely complicate things further (which it did).

My experiences with Apple Support have always been good in terms of respect from the specialist and their diligence in getting things solved. Of course they weren't always able to solve the problem, but it wasn't due to any fault on their part.
 

Stanly.ok

macrumors newbie
Nov 1, 2011
27
48
Disappointing service ... I'd leave feedback, but keep the computer. Remember, computer is the result of work of multiple engineers, designers and developers, not marketing and support (even though that is also included in price).

Check if package/computer is undamaged, because there were cases like this already:


Yep, it is a real Mac Pro in there ... the "Heavy package" label as well as open tab is visible on the side.
 

Theophilos

macrumors member
Original poster
Jul 29, 2015
77
124
California
Thanks for your comments and support. I actually haven’t received the computer yet as Apple asked me to wait until Tuesday at the earliest before taking any steps. There's been no movement whatsoever on the tracking info and everything is in limbo. Sadly, I had cleared my schedule yesterday and today to install the RAM that I had expedited from NewEgg and otherwise get the system ready.

I agree getting Apple involved wasn’t helpful in the end, but the person at UPS told me they have an agreement with Apple whereby customers have to contact Apple, not UPS, about these things.

The wait continues...
 

Theophilos

macrumors member
Original poster
Jul 29, 2015
77
124
California
Just waiting would have fixed the thing
Wait for what? It’s been three days since the expected delivery date and nothing has happened. The last scan of this item was four days ago and no one can verify where it is or where it’s going. I think any reasonable person would have asked what’s going on, especially with a package of this value.
 

Slash-2CPU

macrumors 6502
Dec 14, 2016
348
201
Any time something gets lost in shipping with clearly no record of it having made it to my house or shop, I call Amex and get a chargeback issued. I then wait to see if the retailer even calls me about it, 99 out of 100, they don't. I then order another one.

It's the seller's responsibility to get the goods to you. The shipper is paid by and is in the service of the seller. You paid the seller for shipping and handling, not UPS. Apple paid UPS. Let Apple and UPS figure out whose problem it is, because it's certainly not your problem.
 

AidenShaw

macrumors P6
Feb 8, 2003
18,413
4,440
The Peninsula
It's the seller's responsibility to get the goods to you. The shipper is paid by and is in the service of the seller. You paid the seller for shipping and handling, not UPS. Apple paid UPS. Let Apple and UPS figure out whose problem it is, because it's certainly not your problem.
Often the fine print in the terms and conditions states the opposite, at least for business transactions. HPE explicitly says that ownership of the device transfers to the buyer when the carrier picks it up.
 
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Slash-2CPU

macrumors 6502
Dec 14, 2016
348
201
Often the fine print in the terms and conditions states the opposite, at least for business transactions. HPE explicitly says that ownership of the device transfers to the buyer when the carrier picks it up.
Good luck to them enforcing that when they’ve got $0. It’s generally easier for them to make a claim with the shipper at that point than to go after the credit card company.

At the very least, you can be assured you have their attention when you’ve got the chargeback issued. Right now, OP has nothing, Apple has their money, and UPS is playing dumb hoping it shows up. No one has any real incentive to resolve the situation for OP, especially not with any expediency.
 
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AidenShaw

macrumors P6
Feb 8, 2003
18,413
4,440
The Peninsula
Good luck to them enforcing that when they’ve got $0. It’s generally easier for them to make a claim with the shipper at that point than to go after the credit card company.
If you've agreed to terms and conditions that transfer ownership and responsibility to you when the package is handed off to the carrier - Apple's lawyers will come after you for cancelling payment.

I looked for the Apple store's T's&C's, and only found one for the UK. It seemed ambiguous about whether "delivery" meant you carrying it into your house, or Apple delivering it to the carrier. (HPE is absolutely clear that after the carrier picks it up it becomes your problem. HPE is also very good about mediating shipping problems, because a happy customer is a repeat customer.)

Is Apple responsible if a thief grabs it off your porch before you get home? Is the carrier responsible? Or is it your problem?

Please find Apple's T's&C's to support your stance.
 

calderone

macrumors 68040
Aug 28, 2009
3,679
86
Seattle
Is Apple responsible if a thief grabs it off your porch before you get home? Is the carrier responsible? Or is it your problem?
Yes, Apple is responsible as they didn't require signature to accept something of such value. If Apple did require signature and carrier ignores, the carrier is at fault.

Shipping Multi-thousand dollars packages around without insurance and signature would be silly.
 
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Slash-2CPU

macrumors 6502
Dec 14, 2016
348
201
If you've agreed to terms and conditions that transfer ownership and responsibility to you when the package is handed off to the carrier - Apple's lawyers will come after you for cancelling payment.

I looked for the Apple store's T's&C's, and only found one for the UK. It seemed ambiguous about whether "delivery" meant you carrying it into your house, or Apple delivering it to the carrier. (HPE is absolutely clear that after the carrier picks it up it becomes your problem. HPE is also very good about mediating shipping problems, because a happy customer is a repeat customer.)

Is Apple responsible if a thief grabs it off your porch before you get home? Is the carrier responsible? Or is it your problem?

Please find Apple's T's&C's to support your stance.
I seriously doubt Apple’s lawyers would “come after you” for that. I never once said anything about porch piracy, so do not go modifying the argument to suit your trollishness. If the shipper loses it and there is no proof it was delivered, then I did not receive what I paid for. Hence, not my problem. Porch piracy is much more debatable, and totally in every way different from it being lost by the courier.

Did you just give me a homework assignment? Lol. I don’t really feel the need to dig into T&C’s to argue this. It’s pretty well a moot point to me since it’s always worked very well in practice. Yank the money back, you will get attention.
 

crjackson2134

macrumors 601
Mar 6, 2013
4,635
1,747
Charlotte, NC
Wow OP! Horrible experience. I had a similar shipping problem when I purchased my MP51 years ago. It just disappeared into the TwilightZone. I called Apple, and they initiated a new shipment right away. They didn't waste any time waiting to see if it would magically re-appear. It took an extra week because it was BTO, but my 1st order was simply cancelled by Apple and they told me not to worry about it, they would deal with UPS.

Also, Apple advised me that my CC was never actually charged (only a hold for the amount was placed). Apple told me at that time, they don't go through with the charge until AFTER the customer received the product. If I recall correctly I did have to sign for it, and their return on the signature confirmation is how they determined it was time to charge the CC. I guess they're not doing it that way anymore.

Anyway, several days later, I received my 2nd Ordered MP51 without issues.

Best of luck...
 

Average Pro

macrumors 6502
Jul 16, 2013
270
92
Cali
In the US, most, if not all, terms and conditions are that you take possession of the item once it leaves the shipping dock if you paid for the shipping. Before you react, there's clearly several consumer laws to protect you. The most obvious being that if you don't receive a product you can request a refund from your credit card/bank. If it arrives damaged, any reputable company will initiate an RMA and you'll get another one. Note - under ideal conditions.

When the original post indicated that the shipping company redirected him to Apple, I scoffed, but then I recalled that Apple is providing free shipping. Hmmm, not sure how that plays out. I hope you receive the computer very soon.
 

defjam

macrumors 6502a
Sep 15, 2019
513
385
Your frustration is more than understandable. As now I see it said you can't escape having a few dingbats in such a large company. My experience with Apple has been the opposite. They've gone out of their way to help me. It's been a while since I've had to work with their customer service so I hope it hasn't deteriorated since then.
 
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Theophilos

macrumors member
Original poster
Jul 29, 2015
77
124
California
Well, it's Monday morning where I am and there still hasn't been any progress or updates on the UPS tracking. The last scan was from the twilight between January 9-10. Encouraged by your advice, I plan to call Apple again this morning and request they either send out a replacement or refund my order.
 

defjam

macrumors 6502a
Sep 15, 2019
513
385
Well, it's Monday morning where I am and there still hasn't been any progress or updates on the UPS tracking. The last scan was from the twilight between January 9-10. Encouraged by your advice, I plan to call Apple again this morning and request they either send out a replacement or refund my order.
My brother had something like this happen with a stereo receiver he purchased. It got lost in shipping and he demanded they send out a replacement immediately (they wanted him to wait). They sent a replacement and, weeks later, the original showed up. He attempted to work with the seller to return the second unit but they never responded. Now he has two of them, maybe you'll be as fortunate :D
 

Moof1904

macrumors 65816
May 20, 2004
1,041
43
My Mac Pro was delivered via FedEx Ground. It shipped on a Monday for delivery on Friday. I watched the delivery notifications all week and took the day off on Friday so that I could sign for it. (It said "signature required" on the FedEx shipping page.) Friday came and the shipping status changed to delivery between 4 pm and 7 pm, or some such. I waited anxiously by the door. At 6:30 pm my daughter was out for a run and texted me that the FedEx Ground truck was in our neighborhood.

At 6:45 pm the delivery status suddenly changed to "next business day, no delivery attempt made." I called FedEx and the person explained that FedEx Ground drivers are contract employees and if they suddenly decide that they don't want to deliver any more packages that day then they just stop and there's nothing that can be done. I offered to pick it up from the FedEx Ground depot on Saturday but they informed me that the FedEx Ground facility is closed on the weekend. I complained and explained that I had taken a day off to sign for it and that nobody would be availble on Monday to sign for it and blah blah blah. The person was apologetic but could do nothing. (Have you noticed that customer service people always "understand" and they're always "sorry," but there's nothing they can do?)

I hung up expecting that the Mac wouldn't be delivered until Monday and started pondering how I would have someone around to sign for it. I guess I complained loudly enough, though, because even while the status still said "Monday" delivery when I woke up Saturday morning, they had transferred the package to a "real" FedEx truck and delivered it by noon Saturday.