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People Who Left Devices at Apple Stores for Repair Can't Get Them Until Stores Reopen
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"stores stayed open for 3 days fixing all machines and calling all customers to come pick up their machines. not Apple's fault people didn't come get their ****"
You don't know that for a fact... You don't know that they called *all* customers BEFORE closing the stores. Indeed, if you read the post just two before yours, you'd see that.
Given that you repeated yourself, blaming customers *three* times, even calling them "lazy", let's highlight what that person wrote!
"There’s a lot of customer blaming in here for people not picking their devices up when contacted so let me balance this with my experience.
1. I dropped off my MacMini on Saturday 7th. ... Estimated pick up was Thursday 12th.
2. I saw Apple were closing stores starting on the 14th here but could not get through to the store when I tried on the 13th. [Ed. Note: AFTER the scheduled pickup date!] They weren’t answering. [Ed. Note: You can't blame the customer for that; he tried.]
3. When I tried again on the 14th there was just a message saying the store was closed and to go online. [Note: That message wasn't there on the 13th!]
4. I then had a call from the guy who was working on the machine on Sunday 15th saying the store was closed and I couldn’t collect the machine until it reopened.
5. No other options.
6. No choice to have it shipped. Just suck it up.
7. So not everyone with a machine stuck in limbo was ignoring calls to collect their machine. [Ed. Note: That's the key point!]
The machine is my server that I use for hosting work and personal services." [Note: so, he can't simply read a book!]
Finally, keep in mind that several people highlighted the fact that only 2 days notice was provided in many cases, which can be insufficient time -- given work, health care, family responsibilities -- so, not responding is hardly being "lazy". Plus, in many cases, an email or call goes to SPAM, is filtered out, is missed, etc., so it's not the customer's fault at all.
I'm not blaming Apple, either. This is a tough situation all around, but let's stick to the facts and not engage in hyperbole and ad hominem attacks!
You don't know that for a fact... You don't know that they called *all* customers BEFORE closing the stores. Indeed, if you read the post just two before yours, you'd see that.
Given that you repeated yourself, blaming customers *three* times, even calling them "lazy", let's highlight what that person wrote!
"There’s a lot of customer blaming in here for people not picking their devices up when contacted so let me balance this with my experience.
1. I dropped off my MacMini on Saturday 7th. ... Estimated pick up was Thursday 12th.
2. I saw Apple were closing stores starting on the 14th here but could not get through to the store when I tried on the 13th. [Ed. Note: AFTER the scheduled pickup date!] They weren’t answering. [Ed. Note: You can't blame the customer for that; he tried.]
3. When I tried again on the 14th there was just a message saying the store was closed and to go online. [Note: That message wasn't there on the 13th!]
4. I then had a call from the guy who was working on the machine on Sunday 15th saying the store was closed and I couldn’t collect the machine until it reopened.
5. No other options.
6. No choice to have it shipped. Just suck it up.
7. So not everyone with a machine stuck in limbo was ignoring calls to collect their machine. [Ed. Note: That's the key point!]
The machine is my server that I use for hosting work and personal services." [Note: so, he can't simply read a book!]
Finally, keep in mind that several people highlighted the fact that only 2 days notice was provided in many cases, which can be insufficient time -- given work, health care, family responsibilities -- so, not responding is hardly being "lazy". Plus, in many cases, an email or call goes to SPAM, is filtered out, is missed, etc., so it's not the customer's fault at all.
I'm not blaming Apple, either. This is a tough situation all around, but let's stick to the facts and not engage in hyperbole and ad hominem attacks!
I’m going to say the “computer is your livelihood” argument is valid and it is a horrible situation for someone that truly makes a lving off of their device(s).
I gotta imagine the vast majority of the minority of people that actually do rely on their devices for a living and dropped them off for repair, did in fact pick up their machines since they are their “lifeline”.
On the flip side, Apple only had two days to coordinate the closure of EVERY store in the world. There were thousands of machines in their stores. And these stores weren’t running at full business hour in many cases.
They had to know precisely, in 48 hours, which machines they should keep at the store for pickup and which the customer would want delivered. 48 hours.
That alone would cause chaos and we would be reading about deliveries that were sent to wrong addresses and so on. Remember, Apple store employees are losing their jobs in the midst of all of this. I would probably make a labeling mistake.
I’m sure Apple corporate mulled all of these scenarios and ultimately decided in store pickup was the easiest method as they transitioned to closure.
Well, apparently you are wrong. They are precluded whether you like it or not.
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Wrong. Information technology is one of the critical infrastructure sectors established by the federal government, and specify exempt under the executive order issued by the governor of California. All other states cite the same federal standard in identifying exempt businesses.
And?
If you are in charge of an infrastructure critical machine aka Apple device and you didn’t pick it up when they emailed you(information technology, ya know?), I probably don’t want you in charge of anything critical to the infrastructure I live in.
If your product broke now you are equally screwed...but I bet if it's really a necessity for work/life you have a backup device or will just order a new one asap. If the repair just wasn't completed yet then does it really matter if you can get a broken device back.
If you have the funds (and a backup - you always have a backup, right?) then order a new laptop and return it within 14 days of the local stores re-opening. By which time you'll have your old one back.
Wow. Guys. I’ve been reading this website for well over 7 years.
But I just NOW felt the urge to create an account to reply.
I have never seen such lack of understanding from the macrumors community.
Bashing a company that paid its employees to stay home as long as it’s required.
Bashing a company that gifted supplies to affected families in China.
Please. Have a little of positive intent. I can’t exactly mention why I know this. But every single Apple Retail Store was told only 3 days ahead of time of the closure. This wasn’t a planned spring break or anything. This was a matter of stopping the spread of a pandemic with any means necessary. They were told the stores were closing on the 13, but every employee was still scheduled to work until the 16th.
The plan to get devices back to customers was amazing and on point.
They were tasked (every employee while at work) verify how many devices belong to customers not yet picked up. Then the entire team was to contact each and every customer via any method they provided the permission to reach them with.
Whether that was email or phone.
each customer was advised of the 3 day pick up window and if they couldn’t make it, WITH THEIR PERMISSION the product would then be shipped to them.
if by the 16 no one was contacted, the device would not be shipped and instead held. Any warranty expiry date would be ignored and repairs would be done for free should the warranty expired while in their possession.
if you disagree with the pick up window after knowing all this, then you’re heartless and self entitled.
Apple and it’s employees did everything they could before the situation worsened. Far ahead of almost any other retailer or customer service company.
While keeping every employee paid, cared for and kept at home.
Have a little respect.
But I just NOW felt the urge to create an account to reply.
I have never seen such lack of understanding from the macrumors community.
Bashing a company that paid its employees to stay home as long as it’s required.
Bashing a company that gifted supplies to affected families in China.
Please. Have a little of positive intent. I can’t exactly mention why I know this. But every single Apple Retail Store was told only 3 days ahead of time of the closure. This wasn’t a planned spring break or anything. This was a matter of stopping the spread of a pandemic with any means necessary. They were told the stores were closing on the 13, but every employee was still scheduled to work until the 16th.
The plan to get devices back to customers was amazing and on point.
They were tasked (every employee while at work) verify how many devices belong to customers not yet picked up. Then the entire team was to contact each and every customer via any method they provided the permission to reach them with.
Whether that was email or phone.
each customer was advised of the 3 day pick up window and if they couldn’t make it, WITH THEIR PERMISSION the product would then be shipped to them.
if by the 16 no one was contacted, the device would not be shipped and instead held. Any warranty expiry date would be ignored and repairs would be done for free should the warranty expired while in their possession.
if you disagree with the pick up window after knowing all this, then you’re heartless and self entitled.
Apple and it’s employees did everything they could before the situation worsened. Far ahead of almost any other retailer or customer service company.
While keeping every employee paid, cared for and kept at home.
Have a little respect.
This is categorically untrue. At least in my experience. And don't for a second think my experience is unique, a quick browse of Twitter, Reddit, or numerous other Apple forums would show you that there were many many customers desperately trying to get hold of their store to understand what the position was and how to get their device back. I can show you my call logs, or even a twitter thread with Apple support where they basically admit they don't know what's happening with my device and I'd have to wait for the store to contact me. I found out from the news that Apple were closing their stores, not from Apple, and it took them two days to get in contact with me to give me an update (at which point, there was no other option than to wait for the stores to reopen). And they definitely had both the means and permission to contact me throughout the period, but they did not.
I'm not arguing against Apple's decision to close their stores. But to call the plan "amazing" and "on point" is way off the mark in my experience (and again, please have at least a cursory look on-line to see many people in the same situation).
Gotta love the sycophants coming to their daddy’s rescue.
They had no contingency plan for this. Could have shipped back repairs to customers. But keep on being courageous and inclusive, Apple!
They had no contingency plan for this. Could have shipped back repairs to customers. But keep on being courageous and inclusive, Apple!
Can't ship devices without customer's explicit permission, imo. Imagine if that customer weren't home and the repair just sat unattended on their porch, waiting to be potentially stolen. At the very least, their device is safe being held at the store. People can be pissed at that all they want, however, y'know, GLOBAL PANDEMIC and all. Geez, people can be so entitled.
Edit: On top of that, I'm sure 99% of the people in this thread are not affected by this issue and what most everyone says here is conjecture.
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Personal view is Apple has done the right thing by closing stores, but has not handled the return of products to consumers well. Apple could and should offer a mail return service for those impacted.
For many people 48 hours is not sufficient notice to retrieve an item. They could have been travelling or otherwise indisposed and simply unable to attend the store. Keep in mind the store closures are global too. At the time they closed out local store I don’t believe we had a single reported case in our state and today Apple Store is the one closed store in the complex. I don’t believe they should reopen, even just for service pickups, but a staff member could be there arranging delivery of any repairs sitting out back as there’s nothing stopping people from being there in a locked room. Totally get in some countries/states that opportunity has passed, but for the many (a majority?) of stores likely it hasn’t.
Alternatively maybe they should take a hit and offer customers a new or refurbished product and simply keep the repair for anyone that takes up the offer. Ship them via the online channel. At least people who need to do work are covered.
For the very least that’s what they should do for people getting repairs done under Apple Care. Again in many regions they haven’t been made to shut, they chose to, so people with Apples insurance should be looked after and not left high and dry.
Again, happy for stores to be closed. I just don’t buy that many of those items can’t be returned, and where they can’t be that an alternative option to replace isn’t available.
For many people 48 hours is not sufficient notice to retrieve an item. They could have been travelling or otherwise indisposed and simply unable to attend the store. Keep in mind the store closures are global too. At the time they closed out local store I don’t believe we had a single reported case in our state and today Apple Store is the one closed store in the complex. I don’t believe they should reopen, even just for service pickups, but a staff member could be there arranging delivery of any repairs sitting out back as there’s nothing stopping people from being there in a locked room. Totally get in some countries/states that opportunity has passed, but for the many (a majority?) of stores likely it hasn’t.
Alternatively maybe they should take a hit and offer customers a new or refurbished product and simply keep the repair for anyone that takes up the offer. Ship them via the online channel. At least people who need to do work are covered.
For the very least that’s what they should do for people getting repairs done under Apple Care. Again in many regions they haven’t been made to shut, they chose to, so people with Apples insurance should be looked after and not left high and dry.
Again, happy for stores to be closed. I just don’t buy that many of those items can’t be returned, and where they can’t be that an alternative option to replace isn’t available.
I can only speak about what I know for one store with someone who works there.
Resources were allocated immediately to complete all repairs asap. 0 incomplete by last day.
Multiple attempts were made daily starting from knowing about the shutdown to the last day. Multiple calls and daily emails were sent to highlight the urgency to pickup any left devices. Most calls went to voicemail. Only 30% of people showed up to pickup.
There were repairs and business machines that some people argued and escalated to have completed on priority that were not picked up eventually. These people had every chance to pickup but couldn’t due to their circumstances or chose not to.
There are many things people bash Apple for, but this scenario should not be one of them. Every business had to take unexpected and drastic measures quickly.
Resources were allocated immediately to complete all repairs asap. 0 incomplete by last day.
Multiple attempts were made daily starting from knowing about the shutdown to the last day. Multiple calls and daily emails were sent to highlight the urgency to pickup any left devices. Most calls went to voicemail. Only 30% of people showed up to pickup.
There were repairs and business machines that some people argued and escalated to have completed on priority that were not picked up eventually. These people had every chance to pickup but couldn’t due to their circumstances or chose not to.
There are many things people bash Apple for, but this scenario should not be one of them. Every business had to take unexpected and drastic measures quickly.
Gotta love the people here who reflexively stand up for those who have failed to take responsibility to claim their repaired products, nor left alternate instructions, despite multiple contacts by Apple and their techs working overtime to get their products repaired timely under extraordinary circumstances.
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Fair enough. Appears like I jumped the gun on my assessment of this. If indeed they made every effort to return customer technology then the responsibility lies with the people who failed to respond.
I think many people can't grasp that all it takes is ONE wrong interaction to get infected... it's very short-sighted.
you seriously expect a random employee running a twitter account to know what’s going on with your individual device? There are 500+ stores worldwide
This is the only thing we have a thing about now..
Take out the whole "virus concept" and it would be "oh, i can't get my device because stores are closed... oh well." Something everyone is used to.
lol. Social sites usually do come first responders.. Its only Dominos who doesn't treat twitter users right.
Entitlement 101.
I especially enjoyed the allcaps "ARE".
Here is the response to this story from two Apple Store employees via Reddit.
"We stayed open for 3 days after initial closure and called every single ready for pickup once a day for the 3 days while we remained partially open. 99% of people were ok with coming in or let us know they would come in when we were open again."
"Exactly what we did too. Can't tell you how many phone calls I made and emails I sent to try and get devices back home. 99% of people for us too were very accepting of what was going on and came by or let us know they couldn't."