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Returned MBP - arrived at Apple damaged!
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Sounds pretty stressful. I haven't experienced it firsthand with Apple, but it makes sense that the shipper would contact the carrier concerning a damage claim. Did you take good photos of the MBP before and after packing it before bringing it to UPS?
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I was surprised to hear that you are currently 'in limbo' while Apple pursue a case with UPS. Surely that's between them and meanwhile Apple ought to refund you. What are Apple going to learn from UPS that will negatively affect their dealings with you? That is, when UPS have 'checked', however long that will take. What would UPS say to Apple? "It was okay when we had it, guv'nor"? Or, "Whoops, we were clumsy"? How would they even know how badly a package in their system has been treated?
Presumably it was in new condition when you returned it in good faith?
Did you pay by credit card?
In any case I don't think it would be inappropriate for you to query the delay is getting your refund. Politely, of course.
Presumably it was in new condition when you returned it in good faith?
Did you pay by credit card?
In any case I don't think it would be inappropriate for you to query the delay is getting your refund. Politely, of course.
I probably overpack for Apple returns or private sales and trades, and haven't had an issue. When the shipping is paid by Apple or another vendor, the box size usually doesn't matter. I always keep the original boxes, surround them with a couple inches of bubble wrap, pack them in a larger box, and fill in all the spaces with more bubble wrap and other filling. And I take photos of the device, serial numbers on the boxes, and the whole packing process. I realize this is probably overkill but I'd want to be sure if there was ever a dispute.
Well, it's interesting to me that Apple doesn't specify how to pack a return other than using the original box, so in that way, you followed its instructions (https://www.apple.com/shop/help/returns_refund). But carriers like UPS and Fedex include double boxing instructions. UPS' laptop shipping instructions mention:
"If you’re shipping a new laptop, one option is to make use of the original box it arrived in from the manufacturer. This will normally supply a reasonable level of protection for your device.
However, keep in mind that most manufacturers’ boxes are intended for palletized shipping, and are not designed to be shipped as a standalone item. For this reason, you should also consider using an external box to provide an extra layer of protection for your laptop."
"If you’re shipping a new laptop, one option is to make use of the original box it arrived in from the manufacturer. This will normally supply a reasonable level of protection for your device.
However, keep in mind that most manufacturers’ boxes are intended for palletized shipping, and are not designed to be shipped as a standalone item. For this reason, you should also consider using an external box to provide an extra layer of protection for your laptop."
Apple called me today to say the payment was on its way (usual 3-5 business days they seem to quote). Result!
Sounded as though the “investigation” into the delivery/damage was still underway, I didn’t bother to ask for more details as I was just happy to have my money back!
Main delays were caused by lack of staff (covid 19) and the weirdness surrounding the return - at no point did USP scan the parcel during the return so there’s no record of it!
lesson learned - don’t trust UPS or the original packaging when returning something!
Sounded as though the “investigation” into the delivery/damage was still underway, I didn’t bother to ask for more details as I was just happy to have my money back!
Main delays were caused by lack of staff (covid 19) and the weirdness surrounding the return - at no point did USP scan the parcel during the return so there’s no record of it!
lesson learned - don’t trust UPS or the original packaging when returning something!
That's great news that your refunded is coming. What a relief, eh? I've had very good experiences with UPS, so I wouldn't write them off completely based on this pretty awful one. But whenever I've had an Apple return, it's always been Fedex, which I prefer anyway. I'm guessing it's location-based.
(update: just re-read your first post that this order was in the UK)
(update: just re-read your first post that this order was in the UK)