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Resolved Should I ask OWC for a refund?

C

CodeBreaker

macrumors 6502
Original poster
Nov 5, 2010
494
1
Sea of Tranquility
Hi, I ordered 8 GB RAM from OWC and paid extra for it to be shipped by FedEx International Priority. The delivery date was yesterday, but it didn't make it. The reason was "Package arrived at station after courier dispatch", i.e., it reached my city.

No delivery attempts were made yesterday and the status was changed to "On FedEx vehicle for delivery" today. It is 7:30 pm now and it hasn't yet arrived. And today is a saturday so there won't be any delivery tomorrow.

So the "priority" package will be delivered on Monday, three days after the scheduled date (if the Gods aren't angry). I tried contacting FedEx: no replies to email and faulty IVRS. The local facility said they have no idea about my package.

While this isn't OWC's fault, should I ask for a refund?

Thanks.
 
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CodeBreaker said:
Hi, I ordered 8 GB RAM from OWC and paid extra for it to be shipped by FedEx International Priority. The delivery date was yesterday, but it didn't make it. The reason was "Package arrived at station after courier dispatch", i.e., it reached my city.

No delivery attempts were made yesterday and the status was changed to "On FedEx vehicle for delivery" today. It is 7:30 pm now and it hasn't yet arrived. And today is a saturday so there won't be any delivery tomorrow.

So the "priority" package will be delivered on Monday, three days after the scheduled date (if the Gods aren't angry). I tried contacting FedEx: no replies to email and faulty IVRS. The local facility said they have no idea about my package.

While this isn't OWC's fault, should I ask for a refund?

Thanks.
Click to expand...

A refund from whom? The vendor has no control over FedEx. I suppose you could try to get a refund for shipping costs from FedEx, but I wouldn't hold my breath waiting for that refund. FedEx will give you some b******t "we couldn't help it" crap and you'll be stuck with the shipping cost. :mad:

Try pursuing FedEx if you have the time and the tolerance for frustration it will require. :(
 
I would. While it is not OWC's fault, the way I understand it is that only the shipper can request refunds for shipping fees. I would ask for the refund and let OWC clear it up with FedEx.
 
Yep, this is the way to go!

emaja said:
I would. While it is not OWC's fault, the way I understand it is that only the shipper can request refunds for shipping fees. I would ask for the refund and let OWC clear it up with FedEx.
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FEDEX sucks, reminds me of my iPad Fiasco,All the accessories went from Apple to Orlando to Ocala to my home, the I Pad went from Apple to Orlando to Jacksonville to outer space, the second one went the same route. When I asked FEDEX if they ever considered the possibility that someone in Orlando might have an acquaintance in Jacksonville who is stealing them?, oh no Sir, we have no such problems, Apple ate two iPads, the third arrived UPS at my request,weeks later, a call to Apple to find out the resolution, FEDEX denied responsibility, and Apple ate the loss, why Apple deals with them is beyond me. I am not out money, just 4 weeks of inconvenience and use of an iPad I should have had weeks earlier.

Ask OWC, they are a decent honorable company, they will make it right!
 
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Thanks, all of you for the replies. I know this isn't OWC's fault at all. They sent it to FedEx the same day and it was quickly processed.

It's FedEx who screwed up. But isn't it something like the sender and not the receiver gets the refund? What I was wondering is if OWC will kick FedEx in the b***s, and get the refund?

As I said earlier, no reply to emails, and bad/faulty IVRS, so I don't know what to do. Maybe if get the RAM on Monday, and Safari stops throwing beach balls at me, I'll call it even.;)
 
Email OWC, they'll give you a refund for shipping costs. Whether or not they bother filing a claim with FedEx is not your concern. You cannot request a refund of shipping costs from FedEx directly since you're not the shipper.
 
Jaw04005 is right. I've worked in a business where we shipped products to customers. When UPS or FedEx missed the ship date, and the customer asked, we refunded their shipping and then got UPS or FedEx to refund us. It's standard practice.
 
Email OWC, they'll give you a refund for shipping costs. Whether or not they bother filing a claim with FedEx is not your concern. You cannot request a refund of shipping costs from FedEx directly since you're not the shipper.
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hayesk said:
Jaw04005 is right. I've worked in a business where we shipped products to customers. When UPS or FedEx missed the ship date, and the customer asked, we refunded their shipping and then got UPS or FedEx to refund us. It's standard practice.
Click to expand...

Thanks, but is FedEx International Priority a time bound service and eligible for refunds? I'm sorry, this is my first FedEx experience. I have already emailed OWC (tried to be as polite as I can).
 
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It's a federal holiday in the United States. You're not going to get a reply today.
 
You mentioned that this is an international shipment, and that might complicate things for you. Shipments that cross borders are always subject to delays.... the item can easily get hung up in customs ... and therefore it's harder to get refunds for shipping delays.

So... my advice to you re: your conversation with OWC is to not dwell on the length of time it took to reach you. There is probably some small print in the shipping conditions that protect FedEx and OWC. So, in your conversations emphasize how pleased you were that it cleared customs so quickly.... and then how disappointed you were that FedEx seems to have lost it in your city. Emphasize how this has tarnished your experience as a customer.

You will need to move the OWC rep from the "international shipments" can't be guaranteed script to the "FedEx is acting as your agent" and by extension is screwing up my customer experience.

Good Luck

Or... OWC perhaps has great customer service, and when they are back to work on Tuesday will immediately fix things for you.
 
snberk103 said:
You mentioned that this is an international shipment, and that might complicate things for you. Shipments that cross borders are always subject to delays.... the item can easily get hung up in customs ... and therefore it's harder to get refunds for shipping delays.

So... my advice to you re: your conversation with OWC is to not dwell on the length of time it took to reach you. There is probably some small print in the shipping conditions that protect FedEx and OWC. So, in your conversations emphasize how pleased you were that it cleared customs so quickly.... and then how disappointed you were that FedEx seems to have lost it in your city. Emphasize how this has tarnished your experience as a customer.

You will need to move the OWC rep from the "international shipments" can't be guaranteed script to the "FedEx is acting as your agent" and by extension is screwing up my customer experience.

Good Luck

Or... OWC perhaps has great customer service, and when they are back to work on Tuesday will immediately fix things for you.
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Thanks for the tip. I have already sent an email to OWC and have mentioned the the package was already lying in my city since 3 (now 4) days.I didn't compliment them (was quite mad at the time), but I didn't blame them either. I complained about the poor service offered by FedEx to OWC, and asked them to guide me towards obtaining a shipping fee refund, as per their policy.

I've read/heard that OWC is one of the best in consumer support (almost as good as :apple:), so I don't expect a "We don't give a ****" reply :).

Tracking update: "7:55 pm -- Delivery exception -- incorrect address"
Now this is just driving me nuts!!! I have a PayPal verified address, and I have had no problems at all from any courier/postal service before. Even a 5 year old can find my home! Now I really think they lost/broke it :(
 
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Are you in a small town? I am, and my FedEx deliveries are contracted out to a private contractor. Basically, a fellow and his car. I'm lucky - I know Rick and I've been able to make life easier for him so he's done me some favours too. But... he's still a fellow and a car. He get's paid something like $5 to drop something off. It's a 20 minute drive from town, so he gets 5$ to drive his car 40 minutes.

If you are in a small community, perhaps your fellow with the car is not from the neighbourhood, and isn't as good at reading maps... or perhaps his Google Map (or equivalent) shows your house in the wrong spot. Google Maps has our house a good 1/2 km from it's true location. Even when we lived in town, Google Maps had my business address 3 blocks from where we were.

I'm not trying to excuse FedEx here.... but sometimes when you know how things work, it makes more sense why they screw up.

I once made Rick very happy. I had already decided I wanted to return an Apple product before it was delivered. When he showed up I told him I was sending it back, and his face fell - because the usual way to do this was to refuse delivery.... and he wouldn't get paid anything. Instead I had already arranged for Apple to pay for the delivery, I had my shipping labels ready, and he was my "scheduled pickup". So he got paid to both deliver it and then to take it away, all in one trip. He made me very happy once because my Cinema Display had been delayed at customs, and arrived about an hour after we had left for the weekend. Instead of leaving a big Apple Box out in the rain and outside our door (this was when we were living in town) he took it home with him and called and left a phone message. I called him when we got back and I had it the next the day.

Small towns and FedEx have a very interesting relationship, sometimes.
 
snberk103 said:
Are you in a small town? I am, and my FedEx deliveries are contracted out to a private contractor. Basically, a fellow and his car. I'm lucky - I know Rick and I've been able to make life easier for him so he's done me some favours too. But... he's still a fellow and a car. He get's paid something like to drop something off. It's a 20 minute drive from town, so he gets 5$ to drive his car 40 minutes.

If you are in a small community, perhaps your fellow with the car is not from the neighbourhood, and isn't as good at reading maps... or perhaps his Google Map (or equivalent) shows your house in the wrong spot. Google Maps has our house a good 1/2 km from it's true location. Even when we lived in town, Google Maps had my business address 3 blocks from where we were.

I'm not trying to excuse FedEx here.... but sometimes when you know how things work, it makes more sense why they screw up.

I once made Rick very happy. I had already decided I wanted to return an Apple product before it was delivered. When he showed up I told him I was sending it back, and his face fell - because the usual way to do this was to refuse delivery.... and he wouldn't get paid anything. Instead I had already arranged for Apple to pay for the delivery, I had my shipping labels ready, and he was my "scheduled pickup". So he got paid to both deliver it and then to take it away, all in one trip. He made me very happy once because my Cinema Display had been delayed at customs, and arrived about an hour after we had left for the weekend. Instead of leaving a big Apple Box out in the rain and outside our door (this was when we were living in town) he took it home with him and called and left a phone message. I called him when we got back and I had it the next the day.

Small towns and FedEx have a very interesting relationship, sometimes.
Click to expand...

My city is one of the biggest metros in my country. And my address is really very easy to find. It is just 200 m from a national highway, and has lots of residential apartments and commercial/IT offices and malls. And my building faces the road/highway to the airport, one of the busiest roads here. They also had my phone number in case they needed any clarification. The local FedEx facility is just 2 miles away from my home, but I don't know the exact location. Maybe I should hunt it tomorrow (I will have to take leave from work).

Upon doing some research on such cases the possible reasons were:
(a) they lost/damaged it and are reluctant to deliver
(b) the drivers are lazy/underpaid/overburdened and hence don't deliver

This is the first time I'm having such a problem. I wish I had someone like Rick here :)
 
OK, obviously you aren't dealing with a fellow and his car. The next step is to call/contact OWC and ask them what address they have on file, and more importantly what address they used when they sent it out. It's possible that someone mistyped the shipping label.

As I understand it, FedEx is working for OWC and therefore all address corrections (and refunds) must be done through OWC. If there is an incorrect address it may be possible for OWC to correct it en route without requiring FedEx to return it. It also may be possible for FedEx to hold it at their depot for pickup. Though, your ID's address won't match the address they need to see to release it. Sigh.

If it makes you feel any better, I've tracked some courier deliveries that come from California and clear customs in Vancouver (something like 50km away). Almost always shipments are then sent east. Way way east, to Montreal or Toronto, for sorting. Several thousand km away, and then back through Vancouver before reaching me. Or one time it was California, Chicago, Vancouver, Winnipeg, back to Vancouver, then me. You just have to roll with it... and make sure you get refunded your priority delivery charges.

Good Luck
 
snberk103 said:
OK, obviously you aren't dealing with a fellow and his car. The next step is to call/contact OWC and ask them what address they have on file, and more importantly what address they used when they sent it out. It's possible that someone mistyped the shipping label.

As I understand it, FedEx is working for OWC and therefore all address corrections (and refunds) must be done through OWC. If there is an incorrect address it may be possible for OWC to correct it en route without requiring FedEx to return it. It also may be possible for FedEx to hold it at their depot for pickup. Though, your ID's address won't match the address they need to see to release it. Sigh.

If it makes you feel any better, I've tracked some courier deliveries that come from California and clear customs in Vancouver (something like 50km away). Almost always shipments are then sent east. Way way east, to Montreal or Toronto, for sorting. Several thousand km away, and then back through Vancouver before reaching me. Or one time it was California, Chicago, Vancouver, Winnipeg, back to Vancouver, then me. You just have to roll with it... and make sure you get refunded your priority delivery charges.

Good Luck
Click to expand...

I've dropped off from work and I am planning to go to the FedEx local facility here. My item is kept over there (since Friday). These guys are so irritating, they don't even answer the phones :mad:. And if i receive a damaged box, I'm ruined.

The expenditure so far is:
$67.99 for the RAM
$34.xx for FedEx International Priority :rolleyes:
$25 for customs and octroi
~$5 on phone calls, travelling to FedEx office
Days of frustration and anxiety

And in case of a damaged item, I will have to ask OWC for a refund and go through this again :eek: I am so angry, I don't even feel like using/installing the RAM anymore.
 
Got it!

I went to the FedEx local facility and got the RAM. The OWC seal was intact. When I asked why there was a delay, he said that water was clogged in their premises due to rains, and hence they couldn't load their trucks :eek:

I asked why he put "incorrect address" in the tracking log, he said he tried to deliver the package but was not able to locate the address. I told him he could had called me, to which he said my phone was "out of coverage area" (this is the funniest part: I have a fixed landline phone, fully operational since 2005).

In addition to customs I was also charged local import taxes (~$6). I installed the RAM and so far, it's fine. The computer is at least 4 times faster than before. I will do memtest in the evening.

OWC/FedEx haven't replied it yet, so no ideas yet about the shipping refund.

Thanks, all of you for your replies.
 
WHAT!? If one would do this with me watching him I would have lost my composure. Then the only way for them is to be honest or call the police before I delay future deliveries because of water... :D

This is absolutely unbelievable. How can it be FedEx is still in business with this attitude?
 
iPhysicist said:
WHAT!? If one would do this with me watching him I would have lost my composure. Then the only way for them is to be honest or call the police before I delay future deliveries because of water... :D

This is absolutely unbelievable. How can it be FedEx is still in business with this attitude?
Click to expand...

I know, but we can't do anything about it. Just avoid FedEx.

I tested the RAM with memtest (2 passes) -- all tests passed :)

OWC replied. It seems I won't be getting any refund (as the item is not lost/damaged). Anyways, I replied back telling them FedEx just screwed me (and them too).
 
Wow, they're really not going to give you a refund on your priority shipping with that much of a delay? That's surprisingly bad customer service. I'll probably avoid OWC in the future.
 
Queen of Spades said:
Wow, they're really not going to give you a refund on your priority shipping with that much of a delay? That's surprisingly bad customer service. I'll probably avoid OWC in the future.
Click to expand...

Don't avoid OWC, avoid FedEx. OWC says (in case of international shipments) they can only claim refunds from FedEx for lost/damaged items. This is because the indefinite delays of local Customs processing.

I wouldn't had bitched about it if the delay was due to customs. I am mad because the item was rotting 2 miles away from my home for 4 days.
 
CodeBreaker said:
I know, but we can't do anything about it. Just avoid FedEx.

I tested the RAM with memtest (2 passes) -- all tests passed :)

OWC replied. It seems I won't be getting any refund (as the item is not lost/damaged). Anyways, I replied back telling them FedEx just screwed me (and them too).
Click to expand...

Did you ask OWC for a refund on the RAM or a refund on the Shipping specifically. I can see why they would not refund the product but the shipping should be refunded if you paid an extra fee and it was promised sooner.

OWC would have to be the ones to do this as Fedex is acting as an agent to OWC. whenever you ship something that shipping service is your agent and you are held liable for any problems that delay or prevent delivery.

thats why when you sell on ebay you should include insurance even if the buyer does not ask for it because the buyer is not responsible until he accepts delivery.

I would call OWC back and explain you are interested in a refund for the premium price you had to pay.
 
jfyrfytr25 said:
Did you ask OWC for a refund on the RAM or a refund on the Shipping specifically. I can see why they would not refund the product but the shipping should be refunded if you paid an extra fee and it was promised sooner.

OWC would have to be the ones to do this as Fedex is acting as an agent to OWC. whenever you ship something that shipping service is your agent and you are held liable for any problems that delay or prevent delivery.

thats why when you sell on ebay you should include insurance even if the buyer does not ask for it because the buyer is not responsible until he accepts delivery.

I would call OWC back and explain you are interested in a refund for the premium price you had to pay.
Click to expand...

I asked them to claim a refund (for shipping) from FedEx on my behalf. I don't need a refund on the RAM, it's working perfectly.
 
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