When does Apple ship your replacement product?

[myrtlebee]

I am very confused right now. I ordered a MacBook Air and it arrived yesterday. I then initiated a replacement with Apple.

As you can see by the attached screenshot, it states on the order page that the replacement MacBook Air "Ships to the original address once the carrier collects your return." Well, yesterday the carrier collected my return and it was scanned into the system. Only problem is, it's been 24 hours and no shipping notification of the replacement product.

So, I chatted with Apple twice and both reps said that the replacement will be shipped when Apple receives my returned product at their return center. But this is not what it states on the Order Status page. Has anyone ever returned an item for replacement, and if so was your replacement shipped after the carrier collected your return, or was it shipped after Apple received your return product back? Thanks

 

[44267547]

I am very confused right now. I ordered a MacBook Air and it arrived yesterday. I then initiated a replacement with Apple.

As you can see by the attached screenshot, it states on the order page that the replacement MacBook Air "Ships to the original address once the carrier collects your return." Well, yesterday the carrier collected my return and it was scanned into the system. Only problem is, it's been 24 hours and no shipping notification of the replacement product.

So, I chatted with Apple twice and both reps said that the replacement will be shipped when Apple receives my returned product at their return center. But this is not what it states on the Order Status page. Has anyone ever returned an item for replacement, and if so was your replacement shipped after the carrier collected your return, or was it shipped after Apple received your return product back? Thanks

View attachment 742924

It's always been when the carrier has collected the return, my replacement item was shipped. I'm not sure why the delay. Follow up with either Apple or the carrier tomorrow if you don't have any updated information.

 

[myrtlebee]

It's always been when the carrier has collected the return, my replacement item was shipped. I'm not sure why the delay. Follow up with either Apple or the carrier tomorrow if you don't have any updated information.

Thanks, I will call Apple. FedEx literally threw the MacBook Air over the fence into my back yard yesterday, which is why I'm getting it replaced. It was the first time I've ever gotten an Apple order that didn't need to be signed for.

 

[44267547]

Thanks, I will call Apple. FedEx literally threw the MacBook Air over the fence into my back yard yesterday, which is why I'm getting it replaced. It was the first time I've ever gotten an Apple order that didn't need to be signed for.

That Seems to be a new trend now with UPS and FedEx not requiring certain signatures. However, I would personally file a dispute with FedEx if they mistreated your product.

 

[myrtlebee]

That Seems to be a new trend now with UPS and FedEx not requiring certain signatures. However, I would personally file a dispute with FedEx if they mistreated your product.

Just chatted with Apple again. They insist replacements are sent when the item is received in their warehouse. Even though it's clearly not what is stated on their website and I think I also remember them sending it when I dropped it off at Fedex years ago for my last online replacement.


"Thanks. I am confused as to when the replacement will be shipped to me since the website says when Fedex collects my item, but the other rep said when the returned MacBook Air gets to the Apple warehouse

You sent the old item back correct?

Yes by Fedex, tracking number 7---------

The replacement will not ship out until the item is scanned into the warehouse.

Why does the order website state "Ships to the original address once the carrier collects your return." did the policy change? I also checked with someone else who had a replacement and he said his was shipped out once he dropped it off at Fedex

The website can make things very confusing but we only issue replacements and refunds for order when eh item is scanned inside the warehouse.

i see. I also got an email saying the replacement "Ships: In Stock Delivers: 21 Dec, 2017 by Next Day Shipping" so I was very confused

For orders to be shipped out it is not up to us it is up to the investigation team and they will not release the replacement until the return is accepted in our warehouse.

Gotcha, thank you, I guess it will be after Christmas then

Yes it is very confusing the order can very well be shipped out soon but it is how fast the item gets to the warehouse but once the product ships out it will provide you with the exact date and time the package will be delivered."

 

[Johnny365]

The way it works, at least with Amazon, is that certain customer accounts are eligible for the replacement to be sent as soon as first scan from carrier is received. Other times, it is when it is physically scanned at the returns warehouse.

Long story short, it may depend on your specific account, address location (known problem customer, location with high theft, etc) that they are tweaking the replacement send-off until it is received.

 

[myrtlebee]

Just an update. Apple received my return product back Thursday morning, but by Friday night there was still no action. I spoke with two reps through chat, who both told me different things (it was clear they were both just guessing), then I spent an hour and a half on the phone with another rep and then a supervisor. Turns out there was some kind of glitch since the hold was never lifted to ship my replacement. The supervisor had to lift the hold herself. The replacement has now shipped as of this afternoon.

Because of all of this, I still don't know whether the official policy is to ship the replacement when the carrier scans the return, as stated on the website, or when the return is received at the warehouse. Or a mix of the two as the last poster suggested. Either way just happy the replacement has finally shipped, although the process was very frustrating. If the hold lifted when it should have been I would have the computer today, but instead it will be here Tuesday. Good thing it isn't a Christmas gift.