All iPads Boy has apples customer service gone downhill

[1BadManVan]

I gotta say, this is an all time low for my relationship with Apple. What started out as a simple process has turned into a nightmare for an “express replacement”. All 3 of my Air 3’s have developed the white spot issue, contacted apple to get them replaced and was done with the process fairly quickly. That was December 2nd, the next day 2 ship out.

Here we are on the 2nd week, still only 2 actually shipped out, the other is back ordered with no time window. As of now fedex has lost the other 2 packages at the local distribution centre that’s literally 2 towns over from me. It showed out for delivery two times last week and nobody showed and now have no delivery window at all with no answers as to why.

And here’s the cherry on top, When I call apple to discuss what my options are, I’m told I don’t meet their threshold to speak to customer relations because it hasn’t been long enough yet to give me any options of resolve. Is this seriously what it’s come to now? Customer service literally refusing to transfer me over to customer relations because they won’t take my call anyways. That’s why I’m being told.

 

[Cashmonee]

Not to defend Apple here, but what would you ask them to do? If there are no Air 3s available for replacement, there are no Air 3s available. Every company is dealing with supply shortages, this is no different. As for the other 2, that is on FedEx, not Apple. Now, I wish Apple would dump FedEx because they are horrible (your story is the norm for FedEx these days), but I assume that is not a possibility.

I get you are frustrated and 100% understand. But there is nothing that anyone can really do and I do not think Apple is really at fault here. I am curious what you would want them to do to resolve the issue?

 

[1BadManVan]

Not to defend Apple here, but what would you ask them to do? If there are no Air 3s available for replacement, there are no Air 3s available. Every company is dealing with supply shortages, this is no different. As for the other 2, that is on FedEx, not Apple. Now, I wish Apple would dump FedEx because they are horrible (your story is the norm for FedEx these days), but I assume that is not a possibility.

I get you are frustrated and 100% understand. But there is nothing that anyone can really do and I do not think Apple is really at fault here. I am curious what you would want them to do to resolve the issue?

Because when I spoke to them, I was given a time frame and that this would be the fastest method To have them replaced. Nobody ever informed me these were out of stock until a week later when I called to ask why one was never shipped. They should know their supply before offering these options so I as a consumer know what I’m getting into when I put almost $3k credit hold on my card (over $900 Canadian each for air 3 cellular models)

They are telling me after 14 days they will offer me a resolve but can’t tell me what that is. Considering I’m a couple days away from that, I feel as a customer, I am entitled to know atleast what my options will be at that point so I can start figuring out what my next move is. Are they offering me a different model? A gift card? i should be allowed to speak to customer relations about my options, not refused, thats not acceptable at all.

 

[Cashmonee]

Because when I spoke to them, I was given a time frame and that this would be the fastest method To have them replaced. Nobody ever informed me these were out of stock until a week later when I called to ask why one was never shipped. They should know their supply before offering these options so I as a consumer know what I’m getting into when I put almost $3k credit hold on my card (over $900 Canadian each for air 3 cellular models)

They are telling me after 14 days they will offer me a resolve but can’t tell me what that is. Considering I’m a couple days away from that, I feel as a customer, I am entitled to know atleast what my options will be at that point so I can start figuring out what my next move is. Are they offering me a different model? A gift card? i should be allowed to speak to customer relations about my options, not refused, thats not acceptable at all.

I see what you are saying. That is frustrating that they said they were in stock and you would have them. I would hope they do something about the backordered one.

 

[1BadManVan]

I see what you are saying. That is frustrating that they said they were in stock and you would have them. I would hope they do something about the backordered one.

The other two just magically showed up at my doorstep after fedex telling me they have no idea where they are. Never even updated to being out for delivery. Just suddenly pulled into my driveway 20 minutes ago

So atleast 2 are now finally here. But I have no idea what they’re going to do about this 3rd one. The lady I spoke to says she has no idea what their resolve will be either but refused to transfer me to someone who would know. So I guess I have to do this all over again on Friday with them.

 

[Woodstockie]

Glad that you have 2 out of 3. Hopefully in a couple days you know more about the last one. Just wondering if you are you going to update the post title now to 'Boy....downhill to 1/3'? A bit of patience was all what was needed.

 

[LogicalApex]

I know it is tough, but I recommend you take a step back and be mindful of the human at the other end of the pipelines here. We’re going through a serious supply and labor shortage right now that impacts everyone…

Apple may have lower supplies for refurbished devices. Chips are in short supply so this is expected…

FedEx and other delivery services have a combination of labor shortages AND the record number of packages to deliver for Christmas… Scans might get missed. Delays happen…

 

[1BadManVan]

Im aware who’s on the other end, I never yell or swear at someone doing their job, and I’m aware it’s out of their control to a degree. But refusing to even let me speak to customer relations is a bit ridiculous, if you don’t have the answers I’m looking for, I should be allowed to speak to someone who does.

It’s bad enough you wait for the customer to track you down to find out why the 3rd was never shipped out a week and a half later. But to just say “sorry that must be frustrating, then put me on hold for 10 minutes to speak to a senior adviser that literally says the exact same thing with no other helpful info to give. Not ok

And I feel I was more then patient considering the delivery window was last monday and then they updated it to keep saying it’s out for delivery Tuesday, then Wednesday. I’m waiting at home because I have to sign for these packages and suddenly it’s ”pending” with no other info on Thursday. I waited all week for a change before I started making some calls.

 

[LogicalApex]

Im aware who’s on the other end, I never yell or swear at someone doing their job, and I’m aware it’s out of their control to a degree. But refusing to even let me speak to customer relations is a bit ridiculous, if you don’t have the answers I’m looking for, I should be allowed to speak to someone who does.

It’s bad enough you wait for the customer to track you down to find out why the 3rd was never shipped out a week and a half later. But to just say “sorry that must be frustrating, then put me on hold for 10 minutes to speak to a senior adviser that literally says the exact same thing with no other helpful info to give. Not ok

And I feel I was more then patient considering the delivery window was last monday and then they updated it to keep saying it’s out for delivery Tuesday, then Wednesday. I’m waiting at home because I have to sign for these packages and suddenly it’s ”pending” with no other info on Thursday. I waited all week for a change before I started making some calls.

You can, and it sounds like you should for your own sanity, redirect packages to a local pickup point. FedEx will hold it for you there and you can pick it up when it is ready with a lot less stress...

I used to work at UPS unloading trucks when I was in college about a decade ago. Packages get touched by humans and packages are in turn put in positions to be scanned by humans. With the volume they are dealing with right now packages don't get scanned as they are just trying to deliver as quickly as they can. If it doesn't get scanned then you don't see a package update on a website and you're upset. Also keep in mind, the "delivery guarantees" are all pretty much out the window across all carriers. As they are dealing with record volume.

Your package could have been delayed by any number of things. The truck carrying your package could have broken down. A driver could have been in an accident. Could have had a family emergency. They could have had package volumes far in excess of their capacity to deliver in a single day thanks to the volume right now. It goes on an on.

You're not waiting on life saving medication. Set it to get held at your nearest location then go pick it up when it arrives. No need to take of work and etc. If you are annoyed about how the shortages have impacted how fast Apple can send you a replacement device and you can't float the money on hold on your card either go into a store or mail the device in.

FedEx | System Down

 

[1BadManVan]

You can, and it sounds like you should for your own sanity, redirect packages to a local pickup point. FedEx will hold it for you there and you can pick it up when it is ready with a lot less stress...

I used to work at UPS unloading trucks when I was in college about a decade ago. Packages get touched by humans and packages are in turn put in positions to be scanned by humans. With the volume they are dealing with right now packages don't get scanned as they are just trying to deliver as quickly as they can. If it doesn't get scanned then you don't see a package update on a website and you're upset. Also keep in mind, the "delivery guarantees" are all pretty much out the window across all carriers. As they are dealing with record volume.

Your package could have been delayed by any number of things. The truck carrying your package could have broken down. A driver could have been in an accident. Could have had a family emergency. They could have had package volumes far in excess of their capacity to deliver in a single day thanks to the volume right now. It goes on an on.

You're not waiting on life saving medication. Set it to get held at your nearest location then go pick it up when it arrives. No need to take of work and etc. If you are annoyed about how the shortages have impacted how fast Apple can send you a replacement device and you can't float the money on hold on your card either go into a store or mail the device in.

FedEx | System Down

I tried to redirect them and said not available, nor was offered as an option when I called them about it.

Again, I choose the express replacement because i was told it was the quickest option and give the quickest turn around. Wait time for an appointment at the apple store closest to me was the following week. I followed the advice of customer support. if you don’t like the fact I’m unsatisfied, you’re free to move onto another thread. I have a right to be pissed and express my frustration.

Not only the timeline of it, with no communication to me of the delays, but their handling of me as customer just to get some answers and refusing to let me speak to someone who could give me answers, why are you defending that?

 

[sonstar]

Wow, white spot still a problem, had it on a 10.5" pro, since we have had the 11" and 12.9" pro's none.

 

[1BadManVan]

Wow, white spot still a problem, had it on a 10.5" pro, since we have had the 11" and 12.9" pro's none.

Yea the issue carried over to the Air 3’s unfortunately. Luckily we have apple care + so we were able to get them covered by warranty. The screens are a bit more vibrant on these new panels, never complained about it on the old panels, always thought they were good but side by side, it’s a bit more saturated colours on the replacements.

 

[turbineseaplane]

Wow, white spot still a problem, had it on a 10.5" pro, since we have had the 11" and 12.9" pro's none.

I was just thinking the same thing...

How have they not solved this yet?
Ugh..

 

[1BadManVan]

I was just thinking the same thing...

How have they not solved this yet?
Ugh..

According to the apple tech, it’s been fixed now for the refurb models and as far as I know, 2018 and up pros don’t have this issue

 

[1BadManVan]

Update! I finally met the threshold to speak to customer relations as this last ipad has still not left apple yet with no time frame as of when. So after 45 minutes of having to re-explain my situations to customer service. They put on hold to speak to customer relations on my behalf to make sure I was allowed to speak to them, I finally get through.

Customer relations says a quick hello and apology for the delay, puts me on hold for 15 minutes to look into my issue. “So I have good news and bad news, the bad news is it’s still on back order and hasn’t shipped, the good news it, it should sometime soon… hopefully”

So I’ve waited all week to speak to customer relations because they are apparently the ones to offer a resolution to this problem, and his resolution is to keep waiting longer.

I asked “so, let’s say by the end of next week, this still is back ordered and not shipped out, what exactly happens then?”

“I’ll touch base to let you know it hasn’t shipped out”

Are these guys serious? How the hell is that a resolution to this problem? Why did I have to wait to speak to this guy just to tell me to keep waiting longer? That’s all I’ve been doing