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odedia

macrumors 65816
Original poster
Nov 24, 2005
1,047
157
I ordered a 24" iMac from the states. When it got to my country, the customs decided to give it a physical examination to check the contents of the package. They treated it so badly that by the time I got the computer, it doesn't work. The keyboard was thrown against the screen, the Styrofoam was literally shredded into pieces, and the computer was dangling from side to side during the transportation.

Now I have to start a lawsuit with DHL, who was the carrier responsible for taking care of the package. This sucks big time.

Edit: See pictures below.

Oded S.
 

Photo Monkey

macrumors member
Nov 13, 2006
58
0
London, UK
That really sucks. Have you rung Apple about it?

Are you sure it's DHL's problem though? If your customs are the ones who made the damage, DHL aren't responsible for that. Which country are you in?
 

iGary

Guest
May 26, 2004
19,580
7
Randy's House
I ordered a 24" iMac from the states. When it got to my country, the customs decided to give it a physical examination to check the contents of the package. They treated it so badly that by the time I got the computer, it doesn't work. The keyboard was thrown against the screen, the Styrofoam was literally shredded into pieces, and the computer was dangling from side to side during the transportation.

Now I have to start a lawsuit with DHL, who was the carrier responsible for taking care of the package. This sucks big time.

Oded S.

Did you call DHL immediately when you got it?
 

odedia

macrumors 65816
Original poster
Nov 24, 2005
1,047
157
There's insurance from DHL. It's their responsibility because a DHL representative must be next to the customs inspector during package inspection. I live in Israel. It's not Apple's fault, cause they sent the packaging properly. I got it shipped from MacMall.com, through a carrier in the states (there's an Israeli company in new jersey that does the shipping through DHL to Israel).
 

Am3822

macrumors 6502
Aug 16, 2006
424
0
Groningen, The Netherlands
As a point of interest -- will Yeda (Apple's only semi-official representative in Israel) honour Apple's warranty without any hassle?

I think that filing a complaint with the customs service would not be a bad move, either.
 

odedia

macrumors 65816
Original poster
Nov 24, 2005
1,047
157
As a point of interest -- will Yeda (Apple's only semi-official representative in Israel) honour Apple's warranty without any hassle?

I think that filing a complaint with the customs service would not be a bad move, either.

donnu yet. I have to finish the matters with DHL before thinking about repairing it. They MIGHT honor it. AppleCare said they will, but Yeda is Yeda.
 

Macnoviz

macrumors 65816
Jan 10, 2006
1,059
0
Roeselare, Belgium
I wouldn't start any lawsuits until you tried talking with the different parties. If all else fails, then start talking about lawsuits and such and such
 

odedia

macrumors 65816
Original poster
Nov 24, 2005
1,047
157
I wouldn't start any lawsuits until you tried talking with the different parties. If all else fails, then start talking about lawsuits and such and such

I know. I filed a complaint and I'm waiting to hear from them.
 

freebooter

macrumors 65816
Feb 24, 2005
1,253
0
Daegu, South Korea
Yeah, that sucks.

Try to remember, though, that adversity builds character. A platitude, yes, but a true one.

Once the matter is resolved (and it almost surely will be) you will appreciate your 24 inches all the more. And you will know how to fix this kind of problem.
 

Dunepilot

macrumors 6502a
Feb 25, 2002
880
0
UK
Oh yes - one piece of advice. Document who you speak to and at what time meticulously in case you need to send a nasty letter at some point. Asking people for their names when trying to get something dealt-with often encourages them to take more responsibility for your problem as well. It's amazing how that works.
 

Killyp

macrumors 68040
Jun 14, 2006
3,859
7
Oh yes - one piece of advice. Document who you speak to and at what time meticulously in case you need to send a nasty letter at some point.

That's not really the best of ideas is it? Just send them a really nice letter with some pretty sinister undertones...

Good luck to the OP, I'd find that really distressing if they damaged something which belongs to me...
 

Dunepilot

macrumors 6502a
Feb 25, 2002
880
0
UK
That's not really the best of ideas is it? Just send them a really nice letter with some pretty sinister undertones...

Good luck to the OP, I'd find that really distressing if they damaged something which belongs to me...

Heh. Got to love the sinister undertones. That brings to mind one of my favourite posts ever about the millionaire spammer, here at Slashdot.
 

trudd

macrumors regular
May 27, 2004
206
0
Texas
is DHL the right party to deal with? I can \ see them pointing the finger at customs, who will point it back in DHL. Maybe it's just in my head. Either way, keep us posted.
 

odedia

macrumors 65816
Original poster
Nov 24, 2005
1,047
157
Figured some folks here might want some pictures for reference, so here they are.

302728247_af3bba135e.jpg

302728342_7b2318d144.jpg

302728454_b769c8d0ef.jpg

302728544_9f70df1ade.jpg

302728728_0f6c92e41d.jpg

302728827_ef3b17d749.jpg
 

JMax1

macrumors 6502
Oct 17, 2006
424
1
Harlem, NY
When I ordered my iMac a few months ago, I was watching it carefully on the FedEx tracking online. I noticed that it had sat on the truck for a number of days without being delivered. I was having it delivered to my job so it wasn't because no one was around to pick it up. I was so fed up with it I called Apple to see what they could do. The Apple Rep kindly called the FedEx guy and I'm pretty sure the truck driver got reemed a new hole for being so slow. This is evidenced by the fact that the local FedEx manager delivered it herself in her own car, and she seemed not at all happy that her reigns were pulled by a "geeky mac guy."

I'm hoping Apple will help you out. They do a lot of business with DHL and it would be a shame for DHL to lose out on that business.
 

odedia

macrumors 65816
Original poster
Nov 24, 2005
1,047
157
I should be getting an official reply on this matter any day now, and I would appreciate some feedback from everyone.

If I got it right, they'd probably offer:

1. a refund on damages, or full refund in exchange for the package
2. a refund on the shipping costs (which were high due to them being international)
3. free shipping on my next order (as if I'll ever order from them again...)
4. a 20$ compensation per kg. The package was 20kg, so that brings it to about 400$ in compensation.

What do you think?

Oded S.
 
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