Here's another one for the collection:
Ordered Macbook on the 3rd of June. Realised pretty quickly that I'd accidentally neglected to mention that the billing and shipping addresses were different. Called them up, they told me that they couldn't (be arsed to) do anything because the order had been processed, and that I should call them when I get my shipment email. Got that on the 10th but missed it that day, following day was a Sunday so called them on Monday the 12th, they said they'd sort it out. Fine.
TNT then attempted to deliver the thing on the 14th to the old address, and failed. Goes back to depot. Call TNT to make sure they've got the new address. They haven't. Email apple who tell me that they'll deliever to the new address the following day (15th). Nothing. Call TNT on Friday 16th, they tell me it'll definitely arrive on Monday. Feeling slightly irritated, but grudgingly accept.
Monday 19th, nothing turns up. Notice that evening that there's a voicemail message on my phone. What TNT do in these situations apparently is to call the customer before sending the goods out, and if the customer isn't waiting by the phone, they don't send the goods. No one told me to expect a phone call. Call them the next day (tues 20th) to rearrange delivery for Wed 21st in the morning. Nothing happens. Call them, they say they tried to call me again that day (untrue, or at least no message this time), but that I should get it the next day.
Call them again on Thursday after nothing turns up. No one seems to know where the package is. Speak to a different person each time, get passed around, wait on hold for ages, eventually told to wait for a phonecall from customer service. No call. Call Apple, they say they'll "put in a request" to TNT, but I'm unlikely to get my computer till Monday 26th, but they'd call me the next day (today) and let me know what's happening. Totally unapologetic, and so far, at 2.30pm, no call. If I get the thing on Monday, it'll be with a sense of weary relief, rather than the giddy excitement I was feeling a week before.
To recap:
3 Jun - Ordered
10 Jun - Shipped from Suzhou
13 Jun - Arrived in UK
26 Jun - Delivered?
So, two questions:
1. Who would people recommend I complain to? Apple presumably, or maybe them and TNT. Can anyone suggest a good email address, someone as high up as possible ideally.
2. Is this eating into my warranty and my 90 days of free tech support?
Thanks for reading, and, yes, TNT are spectacularly, monumentally useless and Apple don't seem particularly bothered about it.
