Just thought I’d share my experience ordering the 2019 Mac Pro to vent my frustration and caution others who might find themselves in the same situation.
I ordered the Mac Pro on Jan. 2 after years of saving up to replace my 2013 model, which I use for video, DTP, and digital art. It was shipped via UPS 2nd day air with a scheduled delivery on Thursday.
It did not arrive as planned on Thursday so I called UPS at the end of the day to ask what happened. I was told they didn’t know why the package wasn’t loaded on a delivery vehicle and recommended I check again the next morning.
The next day, I tracked it at 9:00 am and noticed it was still not out for delivery. Not only that, but early in the morning, it inexplicably left Hub 1 and was scanned at Hub 3, which was quite far away from my local Hub 2, which usually handles our deliveries. Something seemed off. I was only 3 miles from Hub 2, so I went and asked about the package. They told me it wasn’t physically there though it should have been. Not only that, but the scans that indicate it was at Hub 2 are “virtual” scans indicating where it should have been, not where it is. They told me it was inexplicably at Hub 3 and that I should call Apple. In the meantime, the tracking info inaccurately indicated it was at Hub 2 and would be delivered that same day.
I called Apple and spoke with Specialist 1. She told me she would open a shipping investigation and that it would take 48 hours. Okay, no problem. When I arrived home, I found an e-mail from Apple saying, “Thank you for your request to hold package for pick up.” What? I didn’t request that.
I called Apple and spoke with Specialist 2. She told me Specialist 1 made a mistake and opened the wrong shipping inquiry. She said she would fix it and open the correct shipping investigation and that it would take 48 hours. Okay, no problem.
Within an hour, I received another e-mail from Apple saying, “We worked with your carrier and your package will be delivered as scheduled.” What? It was scheduled for the day before. What kind of e-mail was this? It didn’t seem like much of a shipping investigation, since I had more updated information from UPS.
I called Apple and spoke with Specialist 3. She apologized for the mess caused by Specialists 1 and 2, and pledged to get to the bottom of things, including sending out a replacement. Sadly, the phone disconnected as she was looking into things and she never bothered calling me back.
Frustrated by the lack of a clear answer, I called Apple and spoke with Specialist 4. She apologized again for everything and claimed she would send a coupon for a discount on an Apple product, but I told her I wasn’t calling for freebies. I just wanted information about the computer I already ordered. She said it was the least she could do and that I would receive it within 24 hours. It’s no big deal, but of course, I never received any coupon.
Eventually, she escalated me to Customer Service management. The manager I spoke to was quite smug and unhelpful. He condescendingly asked me why I went through all of the “extra efforts” of contacting UPS, asking questions like, “Did someone at Apple ask you to call UPS?” It was as though he didn’t want me to be proactive when such an expensive purchase didn’t show up on time and seemed lost according to UPS. I told him any shipping agreement involves a shipper and a receiver; it’s a 50/50 transaction and I have every right to be proactive to understand what happened. He was more condescending with each minute, down to explaining the definition of business days as he asked me to wait until Tuesday before calling anyone. The one concession he made was to get a replacement order ready just in case the package is found to be lost next week. Nonetheless, because of his demeanor, I didn’t feel respected or valued as a longtime Apple pro customer. Maybe I feel entitled because of my long relationship with Apple that spans more than 20 years and perhaps hundreds of thousands of dollars, but I suspect many Apple customers feel that way, especially if we stuck it out during the difficult times. Anyway, I agreed to wait the two business days, which was the original plan.
Sure enough, the tracking info was updated late yesterday with “We've requested a UPS Proactive Response® intercept for this package. / The receiver will pick up the package at a UPS facility.” Of course, I never requested such a step. I called UPS and asked who placed such a hold. They told me it was the shipper, Apple. It was the fruit of Specialist 1’s mistake! So, now, if the package is somehow discovered in the next few days, it seems I have to go to Hub 2 and pick it up myself.
The whole process has been miserable, especially after waiting and saving for 5 years. I am wavering between keeping it and just returning it and building my own PC.
I ordered the Mac Pro on Jan. 2 after years of saving up to replace my 2013 model, which I use for video, DTP, and digital art. It was shipped via UPS 2nd day air with a scheduled delivery on Thursday.
It did not arrive as planned on Thursday so I called UPS at the end of the day to ask what happened. I was told they didn’t know why the package wasn’t loaded on a delivery vehicle and recommended I check again the next morning.
The next day, I tracked it at 9:00 am and noticed it was still not out for delivery. Not only that, but early in the morning, it inexplicably left Hub 1 and was scanned at Hub 3, which was quite far away from my local Hub 2, which usually handles our deliveries. Something seemed off. I was only 3 miles from Hub 2, so I went and asked about the package. They told me it wasn’t physically there though it should have been. Not only that, but the scans that indicate it was at Hub 2 are “virtual” scans indicating where it should have been, not where it is. They told me it was inexplicably at Hub 3 and that I should call Apple. In the meantime, the tracking info inaccurately indicated it was at Hub 2 and would be delivered that same day.
I called Apple and spoke with Specialist 1. She told me she would open a shipping investigation and that it would take 48 hours. Okay, no problem. When I arrived home, I found an e-mail from Apple saying, “Thank you for your request to hold package for pick up.” What? I didn’t request that.
I called Apple and spoke with Specialist 2. She told me Specialist 1 made a mistake and opened the wrong shipping inquiry. She said she would fix it and open the correct shipping investigation and that it would take 48 hours. Okay, no problem.
Within an hour, I received another e-mail from Apple saying, “We worked with your carrier and your package will be delivered as scheduled.” What? It was scheduled for the day before. What kind of e-mail was this? It didn’t seem like much of a shipping investigation, since I had more updated information from UPS.
I called Apple and spoke with Specialist 3. She apologized for the mess caused by Specialists 1 and 2, and pledged to get to the bottom of things, including sending out a replacement. Sadly, the phone disconnected as she was looking into things and she never bothered calling me back.
Frustrated by the lack of a clear answer, I called Apple and spoke with Specialist 4. She apologized again for everything and claimed she would send a coupon for a discount on an Apple product, but I told her I wasn’t calling for freebies. I just wanted information about the computer I already ordered. She said it was the least she could do and that I would receive it within 24 hours. It’s no big deal, but of course, I never received any coupon.
Eventually, she escalated me to Customer Service management. The manager I spoke to was quite smug and unhelpful. He condescendingly asked me why I went through all of the “extra efforts” of contacting UPS, asking questions like, “Did someone at Apple ask you to call UPS?” It was as though he didn’t want me to be proactive when such an expensive purchase didn’t show up on time and seemed lost according to UPS. I told him any shipping agreement involves a shipper and a receiver; it’s a 50/50 transaction and I have every right to be proactive to understand what happened. He was more condescending with each minute, down to explaining the definition of business days as he asked me to wait until Tuesday before calling anyone. The one concession he made was to get a replacement order ready just in case the package is found to be lost next week. Nonetheless, because of his demeanor, I didn’t feel respected or valued as a longtime Apple pro customer. Maybe I feel entitled because of my long relationship with Apple that spans more than 20 years and perhaps hundreds of thousands of dollars, but I suspect many Apple customers feel that way, especially if we stuck it out during the difficult times. Anyway, I agreed to wait the two business days, which was the original plan.
Sure enough, the tracking info was updated late yesterday with “We've requested a UPS Proactive Response® intercept for this package. / The receiver will pick up the package at a UPS facility.” Of course, I never requested such a step. I called UPS and asked who placed such a hold. They told me it was the shipper, Apple. It was the fruit of Specialist 1’s mistake! So, now, if the package is somehow discovered in the next few days, it seems I have to go to Hub 2 and pick it up myself.
The whole process has been miserable, especially after waiting and saving for 5 years. I am wavering between keeping it and just returning it and building my own PC.
