MP 7,1 Mac Pro Lost in Transit! Terrible Apple Customer Service

[Theophilos]

My Mac Pro was delivered via FedEx Ground. It shipped on a Monday for delivery on Friday. I watched the delivery notifications all week and took the day off on Friday so that I could sign for it. (It said "signature required" on the FedEx shipping page.) Friday came and the shipping status changed to delivery between 4 pm and 7 pm, or some such. I waited anxiously by the door. At 6:30 pm my daughter was out for a run and texted me that the FedEx Ground truck was in our neighborhood.

At 6:45 pm the delivery status suddenly changed to "next business day, no delivery attempt made." I called FedEx and the person explained that FedEx Ground drivers are contract employees and if they suddenly decide that they don't want to deliver any more packages that day then they just stop and there's nothing that can be done. I offered to pick it up from the FedEx Ground depot on Saturday but they informed me that the FedEx Ground facility is closed on the weekend. I complained and explained that I had taken a day off to sign for it and that nobody would be availble on Monday to sign for it and blah blah blah. The person was apologetic but could do nothing. (Have you noticed that customer service people always "understand" and they're always "sorry," but there's nothing they can do?)

I hung up expecting that the Mac wouldn't be delivered until Monday and started pondering how I would have someone around to sign for it. I guess I complained loudly enough, though, because even while the status still said "Monday" delivery when I woke up Saturday morning, they had transferred the package to a "real" FedEx truck and delivered it by noon Saturday.

Glad things worked out for you!
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By way of update, I called Apple this morning after seeing absolutely no movement on the package since Wednesday/Thursday. The representative was much nicer than the guy I spoke with on Friday. I explained to her that it was time to order a replacement and she went ahead and did so. Now, I have to wait for Apple to build another machine and send it out via overnight mail.

 

[bxs]

Well, it's Monday morning where I am and there still hasn't been any progress or updates on the UPS tracking. The last scan was from the twilight between January 9-10. Encouraged by your advice, I plan to call Apple again this morning and request they either send out a replacement or refund my order.

This is a terrible story to read about.
My advice is that when it all has ended you should recall all that you can and record it in chronological order and send it the the Apple Customer Service Dept for their attention. They need to know what happened, and how it was or wasn't resolved, and as a stark lesson for them to never ever let it happen again.

 

[AidenShaw]

My advice is that when it all has ended you should recall all that you can and record it in chronological order and send it the the Apple Customer Service Dept for their attention.

And start the message by thanking them for resolving the issue.

 

[Stanly.ok]

And start the message by thanking them for resolving the issue.

I will never understand this attitude towards corporations. Resolution is part of the issue that never was in @Theophilos interest. Why thank?

 

[EdwardC]

Quite the mess. Look forward to hearing about your new “Pro” when it finally arrives.

 

[Theophilos]

This is a terrible story to read about.
My advice is that when it all has ended you should recall all that you can and record it in chronological order and send it the the Apple Customer Service Dept for their attention. They need to know what happened, and how it was or wasn't resolved, and as a stark lesson for them to never ever let it happen again.

That’s a good suggestion. I would thank Apple’s customer support staff (the nice one, Dawn, not the condescending one, Sam) for working with me in the end, because I want to treat everyone with the respect I hope to receive, but honestly, the whole thing has been a disappointment that’s made me waver on whether I want this machine or whether it’s “meant to be” as some would say. I feel this way especially today after watching Max Yuryev’s latest video in which he speaks about how most software currently doesn’t take advantage of the machine’s hardware and how it is overkill for most people. I keep reminding myself that I’m paying for the only real expandable Mac desktop that can last hopefully a decade.

It’s also discouraging to save up and wait for five years, then wait a year from Apple’s preliminary announcement, then wait from June to December to actually see them ship, then wait a week for the first one to actually ship, then wait needlessly for 5 days to deal with this shipping error, and now to finally be back to “Processing” status with another 2 week wait to build and ship the replacement unit. It really does make me feel like canceling the whole order, returning the RAM I bought, and doing what I perhaps should have done years ago: switch to PCs for primary work and keep a cheap Mac for writing and browsing.

 

[OkiRun]

My 7.1 is slated for arrival this Friday. The XDR 3 weeks later.
Fingers crossed that all goes well!

 

[AidenShaw]

I will never understand this attitude towards corporations. Resolution is part of the issue that never was in @Theophilos interest. Why thank?

Because a corporation is not reading your message - a customer service rep is reading it.

You could start your message with "Thank you for finally resolving this..." or "You bloody idiots...". Which one do you think will be more effective?

 

[OkiRun]

That’s a good suggestion. I would thank Apple’s customer support staff (the nice one, Dawn, not the condescending one, Sam) for working with me in the end, because I want to treat everyone with the respect I hope to receive, but honestly, the whole thing has been a disappointment that’s made me waver on whether I want this machine or whether it’s “meant to be” as some would say. I feel this way especially today after watching Max Yuryev’s latest video in which he speaks about how most software currently doesn’t take advantage of the machine’s hardware and how it is overkill for most people. I keep reminding myself that I’m paying for the only real expandable Mac desktop that can last hopefully a decade.

It’s also discouraging to save up and wait for five years, then wait a year from Apple’s preliminary announcement, then wait from June to December to actually see them ship, then wait a week for the first one to actually ship, then wait needlessly for 5 days to deal with this shipping error, and now to finally be back to “Processing” status with another 2 week wait to build and ship the replacement unit. It really does make me feel like canceling the whole order, returning the RAM I bought, and doing what I perhaps should have done years ago: switch to PCs for primary work and keep a cheap Mac for writing and browsing.

“Nothing in the world is worth having or worth doing unless it means effort, pain, difficulty..." Roosevelt

 

[Theophilos]

My 7.1 is slated for arrival this Friday. The XDR 3 weeks later.
Fingers crossed that all goes well!

Hope all goes well!

 

[OkiRun]

Hope all goes well!

I just received a text message from DHL. Hmmmm

 

[MIKX]

Theophilos

I have empathy for you.

Of course next will come the Porch Pirates . .. . . .😇

Seriously, Good Luck with the delivery, reminds me of when my first cMP ( 2.1 dual quad ) got lost in delivery here in Japan. Huge let down but in Japan the seller either gives a present or some cash back or vouchers as self-punishment. i got two extra RAM modules after some counter banging..

 

[Stanly.ok]

customer service rep is reading it

Rep = representative of the corporation. It's a job, not lifestyle, art, choice or any expression of personal matters.

"Thank you for finally resolving this..." or "You bloody idiots...". Which one do you think will be more effective?

Why use any of these? Simply submit your experience in a polite way and be done with it. Polite doesn't mean being thankful for the bad experience.

Fun fact: if you swear while being on hold your call will be pushed to the front of the line, so sometimes expressing your frustration is encouraged by the corporations. Which makes sense since they caused it and emotions is a way of letting them know.

Want to Get Through to a Human on Apple's Support Line? Drop an F-bomb

Automated telephone systems â donât you just love them? Like many other major technology companies, Apple employs an automated system to ask questions, identify issues and put callers through to the right person â who might be able to help.

thenextweb.com

 

[OkiRun]

The XDR stand just shipped. No word on the XDR.

 

[Theophilos]

By way of update, the lost package popped up yesterday in Portland, OR of all places! It was supposed to go from Dallas, TX to Hub 2 in CA, but instead it went from Dallas to Hub 1, then to Hub 3 for four days, then inexplicably to Portland, and now finally back to Hub 2. Apple has already reclaimed the package so it’s going back to them, which I think was the right choice, because I have no idea what this package has been through in all of this. Even the Apple representative told me it might be better to stick with the replacement even if the first package showed up. I’m really surprised at how an established logistics company like UPS could mess up this delivery so badly.

 

[defjam]

By way of update, the lost package popped up yesterday in Portland, OR of all places! It was supposed to go from Dallas, TX to Hub 2 in CA, but instead it went from Dallas to Hub 1, then to Hub 3 for four days, then inexplicably to Portland, and now finally back to Hub 2. Apple has already reclaimed the package so it’s going back to them, which I think was the right choice, because I have no idea what this package has been through in all of this. Even the Apple representative told me it might be better to stick with the replacement even if the first package showed up. I’m really surprised at how an established logistics company like UPS could mess up this delivery so badly.

UPS handles millions of packages a year so inevitably mistakes are bound to happen. Especially when the order was near a time of their busiest time of the year. I wouldn't let this be a reflection of the company overall.

 

[MacPoulet]

I’m really surprised at how an established logistics company like UPS could mess up this delivery so badly.

A friend of mine owns a camera store. The horror stories I hear about FedEx screw ups send shivers down my spine.

 

[skizzo]

I feel for you. I had an much more minior issue receiving a $500 CPU recently. Cannot imagine the anxiety for a system that is much more costly. I paid FedEX an extra minuscule fee, like $2.50 or $5 tops, to have it delivered for an "Evening delivery" meaning they will attempt delivery between the hours of I think 5pm - 8pm due to I needed to sign for it. I noticed the tracking page stated at around 3pm the day of delivery that "delivery attempted - cannot be made" or something like that. It didn't make sense given there should be no delivery attempt until the time period I specifically paid them to do. I made a stink to the general customer service rep that answered for FedEX that their lackluster response....honestly don't remember what that response was but it was generic and disingenuous at best. I made a stink bad enough about how it didn't answer my question as to why a driver would attempt delivery outside of the hours I specifically paid for. They finally realized I wasn't going to accept their answer and they had no way to answer it honestly....put on hold....then transferred to the regional FedEX manager or similar position. This guy knew what was up and even said when he was driving in the past he knows my area. He said the driver couldn't find my home (LMAO really? They delivered here many times in the past....I have a clearly labeled mailbox with numbers on both sides, pretty basic stuff. still baffeled by that, its not like I'm hidden in a cave for pete sake!)....but again, didn't make sense the driver even attempted delivery because I paid for a specific time for delivery. He was appolgetic and said the driver would return at the proper time window. I kinda gathered that it was someone new driving for my area since I didn't recognize them either. So I got my CPU but I was certainly worried in the meantime it was at the least going to end up a logistical mess to get it, or would be delayed several days. I really hope your situation is resolved sooner rather than later!

 

[basehead617]

Not that apropos to the point of the thread but regarding the comment about the size - I was actually surprised it wasn't heavier. I had no issues taking it out of my car and bringing it inside (I picked it up at UPS). I'm not a gym rat either 😆

 

[curmudgeonette]

By way of update, the lost package popped up yesterday in Portland, OR of all places! It was supposed to go from Dallas, TX to Hub 2 in CA, but instead it went from Dallas to Hub 1, then to Hub 3 for four days, then inexplicably to Portland, and now finally back to Hub 2. Apple has already reclaimed the package so it’s going back to them, which I think was the right choice, because I have no idea what this package has been through in all of this. Even the Apple representative told me it might be better to stick with the replacement even if the first package showed up. I’m really surprised at how an established logistics company like UPS could mess up this delivery so badly.

Simple: The truck going from Dallas to Hub 2 was probably full. So they put it on a truck going elsewhere. The package is likely safer (less likely to be stolen) when on a truck than sitting in a sorting facility for a day. Also, the sorting facility may be rated on what percentage of packages they manage to send on their way

 

[OkiRun]

By way of update, the lost package popped up yesterday in Portland, OR of all places! It was supposed to go from Dallas, TX to Hub 2 in CA, but instead it went from Dallas to Hub 1, then to Hub 3 for four days, then inexplicably to Portland, and now finally back to Hub 2. Apple has already reclaimed the package so it’s going back to them, which I think was the right choice, because I have no idea what this package has been through in all of this. Even the Apple representative told me it might be better to stick with the replacement even if the first package showed up. I’m really surprised at how an established logistics company like UPS could mess up this delivery so badly.

My machine did not show up yesterday even though I received a phone message it would be delivered. The start of a new day... maybe today...

 

[Hasbro1]

I’m not even joking, last month when mine showed up they left it in front of my garage without a signature

 

[Theophilos]

Just a brief update for those interested. After Apple ordered the replacement on Monday, the order status has been stuck on "Preparing for Shipment" for the last two business days. Apple told me the replacement was going to be built in an expedited fashion and shipped via next day air, but we seem to be stuck again. We'll see what happens tomorrow.

 

[OkiRun]

Just a brief update for those interested. After Apple ordered the replacement on Monday, the order status has been stuck on "Preparing for Shipment" for the last two business days. Apple told me the replacement was going to be built in an expedited fashion and shipped via next day air, but we seem to be stuck again. We'll see what happens tomorrow.

My 7.1 arrived and Apple assures me that the XDR is only 4 to 5 weeks away

 

[serpico007]

I am hoping you get good news soon. UPS has been all over for me too with a recent package. Paid for next day and received it 5 days later. Currently working on getting a refund for the extra fee I paid.

Good luck with your shipment. Looking forward to some photos!