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MorphineNoir
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Rant: Apple and UPS

Thu Jan 07, 2021 12:46 pm

I ordered a new 27" iMac (stock) for my folks as a Christmas present on Dec. 4th
I received a UPS alert that it was supposed to be delivered on Dec. 19th
It was not delivered

I escalated with both UPS and Apple
It is now January 7, 2021 and I still do not have the iMac

I have spoken to Apple customer support many times in the past few weeks

Each time the representative assured me the investigation would be completed soon and they would ship out a new iMac

Yesterday, the representative told me I would have an answer by the end of the day - there was no communication from Apple by end of business yesterday so I reached out to customer service via chat today

They told me there were no updates and they are still investigating where the iMac is

I asked them to cancel the order and informed them I would just order a new iMac

The rep informed me that they could not cancel the order as it is still under investigation but that I could order a new computer and then return the original iMac once it was delivered

WTF - this was ordered back on Dec. 4th -- it is obiovus someone at UPS has a brand new iMac now and I am sitting here without the computer I ordered being told the investigation would be completed yesterday and now the rep tells me it is ongoing and there are no updates

Come on Apple!!!
• Logic Pro X 10.5.1
• OS X Catalina 10.15.6
• Mac Pro 2019
• 3.3 GHz 12-Core Intel Xeon W
• 96 GB 2933 MHz DDR4
• Apogee Element 24
 
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David Nahmani
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Re: Rant: Apple and UPS

Thu Jan 14, 2021 2:30 am

I'm very sorry to hear. Can't you call and ask to talk to a manager to escalate the issue? If push comes to shove, I suppose you could contact your credit card company and ask them to refuse to pay for this order, given that you never received it. Then if you receive the package from UPS, refuse it. Let Apple deal with their own mess?

This is not fun when this kind of things happen. :(
David Nahmani
• My Logic Pro X 10.5 book (Apple Pro Training Series)
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MorphineNoir
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Re: Rant: Apple and UPS

Thu Jan 14, 2021 6:38 am

David Nahmani wrote:
I'm very sorry to hear. Can't you call and ask to talk to a manager to escalate the issue? If push comes to shove, I suppose you could contact your credit card company and ask them to refuse to pay for this order, given that you never received it. Then if you receive the package from UPS, refuse it. Let Apple deal with their own mess?

This is not fun when this kind of things happen. :(


The rest of the sage:

Continuing saga:

Spoke with Apple last Friday - they assured me the issue had been "escalated" and that, if I did not hear from anyone by this morning (Monday) that the 'specialist' would make sure a new computer was sent out via expedited delivery

So, I waited until 12noon today before reaching out to Apple again

I initiated a chat on the Apple website and, after a few minutes, the 'specialist' informed me they did nt have the resources to assist me - despite my having used the chat feature to discuss this issue previously - and that I would have to call the support line

I called the support line and was informed the issue had NOT been escalated but that it now would be and I should have an answer within 24 hours

Then...

After waiting over 24 hours without word, I called Apple again

The rep stated that the other rep should not have told me it was a 24 hour turn around time and it is actually a 48 hour turn around time - so I told her that every time I call I get a different answer — she said management will DEFINITELY contact me within 48 hours - I interjected that it should now be 24 hours since I called yesterday — after a few moments of silence, she came back on the line and informed me that she was looking at the wrong date on her calendar — what a disaster!!!

Could it be over...

I finally received a phone call from the management team at Apple -- they apologized and, while I was on the phone, informed me that a new computer would be sent out and provided me with new order and tracking numbers

Is this finally resolved?
Last edited by MorphineNoir on Thu Jan 14, 2021 6:50 am, edited 1 time in total.
• Logic Pro X 10.5.1
• OS X Catalina 10.15.6
• Mac Pro 2019
• 3.3 GHz 12-Core Intel Xeon W
• 96 GB 2933 MHz DDR4
• Apogee Element 24
 
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David Nahmani
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Re: Rant: Apple and UPS

Thu Jan 14, 2021 6:43 am

Wow, what a nightmare. Good to hear it is (seemingly?) resolved. Hopefully this time they'll follow through
David Nahmani
• My Logic Pro X 10.5 book (Apple Pro Training Series)
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Logic Pro X 10.6.1
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MorphineNoir
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Re: Rant: Apple and UPS

Thu Jan 14, 2021 6:48 am

David Nahmani wrote:
Wow, what a nightmare. Good to hear it is (seemingly?) resolved. Hopefully this time they'll follow through



I am keeping my fingers crossed
• Logic Pro X 10.5.1
• OS X Catalina 10.15.6
• Mac Pro 2019
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robinloops
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Re: Rant: Apple and UPS

Fri Jan 29, 2021 2:06 pm

Any news on this? When I had a bad repair situation that had to be escalated to a supervisor they bent over backwards to accommodate me.

Long story short: they replaced a 2013 refurbished iMac with a brand new 2015 and included Logic Pro x for free, and a magic track pad also for free.

Try to get some free stuff for the trouble you went through. Also, always be the ‘disappointed’ customer that just doesn’t understand ‘how this can be happening with such a great company you’ve always is such a good experience with’ and never the ‘angry’ customer that is ‘fed up with this crap’. It is to do with the psychology of churn (customers that abandon a company and go to another) and the fact that angry customers are more likely to ‘churn out’ at some point. So they tend to put their efforts with the ‘disappointed’ customer that usually won’t churn out if they can do something to satisfy them (the disappointed customer).

Good luck.
LPX 10.4.5; OS 10.14.5; iMac I5/2.9GHz, 16 GB RAM; SSD; Saffire Pro24: Scarlett 2i2; AxiomPro61
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MorphineNoir
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Re: Rant: Apple and UPS

Fri Jan 29, 2021 7:44 pm

robinloops wrote:
Any news on this? When I had a bad repair situation that had to be escalated to a supervisor they bent over backwards to accommodate me.

Long story short: they replaced a 2013 refurbished iMac with a brand new 2015 and included Logic Pro x for free, and a magic track pad also for free.

Try to get some free stuff for the trouble you went through. Also, always be the ‘disappointed’ customer that just doesn’t understand ‘how this can be happening with such a great company you’ve always is such a good experience with’ and never the ‘angry’ customer that is ‘fed up with this crap’. It is to do with the psychology of churn (customers that abandon a company and go to another) and the fact that angry customers are more likely to ‘churn out’ at some point. So they tend to put their efforts with the ‘disappointed’ customer that usually won’t churn out if they can do something to satisfy them (the disappointed customer).

Good luck.



A few days after my last post, I received a phone call from the management team at Apple -- they apologized and, while I was on the phone, informed me that a new computer would be sent out and provided me with new order and tracking numbers

The computer arrived about 5 days later and is now in daily use by my parents - they are happy
• Logic Pro X 10.5.1
• OS X Catalina 10.15.6
• Mac Pro 2019
• 3.3 GHz 12-Core Intel Xeon W
• 96 GB 2933 MHz DDR4
• Apogee Element 24
 
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David Nahmani
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Re: Rant: Apple and UPS

Fri Jan 29, 2021 11:26 pm

Wow... finally! Good to hear! :D
David Nahmani
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ValliSoftware
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Re: Rant: Apple and UPS

Fri Jan 29, 2021 11:35 pm

I'm glad things worked out, I had a better experience in that my MacMini M1 arrived and I was able to track it too.
I wasn't worried about UPS issues, I was worried that the day it said it was going to arrive, I wasn't going to be home.
I worried more about someone driving by looking for packages and just taking it.

I should have updated my UPS package to require a signature.
Food for thought for others ordering a Mac. :mrgreen:
MacBook Pro 10.8.5 2.2 GHz Intel Core 2 Duo 6GB Ram - Logic Pro X (10.2)
MacMini 10.13.6 2GHz Intel Core i7 16GB Ram - GarageBand 10.4.5 Logic Pro X (10.4.8)
iPad Mini iOS 12 - iOS GarageBand 2.0.1
Qosimo X70-A 10.13.6 Intel® Core™ i7-4700MQ Processor 32GB DDR3L 1600MHz memory, 2-500GB 7200rpm hard drives - Logic Pro X (10.4.8)
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robinloops
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Re: Rant: Apple and UPS

Sat Jan 30, 2021 9:31 am

Also possible to arrange to pick up a package at the ups center.
LPX 10.4.5; OS 10.14.5; iMac I5/2.9GHz, 16 GB RAM; SSD; Saffire Pro24: Scarlett 2i2; AxiomPro61
Misc: iControl; Denon MC600
 
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MorphineNoir
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Joined: Thu Mar 28, 2019 4:46 pm

Re: Rant: Apple and UPS

Sat Jan 30, 2021 10:00 am

This was the first time I've ever had an issue with a shipment from Apple
I assume it was UPS's fault but they never responded to my emails and I could not get a live person on the phone - I was stuck in a "Press 1...Press 2...Press........" loop on their 1-800 number -- even when I pressed whatever number it was to connect to a customer service agent, it would loop back to the initial menu of options
Apple. while being very slow, actually assisted me in resolving the issue

I am hopeful I do not get stuck in this no-man's land again
• Logic Pro X 10.5.1
• OS X Catalina 10.15.6
• Mac Pro 2019
• 3.3 GHz 12-Core Intel Xeon W
• 96 GB 2933 MHz DDR4
• Apogee Element 24