I interrupt my series of posts featuring pictures from our adventures to tell you a tale of woe and provide a cautionary warning if you deal with either of these companies. I can honestly say I have never been as frustrated as I have with my dealings with Apple and UPS. If I wasn't already so deeply entrenched in the Apple ecosystem I would trash my Apple products and never deal with them again.
On June 8 I ordered a new MacBook Pro as my existing IMac and MacBook Air were getting close to 10 years old and were slow and getting slower with each new software release. I maxed out most of the features on the new machine hoping to future proof it for 8-10 years. Then I added Apple Care. So you know this was not a purchase paid for out of petty cash. I received confirmation from Apple and was told it would be shipped in 3-5 business days and would be delivered to me June 22-24. All is good.
On June 11 I received an email from Apple confirming that my order had been shipped with an expected delivery date of June 23. I was provided with a tracking number for UPS. At the bottom of the email was a section headed Questions. And I quote.
"What if I will not be able to receive my shipment?
Answer: Most of our shipments have valuable items, so our carriers are required to obtain a signature upon delivery. However, orders delivered by Canada Post do not require a signature. Please note that the carrier makes two delivery attempts before returning your package to Apple."
Please note it does not say they are required to get a signature most of the time, or when they feel like it, when it is convenient or on days not ending in a y. No exceptions, a signature is required.
On June 11 I receive an email from Apple Support providing me with the serial number of my computer and confirmation that the time clock has started for my Apple Care. Keep in mind I have not received my computer yet but my extended warranty period is starting to wind down.
I start following my computers progress on the UPS tracking website. It leaves China, gets to Japan, Alaska, Kentucky, Oregon, Vancouver and then hits Winnipeg. Apple had advised me that the computer would arrive on June 23 however UPS tracking indicates it would be delivered on June 19. We aren't going to be home on the 19th so I try the UPS online process to change my delivery date to the 23rd. After setting up an account with UPS and following their process I am told that that service is not available in my area. So I phone the 1-800 line. Finally get to talk to someone who, after I make my request to delay delivery, she puts me on hold, comes back and says my computer will be delivered on the 23rd. Great.
June 18 I check the UPS tracking website and see that the package was delivered at 1:46PM, a day earlier than their website had indicated and 5 days earlier than what I had been told the previous day. The notice from their driver says that it was left on our front door. SHIT. I phone my neighbour at 3:29PM who runs next door, checks my front door, looks around the house and no package.
I will not bore you with blow by blow discussions, suffice it to say that I have sent emails and made numerous calls, been on hold for hours, transferred to different departments only to be told too bad, so sad, we empathize but nothing we can do. UPS will listen to me but won't do anything cause I'm not their customer. Apple is their customer and I should phone them. I phone Apple and they say they will open an investigation, will take 3-5 days but then the next day I get an email saying investigation was completed by the carrier and nothing further will be done by Apple. I mention this to UPS and they say there is no record of an investigation being initiated. I mention to both Apple and UPS that Apple's email says that the package must be signed for and it wasn't and they don't even acknowledge that. They just restate that the investigation is done and nothing further can be done. I have reported all this to the Police however there is not much they can do.
So what now. I await a call from an Apple supervisor however have already been told that they will repeat the same scripted response that I have already heard. I am awaiting a call back from a UPS supervisor however hell could freeze over first. I have talked to my credit card company and they are going to reverse the charges and chargeback Apple however if Apple disputes the chargeback it could be reversed back to my account and I will be responsible for interest charges. I have filed an insurance claim through my Visa as I have something called Purchase Security Insurance which on the surface seems like I will get my money back but you know insurance companies. They aren't in business to pay out claims. My last course of action will be to check with my house insurance to see if I'm covered but there will be a deductible and I will lose my claims free status and my premiums will go up.
Hate to be a dark cloud on your day, the thunder you hear is me banging my head against the wall, but consider it a warning when dealing with multi-billion dollar companies. They don't give 2 cents about you once they have your money.
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