Glad to hear your story had such a happy ending! Thanks for the update.
This is a discussion on Poor Apple Customer service within the iPad 2 Forum forums, part of the Apple iPad Discussions category; Glad to hear your story had such a happy ending! Thanks for the update....
Glad to hear your story had such a happy ending! Thanks for the update.
I waited for so long....and then felt the need to join the iPad craze. Unfortunately, my first experience with Apple support has been beyond disappointing. Here's my story, as I posted to their website...will wait to see whether I get a response.
My first venture into the world of "i" was the purchase of an iPad that I ordered the beginning of May. Original date of delivery was May 13; however, my wife and I were leaving for vacation on May 12 and really wanted to have the iPad with us while traveling. My story begins there:
May 9 - called Apple to see if delivery could be expedited to arrive at original address and was informed shipping could not be further expedited but that I could re-route the package to my vacation destination. The support rep on this call mentioned that the product needed to hit Fed-Ex's tracking system before any such changes could be made and indicated that a support rep could make such a change if I called back once I saw it in Fed-Ex's tracking system.
May 10 - called back to re-route package and was told that Apple could not, in fact, re-route the order for me (inconsistency #1). I need to process the request on apple.com/go/shipment. And that I could not do this for another 24 hours (order needed to be in the system for some period of time first - inconsistency #2).
May 11 - successfully re-routed order to vacation desintation. Subsquently checked tracking status on Fed Ex, noting expected delivery date of May 17.
May 16 - checked tracking status on Fed-Ex and saw no movement since May 11. Called Apple; support rep indicated package was still on track to be delivered to Hawaii by May 17 (note: Apple rep did not appear to note a problem with the re-routing order - problem #3; nor did Apple proactively alert me that there was a problem with the re-routing order anytime bewteen May 11 and May 16 - problem #4)
May 17 - checked with hotel front desk - no package deliveries for me. Checked status with Fed-Ex who provided the first indication that the re-routing order was processed incorrectly. Fed Ex indicated that I needed to resolve through Apple. At this point, it was after Apple support hours.
May 18 - spoke with Apple support rep - rep verified the problem with the re-routing order. Rep was very helpful and indicated that the best solution at this point was to re-route again back to the original delivery address. The rep indicated that he would like to discuss the situation directly with Fed Ex and that he didn't want to keep me on hold. Could he call me back in approx. 10 minutes? I said yes and thanked him for his assistance. What appeared to be the first breakthrough in resolving this issue became problem #5 - I didn't get a call back.
May 24 - didn't hear back from Apple since May 18 (and elected not to spend anymore vacation time chasing this) so called again. Discussed my conversation with Apple support from May 18, but was told there was no record of this call in Apple's system (problem #6). I asked if the rep could call Fed Ex to try to re-route the package but was told Apple support reps are not permitted to contact Fed via phone (inconsistent with what I was told on the 18th - problem #7). The rep offered to process the re-routing order via apple.com/go.shipment on my behalf, but could/would not confirm successful processing (at this point, good customer service dictates that some hand-holding is warranted....but not here - problem #8). I apparently need to track the shipment again in the next 24-48 hours to verify that the new re-routing order was processed successfully.
May 26 - No movement in Fed Ex tracking status. Called Fed Ex who indicated that the shipment is lost and that Apple needs to submit a claim. Called Apple once again. Problem #9 - I needed to tell Apple the shipment was lost. The process for investigating the lost shipment was explained - would take approximately 48 - 72 hours to complete the investigation and determine proper course of action. I asked the rep if a note can be placed in my file to call me in 72 hours to provide me with an update (irrespective of status). I was told that I would need to specifically request that from a manager (problem #10 - Apple not only doesn't recognize a poor service experience and unhappy customer; they do not empower their teams to proactively address customer concerns).
So I've chosen to share my feedback via this forum to start. My hope is that Apple will choose to call me to 1) discuss the poor service experience and 2) proactively take steps to complete my order/shipment in an expedited manner.
I appreciate your consideration in this matter.
This is a private forum and sorry we are not associated with Apple. It is unfortunate about your problem however fed ex may be to blame. If the address on line was correct
I suggest making another call to Apple and customer service fed ex we did have a direct contact with fed ex in this forum. I am on my iPhone so please search threads fed ex for 2010 that may help
It's unfortunate that things didn't go as well as you would have liked. However I guess I would ask if any company could have met your expectations...Dell, Asus, Toshiba, Sears, Amazon...anyone? No company is perfect but based on your in-depth coverage Apple appears to have done their level best to meet your needs.Originally Posted by newton23
Apple's customer service is legendary with thousands of stories about how they've gone far beyond the call duty (I have my own). Again, they aren't perfect and it's unfortunate that they (and/or FedEx) missed the mark in this case. However I think one needs to have realistic expectations.
Apple will not, and never have, respond to customer complaints on a public forum - you'd have better luck writing to them directly with your concerns. This isn't Apple customer support, so apart from sympathy there's not much we can do. Given that Apple are shipping tens if not hundreds of thousands of orders at any given time, it is inevitable that some of them, especially those requiring special arrangements on a certain timeframe, may be lost or misdelivered.
So sorry to be reading this, and trust me I do feel your pain. That wait for the ipad is torture. Unfortunately trying to have something like the ipad arrive before leaving on vacation, and then trying to change where it is being delivered--when it starts out in China--is maybe asking to get lost.
You haven't got the ipad in your hands yet to play with it and experience it. And I went through that agony. And Customer Service was wonderful and I was plenty upset.
And Customer Service/Tech Support and I have spent about 8 hours resolving some issues these last 4 days. They have been patient, supportive, professional, and outstanding in their knowledge and support.
My recommendation is to let them order you new ipads and get them delivered. Ask them to comp you covers, keyboards, whatever it will take to make you happy. If you walk away it won't resolve anything and you will be missing out, really. (And don't ask me what I think of Samsung telephones.....or Sprint.)
It's unfortunate that this has happened to you, but like another poster stated, it probably wasn't a good idea to order prior to vacation time or have it rerouted. The only remedy I see in this scenario is that your original order will be considered lost and cancelled and you will eventually receive a refund or replacement order.
Sent from my iPad 1 using iPF
When I let go of who I am, I become what I might be. --Lao Tzu