6/24 Has anyone else had experience with FedEx's relatively new "Ground"
service? I ordered a brand new dual G5 from Apple which just vanished
into thin air after leaving a Sacramento facility the evening before
it was supposed to arrive. So far FedEx Ground seems to have no idea
what happened to it, and all they do when I call customer service is
tell me they are putting a "tracer" on it and that they will "call
back" (which never actually happens). Anyone have a clue what my
recourse is here? Basically I'm out $2400 and my computer has vanished
into thin air. I've heard that FedEx Ground's claim process takes
4-6 *weeks*. --lye
\_ Bug fedex every single day. Document each time/day and response
you get. Printout and also save all
screenshots/webpages of apple and fedex pages.
Contact/inform both fedex and apple. If no results in
reasonable time, also consider cancelling charges on
your credit card after consulting/informing apple.
Fuck that 4-6 weeks, give them 4-6 days.
\_ Call your credit card company (I assume you used a credit card) NOW
and reject the charge. The consumer is always right.
\_ In this situation, you're not FedEx's customer -- you're Apple's
customer. Apple is FedEx's customer; let Apple deal with FedEx.
You shouldn't be the one filing a claim with FedEx because you
didn't ship that package. Call Apple, tell them you didn't
receive your computer, point out that the company they contracted
with to deliver it to you seems to have misplaced it, and suggest
that Apple try it again (perhaps with a different shipper).
If Apple wants to delay shipping a replacement system while they
wait for FedEx's investigation, then insist that they refund your
money until either the original system is found or a new one is
shipped to replace the lost shipment.
\_ I shipped something for my mom via fedex ground last week and
it arrived w/o any problems. Given you situation, I agree w/
the other suggestions. BTW, any reason you picked ground shipping
for a g5 vs the other shipping options (apple has given me free
non-ground shipping on all my orders, including for my g5)?
\_ Apple did not say it was shipping ground. The "free shipping"
option simply said "FedEx," as far as I can recall. The other
choice was "expedited," but since I was adding memory and a hard
drive along with other things (thus delaying the ship time), that
seemed unnecessary. Since today is Monday, I'm trying to get the
ball rolling on the above suggestions. I will let you all know
how it goes. --lye
\_ It gets worse. Apparently since this computer was purchased
through the employee purchase program (long story), the Apple
store customer service people won't even talk to me.
Meanwhile, FedEx has absolutely no clue where the package went,
although they have a "trace agent" in Pittsburgh "looking into"
it. According to him, if the package was put on the wrong
truck it could literally be on its way to anywhere. Fuck
FedEx Ground - they have permanently lost my business.
Meanwhile, any idea what I should do with Apple? Oddly enough
I *was* able to deal with an EPP support guy on Friday, but
now that route is apparently closed to me. --lye
\_ Keep on Fedex, call your CC company to cancel, and call
Apple again but start from scratch since you hit a dead
end. Don't tell them it was EPP unless there's a specific
EPP complaint group you can talk to. I understand why
you're upset with Fedex, IMO you should be just as upset
with Apple and crawl all over them. They're the ones who
have your money but didn't deliver your product. Fedex is
just some middleman and not as important IMO.
\_ Well, I started from scratch with Apple and yelled a
lot, which seemed to get me further. They have now
opened their own investigation into the matter, and
say that they should be contacting me within 3 days.
As soon as they consider the shipment lost, they will
overnight me a replacement. We shall see where things
go for now. In the meantime, I would urge anyone
shipping via ground to avoid FedEx ground. Their
overnight service seems outstanding, but apparently the
ground service was originally a company called "RPS"
that FedEx bought and rebranded. I've looked around
and talked to people about them and have heard many
horror stories like this, all involving mysteriously
vanishing shipments.
\_ Similarly, "FedEx Kinko's" is Kinko's, not FedEx.
Today I got to hear a FedEx person rant about how
much time she spends tracking down the packages
that Kinko's loses. |