UPS/Apple fail

I bought my wife an iPad for Christmas.  She only just got it in time for the big day.

The bundle of joy (iPad) was bought on the Apple store.  Apple chose to use United Parcel Service (UPS) to deliver said good.

They tried on three consecutive weekdays, and their door-knocks went unanswered.  I was at work trying to earn enough to pay for the device.

I called them up at an extortionate rate and arranged a re-delivery on a day I knew I’d be home.  The lovely man from UPS turned up as promised.  He delivered package two of two—a SIM card.  He informed me that he was the driver that attempted the prior deliveries, and was fully aware of the other parcel, but told me that it wasn’t on his van.  Shit.

Once again, I called the 0870 number, again paying for the privilege of waiting for someone to answer the phone.  I asked for package one of two to be delivered to my work address the following Tuesday.

It wasn’t.

I called the 0870 number (hold, etc.) and was told that the reason it wasn’t delivered to my work address was that to do so would have needed authorisation from Apple.  I had not given this authorisation.

So I asked for a delivery at home, on another day I knew I’d be home.  It didn’t show.  I called (yada-yada) and received an apology (backlog) and was promised a home delivery the following day (Christmas Eve).  When I looked online at 11pm that evening, I received confirmation that it had been delivered that morning.  To my work address.  Despite no such authorisation having been given to Apple.

So on Christmas Day, I spent £30 on taxi fares to and from work (open, fortunately) to collect the iPad.

The Apple user experience thus far has been dreadful.  I’m hoping that it will improve herein.


One Response to “UPS/Apple fail”

  1. Stefan on January 1st, 2011 14:32

    Interesting – and depressing – how often this is now the weak link in the chain. I think the fundamental problem is that you are not their customer – as I have reflected before – and that the companies which are their customers either don’t know or don’t care. I have experience of deliveries purporting to have been made within the time the service required, but which were in fact made hours or days later, presumably to allow the delivery company to claim contract performance which is not in fact being achieved.

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