iCG
Level 1 (0 points)

Q: How do I get my online store purchase, before Christmas?

I purchased a Macbook Air on 10th December on the Online Store (UK).  I was promised that it would be with me by the next day.  It's now 18/12 and no delivery yet.  Apple are using a company called Syncreon who have probably the worst customer interface on the planet. Despite numerous calls to Apple (I'm on hold again as I type), there has been no progress.  Lots of apologies and 'I understand' but no progress.

 

I have spoken to lots of Apple reps, been referred to managers who have 'escalated' my case to a different delivery types, and I have also registered a complaint with Apple and Syncreon........ No progress. Syncreon place it on their delivery van every morning and every day it heads back to base with my package on it.

 

As I type I'm on the phone to Apple 48 minutes and counting.......................

 

Any advice? Am I the only one?

Posted on Dec 18, 2014 10:12 AM

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iCG

Q: How do I get my online store purchase, before Christmas?

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  • by ChrisJ4203,

    ChrisJ4203 ChrisJ4203 Dec 18, 2014 10:17 AM in response to iCG
    Level 9 (57,380 points)
    iPhone
    Dec 18, 2014 10:17 AM in response to iCG

    Have you contacted this delivery company and inquired why they have not delivered if they have the package?

  • by iCG,

    iCG iCG Dec 18, 2014 10:41 AM in response to ChrisJ4203
    Level 1 (0 points)
    Dec 18, 2014 10:41 AM in response to ChrisJ4203

    Sorry I was out taking my daughter to her volunteering. I had to hang up on Apple as the call got to 53mins and I had been listening to lots of music whilst the helper spoke to his manager (again(.

     

    I did speak to the delivery company and was told today that their driver estimated getting to me between 3:15-4:15pm.  So once again I stayed in.  I fear their driver has too many deliveries to make but has a time limit she/he works to.  Its just my luck I'm probably the one furthest away from the depot (35miles).  Of course at this time of year getting through to a call centre adds to the problem.  Infact, when I called their number just now I was cut off 3 times and then informed that the centre is only open 9-5 by an automated voice.

     

    Syncreon is the face of Apple and its not a nice one. Certainly not one I'll be referring my friends and colleagues.

  • by ChrisJ4203,

    ChrisJ4203 ChrisJ4203 Dec 18, 2014 10:46 AM in response to iCG
    Level 9 (57,380 points)
    iPhone
    Dec 18, 2014 10:46 AM in response to iCG

    While you could provide feedback about their selection of delivery companies in your country, I wonder why you feel the delivery company is the "face of Apple". Complaints from customers regarding delivery problems is how businesses find out about these types of problems. Once the device is in the hands of the delivery company, the shipper does not have a lot of options. They could not have sent you another product, since yours was already shipped. If it were me, I would be hounding the shipping company and reporting them to your country's equivalent to the USA Better Business Bureau. They are the ones that have failed you. If you are really disappointed, I would drive that 35 miles to the depot and speak to the supervisor there to locate your package. As you have found, the phone calls to Apple can't really help, since they shipped the device.

  • by iCG,

    iCG iCG Dec 18, 2014 11:00 AM in response to ChrisJ4203
    Level 1 (0 points)
    Dec 18, 2014 11:00 AM in response to ChrisJ4203

    Thanks Chris. 

     

    Unfortunately, we don't have an equivalent Bureau in the UK.  However, Apple can choose who to do business with.  We have other delivery companies that can provide 1 hr delivery slots, the name of the driver and even a real time map of where the driver is now.  Indeed we even get a call/text to says its about to be delivered.  I fear Apple has made a wrong choice not because of its impact on me but of the level of customer interface offered by their choice of partner. They appear to have opted for a company that works for the business community and not residential customers. 

     

    In the UK the seller gets it in the ear as they choose the delivery group.

     

    I couldn't drive the 35miles as my car has been in the garage getting work done on it ............ Sounds like a bit of a hardluck story I know.

     

    Anyway thanks for your time.