Twosticks5
Level 1 (15 points)
iPod

Q: Damaged During Delivery - What to do?

I ordered a new iPod Touch (128G) from the online Apple store -- with the free, custom engraving.

 

It was delivered today by FedEx, and the packaged was so damaged that the delivery guy suggested that I should open the package to see whether the contents were damaged.

 

The exterior package and the interior plastic package were crushed.  The screen appeared okay, but the iPod had a distinct banana-like shape.  (Think of a smiley face.)

 

The FedEx guy then asked whether I wanted to keep it or reject the delivery.  I wasn't sure what to do, but I thought it better to refuse the delivery so it's clear I didn't damage the product.

 

My question:  What's next?

 

Accepting the product and trying for an exchange at an Apple store is both a further burden and there's no guarantee they'll have the same one in stock.  Plus, it won't include an engraved case, which is important to me because it has contact info -- I previously lost one.

 

The Apple website is most unhelpful and appears to not address this kind of situation.  There no place to resolve this matter, and the online chat is down... and remains down.

 

I have an event in seven days in which I was going to use the iPod for music.  I'm assuming that's a lost cause now.

 

Any help would be appreciated.

 

     R.

iPod touch

Posted on Sep 9, 2016 3:45 PM

by Twosticks5,Apple recommended
Twosticks5 Twosticks5
Level 1 (15 points)
iPod
A:

Thanks for the reply.  I finally got a hold of an Apple service rep -- after a two hour hold on Friday (I had to hang up), and after a one hour hold today (Monday).

 

The rep was very helpful.  She said that the delivery rejection automatically started the cancellation process.  She said it would take a week or two, but my credit card should be credited.

 

She helped me order a new/replacement.

Posted on Sep 12, 2016 2:52 PM

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Twosticks5

Q: Damaged During Delivery - What to do?

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  • Helpful answers

  • by gail from maine,Helpful

    gail from maine gail from maine Sep 12, 2016 2:50 PM in response to Twosticks5
    Level 7 (25,803 points)
    iCloud
    Sep 12, 2016 2:50 PM in response to Twosticks5

    It would be FedEx that would need to rectify this issue. It is the responsibility of the delivery service in this case. Talk to them about what they are planning to do to get this resolved, and how long it will take.

     

    Best of luck,

     

    GB

  • by lllaass,Helpful

    lllaass lllaass Sep 12, 2016 2:50 PM in response to Twosticks5
    Level 10 (188,114 points)
    Desktops
    Sep 12, 2016 2:50 PM in response to Twosticks5

    Just what did you sign when you rejected it?

    To me it seems to be in FedEx's hands. I would give them a call.

    Have you called Apple? I would try that. That would be the only way to get one with a week.

  • by Twosticks5,Apple recommended

    Twosticks5 Twosticks5 Sep 12, 2016 2:52 PM in response to gail from maine
    Level 1 (15 points)
    iPod
    Sep 12, 2016 2:52 PM in response to gail from maine

    Thanks for the reply.  I finally got a hold of an Apple service rep -- after a two hour hold on Friday (I had to hang up), and after a one hour hold today (Monday).

     

    The rep was very helpful.  She said that the delivery rejection automatically started the cancellation process.  She said it would take a week or two, but my credit card should be credited.

     

    She helped me order a new/replacement.

  • by Twosticks5,

    Twosticks5 Twosticks5 Sep 12, 2016 2:58 PM in response to lllaass
    Level 1 (15 points)
    iPod
    Sep 12, 2016 2:58 PM in response to lllaass

    I didn't sign anything when I rejected it... the FedEx guy just took it back.

     

    Frankly, I wasn't sure who was "at fault."  Part of me thought it was Apple -- as they chose the delivery system.  I know there are rules as to when the shipper and the vendor are responsible, but to me that's between them, not me.

     

    Anyway, the Apple service rep is trying to get an engraved replacement expedited out, but I'm not holding my breath it will make it on time.

     

    After being on hold for a total of over three hours -- fortunately, I was able to get some work done during that time -- the Apple rep was helpful.

     

    Thanks.

     

        R.

  • by LACAllen,

    LACAllen LACAllen Sep 12, 2016 5:57 PM in response to Twosticks5
    Level 5 (4,650 points)
    iCloud
    Sep 12, 2016 5:57 PM in response to Twosticks5

    Kind of a bad time to be calling Apple Sales right now with the iPhone 7 coming.

     

    Multi hour waits are not typical.