Damaged During Delivery - What to do?

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Level 1

15 points

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

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Answer 1

Twosticks5 Author

Level 1

15 points

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.

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Answer 2

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

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Answer 3

Twosticks5 Author

Level 1

15 points

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.

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Answer 4

lllaass

Level 10

210,519 points

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.

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Answer 5

LACAllen

Level 8

43,602 points

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.

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