We need a new section entitled: Issues With Apple Customer Service

Question

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Alright, I have a suggestion for improvement. We need a new forum section for complaints about the way Apple is treating us.
To make sure I'm being clear, let me give you an example of just such a post that may be included in such a section.
I ordered online the family packs of Leopard, iWork '08 and iLife '08 on November 6th. I received an email telling me my order had been shipped on November 7th.
On November 9th I decided to check the progress of my shippment by logging on to FedEx. To my surprise, it had been delivered! Not to me but another party. I could download a PDF from FedEx and see the signature.
After trying to deal with FedEx for a few days I was finally told to deal with Apple because they would have to initiate the investigation. Fine. These things happen.
On 11/13/2007 I spoke with an Apple Customer Service Representative and received an Apple Issue Number and Case Number. I was told that it should be resolved in a few days. It wasn't.
11/20/2007, Here's where it gets interesting. In talking with them again I explained that since my signature was not on the FedEx ticket it had not been delivered properly if at all. I explained that since FedEx was clearly at fault the package should be shipped again. Finally they agreed. I was told that my package would be shipped and to expect an email.
11/23/2007, I was told again that nothing would be shipped until after an investigation had been completed. So did they lie? I spoke with a manager who kept repeating that he was sorry for the mis-communication. That became very frustrating to say the least. Remember, FedEx requires a signature. Without it or my permission to deliver somewhere else they must deliver to me and get my signature. The FedEx PDF clearly shows another persons signature.
Equally frustrating is the fact that they will not keep me informed as to the status. I have to call them and wait on hold. I did get a couple of emails with text along the lines of, "We continue to work with our carrier on your lost package. "
However, there is no way to reply to these form letters. The only way to stay in touch with Apple is to call and be put on hold.
Twice, after giving them my order number and being put on hold "while they look up my records" or whatever, the call was disconnected. I'm not saying they did so on purpose but the results were the same. Another call, another round of giving my order number and explaining to yet again a new person the details of the situation.
I've had many problems with Apple since becoming a customer in June of 2006 but I just can't let this go. I need a place to warn others. If you buy something, you might be better off buying it from a store instead of on-line. This kind of information is needed to warn others concerning the business practices of Apple should something go wrong. This is why we need a new section for putting forth such complaints.

Answer 1

It seems to me that the real problem here is with FedEx, as I have encountered similar types of problems with them in the past. Even though a signature is required, I have had packages left on my porch. When I enquired, someone had actually signed (i.e.forged) my name! Other times it has been left on my porch with some other signature. When I call to complain, FedEx just seems to think there is no problem as long as I got my package. They seem totally unconcerned even though a signature is required and I definitely did not authorize delivery with no signature. I have expressed my concerns directly to Apple, but have no way of knowing if it has done any good. I think this problem is worse with FedEx ground, as that is contracted out. Around here anyway, i think the drivers will sign the ticket and leave the package just so they won't have to make another trip. It's not right, and it's not supposed to happen this way, but i know it does.
Apple entrusted your package to FedEx in good faith that it would be delivered to you, and that your signature would be required for you to receive it. That should have resulted in you receiving it. however, due to a false signature, you did not. Clearly, FedEx is responsible.
If the package was supposedly delivered to your address, but has a false signature, I wonder if the driver might have signed the delivery ticket or gotten someone else to sign it and just left it on your porch or something like that. If so, it could have been subsequently stolen. If something like this happened, it might explain why things are so bogged down in the investigation at Apple. From their viewpoint, the package was delivered and a signature was obtained and they are probably being stonewalled by FedEx.
A user to user discussion forum such as Apple Discussions won't help with delivery problems. It's best to report them directly to Apple as you have done. If you continue to have problems, you can call Apple and ask to speak to Apple Customer Relations. They may well be able to cut through the red tape. You could also express your concern in the "Feedback to Apple" section. Maybe if enough people complain, they might consider awarding the shipping contract to someone else. Or perhaps the other shippers are even worse.
One of my recent shipments was evidently lost in a typhoon. But when I called Apple, a replacement was sent out immediately. This is more what I would expect of Apple, and you have every right to expect similar treatment.
If FedEx delivered to the wrong address and got a wrong signature, they should be expected to go back and retrieve the package. But if they delivered to your address and did not get your signature, then you would be well within your rights to go to your local Better Business Bureau and file a complaint against FedEx. That might possibly get some action of some sort. FedEx cannot ignore the BBB as easily as they can ignore you. If your signature was actually forged, you will certainly be able to prove that the signature on the delivery ticket is definitely not yours. And you could forward the BBB complaint to Apple. I don't know if this would help or just muddy the water, but it would put a little more pressure on FedEx I would think.
In the meantime, I would certainly speak to Apple Customer Relations and see if they can help you out here. They want happy Apple customers, and I think they would like to know about the extreme frustrations you are experiencing through no fault of your own.
I sympathize with your problems, and I hope that you are able to get them resolved soon.
Good luck!