My experiences buying from Apple Online

[seiko.citizen]

Just thought I'd put this up as a community alert to those who are considering buying from the Online store.

Recently my brother placed an order for a Macbook Air with the Apple Educational Store.

The item was paid for and a scheduled delivery date was given (Friday 10/02/2012).
As no one was to be home that day, my brother decided to take the day off work to wait for the item.
Subsequently TNT delivered it to a shop a couple of doors down from me. But obviously he waited around for nothing.

TNT washed their hands of the matter because they said "item is delivered, we have fulfilled our obligation"
Apple are saying, your fault for waiting around the whole day, if you want you can return the item, and if the item is indeed damaged, its your word against theirs, as the shop had "signed" for it in "good condition". For the record, the item was not even sent in a brown packaging box, but just in the retail box, presumedly amongst the other parcels. Now the retail box shows slight indents indicating that it could have been mishandled.

my bro just called Apple, they say that if item is not "damaged" will incur restocking fee of 10%.

[pegasi]

IIRC, the online ordering site requires you to fill in the delivery address. So do you mean your brother filled in home address but the item was delivered to the shop?

[triton]

i have recently purchased couple of items from apple online store (singapore) where i believe you are mentioning apple online (australia).

you mentioned that TNT delivered the item to a shop couple of doors from you.

the issue is that TNT delivered to the wrong address. though TNT can claim that they delivered, the bottom line is that you did not receive the item.

secondly, how to return the item when the item is not even in your hands.

now let me share with you my experiences.

first time i bought apple care, what i received was an iphone addressed to another name @ another address. called apple online and they say they will get fed ex to pick up. then they delivered actual product. for the inconvenience caused, i received a voucher (50<voucher value<100) for my next purchased online with 1 month expiry date.

so i used the voucher for my next purchase for office 2011. in my haste to purchase, i selected option for 1 licence instead of 2. realized it the following day. called them and requested that i top up the difference for 2 licences. however, they said item is already @ warehouse. so when fedex turns up with item, just reject. then call them again. customer service staff left behind contact number so that i will deal with one staff who knows my situation. so rejected and call the CSO. was informed that they will refund the money and i place a new order.

3 days later i got the office 2011 with 2 licences. money refunded for 1 licence through cc.

another experience.

Just thought I'd put this up as a community alert to those who are considering buying from the Online store.

Recently my brother placed an order for a Macbook Air with the Apple Educational Store.

The item was paid for and a scheduled delivery date was given (Friday 10/02/2012).
As no one was to be home that day, my brother decided to take the day off work to wait for the item.
Subsequently TNT delivered it to a shop a couple of doors down from me. But obviously he waited around for nothing.

TNT washed their hands of the matter because they said "item is delivered, we have fulfilled our obligation"
Apple are saying, your fault for waiting around the whole day, if you want you can return the item, and if the item is indeed damaged, its your word against theirs, as the shop had "signed" for it in "good condition". For the record, the item was not even sent in a brown packaging box, but just in the retail box, presumedly amongst the other parcels. Now the retail box shows slight indents indicating that it could have been mishandled.

my bro just called Apple, they say that if item is not "damaged" will incur restocking fee of 10%.

[pegasi]

I ordered from Apple online store an ipod with name etching, and it was delivered timely to the address I specified.

As I understand, online orders from all countries use the same template on Apple online store (where such option is available).

All such orders are considered a contractual agreement between seller and buyer, and the seller is deemed to have fulfilled their obligation only when they have delivered the right item to the right place (right timing or not is a performance/service issue). The Proof of Delivery must be signed by the buyer or someone authorised by the buyer (so called consignee in commercial term), and not any other party. So it is not acceptable if Apple claimed that "the shop had signed for it in good condition" if the shop was not the receiptient stated on the order.

Hence, where the responsibility lies, in TS case, depends on who is the receipient and what is the shipping address specified on the order. I don't believe TS' brother had put the shop as receipient and then waited at home, so quite clearly Apple is at fault in this case and should take full responsibility.

[yellowcab]

I used apple online store in USA and in Sg. both have no issue.

[seiko.citizen]

IIRC, the online ordering site requires you to fill in the delivery address. So do you mean your brother filled in home address but the item was delivered to the shop?

correct. item was picked up when my brother called up TNT to ask why tracking is showing "delivered in full" when no one delivered anything

i have recently purchased couple of items from apple online store (singapore) where i believe you are mentioning apple online (australia).

you mentioned that TNT delivered the item to a shop couple of doors from you.

the issue is that TNT delivered to the wrong address. though TNT can claim that they delivered, the bottom line is that you did not receive the item.

secondly, how to return the item when the item is not even in your hands.

correct should have add apple aus, but i thought that delivery in sg also use TNT. hence the heads up.

we only "received" the item when my brother called TNT to enquire about status, and it was only then that they told us to check an address (two doors away!)

All such orders are considered a contractual agreement between seller and buyer, and the seller is deemed to have fulfilled their obligation only when they have delivered the right item to the right place (right timing or not is a performance/service issue). The Proof of Delivery must be signed by the buyer or someone authorised by the buyer (so called consignee in commercial term), and not any other party. So it is not acceptable if Apple claimed that "the shop had signed for it in good condition" if the shop was not the receiptient stated on the order.

Hence, where the responsibility lies, in TS case, depends on who is the receipient and what is the shipping address specified on the order. I don't believe TS' brother had put the shop as receipient and then waited at home, so quite clearly Apple is at fault in this case and should take full responsibility.

Timing/performance issue is not important here. What is annoying is the driver's mistake. Because he assumed the address without checking he has made an ass of himself and the company.

the shipping address clearly states my address, why deliver it two shops away we will never find out. but many possibilities can be had.

[jonchar]

Sorry to hear your experience with apple Australia. I have no problem dealing with them, having purchased easily over 20 items from them easily with more than 10 deliveries so far. Then again that is in Singapore.

For your case, you definitely have a case agains them since it was not delivered to the address stated. Pursue the case with them ANC do not pay the restocking fee even if u r gonna return it to them.