[randyhobo]

[quote="randyhobo" pid='1046298' dateline='1632949152']
update:  had a chat and rep asked me if i want a replacement or refund..either way it will start an investigation... i chose refund. then got this email:

We have received an update regarding your inquiry. Our carrier has completed the requested investigation, and no further action will be taken by Apple.

ve any questions, please contact us at 1-800-MY-APPLE.

-so what this supposed to mean? no afurther action will be taken by apple? are they not refunding or

Failed SE. Better luck next time.


-what went wrong with it?

---

[quote="randyhobo" pid='1046087' dateline='1632879284']
and i would do just that. ill keep this thread updated every step of the way. tnx maestro

You're welcome.

You are not supposed to know "when" the package arrived, so be sure to contact them the next day and say that you've yet to receive It. Given the nature of the event, an external Investigation Is almost certain to take place, but It's no cause for concern. As with a PR, It's simply required to assess the claim, so comply with their request(s).


so its a failed SE if i got that email that says no further action will be taken by apple a this time... i only had a brief chat with CS.. said havent received it. then she asked if i wanted a refund or replacement, either way will cause an investigation.. i said refund. then got that email. not salvageable SE?

[laininthewired]

[quote="randyhobo" pid='1046298' dateline='1632949152']
update:  had a chat and rep asked me if i want a replacement or refund..either way it will start an investigation... i chose refund. then got this email:

We have received an update regarding your inquiry. Our carrier has completed the requested investigation, and no further action will be taken by Apple.

ve any questions, please contact us at 1-800-MY-APPLE.

-so what this supposed to mean? no afurther action will be taken by apple? are they not refunding or

Failed SE. Better luck next time.


-what went wrong with it?

---

[quote="randyhobo" pid='1046087' dateline='1632879284']
and i would do just that. ill keep this thread updated every step of the way. tnx maestro

You're welcome.

You are not supposed to know "when" the package arrived, so be sure to contact them the next day and say that you've yet to receive It. Given the nature of the event, an external Investigation Is almost certain to take place, but It's no cause for concern. As with a PR, It's simply required to assess the claim, so comply with their request(s).


so its a failed SE if i got that email that says no further action will be taken by apple a this time... i only had a brief chat with CS.. said havent received it. then she asked if i wanted a refund or replacement, either way will cause an investigation.. i said refund.  then got that email. not salvageable SE?

You can go for another round, buts its likely to produce the same message.

Doesn't hurt to try though.

[mothered]

so its a failed SE if i got that email that says no further action will be taken by apple a this time... i only had a brief chat with CS.. said havent received it. then she asked if i wanted a refund or replacement, either way will cause an investigation.. i said refund.  then got that email. not salvageable SE?

They've said one thing, and then contradicted themselves a little while later - with no explanation supporting their decision. Not good enough, very poor customer service. Do you have a record of the chat conversation?

Ask your claim be escalated to a senior level. Also, Apple offer a "one-time exception" per account for a refund/replacement, so If need be, mention this when all else has failed.

[randyhobo]

[quote="randyhobo" pid='1046307' dateline='1632956053']
so its a failed SE if i got that email that says no further action will be taken by apple a this time... i only had a brief chat with CS.. said havent received it. then she asked if i wanted a refund or replacement, either way will cause an investigation.. i said refund.  then got that email. not salvageable SE?

They've said one thing, and then contradicted themselves a little while later - with no explanation supporting their decision. Not good enough, very poor customer service. Do you have a record of the chat conversation?

Ask your claim be escalated to a senior level. Also, Apple offer a "one-time exception" per account for a refund/replacement, so If need be, mention this when all else has failed.


-i dont have a record of the chat. just the email that says 'our carrier has completed the requested investigtion and no further action will be taken by apple" i have not sent a response after that

[mothered]

-i dont have a record of the chat.

You could've used It In support of your claim.

Not to worry. For future reference, keep a record of all communications.

just the email that says 'our carrier has completed the requested investigtion and no further action will be taken by apple"

That doesn't justify their reason to decline your claim. They could've made the whole thing up.

Ask them to provide you with the details of their Investigation and most Importantly, the grounds on which your claim was declined.

[randyhobo]

-i dont have a record of the chat.

You could've used It In support of your claim.

Not to worry. For future reference, keep a record of all communications.

just the email that says 'our carrier has completed the requested investigtion and no further action will be taken by apple"

That doesn't justify their reason to decline your claim. They could've made the whole thing up.

Ask them to provide you with the details of their Investigation and most Importantly, the grounds on which your claim was declined.

I had a chat w them just now. Told them how stressful the wheolething is.. how poor their service for not having a signature required shipping for such an expensive item etc... heres what the rep said:

Upon checking here, the Mac is still not activated. Checking into the order details, I can see that our shipment team have conducted a thorough investigation together with the carrier in locating your order. On the other hand, they have concluded that the delivery was successful.
Certainly, we don't want you not receiving the device that you ordered. In this scenario, as your specialist, the best course of action we need to take is for you to raise this to your local law enforcement and we would be very willing to take part in any further investigation that will be taking place. Thank you for your patience and cooperation.

Also, what I can do on my end is I will submit an escalation to our Senior Customer Service Specialist to look into this again for review and look for other possible options.

[mothered]

On the other hand, they have concluded that the delivery was successful.

They're missing the point.

It was successfully delivered to your "address" but not to "yourself", therefore you didn't personally receive your product. Tracking/GPS Info cannot confirm receipt of goods to a "person", hence It's a useless form of delivery verification.

Also, what I can do on my end is I will submit an escalation to our Senior Customer Service Specialist to look into this again for review and look for other possible options.

^ This Is precisely what I was referring to In my previous post:

Ask your claim be escalated to a senior level.

As It stands, your claim has been escalated, so await their response. As per below, they've also suggested to file a police report but don't do It as yet, wait for the escalation team to reply - It may not come to that.

the best course of action we need to take is for you to raise this to your local law enforcement

[randyhobo]

On the other hand, they have concluded that the delivery was successful.

They're missing the point.

It was successfully delivered to your "address" but not to "yourself", therefore you didn't personally receive your product. Tracking/GPS Info cannot confirm receipt of goods to a "person", hence It's a useless form of delivery verification.

Also, what I can do on my end is I will submit an escalation to our Senior Customer Service Specialist to look into this again for review and look for other possible options.

^ This Is precisely what I was referring to In my previous post:
[quote="mothered" pid='1046330' dateline='1632973287']
Ask your claim be escalated to a senior level.

As It stands, your claim has been escalated, so await their response. As per below, they've also suggested to file a police report but don't do It as yet, wait for the escalation team to reply - It may not come to that.

the best course of action we need to take is for you to raise this to your local law enforcement

-just got off the phone with the supervisor and they wont budge. theyre saying that they will only start a refund or replacement if a law enforcement is to contact them. whats my best course of action now?

[mothered]

-just got off the phone with the supervisor and they wont budge. theyre saying that they will only start a refund or replacement if  a law enforcement is to contact them. whats my best course of action now?

That's good, for the fact that they're waiting on your compliance to Issue a refund/replacement.

Ask them If they're referring to a police report and If so, go ahead and file one.

[randyhobo]

-just got off the phone with the supervisor and they wont budge. theyre saying that they will only start a refund or replacement if  a law enforcement is to contact them. whats my best course of action now?

That's good, for the fact that they're waiting on your compliance to Issue a refund/replacement.

Ask them If they're referring to a police report and If so, go ahead and file one.

-i did file. got a permanent case number and when i called they still say refund is not an option for them right now. wtf. went with my last resort. chargeback. and if that fails ill charge it to experience. a very costly experience