UKMail delivered to some random - Apple investigation?

Adrianr

Adrianr

Adrianr

Soldato
Joined
3 Feb 2008
Posts
5,566
Thought it best to post here than in GD - Ordered a Macbook online. UKMail missed the original delivery slot (and entire day) completely, missed the following slot today and eventually delivered it to someone named Stuart a few hours later. I nor none of my neighbours have any idea who this is, and the driver says someone just came down to the door (communal stairs serving 6 flats) and signed for it.

I spoke to Apple and they said they have to launch an investigation. My question is has anyone had to do this? And how long is it likely to take for a resolution? And most importantly is there any chance I could end up out of pocket?

I've spoken to the landlord, no Stuarts in any 6 flats that he knows. Could be someones boyfriend perhaps but who knows. Rather miffed to say the least! :mad:
 
Is that the driver's official statement? The blame is on the driver's fault if you ask me, he's supposed to deliver it to your door not to the communal one.

If it was me I would give Apple a reasonable period of time to investigate it, a week max, but I would not accept any financial loss.
 
you shouldn't worry, you will get sent a new one most likely if it won't show up.

you won't lose money, worst that will happen is that you'll need to wait few days more, which is annoying.

most couriers these days employ monkeys and this is the result.
 
Unless you have specified that the item is left in a secure location - thus accepting liability for any loss, you should be covered and a new item will be issued in due course. This does not appear to be the case, therefore I would imagine Apple will seek recompense from the courier on the premise that the courier failed to meet its contractual obligation.

The nerve of some people though, they must have thought that Christmas has come early when they opened the box. Other than speaking to all the neighbours very little you can do; any one who is prepared to steal a parcel is hardly going to admit doing so! The courier should have left a card so you sign and collect. The parcel should have been signed by the name on the parcel assuming you are not Stuart ;)

As an aside, a courier once left a parcel with a neighbour of a friend. These neighbours were a young couple and denied ever signing for the phone. To cut a long story short eventually the neighbour dropped off the phone? The phone had been opened, all the credit used and their photo's (neighbours) were on the sim... Absolute joke.
 
You should be compensated (with another laptop). Couriers used to ask for ID before, why do they not do that now? Specially when dealing with something that's worth hundreds of pounds
 
I ordered a macbook which arrived with a defect and Apple sent a new one before I'd even returned the original. Whilst this scenario is slightly different, I'd expect apple to sort you out pretty sharpish..
 
As above, Apple will either claim on insurance, or charge the courier for the lost package. It's upto the courier then to sack the useless driver, or if he's contracted to them, to end the contract.
 
Thanks everyone. The guy at Apple was very helpful so I'm just letting them get on with it for now. Hopefully won't take too long. Parcel was addressed to my missus as she was the most likely to be in - Pretty sure she doesn't look like a Stuart!
 
So how did Stuart know the courier was there? Is your building not like mine, where they buzz the individual flat?

We are a building of 9 and it would be a major coincidence for a courier to buzz my flat and someone just happen to walk down, sign and go back in.

I think you may have already covered this by saying 'neighbours', but have you personally knocked on all of the other flats to check they haven't got your parcel sat there waiting for you to collect it?
 
Individual flat yeah. The driver has clearly just buzzed everyone on the board to see who answers, if he hasn't just had it himself. My flat number is clearly marked. He could have rang that buzzer all he liked but no-one would have came down to meet him.

Have spoken to all of the neighbours bar 1 flat, which as far as the landlord (and other neighbours are aware) is inhabited by a female. Only thing left that isn't theft related is possibly that it's her boyfriend or a sublet the landlord doesn't know about.

Apple got back pretty much telling me the same thing as the courier company which doesn't fill me with confidence. Seems that as long as someone signs for something everything is A OK! :S
 
ive done that a couple of times where i used to live. 3 flats in the building, but none of us were a holes. apart from the couple in the basement but that was for different reasons
 
Well I've checked the Apple T&C's for delivery and it seems like the only scenario it can be left with someone else is either a receptionist/mail room at a business address or a concierge if it's a residential address. Otherwise the carrier is to leave a card and/or arrange re-delivery.

Have provided a copy of my passport with signature to Apple and have my company who can prove I wasn't at home at the time of the delivery. That's about all I can do it seems. Hopefully have a good update soon.
 
Update: Apple are sending me a replacement. Doesn't seem like anyone is still any the wiser what happened to the first one, but after a thorough canvas of the block no-one has heard of this man. The driver of course could have turned up at completely the wrong address which wouldn't be too surprising. They put the re-order through straight away to my old address which I've tried to have changed to a business address with someone there all hours to collect it, which she said she will try and amend before it's dispatched. Don't want the same thing to happen again obviously.

Will give the two thumbs up to Apple when I have it in my possession, but otherwise good progress.
 
Apple have control over their infrastructure and know the serial number of the machine. Shouldn't be too much bother to track/block it as soon as it goes near the internet on OS X.
 
The saga continues - Still no laptop! Told UKMail to just keep the replacement at the depot as it was sounding from the investigation like the driver couldn't find my address and they'd only miss the delivery slot anyway - Despite clear instruction from both Apple and myself to leave it at the damn depot, where was it when I travelled an hour to pick it up? Out for delivery.

Sent a furious email to Apple to which they called me pretty quickly offering an £80 credit note, which has just turned into a regular refund onto my card instead. It should now, apparently, arrive tomorrow. No breath held.
 
Adrianr said:
Update: Apple are sending me a replacement. Doesn't seem like anyone is still any the wiser what happened to the first one, but after a thorough canvas of the block no-one has heard of this man. The driver of course could have turned up at completely the wrong address which wouldn't be too surprising. They put the re-order through straight away to my old address which I've tried to have changed to a business address with someone there all hours to collect it, which she said she will try and amend before it's dispatched. Don't want the same thing to happen again obviously.

Will give the two thumbs up to Apple when I have it in my possession, but otherwise good progress.
Click to expand...

Used to work for a mailorder company dealing with Parcel Delivery issues. We saw this kind of thing daily.

Theres no chance you will have to pay for it. Apple will fork out for a new one and charge UK Mail the actual physical cost of the item up to the maximum value of the insurance UK mail offers.

If UK mail insurance doesn't cover it, apple just take the hit. Its a calculated risk they take. You send 1000 parcels with £1,000 insurance at £50 each, or you could send 1000 parcels with £700 insurance for £10 each.

The lower insurance is vastly cheaper, so apple will run risk analysis on how many actually go missing and work out if its still cheaper in the long rung to take the hit and send it the cheaper method. (which is what I suspect they have done as UK mail aren't known for covering high value items)

UK mail will speak to the driver and find out if they can get it back. But essentially if the person called stuart can't be found, UK mail pay apple compensation, apple likely takes some hit on the lack of full insurance and staurt gets a free laptop. Unless it turns up at some point or the driver manages to get some more details of the person such as what flat number they live at.

Hearing that apple offered you an £80 credit note brings back Memories. That was usual tactic when couriers like this ****ed up. So exasperating for the customer service person on the end of the phone because its all they deal with every day, and every company is as bad as each other. Nothing much you can do other than apologise, and throw money at them !
 
Last edited:
The Apple reps were lovely to be fair. I couldn't remain that happy and calm talking to a hundred irate victims of rubbish courier companies all day.

And for the benefit of any future google searches, stumbling across a thread with their exact problem and no resolution, the laptop arrived. Haven't opened it yet so £10 says it's broken! :D
 
You must log in or register to reply here.
Back
Top Bottom