Today's Progress

Today, I have been trying to find out what happened to a package delivered to the UPS Store for UPS pick-up. I called UPS and they indicated that they will be staring to work on the trace today and that it will take 7 business days for it to be completed. That's a long time wait.

Here is what read on the UPS website now:

Shipment Progress
Location Date Local Time & Activity
Concord, ON, Canada 01/04/2011 13:54 Tracer request / Lost package tracer
Canada 12/29/2010 13:21 Order Processed: Ready for UPS

Meanwhile, I am sending a letter to Apple so that I can ask for their coordinated effort to resolve the issue with UPS. I have been calling the call centers and it is so time consuming to get through to someone that can help you. Hopefully they can put me in contact with a person with a name and direct line.

Here is the letter that written to Apple asking for their help:

Apple Canada
7495 Birchmount Road
Markham, ON L3R 5G2

January 5th, 2011

To Whom It May Concern:

I am writing to seek Apple’s assistance in resolving an issue with UPS for the return of an Apple computer (Macbook Air). The package containing the Macbook Air is currently lost. Apple has contacted UPS to put a trace on the package, but additional follow-up with UPS may be needed so that the return can be completed.

I am also disturbed that Apple was not able to provide me with a timeline for resolution; nor was Apple able to provide me with the name of a contact that I could reach to discuss the issue or provide me with updates.

As you can appreciate, I am very troubled and, the thought of having an $1100 computer go missing is causing me much grief and anxiety. For this reason, I would greatly appreciate having a contact at Apple who can contact me regularly as well as oversee the trace and any other measures taken to resolve this matter.

By way of background, here is a summary of events leading up to my situation:

December 24th, 2010:
• For Christmas, my husband ordered me a Macbook Air but only 60GB. I decided to return the computer and upgrade to the 120GB model.
• The 120GB Macbook replacement was purchased for me from the local Apple Store instead of waiting for a new delivery from the Apple Online Store (receipt for replacement attached).
• Concurrently, a return was organized through the Apple Online Store (return e-mail and labels attached). I tried to return the Macbook to the local Apple Store but I was advised that they can’t accept inventory from other stores.

December 30th, 2010:
• On December 30th, my husband and I dropped off the return package at the UPS Store, an affiliate of UPS, located at 1500 Bank Street (Store 232).

January 1st, 2011:
• On January 1, 2011, I checked the UPS website to track the package and I got the following message:

"Billing information has been sent to UPS. Check site later for updated shipment status or contact shipper for more details".

• Upon reading the status of the delivery, I was very worried and upset. I did not understand how it could be possible that the system was indicating that the package was not received. Furthermore, I was not provided a receipt to demonstrate that the drop-off was made.

January 2nd, 2011
• I contacted UPS international (open during the holidays) and was advised that the package may not be showing in the system because of the holiday rush.
• UPS also indicated that UPS is not obligated to provide a receipt for package drop-offs and that it is not unusual to not have a receipt.
• I was advised to contact the UPS Store where I did the drop-off if no scans were showing by Tuesday January 4th (Monday, January 3rd was a holiday in Canada for UPS employees).

January 4th, 2010
• On Tuesday, when regular business hours at UPS resumed, was able to get through to both UPS and the UPS Store.
• I was advised that, since Apple is the customer/client with UPS, they would have to contact UPS to put a ‘trace’ on the package.
• I discussed the issue with Apple and a ‘trace’ was set up for the package,

I cannot explain the extreme strain I feel and how worried and upset I am with the situation. I have been a loyal Apple customer for many years having purchased many Apple products and have used the mailing service a dozen times without incident. I desperately need to know that Apple will work with me to ensure that the situation is dealt with in an appropriate manner and to keep me updated me on the process.

Please be assured I followed all the instructions provided to me by Apple for the return of the product. I need to be assured that due diligence will take place.

It would be greatly appreciated if someone could get in contact with me as soon as possible to assist in resolving the issue.

Thank you very much and I look forward to your speedy reply.