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Parky · Nov 11, 2004, 04:33 AM

My ipod Photo 60GB shipped from China on the 30th October.

It arrived in the TNT Manchester, UK depot on Weds 10th Nov and it has not been seen since.

They have not delivered it elsewhere and they can only assume it has been stolen and have informed their security team.

Meanwhile Apple will not ship another until it has been investigated fully by TNT and Apple.

I presume this will mean another 2 week wait for another iPod to ship from China while Apple will have had my cash for weeks.

Unsatisfactory service from both TNT and Apple.
Why do I have to chase them?
Neither have bothered to contact me with updates, I have had to call them every time.

Ian

Jordan · Nov 11, 2004, 04:49 AM

Ian,

Sorry to hear about your experience. I have moved to Oz now and ordered mine the day it came out. Was delivered last week.

Hope your's isn't too far away!

Cheers,

Jordan

Link · Nov 11, 2004, 05:11 AM

I dunno about you, but I'd be demanding a refund if they refuse, it's clearly THEIR problem, they hired the company to deliver it, and they failed. Why should you have to wait for them to "investigate" something that was clearly stolen? It's not like they delivered it to your doorstep.

And if they refuse, well I guess you could call your credit card company and have them reverse the charge. Apple should know better than this

.

Randman · Nov 11, 2004, 05:15 AM

Apple really can't do anything about. I'd call TNT and make sure you get a manager or someone with authority. Be polite but firm.

Parky · Nov 11, 2004, 06:40 AM

I have called TNT and I have been very polite and very firm. I am dealing with the Customer Service Manager at the Manchester depot.

They say they are doing their best to resolve the issue, but until they admit to Apple that they have lost the shipment Apple will not take any action.

Apple tell me that I will be a Priority 1 shipment if they are notified by TNT of the loss.
The problem is that Apple cannot tell me what that means or when I might expect a replacement.

They told me that these items are built to order and that the combination of build and ship time should be shorter than the 12 days I have already waited. I don't see how!

I suspect that this is in fact nonsense and that it will ship from Shanghai in the same way the original did and take another 2 weeks to get here.

What did concern me about my conversation with the TNT manager was the questions that she asked :-

What was the item I had shipped from Apple? - iPod
Was it personalized? - No
What model was it? - 60GB iPod Photo

Now why do they need to know if it was personalized and what model it was ?
Apple told me that there is no way of knowing that information from the box it is shipped in. the only reason I can think of is that TNT can identify it better if it was stolen!!!

It all sounds very suspect to me, and the Apple rep I spoke to agreed with me.

Ian

iMacfan · Nov 11, 2004, 07:28 AM

I'm sorry to say that I've not been impressed by the one experience that I have had with TNT in the past. They tried to deliver during the two hours that I was out of the house (I tried to tell them before, but they did not add it to the notes), then said that the driver would come back my way. He didn't even try, and they only got the unit to me that evening after I became far angrier than I should ever have to get for a company to fulfill their word.

This story makes me especially nervous as I've got a personalised iPP 60Gb in transit as we speak.

David

Randman · Nov 11, 2004, 07:41 AM

Originally posted by iMacfan:
This story makes me especially nervous as I've got a personalised iPP 60Gb in transit as we speak.

They already have Parky's, so yours might make it through.

Parky · Nov 11, 2004, 07:43 AM

TNT have no confirmed to me on the phone (after I called them again) that the shipment is now 'officially' lost.

They had not updated their system with the information yet but would do so within the hour.

I called Apple who still won't do anything until TNT contact them about this, they won't; reship or refund. They also won't let me cancel the order which is not what the contract information says. In the UK the Apple Store sales contract says you can cancel anytime up to delivery, which in this case has not happened.

Apple say they have to review the case and they will contact me to offer either another shipment or a refund.

They can't tell me how long another shipment will take, so I think I will take the refund and just buy on in the stores when they arrive.

I wasted a whole day off work yesterday as TNT told me it would be there, nobody compensates you for the loss of a days vacation.

If I think the iPod has been stolen should it be reported to the Police?
Apple tell me that I should not do that as it is not my goods yet.
If that is the case then why have they taken my money?

If the iPod is not mine and I no longer have the cash as Apple took it from my Credit Card on the 30th Oct, where do I stand legally?

I think the iPod is in fact mine and that I could report it to the Police.
If it has been stolen then someone should report it, or will it just be covered up by TNT?
Do they not bother about employing people who steal, what processes are in place to prevent this in the first place.

Ian

Parky · Nov 11, 2004, 09:01 AM

Apple have now confirmed that TNT have lost iPod.

They offered me another that would take 2-3 weeks to ship.

I decided to take the refund instead, I might as well wait and buy one from a store!

Ian

Randman · Nov 11, 2004, 09:06 AM

At least you are getting your money back with the issue resolved. Don't forget to change your signature now.

Grrr · Nov 11, 2004, 09:17 AM

Must admit, I have 'only' used the Apple UK store 3 or 4 times. And out of those times, only once did I receive my goods with NO issue.
These days I stick with Jigsaw, Cancom, Micro Avinka on the Tottenham Court road, or John Lewis.