I recently spent about two weeks in Nepal, 11 days of which involved a rigorous trek in the Annapurna Range of the Himalayas. I took a total of 1052 photos and this one is probably one of my favorites. I snapped it from a moving bus leaving Kathmandu on our way to Pokhara. More here.
Here is the timeline of events, calls, and conversations today. Something wrong here?
Friday Oct. 7th, 1030am — I ordered my iPhone 4S from apple.com and waited with eager anticipation for it to arrive today.
Today:
955am — UPS package arrives at my building loading docks and is signed for.
1115am —UPS package is delivered to my desk by mailroom personnel.
Packaging has visual evidence of tampering. Box appears to have been opened and repackaged. This is evident when compared with another delivery of an iPhone that occurred at the exact same time to a colleague of mine.
White Apple iPhone box inside UPS package is without it’s cellophane wrapper.
I open the box and there is nothing inside - no iPhone, no headphones, no cable, no charger, no documentation. Just an empty Apple box.
1120am — I call the mailroom to report the issue.
1125am — I call my building security to report the issue. They say that they will review the security camera tapes.
1130am — I call both UPS and Apple to report the stolen iPhone.
UPS response - They will send someone from UPS to my office on Monday Oct 17th to investigate the package before they can process the claim.
Apple response - They will contact UPS and someone from Apple will contact me regarding a replacement phone. In the meantime, they recommend that I call ATT so that they can reset my upgrade eligibility (in order to receive/purchase the replacement phone at the upgrade price).
1230pm — After reviewing the security tapes, the building security confirms that the UPS package came off the UPS truck with visible signs of being tampered with. They suggest that I file a police report and request an NYPD officer come to the building to take the report.
1pm — I go to the ATT store to request a reset of my upgrade status. They say that since I did not purchase the phone through ATT that they are unable to reset my status but that Apple can do this.
130pm — Police offers arrives and takes report.
200pm — I call the Apple store on 14th Street, explain the situation. They explain that they cannot do anything to help me. They cannot provide a replacement, and they cannot reset my upgrade status. They say that ATT must do this and that I must call them.
215pm — I call ATT, explain the situation. They confirm that they are not able to reset my upgrade status, that Apple must handle this as part of the iPhone replacement. ATT rep attempts to connect me to Apple, we wait together on-hold with Apple for 38 minutes only to be disconnect by Apple.
3pm — I call Apple Customer Service again. They are basically not able to do anything. No options. Nothing can be done until a supervisor looks into my claim and contacts me. I cannot even be connected with said supervisor. At this point there is basically nothing that I can do.
** Here’s the kicker - I leave for Nepal on Wednesday, Oct 19th and I really wanted to take this new iPhone with me. Which is why I’m so persistent about getting the replacement today, before they sell out across the city.
515pm — Still waiting for a call from Apple…
Saturday, Oct. 15th, 1150am — Still no word from Apple…
530pm — Apple requests the police report number in order to “verify” the claim. Apparently, they do not trust their customers.
Monday, Oct. 17th, 1010am — Almost 72 hours later and Apple has still not been able to determine when or if they can replace stolen iPhone or how they are going to reset my upgrade eligibility. And, I have yet to receive that promised phone call.
330pm — A UPS security representative came to my office to pick up the package that had been opened and my iPhone stolen from during delivery.
Apple still has not been able to resolve the matter. Between Friday and today I have talked to a number of Apple employees from various departments and no one seems to be able to do anything. Is it unreasonable of me to expect more from a company that prides themselves on quality?
730pm — I called Apple again to check on the status of my claim. Apple tells me they need more time to investigate this further with UPS. At this point they can’t even confirm that they will indeed provide a refund or a replacement.
What does that say? Apple does not believe their customers. Even their most loyal.
1972 New York City subway map, by Massimo Vignelli. I love it’s simplistic design, and the refresh he gave it in 2008 makes it even better.
— Massimo Vignelli
Magnificent - human perspective on urban landscape — City Silhouettes. Photograph by Jasper James
Brilliantly ordered. I love it — The Art of Clean Up - sorting and stacking everyday objects. via jeannie jeannie
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