How Apple Made Up For UPS's Mistake

Apple Watch

As you may recall, UPS royally botched the delivery of my Apple Watch. I should have received it on launch day, April 24th. On the 24th and 25th I spoke with 3 Apple customer service representatives, all of whom were fantastic and were really trying to help me. When I thought all was said and done I was left waiting on my watch to get back to Apple in California, just to turn around and be shipped back to me. A fourth Apple representative called me to offer me a free iPhone accessory up to a value of $100. I thought this was incredibly generous, considering it wasn't Apple's fault to begin with. I ultimately selected this external charger. I'm not sure when I will get it, but I'm not worried about it. 

Tim Cook email

I also decided to email Apple CEO Tim Cook. Cook has gone on record at various times that he reads every email he gets from the public and he has been known to reply to them. I've e-mailed him one other time and didn't hear back from him, but did get a phone call from one of his assistants. I work in I.T. and know that you don't usually hear from the happy customers. So while I did include an extremely brief version of the UPS ordeal, I mainly was praising Apple's customer support.  I was really happy when I got a reply from Cook himself. I mean, he is the CEO of my favorite company.  He thanked me for the feedback and said "We will address with UPS." QI assumed that was the last I would hear from it, but a couple hours later one of his assistants called me to get more information. Clearly Apple was not happy with UPS, and though they didn't tell me this, I can only assume mine is not an isolated case.

Monday that same assistant called me again to tell me he was expediting me a watch, as opposed to having to wait for the original unit to get back to their warehouse. This was fantastic news as I would now get it faster than expected. This is really great on Apple's part. I really expected to just have to wait for UPS to ship it back to me, all on standard shipping. Originally, I was told by UPS the watch would get back to Apple's warehouse in California today, then I would have to wait for it to come back.

Yesterday he called me to say it's shipping and I should have it by Thursday. I got the tracking information and was pleasantly surprised to see it was en route already and I would have it this morning by 10:30am. I wasn't playing around this time, so I took some personal time from work. Not the first time I took personal time to get an Apple product....and if I were a betting man (which I am) I would say it won't be the last. 

One piece of tracking information I got was even better than the actual delivery time.....


The Apple Rep called me again this morning to make sure I had everything I needed. Those who know me know that I'm a huge fan of Apple, and all this experience did is make me appreciate them even more. After I've had a few days with the Apple Watch I'll post something about it. Probably not a comprehensive review or anything, just some pros and cons.