Unauthoritative Pronouncements

As I detailed in the Release section of my Apple TV post, I had some problems with the way the initial launch went. The package that I didn’t want, but needed to return once it arrived, never got into my hands. Where that package is, I don’t know. I repeatedly tried to get in touch with OnTrac, only to be referred to Apple’s customer service line. If I was out the money for the TV, then I was out the money for the TV, I just wanted to make sure OnTrac put it on the landing in front of the door to my apartment, and not anywhere else in the universe. If some unscrupulous thief made off with the package then that’s not OnTrac’s fault.

After briefly bouncing around some automated phone tree branches I was on the line with Alex. He was sorry to hear about my issues, and said they had been having some problems with OnTrac. He had the same tracking info I had, and said that they would open a service ticket with OnTrac and talk to them about the delivery. He did mention that if they found there was an issue they’d send me a new one. I didn’t think much of it at the time, because why would they ship me a new one? If I had, maybe I should have explained I was going to return it anyway.

Well, they shipped me a new one with FedEx. It arrived at the bottom of the stairwell, not the landing, but at least it was the right stairwell, and at least I had it.

I’m not sure what the specifics of Apple’s policies are here, or what happened to the first Apple TV, but it sure goes above and beyond at making me feel better about Apple as a company. Thanks.