Well this is fun! I finally got my Apple Vision Pro in Glasgow, but it turns out it's not actually my Apple Vision Pro.
It's in the right box, but it's a 256GB model, not a 512GB, and the serial number of the device doesn't match my order. I have to assume that the store in San Francisco mixed up devices when they were packing them. And somebody in SF got a free upgrade to a 512GB one.
I suspect they would say “just bring it back”, but that's kinda hard now that I'm 5,000 miles away. Fuck.
An update! After 90 minutes on the phone, Apple's Vision Pro after sales support have conceded that the SF store mis-picked my Vision Pro, and packed somebody else’s in my box. But they say the store now needs to fix the problem, and they can't do anything.
Now, I have to wait for the SF store to wake up, and then they are going to call the store on my behalf, and we'll see what happens next.
They are aware of the complexity involved in me being on the other side of the world.
@jamesthomson Once had a similar situation having received a stock iMac instead of the customized one I ordered. Thankfully I live near an Apple Store where I’d chosen the pick up option. They actually found the iMac I was supposed to have received, but I spent two hours at the store while they tried to figure how to give it to me. On paper they couldn’t because I had “returned” it. It was supposed to go back to Apple. Crazy saga but I can see it was nothing compared to your situation!
@jamesthomson I had to deal with this fuckery in reverse many years ago with an iPhone 5. Getting Apple corporate and Apple retail on the same page was a bigger hassle than it should have been.
@jamesthomson What sort of resolution are you hoping for? Obviously you want the version you ordered, but I’m thinking if you’re shipped a replacement, you’ll likely have to pay import taxes again, right?
@jamesthomson Another outrageous example of Apple's arrogance. I really wish I could jump platforms, but because of my family and investment in the hardware I am locked in....for now.
@jamesthomson I’m surprised that something like this would even happen. One would assume that they’d need to scan the box at various steps of the process and scanning a mismatched sku/barcode should’ve been flagged.
Update two! After two and a half hours on the phone, I have been escalated another three (?) times, and I'm now talking directly to somebody in Apple Online Store management.
They are “taking ownership of this problem”, but currently do not have a workable solution. The only way on paper to solve this is for me to go back to SF with the Vision Pro, but they also accept that is not feasible.
They will get back to me in 48 hours. I now have a name and direct phone number. Feels like progress!
@tapforms@jamesthomson Today developer-targeted items like the Apple Vision Pro Developer Strap come at an extra special 30x mark up because they know we are the real duces that buy their most expensive hardware, pay a subscription, make software to sell their gear, pay them 30% of the money we make, then use the rest to buy ads so that people can find our software, so that we can continue buying their stuff.. 😮💨
@jamesthomson been working on getting 2.5k € apple accidentally did not transfer to our bank account due to a bug in their online store software back for 3 months now. They acknowledge it is broken but repeatedly cannot transfer it. I envy your „name and direct number“ as I am going through all the layers of phone support again and again 😂
@jamesthomson You’ve got pals in SF. I’m not there right now but I imagine someone you trust can do the swap and ship it back if needed? (Not that I’d want to be shipping that thing back and forth)
@jamesthomson@Gte That's probably the most realistic solution. Have them pay you back the difference. Shipping it back will most likely end up costing a lot of £££ in import fees (assuming pays for shipping). Plus we'll all have Vision Pros 2 a year from now so you only have 1 year to fill those 256GB ;)
@jamesthomson How do we create a critical incident at the Buchanan Street store, which someone needs to fly over from Cupertino to sort out? They can bring you a new Vision Pro, and arrange a high profile, all smiles handover at the store. Lots of cheering staff. And they can use it to announce the UK on-sale date. A PR dream for Apple! 🏴 🥽 🎲 😀
@jamesthomson I was trained to take ownership of problems, and I have seen very little follow through from others who profess the same. But I hope that’s not the case for you. 🤞
@jamesthomson if they’ve admitted fault over the phone, that would have been recorded, no? I would think you’d be off the hook for any charges for shipping, including some unreasonable import tax.
@jamesthomson I find it fascinating that they are willing to talk to you at all, since it’s a US-only device (for now) that you exported. I always supposed that I’ll be on my own in similar case when a problem pops up. More power to you!
I hope for you to get a fair compensation. (Including the supposedly overpaid taxes too)
Update three! Well, a different person got back to me via email, to say “Thank you again for your time and for bringing your order to our attention. Please feel free to call us with any additional questions or concerns”.
I am not certain if this is a holding pattern reply, or if this is the “resolution” to the case? I would hope not, after what was said on Friday about how it was their mistake I got the wrong Vision Pro.
I guess I will call them tomorrow evening if I don't hear anything else.
Update four! Apple has refunded me the difference between the two Vision Pro configurations, which is what I originally asked for. Seemed like the most sensible way to solve the problem, rather than shipping hardware around the world again.
I am entirely happy with this outcome, and props to the Apple Online Store folk for actually sorting this out.
@jamesthomson Awesome! Sounds like a pretty good outcome after all. Do you know if they managed to register the right serial number for your Apple ID too?
@jamesthomson Glad this got sorted and it brings me to a question I've been meaning to ask everyone with an AVP — how much storage are people actually using.
I get the impression everyone assumed they'd need tons of storage like they buy 1TB iPhones but only use 195GB tops.
@oliverhaslam I think it might depend on how much video I record on the thing, but I don't see it running out of space due to apps any time soon. We shall see!
@jamesthomson Seems like the right way to go all around. I’m sure if you like it enough, you'd end up getting a newer version at some point anyway, probably with more storage.
I just wish we could have regular glasses with all that in there. Maybe some day.
@jamesthomson@josh not sure about Apple Retail, but Apple Corporate does not observe Presidents Day, so whoever you've been escalated to may very well be working tomorrow.
@Mihir While there may be some people in the organisation who think of me with a degree of fondness, I don't imagine that translates to the company doing anything!
@jamesthomson I’m sure you’ve considered this, but is is possible for them to refund you the $200 for the storage upgrade? Bummer that you wouldn’t get what you ordered, but perhaps it’s a practical compromise?
@jamesthomson Oh, that’s bad service communication. It isn’t even a status report. I’d have expected a sentence in the middle that at least says either they’re working on it or they’ve closed the case.
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