According to the Apple website, purchasers of the new iPhone 4S being shipped today must print out the “Shipment Release Authorization” form with a signature and leave it on the front door of your shipping address if you will not be home to receive the shipment. The form clearly states:
“Affix to your front door before 8AM on the day of expected delivery.” It then goes on to state, “UPS will not deliver the package unless this release authorization is present for the driver to collect when the delivery is attempted.”
Based on this document, it would be safe to assume that Apple and UPS have an agreement in place to honor this signed UPS Release Authorization. Unfortunately, that’s not the case.
I’ve been eagerly anticipating the delivery of my Apple iPhone 4S all day. Unfortunately, I had to leave the house in the middle of the afternoon for a doctor’s appointment. So, following the instructions I received from the Apple website, I filled out the UPS Release Authorization and left it on my front door. I even left a note on the back door with instructions on where exactly to leave the package.
When I returned home, I was greeted by a UPS InfoNotice explaining that I had failed to leave the required Release Authorization form. Where was this InfoNotice left? On my BACK DOOR! Had the driver gone to the front door (which seems like a logical thing for any delivery service to do first, rather than lurking around the back of my house) he would have seen the large form front and center with my signature (per the detailed instruction on the form I mentioned above).
Furious that the package was not left, I called UPS to demand an explanation. I was informed that I could pick up the package myself at the warehouse later in the evening… thus defeating the purpose of ordering my iPhone 4S online since I now have to drive to pick it up and wait in line with several other disgruntled consumers. I should have just gone to the store and waiting in line. I’d have my phone and wouldn’t have to deal with UPS.
Annoying? Yes. But not typically enough to warrant a blog post. However, when I received a call from the UPS Warehouse I was informed that the UPS Release Authorization does not apply to the iPhone. “Sir, this is a special and we have thousands of these things to deliver today,” according to the warehouse rep. “I apologize if Apple misled you.”
So, who is at fault here? Is it UPS for failing to go to the front door which should be standard protocol? Or is it Apple for assuming that UPS was capable of handling the delivery of their products? Or was it both for not getting this process right?
Unfortunately, other customers will probably have the same response I am currently having. I don’t see this as Apple’s fault. I believe it’s UPS’s responsibility to educate and inform retailers when special circumstances apply. I expect UPS to be consistent with their story when a customer complains – not have the corporate customer service folks never mention that an in person signature is required compared to the local customer service rep saying it is indeed mandatory.
Well, Apple may have had over 1 Million pre-orders in the first 24 hours, but next time around, it will certainly be 1 less if UPS is the delivery service of choice.
