Dear Steve: What does Apple have against Puerto Rico?
July 27, 2010 - By Justin E. Gehrke
On June 15, 2010, pre-orders for the iPhone 4 began in what can only be characterized in an underwhelming fashion. You may recall the pre-ordering drama that ensued when both the Apple and AT&T websites fell victim to millions of would-be iPhone 4 owners. Of course, all the kinks were worked out and within days the pre-order machine began to hum again. Though the problems were solved for citizens in the continental U.S., Hawaii, and Alaska, they were only beginning for residents of the U.S. Territory of Puerto Rico.
It is unclear how many Puerto Rico residents ordered their iPhone 4, via the Apple website. What is clear is that any ordered placed for shipment to Puerto Rico was cancelled. How do we know this? Well, yours truly was one of the victims. I personally know seven others who received the same treatment. (Note: The issue has also arisen now, with Apple’s iPhone Case Program. No shipping to Puerto Rico.) Yes, within days, I was among the many who Puerto Rico residents who began complaining of iPhone 4 orders being arbitrarily cancelled. Of course, I personally assumed there must have been a mistake. So, like any concerned consumer, I called Apple. They said they were sorry, but they didn’t ship to Puerto Rico. I explained that I understood that to normally be the case but that my order successfully processed, had been verified, and even updated. They still insisted that there was nothing that could be done. What follows is, as Paul Harvey would say, the rest of the story….
Again, like any concerned consumer, I decided to write Apple. Since he seems to be so responsive to others, I decided I might as well send it to the top. Yes, I emailed Steve Jobs. I also telephoned the office of Puerto Rico’s Resident Commissioner and Representative in Congress, the Honorable Pedro Pierluisi, for the purpose of including his office on the Cc: line. In my mind, someone would receive the email and, at a minimum, pass it on to a summer intern who would send me back a heartfelt apology and their assurance that the matter would be looked into further. For Apple’s part, I imagined that the apologetic email would also include a link to Apple’s vast legal terms and conditions. Unfortunately, that never happened. I waited a week, then two, and then three. Tomorrow, will be one month, since I emailed Steve and my Representative. Today, I’m giving up and accepting the fact that neither Steve nor my representative in Congress is going to say… or do… anything.
What am I left with now? Is there nothing else I can do to have this grievance addressed? There is one thing left to be done, and it’s being done here. As the founder and editor of Geek Shui Living, I’m using this tech news and blog forum to post my email to Steve. Hopefully, other U.S. citizens in Puerto Rico, as well as U.S. citizens across the country who also recognize the disparate treatment involved, will pass it on, and bring attention to what can only be characterized as a potentially discriminatory practice. The email, in its entirety is posted below for all to read. Read it. Imagine yourself in the same position. Finally, if you agree, share via Twitter and Facebook. Alternatively, you could just email the link to Steve. Who knows? Maybe, he’ll be gracious enough to answer you.
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Hope Steve responds soon!
See this as an opportunity to get a better phone than the iphone. I.E. an android phone.
Very good letter. You write everything I also think. I could tell you to try again your order, I heard of many people who placed their orders during the pre-orders and their orders where cancel because the system was overload and their the orders where duplicate. Maybe your call to fix the address raise a flag duplicating it and the system cancel it. I ordered mine online at AT&T and get it 13 days later, however I read your complaint is with the Apple store, not AT&T. There should be something more… Did you know that the servers that Apple use are HP and build here in Aguadilla, Puerto Rico? Also the data centers for this servers are monitored here. There is not need to ship this small items from the US to PR with all these exportation declaration forms. Customs don’t even open it, the only use for it is for the treasury or environmental agencies. We manufacture and export ITAR controlled products and in the ITAR guidelines the control is very strict in software, hardware and missile technology, but Apple products are toys with the kind of technologies we manufacture and develop in the island for the DoD.
Don’t get frustrated, try the order again. Use AT&T and if you still not feel happy with Apple decision, you can fill a inquiry with the Federal Trade Commission. They will investigate any practices, customer violations and even if a monopoly exist. That is like DACO here.
http://www.ftc.gov/
https://www.ftccomplaintassistant.gov/
You will receive your reply if this agency start a investigation and Mr. Steve Jobs will know where Puerto Rico is located if he don’t know yet. A company needs to satisfy it’s customers and their shareholders and I know there should be a lot of puertorricans with AAPL stocks. It’s good to CC your congress representative. You can see how Fortuno when he was our congress representative block a merge between satellite radio companies until they agree to offer service to the Caribbean. http://www.orbitcast.com/archives/interesting-merger-comments-from-puerto-rico-reps.html
Seems that many are surprised that Puerto Rico many times are treated a bit differently when dealing with purchases from continental USA.
Reasons used… We don’t there… Or we charge much more to ship there (UPS Fedex or aircargo) We aren’t set up to do Customs paperwork…… which is not needed…And please send it by US mail as the smart companies do… For 40 years I believe I’ve heard most of the reasons/excuses.
Please don’t be surprised. This has been going on for years. Even after the PR Gov’t passed a law that if a company treats PR as an international destination the PR Gov’t will by legal means forbid that company from doing any business in PR.
Back when Steve held that press conference about the ‘Antennagate” a few days ago, I lost count of how many times he repeated that they love their customers. He forgot to say: “unless you live in Puerto rico” This is where giants fail. A few years back, when Palm was already in financial trouble, I paid $499.00 to the Palm online store for a Windows Mobile Treo Pro, on pre order. It was shipped to my house the same day of the release without hesitation. After a moth, some people started noticing hairline stress marks on the housing of the first batch of units and Palm decided to do the right thing and offer replacement units to those with the problem. Now, this problem never made it past some technical blogs and calls to customer service, it was never mainstream. Palm did not have to wait for CNN or Consumer Reports to report about it for them to act on behalf of their customers. I emailed Plam and they generated an RMA number and sent me a brand new revised unit via FedEx to my home, guess where? Puerto Rico. Palm did not care where I lived, did not cake the first day when I preorder the phone. Their customer had a problem and they took care of it, is that simple. Palm never held a press conference to tell me how much they love me as a customer, but came true when I needed them. These actions were taken by a company that was struggling to keep their stock at around $10.00. Not the supper mighty Apple, that has solid numbers and profits that are only exceeded by MS and oil companies. I ask myself, Who truly loves their customers?
It seems DACO is working on it: http://www.elnuevodia.com/dacoreclamacarcasasgratisparaclientesdeliphone4-749686.html
Maybe they got you confused with Puerto Rico in Hidalgo County, Texas. (location is 26°38′57″N 98°20′43″W), and they would’nt want to deliver there.
(chill, I’m also from P.R. Here in SC they don’t believe we’re citizens)
I just received an email from Apple saying that my order has been reinstated!!!
I also emailed Steve about this issue a couple of weeks ago but didn’t got a response either.
Apple is just a bunch of morons. I wrote to Apple addressing my concerns about the issue. As far as am concerned is a discriminatory and unfair policy.
Screw them. I’m going with Motorola instead.