The Mountain Lion upgrade saga - 10 days - no answer from Apple

Discussion in 'OS X Mountain Lion (10.8)' started by sonolento, Aug 2, 2012.

  1. sonolento, Aug 2, 2012
    Last edited: Aug 10, 2012

    macrumors newbie

    Joined:
    Aug 2, 2012
    #1
    This are the facts:

    1. Got a Macbook Air 2012 at FNAC in Portugal on June, 21st
    FNAC is the biggest french tech shop with stores all over Europe
    Got a normal receipt from FNAC with the normal data (price, date, VAT, etc.)

    2. Asked for the Mountain Lion in the Apple website on July, 31st
    The receipt was included

    3. Got an email saying the upgrade was refused because a serial number is missing

    4. Sent 2 emails to the support email (uptodatesupport-pt@apple.com), but nobody answers anything.

    Since FNAC stores never place the serial number on the receipt (they don't even have a field in the computer system for that), seems ALL FNAC buyers are going to be discriminated, being refused the Mountain Lion upgrade.

    What should I do?
    Is it normal that the support team doesn't answer?

    This is my first new Mac (had one second hand in 1997), and would like to know if a company like Apple gives any support to their costumers?

    Update:
    1. FNAC issued a new receipt with the serial number
    2. The new receipt was uploaded 2/8

    Status:
    1. Still no answer from the 2 emails sent to costumer support on July, 31st (10 days now);
    2. Still no upgrade code (more than a week after the upload).
     
  2. macrumors regular

    Joined:
    Mar 22, 2010
    #2
  3. macrumors Westmere

    GGJstudios

    Joined:
    May 16, 2008
    #3
    Is FNAC an Apple Authorized Reseller?

    Did you read the terms & conditions?
     
  4. thread starter macrumors newbie

    Joined:
    Aug 2, 2012
    #4
    Yep. Fnac is an Authorized Reseller.
    The store even comes listed in the form when one asks for the upgrade...

    ----------

    This is not true. In the Apple website www.apple.com/pt all EU member states are included:

    "Esta oferta só se aplica aos seguintes países: Albânia, África do Sul, Alemanha, Angola, Arábia Saudita, Argélia, Arménia, Áustria, Azerbaijão, Bélgica, Benim, Bielorrússia, Botsuana, Brunei Darussalam, Bulgária, Burkina Faso, Cabo Verde, Catar, Cazaquistão, Chipre, Congo, Croácia, Dinamarca, Egito, Emirados Árabes Unidos, Eslováquia, Eslovénia, Espanha, Estónia, Finlândia, França, Gâmbia, Gana, Grécia, Hungria, Iémen, Índia, Irlanda, Israel, Islândia, Itália, Jordânia, Kuwait, Letónia, Líbano, Libéria, Lituânia, Luxemburgo, Macedónia, Madagáscar, Malawi, Mali, Malta, Maurícias, Mauritânia, Moldávia, Namíbia, Nigéria, Noruega, Países Baixos, Paquistão, Polónia, Portugal, Quénia, Reino Unido, República Checa, Roménia, Rússia, São Tomé e Príncipe, Senegal, Serra Leoa, Seychelles, Sri Lanka, Suazilândia, Suécia, Suíça, Tanzânia, Tunísia, Turquia, Ucrânia, Uganda, Uzbequistão e Zimbabué e é válida apenas de acordo com os termos estabelecidos neste documento."
     
  5. macrumors regular

    Joined:
    Mar 22, 2010
    #5
    The offer is also good in Europe, it isn't mentioned on the us site, but for example the belgian website shows it's valid for Belgium, Spain, etc..
     
  6. thread starter macrumors newbie

    Joined:
    Aug 2, 2012
    #6
    The problem is not filling in the serial number in the upgrade form. The problem is that Apple refuses to give the upgrade (valid for all EU countries), because they don't like FNAC's receipts (because they don't have the serial number on the receipt).
     
  7. macrumors Westmere

    GGJstudios

    Joined:
    May 16, 2008
    #7
    Have you tried contacting FNAC and explaining the situation? They should be able to re-issue receipts with the serial numbers included, even if they're not standard receipts.
     
  8. macrumors regular

    Joined:
    Mar 22, 2010
    #8
    They don't want the FNAC receipt, just look at my first reply and use that serial number :confused:
     
  9. thread starter macrumors newbie

    Joined:
    Aug 2, 2012
    #9
    Tried that. They simply put the serial number on the invoice by hand, saying the computer system doesn't have a field for that.
    I uploaded the invoice with the serial number written by hand
    It was again refused...

    Why doesn't the Apple support answer anything (emails were sent about 48 hours ago)?

    ----------

    They do want the receipt. The serial number has been sent to them, and still they refuse the upgrade.
     
  10. macrumors Westmere

    GGJstudios

    Joined:
    May 16, 2008
    #10
    I can only guess that with the release of ML, there are likely many other issues such as yours that they're dealing with. It's very likely that they're not ignoring you, but just overwhelmed with the number of customer service calls and emails.
     
  11. macrumors regular

    Romf

    Joined:
    Jun 11, 2011
    Location:
    Paris, France
    #11
    Why don't you just call Apple and explain your problem? I'm sure they will do something for you
     
  12. macrumors 601

    Mr. Retrofire

    Joined:
    Mar 2, 2010
    Location:
    www.emiliana.cl
    #12
    Send me a pm (private message). We will solve this problem.
     
  13. macrumors 68000

    Reason077

    Joined:
    Aug 14, 2007
    #13
    FNAC sounds very suspicious. Why would you buy your computer from FNAC rather than FMAC?

    Are you absolutely sure your computer is a MacBook, and not a NacBook? NacBooks are inferior clones manufactured by the chinese company Mapple!
     
  14. macrumors regular

    Joined:
    Mar 22, 2010
    #14
    rofl
     
  15. thread starter macrumors newbie

    Joined:
    Aug 2, 2012
    #15
    FNAC is a french owned chain of stores in Europe.
    www.fnac.com
     
  16. macrumors 6502a

    Seamaster

    Joined:
    Feb 24, 2003
    #16
    FNAC's great. I wish we had them in the UK.
     
  17. thread starter macrumors newbie

    Joined:
    Aug 2, 2012
    #17
    Just called them and nothing is solved.
    They just refuse the upgrade, because the receipt has no serial number on it.
    They advise that I go back to FNAC and ask for a manual special receipt with the serial number.

    So, it's confirmed by Apple. Anyone who just normally buys a computer in a FNAC store doesn't get the upgrade.
    One needs a special receipt.
     
  18. Ksh
    macrumors member

    Joined:
    Jul 9, 2012
    #18
    In Spain all users who bought any Mac from FNAC where sucessfully validated tho the "up to date" program these days :=)

    So, if you let me an advice just contact with Apple Care from Portugal and try to find an agreement to validate your request and upgrade.

    Have you tried asking FNAC for a detailed bill including S/N ?

    Have a nice day!.
     
  19. thread starter macrumors newbie

    Joined:
    Aug 2, 2012
    #19
    Just called them. They refuse to give the upgrade.
     
  20. macrumors 601

    Joined:
    Jun 19, 2007
    Location:
    Plymouth, MN
    #20
    Kind of - they need a receipt that meets Apple's requirements for their up-to date program - something that FNAC should be responsible for. They need a receipt with a serial number printed on it to make sure that the Mac was properly purchased. Sounds like they don't do this by default.
     
  21. thread starter macrumors newbie

    Joined:
    Aug 2, 2012
    #21
    I'll go back to FNAC this afternoon.

    It's really bad one must do so much to get an upgrade. After all, FNAC is an Apple partner (they always have the latest products in stock on the first days). Strange that FNAC and Apple don't have the rules properly dealt with, so that an innocent costumer doesn't need to beg for a new receipt.
     
  22. macrumors 6502a

    Seamaster

    Joined:
    Feb 24, 2003
    #22
    For the sake of £14 is it worth all the hassle?
     
  23. thread starter macrumors newbie

    Joined:
    Aug 2, 2012
    #23
    So you thing all this hassle is meant for people to give up the free upgrade and get forced into paying...
     
  24. macrumors 6502a

    GerritV

    Joined:
    May 11, 2012
    #24
    Absolutely, because Apple might refuse support, waranty etc. as well.
     
  25. macrumors Westmere

    GGJstudios

    Joined:
    May 16, 2008
    #25
    Apple isn't going to refuse support or warranty on any Mac because of a receipt, or lack thereof. Warranty is tied to the serial number of the computer, no matter who owns it or where they bought it. You can verify remaining warranty/AppleCare coverage for any Mac by entering the serial number here.
     

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