Apple does not accept return of more than 1 MBP per year

[hajime]

Hello, I bought a MBP 2017 about two months ago but I did not like the keyboard and heard about issues due to design fault. So, I returned it for a full refund. While I was going to order a MBP 2018 (based model with an upgrade to 1TB SSD) through the Apple online store since they don't sell 1TB version in store, I double checked with the chat agent of Apple Canada. I asked him if I am not satisfied with the product due to things such as thermal throttling, can I return this built-to-order machine purchased via the Apple online store to a physical store. He said yes but I can only return product once. I mentioned that I returned 2017 MBP due to design fault of the keyboard. He asked me when. I said about 2-3 months ago. He said that in this case, I will not be eligible for a return because the "system" will detect that I try to return more than one MBP within a year. Is this really true? In the past, another Apple employee said that there is no problem in returning multiple MBP for refunds.

Keyboard design faults, thermal throttling and marketing fraud are all Apple's faults. Why we consumers pay top money and being cheated by Apple cannot return more than 1 MBP within a year? If this is really true, I will choose another manufacturer. Wasted 3 years waiting but the products for the past 3 years are nothing but issues.

 

[Matthew9559]

That's interesting. I know companies do have policies in place to handle people that make multiple returns in a short period and they hold the right do deny a return in that case. Once a year for a computer sounds a bit extreme but not totally unheard of. I'd personally go to an Apple store, talk to someone (I'd say a manager), explain your scenario and get their name. Hopefully that will save you from any trouble with a potential return.

 

[vaugha]

Totally agreed. I'm a Canadian also interested in knowing their policy regarding returns. I didn't have issues doing multiple returns many years ago but they might have changed it recently.

 

[Closingracer]

Hello, I bought a MBP 2017 about two months ago but I did not like the keyboard and heard about issues due to design fault. So, I returned it for a full refund. While I was going to order a MBP 2018 (based model with an upgrade to 1TB SSD) through the Apple online store since they don't sell 1TB version in store, I double checked with the chat agent of Apple Canada. I asked him if I am not satisfied with the product due to things such as thermal throttling, can I return this built-to-order machine purchased via the Apple online store to a physical store. He said yes but I can only return product once. I mentioned that I returned 2017 MBP due to design fault of the keyboard. He asked me when. I said about 2-3 months ago. He said that in this case, I will not be eligible for a return because the "system" will detect that I try to return more than one MBP within a year. Is this really true? In the past, another Apple employee said that there is no problem in returning multiple MBP for refunds.

Keyboard design faults, thermal throttling and marketing fraud are all Apple's faults. Why we consumers pay top money and being cheated by Apple cannot return more than 1 MBP within a year? If this is really true, I will choose another manufacturer. Wasted 3 years waiting but the products for the past 3 years are nothing but issues.

To deter fraud ? It’s just a nasty side effect in your case if true

 

[hajime]

I don't think people in store would want to put something in writing. For example, I went to a local Apple Store. I told them that I heard the external keyboard has bent issue and ask if I could get a refund if I end up one like that. They asked the manager and said it is case by case. They did not want to put it in writing. Then, they denied such issue and said that I could pay first and open in the store. If it bent even before I use it, I could get a refund but not if I take it home. The even joked around as if I were a fool by saying that: a) how could the keyboard bent when the box is not bent? b) The keyboard is made of one piece of metal, not one layer of plastic + one layer of metal. They are actually the ones who did not know what they are talking about.

 

[Painter2002]

Hello, I bought a MBP 2017 about two months ago but I did not like the keyboard and heard about issues due to design fault. So, I returned it for a full refund. While I was going to order a MBP 2018 (based model with an upgrade to 1TB SSD) through the Apple online store since they don't sell 1TB version in store, I double checked with the chat agent of Apple Canada. I asked him if I am not satisfied with the product due to things such as thermal throttling, can I return this built-to-order machine purchased via the Apple online store to a physical store. He said yes but I can only return product once. I mentioned that I returned 2017 MBP due to design fault of the keyboard. He asked me when. I said about 2-3 months ago. He said that in this case, I will not be eligible for a return because the "system" will detect that I try to return more than one MBP within a year. Is this really true? In the past, another Apple employee said that there is no problem in returning multiple MBP for refunds.

Keyboard design faults, thermal throttling and marketing fraud are all Apple's faults. Why we consumers pay top money and being cheated by Apple cannot return more than 1 MBP within a year? If this is really true, I will choose another manufacturer. Wasted 3 years waiting but the products for the past 3 years are nothing but issues.

I have never heard of Apple doing this, but I can see it being a possibility to deter refund fraud. Unfortunately retail chains and manufacturers sometimes have to enforce these kind of policies due to others who have abused the system, and that rolls over to others who are innocent victims of policy.

If you like the product in the store, and order one and it later has a legitimate issue I don't see why Apple wouldn't honor a refund or fix it under warranty, even if it is the second return you've had in a year. If there isn't anything wrong with the machine (i.e. you just don't like the way it runs/feels) I could see Apple enforcing that return policy. Keep in mind a policy is just that, a policy... they are more like guidelines. Exceptions can usually be made if a manager deems it is warranted.

You could always ask someone else within Apple if that information is correct on the return policy, but IMO if you are that on the fence about whether you like it that the 1 return a year policy turns you off, it may be better to shop around at other brands that might be a better fit.

 

[shyam09]

I've returned 1 Macbook, 1 Macbook Pro 13", 1 Macbook Pro 13" within 2 months [in the US].

TBF - I was test driving the MB and MBP, and decided to wait until WWDC. WWDC came and went with no new models so I ordered the last MBP for keeps. That's when I scored a great deal on a 15" MBP, so I ended up returning the 13".

That being said, I would bet anything the rep you spoke to has no clue and is spewing **** out of his ass.

As long as you haven't abused their return policy (buy and return like a dozen times in short amount of time), you should be fine. From the looks of your post, there is no reason for Apple to deny you.

Also, 2017 MBP is not the same product as the 2018 MBP, so you can kinda smell the BS cooking.
[doublepost=1532046990][/doublepost]

I don't think people in store would want to put something in writing. For example, I went to a local Apple Store. I told them that I heard the external keyboard has bent issue and ask if I could get a refund if I end up one like that. They asked the manager and said it is case by case. They did not want to put it in writing. Then, they denied such issue and said that I could pay first and open in the store. If it bent even before I use it, I could get a refund but not if I take it home. The even joked around as if I were a fool by saying that: a) how could the keyboard bent when the box is not bent? b) The keyboard is made of one piece of metal, not one layer of plastic + one layer of metal. They are actually the ones who did not know what they are talking about.

Is that the only store near you? If so, I would go to another store. These people sound like a complete PIA and I'd rather not deal with them.

Also, Apple has a 14 day, no questions asked return policy. If the item is defective out of the box or you notice something wrong with it within the 14 days, you can go in and return the item. Putting something like that in writing - especially when the return policy exists - puts unnecessary liability on the store.

 

[haruhiko]

If unlimited returns are allowed, everybody can start their own tech review channel and earn big bucks.

 

[hajime]

I've returned 1 Macbook, 1 Macbook Pro 13", 1 Macbook Pro 13" within 2 months [in the US].

TBF - I was test driving the MB and MBP, and decided to wait until WWDC. WWDC came and went with no new models so I ordered the last MBP for keeps. That's when I scored a great deal on a 15" MBP, so I ended up returning the 13".

That being said, I would bet anything the rep you spoke to has no clue and is spewing **** out of his ass.

As long as you haven't abused their return policy (buy and return like a dozen times in short amount of time), you should be fine. From the looks of your post, there is no reason for Apple to deny you.

Also, 2017 MBP is not the same product as the 2018 MBP, so you can kinda smell the BS cooking.
[doublepost=1532046990][/doublepost]
Is that the only store near you? If so, I would go to another store. These people sound like a complete PIA and I'd rather not deal with them.

Also, Apple has a 14 day, no questions asked return policy. If the item is defective out of the box or you notice something wrong with it within the 14 days, you can go in and return the item. Putting something like that in writing - especially when the return policy exists - puts unnecessary liability on the store.

I called the store nearest to me. I asked them if they have the model I want in store. The guy said he did not know!!! He asked me to check the online store and if it is available to pick up on the same day, it means that they have it in the store. Why didn't he know? He could easily check the stock. Half an hour later, I called again and asked the same question. Again, I got the same answer. I then told him that I had no access to the computer and that if they had it in the store, I would go there to buy it right away. He then told me that except for the one with i9, they don't sell any model with 1TB SSD in store.

When I asked the agent in the online store why it takes at least 11 days for delivery. He told me that it is because in Canada, Apple does not keep different configurations. Any build to order have to come from the USA. That is why it takes so long for delivery. Sounds like BS. This is the same guy who told me that Apple's "system" does not accept return of more than 1 MBP in a year.

 

[FrozenDarkness]

This is what will most likely happen:

1. You bring in your second laptop in a year to return
2. Something pops up on the little ipod they use to process the return
3. THey find a manager to sign off
4. Manager signs off you're on your merry way

My understanding is that apple rarely enforces non-user friendly policies. Also, they usually have to warn you at return time or at purchase time or it seems pretty illegal to say you can't return anymore.

 

[DeanL]

Their return policy does not mention any return limits:
https://www.apple.com/ca/shop/help/returns_refund

[doublepost=1532049662][/doublepost]

He then told me that except for the one with i9, they don't sell any model with 1TB SSD in store.

Here's my story: I wanted the MacBook Pro Touch Bar 13" Mid 2018, 2.7 GHz i7, 16 GB RAM, 1 TB and so I went online to see if the in-store pickup was available, and it did not display this model (because it's normally a special configuration). I also called and the inventory specialist told me they don't have these configs.
When I showed up at the store, they could actually see that they had it in stock, and everyone at the store was surprised because they normally don't carry special configs, and they never had a memo or anything saying that they now do.

 

[hajime]

In one store, for the 2017 models, they told me that they never carry build-to-order models. In another store, they told me that for build-to-order models, they only carry top-of-the-line ones.

For the 2018 models, they both carry i9 one with 1TB SSD. Given the issues, who wants to pay a lot to buy it?

 

[mmomega]

I have heard of many companies with this rule. Some even banning repeat "offenders" and just not allowing them to makes any returns in the store.
Amazon does it
BestBuy does it
Newegg
Target
Lowes

Almost ever store has an "unwritten rule" for repeat returners.

It's really like, if there is a product that you are most certain you have concerns with. Don't buy it.

If a house I was looking at buying has a potential bad foundation. I'm out.
If a vehicle is known for having issues, I'm finding something else.
If a restaurant is known for have terrible food, I'm not going.


I do not understand the concept of making a purchase on any THING that you are skeptical about prior to the purchase. To me it is a waste of my time to put into even making the purchase if I am fairly confident I won't be happy with it.

It is just very odd.

 

[mtneer]

I have heard of many companies with this rule. Some even banning repeat "offenders" and just not allowing them to makes any returns in the store.
Amazon does it
BestBuy does it
Newegg
Target
Lowes

Almost ever store has an "unwritten rule" for repeat returners.

It's really like, if there is a product that you are most certain you have concerns with. Don't buy it.

If a house I was looking at buying has a potential bad foundation. I'm out.
If a vehicle is known for having issues, I'm finding something else.
If a restaurant is known for have terrible food, I'm not going.


I do not understand the concept of making a purchase on any THING that you are skeptical about prior to the purchase. To me it is a waste of my time to put into even making the purchase if I am fairly confident I won't be happy with it.

It is just very odd.

Its like subway surfing or base jumping - there is a certain thrill on riding on the other side of the edge. Inviting and avoiding the ban hammer is more of an adrenaline rush than plain old doing your research, and buying the product you want.

 

[lambertjohn]

A bunch of bunk. Apple will happily return anything you purchase as long as it's within the 14 day return period.

 

[mikethebigo]

A bunch of bunk. Apple will happily return anything you purchase as long as it's within the 14 day return period.

This has been my experience as well. Their margins are so high and they resell refurbs, they don't care about returns.

If the return policy doesn't mention it, it's not policy.

 

[leman]

Total nonsense. Apple never had any such limits. Sure, if you buy and return a large number of machines they’ll probably flag you, but your case is absolutely reasonable.

 

[hajime]

Just went to an Apple Store. The sales said that they don’t want people to keep building and returning and if that is what they said, that would be the official policy.

 

[FrozenDarkness]

most companies won't refuse a return. They'll offer you a stern warning or just ban you altogether. But they still have to accept your return because it's legally required in most locales to have a return policy.

 

[Schranke]

Just went to an Apple Store. The sales said that they don’t want people to keep building and returning and if that is what they said, that would be the official policy.

no they do not want people to keep doing it over and over, but as you said you did it 3 months ago with another years model, you do not fit the description of one who is misusing their return policy

 

[hajime]