Apple Eliminating Restocking Fees at Apple Stores, Adding Personal Setup for Macs

[daveathall]

Im from the UK, means nothing to me, if I don‘t like the product after 2 weeks, I fight my way past the feral hoards of serial returners/renters and return my product.

Did I say serial returners? Have never seen one.

 

[0098386]

What a mighty fine move!

I can actually see this as being a good solution for dead pixels. God knows I don't want to blow £1700 on an iMac only to have a dead pixel on that display.

 

[meatballs]

Im from the UK, means nothing to me, if I don‘t like the product after 2 weeks, I fight my way past the feral hoards of serial returners/renters and return my product.

Did I say serial returners? Have never seen one.

Charging a "restocking fee" would be illegal here. Cell phone reception is awesome with lots and lots of carriers to choose from - I love living in Europe.

 

[ericinboston]

No restocking fees is yet another wall taken down by Apple to further the customer experience in one of their stores. Bravo.

Exactly. I hated the policy and only had to return a Mini once (2003 roughly) and I demanded the fee be waved because it was defective and I didn't want another.

Apple clearly is making billions in their margins. My guess is that there are very few returns for opened, non-defective items...which they sell anyway at 5% "open box" prices anyway....still making billions in margins.

 

[CplBadboy]

Good news on that front.

That 'policy' was probably bordering on what we call extortion therefore illegal. The customer shouldnt be penalised. I purchased an iPad for the missus at Xmas and the only way she would know whether it was of any use would have been to unpackage it and use it. Had she not found it comfortable to use then it would have been returned without this apparent restocking fee. Regardles of Apples policy.

Here in the UK the law sort of makes Apple return policy redundant. Thats why I never recommend Applecare to be purchased in the UK as the hardware is covered by consumer law for up to 5-6 years. For an iMac that decides to malfunction after 1 year or 2 years or thereafter the law states that Apple must fix it as depending on purchase price the item must have a reasonable lifespan. therefore a 3000 configured iMac will almost certainly be covered for a very long time rendering The Applecare a non requirement. Because Apple know this thats why UK prices for Apple products are higher than anywhere else because of this little clause. If any customer has fallen into a restocking fee trap I would urge them to seek legal aid and get the money back too.

Most likely the legal eagles have had a word in SJ shell like and brought him down a notch or too. Just remember Apple you are far from above the law although sometimes they like to think they are. All in all a good day for the customer.

 

[Consultant]

Anyone find this coincidental that they are planning this the same day as the alleged 'VZW iPhone announcement' event? It's odd that they would do something like that the same day.

BL.

Maybe Verizon still limits 3g phone to either voice or data (unlike GSM 3G on AT&T), so iPhone fans will not like the Verizon version?

 

[aristobrat]

Oh and it's really easy to stop scammers. Everything (expensive) that Apple sells has a serial number tied to it, so they can just look it up in the system and see when it was bought. There is no way that people can return an item that is not within the 15 day window.

Scamming isn't trying to return the item after the 14-day return window. Scamming is the person that only buys an iPad or a MacBook Air because he wants something to do on the plane flights to/from his week long vacation, knowing he'll return it as soon as he's back.

Here in the UK the law sort of makes Apple return policy redundant.

Anytime a UK person starts up a thread about "Why are UK Apple prices so much higher than the US?!", I'm linking back to your reply.

 

[GeekLawyer]

Scamming isn't trying to return the item after the 14-day return window. Scamming is the person that only buys an iPad or a MacBook Air because he wants something to do on the plane flights to/from his week long vacation, knowing he'll return it as soon as he's back.

Maybe Apple believes they can convert a sufficient number of those "sales" into permanent sales once people use the merchandise. Maybe there's a personal limit somewhere, too. How many times can I buy and return a MacBook or iPad before Apple says "no."

 

[aristobrat]

Maybe Apple believes they can convert a sufficient number of those "sales" into permanent sales once people use the merchandise. Maybe there's a personal limit somewhere, too. How many times can I buy and return a MacBook or iPad before Apple says "no."

Personally, I think it's because their #1 reseller (Best Buy) just dropped their return policy, giving people a very good reason to not make their next purchase at Apple.

But yeah, I'm sure they'll do some credit card tracking to limit returns of habitual returners (like flagging the transaction before the purchase concludes, where they can tell the customer that the item isn't returnable without a restock fee, or simply deny the sale all together), like they did with preventing excessive iPad/iPhone sales during launches.

 

[Primejimbo]

As to the Mac set up issue- how hard is it to create an iTunes account and use the Mac App store?!

Not everyone knows how to do this. I had to set up my moms, and in-laws and showed them stuff. To assume everyone knows how to do this is ignorant.
Apple going the extra mile to help people only makes them look better to new customers who are not good with tech stuff and makes a more welcome feeling.

 

[RobinMc]

Wonderful for customers!

I have in the past returned items. ONLY to upgrade to a more GIG item. So in the end APPLE got more $$$ out of me by letting me exchange the item AKA: Itouch-ipad-and MAC! I'm not complaining just saying that the no restocking fee was nice... I have to mention: THE APPLE STORE did NOT charge me a restocking fee even tho they could have. They waived it. I love Apple/ BRIARWOOD, Ann Arbor MI. They are all great people!

 

[mdatwood]

Scamming isn't trying to return the item after the 14-day return window. Scamming is the person that only buys an iPad or a MacBook Air because he wants something to do on the plane flights to/from his week long vacation, knowing he'll return it as soon as he's back.

Wow, that's a lot of work just for something to do on a plane flight. There is no reason to screw over the majority of your customers just to 'catch' the type of person described above. Eliminating the restocking fee is a good move.

 

[Digitalclips]

My thoughts exactly. And we, who think first before we purchase, have to pay for their stupidity. I hate that idea.

Think of the bigger picture. It will attract more PC users to switch who are scared to, more sales more profit better for us all.

 

[nick9191]

Been enjoying the no restocking fee in the UK for a while now since it's illegal.

Kudos to Apple though for doing this for no reason other than improving customer experience.

 

[Digitalclips]

I have in the past returned items. ONLY to upgrade to a more GIG item. So in the end APPLE got more $$$ out of me by letting me exchange the item AKA: Itouch-ipad-and MAC! I'm not complaining just saying that the no restocking fee was nice... I have to mention: THE APPLE STORE did NOT charge me a restocking fee even tho they could have. They waived it. I love Apple/ BRIARWOOD, Ann Arbor MI. They are all great people!

I find their on line service just as good. I had missed out on the date to upgrade my Final Cut Pro studio at the low price and a newer version came out which meant a very expensive update was now my only path forward. I phoned and asked if they could let me off the massive jump in price I'd let myself in for by delaying. The lady checked my history, saw I'd purchased every upgrade except the last one (plus many Macs over the years) and said "No problem." I was charged only for the manuals for FCPro Studio 2 and even received free shipping. They are always a pleasure to deal with.

 

[bommai]

Costco still has the best return policy - 3 months. No restocking fee. Too bad they don't sell Macs (or iPods any more).

 

[mustang_dvs]

Wither Refresh?

I wonder if this also means the elimination of the Refresh discount?

Refresh is Apple's internal term for open-box return items that are (were?) then sold for a 10% discount, after being verified to be complete and otherwise like-new.

 

[Digitalclips]

Good news on that front.

That 'policy' was probably bordering on what we call extortion therefore illegal. The customer shouldnt be penalised. I purchased an iPad for the missus at Xmas and the only way she would know whether it was of any use would have been to unpackage it and use it. Had she not found it comfortable to use then it would have been returned without this apparent restocking fee. Regardles of Apples policy.

Here in the UK the law sort of makes Apple return policy redundant. Thats why I never recommend Applecare to be purchased in the UK as the hardware is covered by consumer law for up to 5-6 years. For an iMac that decides to malfunction after 1 year or 2 years or thereafter the law states that Apple must fix it as depending on purchase price the item must have a reasonable lifespan. therefore a 3000 configured iMac will almost certainly be covered for a very long time rendering The Applecare a non requirement. Because Apple know this thats why UK prices for Apple products are higher than anywhere else because of this little clause. If any customer has fallen into a restocking fee trap I would urge them to seek legal aid and get the money back too.

Most likely the legal eagles have had a word in SJ shell like and brought him down a notch or too. Just remember Apple you are far from above the law although sometimes they like to think they are. All in all a good day for the customer.

Wow, things have changed since I left the UK 21 years ago. It was actually the reverse then. In the US most stores would let you take stuff back then and when in the UK it was a flat 'no way' in most cases, be it a computer or a jumper. Marks & Sparks being a notable exception which was why they did so well at Christmas.

Having said that, the Applecare is worth buying if you are a professional user. When a 30" monitor failed at my studio Apple shipped me one while I was on the call and said to place mine in the same packaging to return it for repair or replacement. I had called in the evening EST and it arrive 9 a.m. the next morning. I had virtually no down time. I doubt threatening Apple with a law suit would achieve quite the same result

 

[aristobrat]

There is no reason to screw over the majority of your customers just to 'catch' the type of person described above. Eliminating the restocking fee is a good move.

I totally agree with you, I was just giving the reason that's usually cited for why return fees were implemented in the first place.

 

[jeremy h]

Good move by Apple. There might be a tiny amount of abuse but I think that will be outweighed by people who are pleased - for example - by being able to sort dead pixels or perhaps change their mind to a different (more expensive) version. I don't think they'll loose on this.

Also in the UK (as other have pointed out in the UK the situation is different from the US) - we're already seeing people viewing and trying out in store and then going home and ordering on that same store's website - as legally you get a no question return (for I think a week?) on web bought goods as opposed to shop bought goods.

 

[Steve121178]

Would a return and then Apple reselling the same notebook again class as two sales? Maybe Apple are hoping to warp the sales figures?

 

[phpmaven]

Dear sweet god, the mandatory BS when you buy an iPhone is torture enough, they're going to make me sit through that every time I want to buy a laptop?

Release day for the iPhone 5 in Nashville, they had a giant line, that took some people close to 15 hours to get through because they insisted on taking at least 30 minutes with each person to show them how to use the phone. I begged them to just let me pay and go home, but they made me sit through the BS.

Then when I needed a new laptop, it was another ordeal. First you have to talk to this colored shirt, who instructs you to wait for someone in a different colored shirt. That mouth breathing hipster yaps at you for a bit telling you how great he is, before he wanders into the back to find a computer for you.

This is what I want in a retail experience:
1) I walk into the store, without being hassled.
2) I go over to the shelf and pick up what I want.
3) I take it to the CASH REGISTER, pay and go home.

On a good day, I can complete that experience without having to speak to any minimum wage employees.

Wow, you need to find a new store. When I go to my store to buy anything, I'm in and out of there so fast my head spins.

 

[GoCubsGo]

I don't think it's a good idea. Some people might take advantage of it.

Probably will be short lived.

I don't think it will be short lived but I do think that this is something that will let ever OCD purchaser return countless computers. I think it will cause the refub store to boom with discounted products. This is both a good and bad thing overall.

 

[Popeye206]

Most likely the legal eagles have had a word in SJ shell like and brought him down a notch or too. Just remember Apple you are far from above the law although sometimes they like to think they are. All in all a good day for the customer.

I doubt it. Why do a few think SJ is just a money grubbing miser? He's turned Apple around. Saved it from going under. His arrogant and forceful ways have changed technology over the past 10 years in a good way. He may be a hard guy to work for and very picky, but I don't think his motivation is just money. He could have retired a very rich man with no worries in the world years ago.

I'm sure in the US where this sort of policy is common depending on the retailer, they are just trying to make purchasing at an Apple Store more attractive. There has been a lot of news on "restocking fees" this year in the news and I'm sure Apple is following the trend to drop these in hopes of better perception in the market. This is what free market and competition is all about. Not lawyers reminding SJ he's not above the law. UGH!

BTW... I'm sure all these policies are different from country to country where there may be local law that prohibits them or supersedes them. Apple is not stupid.

 

[einmusiker]

Finally, Apple is once again trying to make things better for the consumer, and not just for their bank accounts. Hopefully that's what it means anyway.

by making things better for the consumer they ARE making things better for their bank accounts. Other businesses need to wake up and follow apple's lead or get left in the dust.