Apple holiday return policy question

Discussion in 'MacBook Pro' started by scouts, Dec 3, 2016.

  1. scouts macrumors newbie

    Joined:
    Jul 27, 2012
    #1
    I purchased the new 15 inch macbook pro w/ touchbar in October, and received the shipment last week.

    Apple's stated holiday return policy on its page:

    Holiday Return Policy
    Items purchased at the Apple Online Store that are received between November 10, 2016 and December 25, 2016, may be returned through January 8, 2017.

    ----

    But on my apple online account, when selecting this item for return, it says "Eligible for return until: December 13, 2016"... which would be the standard 14 day return policy, and doesn't reflect the holiday return policy.

    I'm not certain I want to keep or return this mbp, and if I do decide to return it I don't want to run into an expired return date issue, so would need to know the correct date.

    Has anyone run into this? Before I call apple support for clarification, just wanted to run this by here to see if anyone else is dealing w/ a similar scenario. Thanks.
     
  2. Capt T macrumors 6502a

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    Mar 20, 2010
    #2
    That you will need to call Apple and ask. They are the only ones that can answer...we can only guess.
     
  3. Brookzy macrumors 601

    Brookzy

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    May 30, 2010
    Location:
    UK
    #3
    I contacted Apple about this. There is confusion internally. I was advised to screenshot the returns page to use as evidence for the policy should I wish to return after the standard 14 days. In other words, if you want to return after the date listed online, you're going to have to call up and argue. :rolleyes:
     
  4. scouts thread starter macrumors newbie

    Joined:
    Jul 27, 2012
    #4
    I contacted apple support via chat, and the advisor said pretty certainly that it wouldn't be an issue if the item was received between the stated holiday return dates. He said to contact support if the return can't be done through one's online account.

    But yep I get the caution since it clearly says something different on account. But just wanted to pass this along. Thanks for helpful reply
     
  5. Anoi, Dec 3, 2016
    Last edited: Dec 3, 2016

    Anoi macrumors member

    Joined:
    May 18, 2006
    #5
    I am in the same situation. I ordered on Oct 29 and had my delivery yesterday (Dec 2). My account page shows return available until Dec 16.

    I asked @applesupport on Twitter and they gave the following link:
    http://www.apple.com/uk/shop/help/returns_refund
    "Holiday Return Policy
    Items purchased at the Apple Online Store that are received between November 10, 2016 and December 25, 2016, may be returned through January 8, 2017"

    However, this conflicts with another page on the website:
    http://www.apple.com/uk/shop/shipping-pickup
    "For eligible products purchased between November 10, 2016 and December 25, 2016, you have until January 8, 2017 to initiate a return"

    The second link seems to relate to retail store purchases (so could be irrelevant), though this is an assumption that could be incorrect.


    I have spoken to Apple about this on several occasions and get mixed answers each time. They have stated that the first link above is incorrect, and that the returns window for orders placed before Nov 10 is 14 days. However, they also tell me that they've added a note to my account that will raise this to 30 days. The issue I have with this is they are always unable to confirm this via email or other method, it's only ever mentioned via online chat, or phoning the support line. This makes me a little nervous that I'll pass the 14 day window and enter the 30 day window and the return won't be honoured.

    Has anyone had a 14 day return extended to 30 days? Is this normal?


    The confusion regarding returns seems a little odd, and it's concerning that Apple representatives themselves don't understand the policies.
     
  6. scouts thread starter macrumors newbie

    Joined:
    Jul 27, 2012
    #6
    The advisor I spoke to said the holiday return policy was clear (received b/t 11/10 - 12/25/16), and that their system can see when the package was received. Therefore if the issue arises that you can't initiate a return yourself on your account (bc of the earlier (incorrect) return date deadline), he advised to call them and that they WILL override it.

    He was certain about this. It makes sense. And in my time dealing w/ apple support over returns in the past, they have been very generous...

    But bc the deadlines conflict, proceed with caution I suppose. Annoying all around
     
  7. dotdotdot macrumors 68020

    Joined:
    Jan 23, 2005
    #7
    Your receipt should have the return date listed right below the specs of the computer.
     
  8. Brookzy macrumors 601

    Brookzy

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    May 30, 2010
    Location:
    UK
    #8
    This is about online orders which don't state the return date on the invoice.
     
  9. Kn!ghthawk macrumors member

    Joined:
    Nov 24, 2016
    #9
    I just spoke with apple via chat since my account states that it's not eligible for return. It was ordered on 10/28 & picked up in store on 11/25. Rep stated that account info is wrong and that I have the standard 14 days.... I might wind up taking a jaunt over to my local Apple Store and asking them in person which is it. What takes priority ordered by or received by.
     
  10. graffixnyc macrumors regular

    graffixnyc

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    #10
    I have been debating returning my 13 touch bar for a 15. I tried to set up the return through the website but it wouldn't let me. Said it wasn't eligible. I chatted in and she set up a return for me within minutes. Now hopefully that return stays open for 2 more weeks because that's when I'll be able to get it shipped back to them
     
  11. meldea macrumors regular

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    Sep 11, 2014
    Location:
    Chicago, Illinois, USA
    #11
    Any updates?

    My GF pre-ordered a 13-inch MBP-TB that was delivered after November 10th (just like everyone else). After playing around with my 15-incher, she's having remorse in that she didn't go for the bigger display. Since she's planning to keep this for a few years, she wants to be completely happy with what she has.

    Apple account online says no-go as the return period has expired, but the holiday returns page continues to say this:

    Items purchased at the Apple Online Store that are received between November 10, 2016 and December 25, 2016, may be returned through January 8, 2017. (Source)

    As others have noted, the key word is "received" which seems to imply that all of the Day 1 MBP-TB pre-orders are eligible. My GF would prefer to know that there's an official confirmation from Apple before she seriously pursues a larger laptop. Or even without official confirmation, just some precedent that Apple Store managers will accept the return.
     
  12. Brookzy macrumors 601

    Brookzy

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    UK
    #12
    With patient explanation and pointing the advisor to the return policy, they will process the return.

    The easiest thing for your girlfriend to do, however, is buy in-store and exchange it there and then.
     
  13. therealseebs macrumors 65816

    therealseebs

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    Apr 14, 2010
    #13
    I am skeptical of claims that the advisor will definitely honor the stated return policy, as at least one has already stated that it's in error.

    I care because my spouse's laptop died, and it turns out that there's no way we'd get a replacement in under two weeks, so I'm going to try to get it returned and get a 2015 with dGPU. (Refurb page very occasionally lists them. If I don't mind ordering elsewhere, I have found one.)
     
  14. Brookzy macrumors 601

    Brookzy

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    #14
    It's there in black and white on the website. If they say no, escalate it until someone says yes. They will eventually.
     
  15. therealseebs, Dec 8, 2016
    Last edited: Dec 8, 2016

    therealseebs macrumors 65816

    therealseebs

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    Apr 14, 2010
    #15
    And what is the basis for your confidence?

    Like, if I rely on your advice, and they don't say yes, will you process the return for them so the readers who relied on you aren't out thousands of dollars?
    --- Post Merged, Dec 8, 2016 ---
    Screenshot_2016-12-08_09-31-07.png

    So there's what Apple support says. I think I got them convinced to process the return, but I had to point out that we would have returned it sooner, except we thought we had longer because of the holiday return policy.

    So... Yes, I think it's pretty likely to be able to persuade them, but I would absolutely not rely on it: They are now stating specifically that the page is in error.
     
  16. Brookzy macrumors 601

    Brookzy

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    #16
    The policy is the policy. It is not an advisory note on the website, it is the policy. Whilst Apple would not have to honour an error in 99.9% of the things on their website, what the policy says goes because it is what you are agreeing to when doing business with Apple (the T&Cs refer to the policy). If the policy is in error, it still stands.

    Indeed, extrapolating your intense suspicion - why should I trust Apple will ever accept a return? That they will always accept returns within 14 days could be an error in their return policy after all! And if it's an error they don't have to honour it, right?
    /s

    Besides the technicalities, if you have the right attitude Apple will put everything right. And in the rare case the person you're talking to won't, their supervisor will. And so on. A quick call, explaining your issue, and you'll have an RMA in five minutes.
     
  17. therealseebs macrumors 65816

    therealseebs

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    Apr 14, 2010
    #17
    Generally, if a policy contains an error, then no, the error isn't "the policy", even if it should have been. Maybe they really did screw it up and write it wrong, and their internal documents say otherwise and it's going to get corrected. Maybe not.

    But if I've seen multiple people report advisers telling them that the policy actually means "ordered after" rather than "received after", and claiming that the page is in error, I think it's unwise to assume that they'll definitely honor it. They might get around to changing the words to match what they think it means, because they apparently have another page which says it the other way. In any event, I don't like to be casually confident that a company will agree to pay me $3k just because some guy on a forum who doesn't work for them says they will definitely do that.
     
  18. Brookzy macrumors 601

    Brookzy

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    #18
    Your argument is just fundamentally flawed. If the policy can be invalidated at any time because it contains an error (it can't) then when is it ever correct? What is its reason for existing? The terms and conditions state that returns are subject to the returns policy.

    Also: the present wording had been in state for a month. If it was wrong it would have been changed by now.

    But anyway, @scouts, you'll be fine to return it up until the 8th by calling up.
     
  19. graffixnyc macrumors regular

    graffixnyc

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    ÜT: 40.757618,-73.790043
    #19
    I had chatted in after I had my return set up through chat. They gave me until the 17th to ship it back to them after the return was setup. The 2nd time I had chatted in was to make sure if they needed to receive it by the 17th or if I shipped it out the 16th would it be ok. They told me as long as it's shipped by the 17th. I then asked if I could just return it in a store and they told me I couldn't because the store had a strict 14 day policy and it had to be mailed in. I then mentioned the holiday return period and the rep told me that it's only for online orders that the holiday return period applies to. That didn't sound right to me but that's what they told me. I'm shipping my 13 back to them next week so I can get the 15.
     
  20. Brookzy macrumors 601

    Brookzy

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    #20
    I bought something in store that has a return date of January 8th printed on the receipt FWIW.
     
  21. therealseebs macrumors 65816

    therealseebs

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    Apr 14, 2010
    #21
    Okay, so, imagine that a site had two policies posted, and they're different.

    Now what? Clearly, it must be possible for a policy to be in error.

    It happens sometimes. Companies are not infallible. And sometimes, if they're getting a lot of returns on an expensive item, they start being pretty strict about adhering to the one they like better, and saying "oh, sorry, that one was an obvious error which we've now corrected".
     
  22. Kn!ghthawk macrumors member

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    Nov 24, 2016
    #22
    Also keep this in mind: They could just as easily say the policy that was in place at the time of order is the one in effect. In other words it's nice that we came out with a Holiday returns policy but it doesn't apply to you since you ordered it before it was in place.

    I'll also add that it impacts me as well just putting that out there as the devils advocate.
     
  23. alldat macrumors regular

    Joined:
    Aug 10, 2008
    #23
    I saved a PDF of the page where it says RECEIVED between the dates and I plan to fight for as long as it takes if they try to say they won't take it back
     
  24. therealseebs macrumors 65816

    therealseebs

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    Apr 14, 2010
    #24
    Yeah.

    I don't think they conceded because the page was persuasive, I think they conceded because we have something like three pages of notes from two supervisors on my order from all the other problems.
     
  25. Kn!ghthawk macrumors member

    Joined:
    Nov 24, 2016
    #25
    Devil is in the details. If you have notes/emails etc or talk with a supervisor make sure it's noted. More likely to get something done that way. Personal experience from both sides of the situation.

    Glad it worked out for you!
     

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