Apple Shortens iPhone Return Window to 14 Calendar Days

[iapplelove]

That's warranty, not a return. Even with a "no returns" policy, you can return devices that don't work.

Not return, exchange for refurbished.

 

[OctagonA]

Logical move, but ...

... the reasoning is no good. It actually reads "finally our users do not understand what they are doing with their money." It would be better to say something like "we made the rules uniform because that is THR RIGHT WAY to do things."

They do not need any better explanation. It is harder to explain why they needed that 30 days when they were the only game in town.

 

[C DM]

I know it sounds like a major injustice (some of you sound like you're going to leave Apple over this) but once the carriers switched to a 14 day return policy and Apple held on to 30 days it caused a lot of problems. For example if someone returned their phone in say 21 days they got hit with an early termination fee from the carriers after 14 days. I have a friend who went through this and threw a big enough fit that she got the ETF waived, but still.

I'm probably in the minority but I'd say Apple did the right thing in this case to avoid a lot of frustration on people's behalf.

Yeah, it's not like it would have been better if the carriers actually went back to the 30 day policy they had. But they can unfortunately do pretty much anything without much as far as negative consequences.

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This is actually good news for consumers because it will help them act more decisively about their purchases.

Because that was an issue that needed to be dealt with and one that applies to a lot of people. That's really stretching there for some potential bit of a silver lining.

 

[rdlink]

He still has a point though. Suppose your iPhone is not working properly and you are trying to get it solved. It is not unlikely that you may think at some point: this is going nowhere, I've had it, I want my money back. Two weeks can be very short. A warranty does not necessarily entitle you to a refund.

A little bit of a stretch. First of all, if you have a demonstrable problem with your phone, Apple will swap it for a new one, pretty much no questions asked. Second, even if your scenario were realistic you would be able to get that refund between 14 and 30 days from any Apple store manager with about a 2 minute conversation. OTOH, the carrier is still going to nail you for an ETF...

As an aside, I think that some people are not thinking this through very clearly. Frankly, between 14 and 30 days you should sell the phone on craigslist. You'll get at least $200 more than you paid (subsidized price) for it. You can use that to help pay the ETF.

 

[dampfnudel]

Makes sense, all the carriers have a 14-day policy, so even if you were to return between the 14-day policy and the 30-day policy that Apple offered, you'd still be hit with an ETC fee and potential other fees from your carrier. Less misleading and confusing this way.

At least Apple hasn't instituted restocking fees, unlike AT&T and Verizon. Learned this the hard way, I was hit with a $35 restocking fee for a simple exchange at AT&T. If I had purchased the iPhone at Apple, I wouldn't have to pay the restocking fee; only the difference (if applicable).

If Apple does reinstate the restocking fee, it would probably be right before the release of the iPhone 6/Air. Maybe a compromise return period of 21 days could be offered by both Apple and the carriers someday.

 

[adnbek]

Is this guy for real??????

Wow, some people are just nuts.

Makes sense to me. What's the problem?

 

[kaielement]

More and more companies going this direction. Best Buy give you 15 days on returns. I think its just to many people abusing the return policies for them to keep it at 30 days.

 

[dysamoria]

He still has a point though. Suppose your iPhone is not working properly and you are trying to get it solved. It is not unlikely that you may think at some point: this is going nowhere, I've had it, I want my money back. Two weeks can be very short. A warranty does not necessarily entitle you to a refund.

This is exactly why the computer industry has these short return policies. They know that people will get delayed by support, and end up finding themselves wanting to be rid of the product when it's too late for a refund. This is the way they force people to stick with product after customers discover that the awesome new product they just bought is full of bugs.

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More and more companies going this direction. Best Buy give you 15 days on returns. I think its just to many people abusing the return policies for them to keep it at 30 days.

Show us the documentation on that statement of people abusing the return policies. The real abuse is the corporations with their consumer trap policies. Rushing product out the door, like iOS 7, full of bugs, forcing people to go through support, which just delays them finding out the product is broken... Yeah, consumers are to blame once again... riiiight...

 

[chocolaterabbit]

Can we keep discussion of warranty and returns separate? Some people here seem to be angry because the returns period was reduced, which is fair enough, but some seem to be angry that the reduced returns period means people can't return a faulty product, which is NOT what the returns period is for.

The returns period is strictly for people changing their minds, and if Apple cannot give you a working product for some reason, then you should be complaining about their warranty process, and not their returns period. The returns period is purely designed for change of mind, and just because people have used to to return faulty products doesn't mean that Apple are closing the loophole to frustrate customers. It is merely a side effect.

 

[maflynn]

I'm not surprised, carriers have had 14 days for a while, and Apple's other products are 14 days. This brings the iPhone inline with the industry and their other product lines.

 

[deluxeshredder]

That's warranty, not a return. Even with a "no returns" policy, you can return devices that don't work.

You often can't in Russia.

 

[Todd B.]

fixed that for you. You may not need a full 30 days but I'm sure there were customers who exercised that option, I'm curious what the need to shorten it to be in line with the carriers?

I don't think Apple is being any more greedy by shortening the length of time, but if they want to really make things simple, then they could just let the carriers sell the devices exclusively...

If you can't figure out if a phone is right for you in two weeks, then you should have probably spent more time researching the product before you bought it. It's not like you're buying a cup of coffee or something. Besides, does it really matter anymore considering most, if not all the companies, let you trade in after a few weeks since you don't have a two year contract anymore?

 

[KALLT]

A little bit of a stretch. First of all, if you have a demonstrable problem with your phone, Apple will swap it for a new one, pretty much no questions asked. Second, even if your scenario were realistic you would be able to get that refund between 14 and 30 days from any Apple store manager with about a 2 minute conversation. OTOH, the carrier is still going to nail you for an ETF...

It's not a stretch at all, that was my experience. Buying your phone at an Apple Store is probably the best possible scenario, because you can get a replacement right away. Fourteen days are probably not that bad.

But if you buy your phone from another retailer or online, it will be more difficult. Within the grace period, you can always get a new one if your product is faulty or not working properly, because you have the option to rescind. But once that period passes, you are reliant on warranty, which means that you can't always go to an Apple Store (if there is none nearby) and get a new device, but you would have to send it in and wait until you get it back, even with AppleCare.

This is why I insure my devices, because my insurer will give me a replacement phone, even with warranty claims.

The returns period is strictly for people changing their minds, and if Apple cannot give you a working product for some reason, then you should be complaining about their warranty process, and not their returns period. The returns period is purely designed for change of mind, and just because people have used to to return faulty products doesn't mean that Apple are closing the loophole to frustrate customers. It is merely a side effect.

The two can overlap. A grace period makes it possible to return a faulty device without having to rely on the manufacturer. Once you do have a problem with your device, the grace period can save you a lot of hassle.

 

[Señor]

Phew, now people have a shorter return time to return their "rattling" 5s's that people told them to shake, and then hear it themselves. That otherwise they would have never known about it because they wouldn't have vigorously shaken it in the first place.

 

[charlituna]

Well, now there's no incentive for me to purchase iPhones directly from Apple. I preferred their return policy, but now that it's the same, I won't mind buying from the carrier or big box store.

Their return policy might have been longer but if you returned your iPhone to Apple on day 20, your carrier would screw you with an ETF cause they only graced it for 14 days. That's why they are doing this.

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fixed that for you. You may not need a full 30 days but I'm sure there were customers who exercised that option, I'm curious what the need to shorten it to be in line with the carriers?

Because to folks that don't no all the ends and outs they don't get that they can return their iPhone on day 20 to apple and get back their $199 + tax but at the risk of being charged like $450 in an ETF. If they had returned it six days sooner they are in the clear with basically every carrier.

I don't think Apple is being any more greedy by shortening the length of time, but if they want to really make things simple, then they could just let the carriers sell the devices exclusively...

Other way around. They should tell the carriers to screw off and not let them sell. Because the carriers, at least in the US, do crap like send someone that has a defective phone to Apple for warranty service with a phone that is only a couple of days old. Even when the receipt says they have 14 days to exchange for defect etc. Which is why I went to Apple bought a phone on a different carrier and as soon as my port was confirmed I returned the first phone and cancelled my service.

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That's warranty, not a return. Even with a "no returns" policy, you can return devices that don't work.

actually no often you can't return it if you are out of the return period. Depending on the laws in your area they might have to exchange it or pay to have it repaired. Or they might legally be allowed to make you go to the manufacturer for the same under the warranty

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It is amazing to see some people are happily accepting a worse return policy.

so then folks should be pissed at the carriers for charging their ETF after only 14 days. Not that Apple aligned their returns to that to avoid screwing folks over the difference in policy

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Apple's return policy used to be fourteen days until the whole antenna gate issue took place. Steve Jobs told everybody the issue was overblown and was so confident in the iPhone 4 that he was going to give costumers thirty days to try it out. The thirty day policy continued for subsequent iPhone models to this day.

I believe you might be recalling incorrectly. I believe he actually said that anyone that was not happy with their iPhone 4 had 30 days from that day to return it for a refund regardless of when they bought it.

To recollection they had a 30 day return on phones well before that because several states required it from the carriers. which changed within the last year so that they could drop back to 14 days.

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Eventually, but you have to undertake additional steps, even with Apple Care. Apple Stores are not everywhere

which is why they have their mail out program

 

[foodog]

Eventually, but you have to undertake additional steps, even with Apple Care. Apple Stores are not everywhere and premium resellers are a lot less forthcoming to substitute devices on the spot. A grace period makes this a lot easier for consumers, because they can simply rescind the contract.

I had similar issues when I bought my first MacBook online. Apple immediately provided a replacement twice when I contacted them about hardware issues. I was not able to do that a third time, even though I intended, because then I would have had to send it to them by courier (and I would have had to wait a couple of weeks to get it back). Two weeks are short and warranty is not the best solution to get a properly-working product right away.

Apple used to offer 30 days, now it's 14. That's a step back for us consumers.

I had a hardware failure 90 days after buying a laptop, Apple ended up giving me a new one with a new receipt so it had a full year of support. It was a lemon and they admitted it. If there is an issue with proper working they make it right. If you can't make up your mind if you like something in 14 days too bad.

 

[Cubytus]

I still find it too short a period of time for busy people who may not be aware wether or not they would be able to use a given application. It was fine at 30 days when I got my first iPhone 3G back then, and needed to have it returned when I found out the 2MB (!) monthly plan wouldn't cut it, even if I were to use it only on wifi. There was no Apple Store in town back then, and the carrier refused to take it back, not because the period (30 days) expired, but because of a scratch they claimed was on the phone after examining it with a magnifier for 20 minutes. In the end I resold it for 3 times its original price, and I reverted to use a much cheaper Nokia smartphone.

Second, even if your scenario were realistic you would be able to get that refund between 14 and 30 days from any Apple store manager with about a 2 minute conversation. OTOH, the carrier is still going to nail you for an ETF...

Probably depends to a great extent what manager you're getting. The ones in my city aren't so bright and don't want to give any leeway. As an example when I got my MBP, unaware it would break compatibility with many mission-critical apps I used back then with its terrible Lion, I returned it to have it exchanged for a similar-value, previous model. Manager flat-out refused. In the end I read on how to reinstall Snow Leopard on it, and have got no problems ever since, even going back once or twice for a failed hard drive and HDD cable, Geniuses were able to reinstall a virgin copy of Snow Leopard on it. That's how I deduced they still support Snow Leopard, albeit unofficially.

Other way around. They should tell the carriers to screw off and not let them sell. Because the carriers, at least in the US, do crap like send someone that has a defective phone to Apple for warranty service with a phone that is only a couple of days old. Even when the receipt says they have 14 days to exchange for defect etc. Which is why I went to Apple bought a phone on a different carrier and as soon as my port was confirmed I returned the first phone and cancelled my service.

They do this here also. Although until recently you couldn't upgrade your phone more than once every 2 years, the warranty coverage was still only 1 year. So if the device failed at 14 months, you'd be stuck either paying full price on a new one, or pay full repair price.

which is why they have their mail out program

I know Apple is pretty much the only major manufacturer to offer that, but do you have a link toward the policy and methods?

I had a hardware failure 90 days after buying a laptop, Apple ended up giving me a new one with a new receipt so it had a full year of support. It was a lemon and they admitted it. If there is an issue with proper working they make it right. If you can't make up your mind if you like something in 14 days too bad.

I described a case previously with a constantly failing unibody MacBook (alu version). They never openly admitted it was a lemon, but I ended up getting a MBP and paying the difference.

 

[heath_durbin]

It's really sad that a company that "stand behind it's products" would shorten it's return policy.

If anything they should be extending it to 90 days- (the same length as the phone support.)

If you really stand behind, and know people like it, it's not a big deal.

Look at COSTCO, they have a LIFETIME return policy, While, Apple CAN'T do that, they could make it between 30-90 without too much risk! (also, APPLE could force the Phone copies to have the same "out of Contact" terms, just pay for the services used... for iPhones)

THIS POLICY should be for ALL APPLE SOLD PRODUCTS. Lets see apple move form 14 to 30 days and then eventually to 60 and see how little it hurts the bottom line, I bet it would improve it! Confident customers spend money!

 

[heath_durbin]

Probably depends to a great extent what manager you're getting. The ones in my city aren't so bright and don't want to give any leeway. As an example when I got my MBP, unaware it would break compatibility with many mission-critical apps I used back then with its terrible Lion, I returned it to have it exchanged for a similar-value, previous model. Manager flat-out refused. In the end I read on how to reinstall Snow Leopard on it, and have got no problems ever since, even going back once or twice for a failed hard drive and HDD cable, Geniuses were able to reinstall a virgin copy of Snow Leopard on it. That's how I deduced they still support Snow Leopard, albeit unofficially.

It's true that apple Manager have a lot of power to "make it right".

When you have that type of trouble, call phone support and see what they can do...