BNIB iMac Pro came with a used Magic Keyboard showing previous owner full name in Bluetooth Setting

Alan_Y

macrumors newbie
Original poster
Mar 20, 2019
5
0
So... I bought a brand new iMac today. Ordered online, picked up in store. It's not a refurbished one.

When I connect the included Magic Keyboard, I see an actual person's name under connected Bluetooth Devices. Does it mean that this "brand new" iMac was a returned/refurbished product?

Anyone has similar experience?
 

Alan_Y

macrumors newbie
Original poster
Mar 20, 2019
5
0
Isn't it illegal to sell used/returned device as brand new? I bought from Apple.com, picked up in an Apple Store. How can I be sure the next "new" device is indeed brand new?
 

chrfr

macrumors G3
Jul 11, 2009
8,276
2,574
Isn't it illegal to sell used/returned device as brand new? I bought from Apple.com, picked up in an Apple Store. How can I be sure the next "new" device is indeed brand new?
Certainly, mistakes happen, but the 2019 iMacs have only been out a few days so the odds of the same mistake happening, and a 2019 iMac being returned are infinitesimally small.
 
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Alan_Y

macrumors newbie
Original poster
Mar 20, 2019
5
0
Sorry I meant to type the device I bought is an iMac Pro, standard config.

The box and everything inside was sealed nicely and clean. No sign of it being an open box.

That's very concerning that you paid a full price for a brand new Pro device, from official channels, and ended up with potentially an open box item... especially concerning when it's Apple, not... say Walmart.
 

dwfaust

macrumors 603
Jul 3, 2011
5,515
6,206
Sorry I meant to type the device I bought is an iMac Pro, standard config.

The box and everything inside was sealed nicely and clean. No sign of it being an open box.

That's very concerning that you paid a full price for a brand new Pro device, from official channels, and ended up with potentially an open box item... especially concerning when it's Apple, not... say Walmart.
Have you contacted the Apple store where you bought the computer? I find what you're reporting pretty strange and rare. But if it really did happen (not doubting you, just wondering how something like this could happen), check with the Apple store and give them a chance to explain and/or make it right for you. I would fully expect them to do so.
 

Alan_Y

macrumors newbie
Original poster
Mar 20, 2019
5
0
Contacted Apple phone support, the rep directed me to the Retail Store since there is nothing he can do. He stated that Apple doesn't sell repackaged/returned devices as brand new.

I went to the retail store, and the advisor emphasized that Apple only sell Brand New products unless it's clearly marked as open-box/refurbished. Any returns, even accessories, will not be put back as New products. She then checked the Serial ID of the iMac Pro, and confirmed that there is only 1 transaction done (selling to me). At the retail store, they do not repackage anything. They received the iMac Pro as is from the warehouse. So the error must have been occurred at the warehouse... She did offer many times that I can exchange the keyboard for a new one....

(Well... the Keyboard is not the issue...)

So I asked that if I return this unit, and either exchange or buy a new set, how can I be sure that this "New" iMac Pro and its accessories are actually, truthfully, Brand New? She promised that it must be brand new! Because... blah blah.. that Apple only sells new products. And we go in circles...

At this point, I don't know what to do... except to trust Apple..?
 
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chrfr

macrumors G3
Jul 11, 2009
8,276
2,574
Contacted Apple phone support, the rep directed me to the Retail Store since there is nothing he can do. He ensured me that Apple doesn't sell repackaged/returned devices as brand new.

I went to the retail store, and the advisor emphasized that Apple only sell Brand New products unless it's clearly marked as open-box/refurbished. Any returns, even accessories, will not be put back as New products. She then checked the Serial ID of the iMac Pro, and confirmed that there is only 1 transaction done (selling to me). At the retail store, they do not repackage anything. They received the iMac Pro as is from the warehouse. So the error must have been occurred at the warehouse... She did offer many times that I can exchange the keyboard for a new one....

(Well... the Keyboard is not the issue...)

So I asked that if I return this unit, and either exchange or buy a new set, how can I be sure that this "New" iMac Pro and its accessories are actually, truthfully, Brand New? She promised that it must be brand new! Because... blah blah.. that Apple only sells new products. And we go in circles...

At this point, I don't know what to do... except to trust Apple..?
If this were a widespread problem you can be assured that it would be in the news. I've purchased or at least unpacked hundreds of Macs and have never experienced such a thing. I would not be at all concerned it would happen twice.
 

BigBoy2018

macrumors 6502a
Oct 23, 2018
865
1,527
Contacted Apple phone support, the rep directed me to the Retail Store since there is nothing he can do. He ensured me that Apple doesn't sell repackaged/returned devices as brand new.

I went to the retail store, and the advisor emphasized that Apple only sell Brand New products unless it's clearly marked as open-box/refurbished. Any returns, even accessories, will not be put back as New products. She then checked the Serial ID of the iMac Pro, and confirmed that there is only 1 transaction done (selling to me). At the retail store, they do not repackage anything. They received the iMac Pro as is from the warehouse. So the error must have been occurred at the warehouse... She did offer many times that I can exchange the keyboard for a new one....

(Well... the Keyboard is not the issue...)

So I asked that if I return this unit, and either exchange or buy a new set, how can I be sure that this "New" iMac Pro and its accessories are actually, truthfully, Brand New? She promised that it must be brand new! Because... blah blah.. that Apple only sells new products. And we go in circles...

At this point, I don't know what to do... except to trust Apple..?
Ok. Just RETURN it, and get another new one. You'll be fine and won't have anything more to worry about after that.
 
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dwfaust

macrumors 603
Jul 3, 2011
5,515
6,206
Contacted Apple phone support, the rep directed me to the Retail Store since there is nothing he can do. He ensured me that Apple doesn't sell repackaged/returned devices as brand new.

I went to the retail store, and the advisor emphasized that Apple only sell Brand New products unless it's clearly marked as open-box/refurbished. Any returns, even accessories, will not be put back as New products. She then checked the Serial ID of the iMac Pro, and confirmed that there is only 1 transaction done (selling to me). At the retail store, they do not repackage anything. They received the iMac Pro as is from the warehouse. So the error must have been occurred at the warehouse... She did offer many times that I can exchange the keyboard for a new one....

(Well... the Keyboard is not the issue...)

So I asked that if I return this unit, and either exchange or buy a new set, how can I be sure that this "New" iMac Pro and its accessories are actually, truthfully, Brand New? She promised that it must be brand new! Because... blah blah.. that Apple only sells new products. And we go in circles...

At this point, I don't know what to do... except to trust Apple..?
Not sure what else to tell you. Apple said they don't sell anything except brand new devices as "new" and offered you an exchange or return. This is some kind of anomaly, so accept their offer to exchange it, or not. Move on.
 

cb3

macrumors regular
Jun 5, 2017
116
226
Texas
Macs along with many electronics do get turned on and tested at the factory before shipping to make sure they work. Maybe thats what you are seeing???

If concerned, just return it for a new one. Hope it works out for you.
 
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Alan_Y

macrumors newbie
Original poster
Mar 20, 2019
5
0
The quality of this machine is superb (love the silent dual fans... really makes a difference on thermal) and I am happy to keep using this. Whether or not this iMac Pro or the keyboard were used, it wouldn't affect my work. No one can tell the difference. But imagine you buy full price BNIB iPhone but with a cat hair on the charging cable, BNIB anyMac having Apple stickers but with writings on them, or BNIB AirPods but with a device name "Alan's AirPod" when you pair via bluetooth. Yes, your product is perfect, and we all know there is no way Apple sells used product, but wouldn't you question just a bit more? Unfortunately, this escalation will just end up being an "Apple Internal Issue" that I'll likely never hear back from them, as Apple Support put it.


What was the name? It wasn't Tim Apple was it?
lol.... well, the name showing under bluetooth is a Chinese name. Previous owner's full 3-Chinese-character spelled in English that I can easily Google. I live in a community where over 50% population are Chinese, and this is the only Apple Store close by. Just saying.


If this were a widespread problem you can be assured that it would be in the news. I've purchased or at least unpacked hundreds of Macs and have never experienced such a thing. I would not be at all concerned it would happen twice.
Whether the device name showing as Donald Duck or some 6-byte random BT address, this incident just opens the possibilities that used accessories can be repackaged with new products. We can unbox hundreds, but we can't tell if that Bluetooth device is new or a used-but-properly-reset one. I agree that almost zero chance that next keyboard would have a name on it, but yes, there is a chance that it's used, even with perfect packaging, perfect smell, like mine did.


Ok. Just RETURN it, and get another new one. You'll be fine and won't have anything more to worry about after that.
Yes, I might just do that. I'll update if the next keyboard turns out to be named "XiJinping's Keyboard". I'd definitely keep that.


Macs along with many electronics do get turned on and tested at the factory before shipping to make sure they work. Maybe thats what you are seeing???
If concerned, just return it for a new one. Hope it works out for you.
If this unit did go for OS upgrade or testing, I'm sure they don't re-name the keyboards. The factory just happened to pack a used keyboard with it, either by mistake or by standard procedure. We'll never know. When I talked to Apple advisor, he mentioned something about "device not reset properly" before shipping to retail store. Well, even if it's reset properly, it still shouldn't be sold as new.


Not sure what else to tell you. Apple said they don't sell anything except brand new devices as "new" and offered you an exchange or return. This is some kind of anomaly, so accept their offer to exchange it, or not. Move on.
Yes, we can simply move on. But Apple planted an idea... The world is never the same.
 
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