Broken Factory seal on my new Macbook Pro

[foobaz]

Although I did find some threads that were somewhat relevant, I started this new thread because my situation is slightly different from the ones in the threads I found.
I started a similar thread on two other forums, but I am in a hurry to resolve this issue, so I need suggestions ASAP, based on people's actual experience with this or a similar issue.

Rather than reinvent the wheel, I'll just quote from my original post and hope that this won't be flagged as cross-posting. The facts, as far as I know, are as follows:

I just received my new Macbook Pro that I ordered from the Apple Store. I carefully opened the box, which was delivered in pristine condition. When I started removing the clear plastic wrap from the aluminum case, I noticed that the white paper factory seal separated into two pieces without any effort whatsoever. The paper looks thick enough that it should have required some effort to tear it and it would have had ragged edges after doing so. Instead, not only was no effort required, the edges of the two pieces are smooth like it had been cut. The cut line is somewhat below the coarsely perforated line on the label and coincides with one edge of the clear plastic.
I found several threads here and in other Mac forums about the same or a similar situation. I wonder how many more people have had this happen to them. Will Apple make good on this or will they try to just brush it off with some excuse? I certainly have a right to expect a factory sealed new unit when I paid for one. I would hope they'd overnight a new one to me while arranging for a pick-up of this one. This is my first Mac so I don't know exactly how best to proceed. So far I called customer service but the support person, who sounded Indian, transferred me to sales, where I received a recorded message saying to call back on Monday.
I need to resolve this immediately so I would appreciate members' insights based on their own personal experience with this or a similar problem and in dealing with customer service in general.

and

Here's another piece of the puzzle. Upon the advice of another thread, I went to the Apple support site (https://selfsolve.apple.com/agreementWarrantyDynamic.do ) to see if this machine had already been registered. Sure enough, when I entered the serial number of this machine, it showed up as already having been "Registered":

Now I'm not entirely sure, because I have never gone through the process, but I am led to believe that there are several steps involved before a serial number shows up as registered. Apple doesn't pre-register a machine prior to shipping do they? Please correct me if I'm wrong, but if this is the case, then clearly this unit has been in someone else's possession and registered by that person, and so is not new. And if that's the case, then there can be no question that I am owed a new replacement immediately.

Please reply only if you have direct experience with this issue or in dealing with customer service, or if you have hard evidence to back up your reply. Speculation and negative remarks are unwanted. Thanks. The reason I added this is because the previous post was met with some responses that were either unhelpful or inflammatory. Fortunately those replies were deleted by the moderator but I'd rather avoid them altogether.

 

[iPhone1]

Did you order a refurbished unit?

 

[wirelessmacuser]

Refurbs are wrapped differently. Doesn't sound like one.

 

[MartyF81]

Look at the expiration date of the warranty. It is September 7th of 2011.

That is 12 months from now. I don't think someone owned it on September 7th 2010 and that was in your hands a few days later.

That "Registration" is probably the date they shipped it to you.. or if you picked it up in store... the date you bought it.

For example, I NEVER registered mine. In fact I didn't turn mine on for a full day after bought it. My "register" date is the date they "Sold" it to me.

When Apple "Sells" the unit the Serial Number is scanned at time of sale. Thus registering the start of the warranty.

 

[KGWVU]

Look at the expiration date of the warranty. It is September 7th of 2011.

That is 12 months from now. I don't think someone owned it on September 7th 2010 and that was in your hands a few days later.

That "Registration" is probably the date they shipped it to you.. or if you picked it up in store... the date you bought it.

For example, I NEVER registered mine. In fact I didn't turn mine on for a full day after bought it. My "register" date is the date they "Sold" it to me.

When Apple "Sells" the unit the Serial Number is scanned at time of sale. Thus registering the start of the warranty.

I bought mine last evening and mine had to be registered. I put the serial in just to check and nothing was found. Mine was purchased at BB - maybe it is different with Apple and Apple pre-registers it for you.

 

[184550]

I bought mine last evening and mine had to be registered. I put the serial in just to check and nothing was found. Mine was purchased at BB - maybe it is different with Apple and Apple pre-registers it for you.

Same here, this thread made me curious and I decided to check my serial number and it showed up as unregistered. I also bought my iMac at Best Buy.

 

[MartyF81]

I bought mine last evening and mine had to be registered. I put the serial in just to check and nothing was found. Mine was purchased at BB - maybe it is different with Apple and Apple pre-registers it for you.

I doubt Best Buy does it. I bought mine IN the store. They scanned the serial code and it is on my receipt.

 

[aristobrat]

I ordered a MBP from the Apple Online Store and the order of dates look similar to yours.

04/19/2010 = Order Date
04/26/2010 = Warranty Begins Date
04/27/2010 = Ship Date
04/30/2010 = Delivery Date

As you can see, the warranty began a day before the machine even left China.

As for it being registered, unless you specifically went out of you way to say "Don't Register Now", the Assistant that runs when you first boot a new Mac registers it for you, automatically.

 

[cookieronster]

yeah if you turned the computer on already, which im sure you did..then you registered the computer. it asks you for your information as well as Apple ID. honestly it might have just been a mistake. If the seal on the outside of the box was untampered with then I don't see how the MacBook could possibly be used? those stickers are impossible to remove cleanly. If they went through all the trouble to sell you a used macbook you would think they'd have at least put it in a new plastic.

Your computer definitely isn't used. I can't believe you're asking for a replacement just because the white sticker was ripped, seriously who cares? It was probably turned on either sept. 8 or 9 since the registration usually backtracks about 48 hours, which means you are the only owner.

not to mention that seal takes little to no effort at all to open, literally you lift it up and it's already halfway peeled.

 

[foobaz]

Look at the expiration date of the warranty. It is September 7th of 2011.

That is 12 months from now. I don't think someone owned it on September 7th 2010 and that was in your hands a few days later.

That "Registration" is probably the date they shipped it to you.. or if you picked it up in store... the date you bought it.

All of the above is true, however, it is still possible that somehow a returned unit made it through to shipping or someone internal had access to it. I've yet to resolve that possibility I'm afraid.

For example, I NEVER registered mine. In fact I didn't turn mine on for a full day after bought it. My "register" date is the date they "Sold" it to me.

When Apple "Sells" the unit the Serial Number is scanned at time of sale. Thus registering the start of the warranty.

So did you enter your serial number at the support site and find it already registered the date of sale as I did?

 

[aristobrat]

All of the above is true, however, it is still possible that somehow a returned unit made it through to shipping or someone internal had access to it. I've yet to resolve that possibility I'm afraid.

Did your new MBP ship from China too?

 

[cookieronster]

For example, I NEVER registered mine. In fact I didn't turn mine on for a full day after bought it. My "register" date is the date they "Sold" it to me.

When Apple "Sells" the unit the Serial Number is scanned at time of sale. Thus registering the start of the warranty.

This person has no idea what they are talking about. Is that why when people buy a Macbook off ebay or craigslist brand new, the warranty starts when they turn it on?

As i mentioned before, the date printed on apple's support page is NORMALLY 1-2 days prior registration regardless of when the serial number was scanned...if i were to go online right now and buy a new in the box MBP from 5 years ago, it would still have the initial 1 year apple care warranty.

 

[aristobrat]

When you buy it directly from the Apple Store Onilne, they will start the warranty from when it ships.

 

[MartyF81]

All of the above is true, however, it is still possible that somehow a returned unit made it through to shipping or someone internal had access to it. I've yet to resolve that possibility I'm afraid.


So did you enter your serial number at the support site and find it already registered the date of sale as I did?

There is no way this was returned and resold this quickly.it takes time for it go through the process.... And Yes I did.

This person has no idea what they are talking about. Is that why when people buy a Macbook off ebay or craigslist brand new, the warranty starts when they turn it on?

As i mentioned before, the date printed on apple's support page is NORMALLY 1-2 days prior registration regardless of when the serial number was scanned...if i were to go online right now and buy a new in the box MBP from 5 years ago, it would still have the initial 1 year apple care warranty.

Obviously there is more than one way to register the device. Resellers do not work the same way as Apple direct.

Apple warranties are fully transferable... Thus they do not care about "who" the owner is... Just the date it was sold. Hence why they scan the serial when you buy it. The warranty begins at time of sale to the first retail owner.... Which Apple knows that when it is sold instore.

 

[foobaz]

yeah if you turned the computer on already, which im sure you did..then you registered the computer. it asks you for your information as well as Apple ID.

What makes you so sure? Actually I got it several days after the registration date, I never got that far, and it was not connected to the 'net any way, so the only possibility is that it was pre-registered by someone. So far only one person has said their machine was pre-registered the day before it left the warehouse as in my case. That's not yet a consensus is it?

If they went through all the trouble to sell you a used macbook you would think they'd have at least put it in a new plastic.

This overlooks the fact that it may not have been intentional.

Your computer definitely isn't used.

That's yet to be seen.

I can't believe you're asking for a replacement just because the white sticker was ripped, seriously who cares?

Who cares if they paid twice the amount of a new high end Windows/Linux laptop for a brand new much-hyped Apple laptop and possibly got a used one? Obviously I must or I wouldn't have posted. Neither would others in other threads on this and other forums I imagine. New is NEW.

It was probably turned on either sept. 8 or 9 since the registration usually backtracks about 48 hours, which means you are the only owner.

Again, you are jumping to conclusions without any evidence,

not to mention that seal takes little to no effort at all to open, literally you lift it up and it's already halfway peeled.

Could you elaborate on this? What is your personal experience with this seal?

 

[aristobrat]

Your screen shot doesn't show a registration date, just that it's registered.

The only dates shown involve your warranty expiration.

And yes, my warranty expiration dates were also set to the day before it SHIPPED, not the day it was DELIVERED, or the date I actually set it up.

 

[foobaz]

Did your new MBP ship from China too?

No, from CA in 3 days.

 

[foobaz]

This person has no idea what they are talking about.

There's no need to insult the guy. He is trying to help.

Is that why when people buy a Macbook off ebay or craigslist brand new, the warranty starts when they turn it on?

I don't know, is it?

As i mentioned before, the date printed on apple's support page is NORMALLY 1-2 days prior registration regardless of when the serial number was scanned...

Huh? Prior to what? This assertion conflicts with

yeah if you turned the computer on already, which im sure you did..then you registered the computer.

if i were to go online right now and buy a new in the box MBP from 5 years ago, it would still have the initial 1 year apple care warranty.

Registered several days before it was shipped to the seller five years ago and, therefore, expired? Am I missing something?

 

[HLdan]

Again, you are jumping to conclusions without any evidence...

Uh, wouldn't that also be you doing this since you created this thread with concerns of the machine being used?

Look, I'm sure Apple will exchange it for you after the weekend, they will do the exchange "fast" but let's get it straight before you get upset with them, they are NOT going to overnight it. I've had a few exchanges done from online orders. For every new Mac I've bought with Applecare, Apple has pre-registered the computer because they pre-registered the Applecare. Regardless of the date on the website, the date of your warranty begins the day received it, so you should maintain your receipt.

 

[DanMacApple]

I dont think you have anything to worry about as I believe like others have already stated that Apple does register the system in advance, but to be certain just verify this when you call on Monday and that should resolve any questions.

 

[aristobrat]

Registered several days before it was shipped to the seller five years ago and, therefore, expired? Am I missing something?

AFAIK, it's only the Apple Store Online that starts the warranty clock ticking from the date it's shipped. Macs purchased elsewhere don't, that I know.

So an opened 5-year old Mac purchased from Best Buy, if opened today, should have a 1-year warranty starting from today.

 

[foobaz]

Your screen shot doesn't show a registration date, just that it's registered.

The only dates shown involve your warranty expiration.

Yes, MartyF81 pointed that out, and it expires exactly one year from the sale date. But you're right. Who knows when it was registered? One can only presume it was registered a year before the expiration date. My question is, does Apple routinely pre-register a Mac when you buy it from their store and at least several people assert that they do, so OK, maybe they do.

Uh, wouldn't that also be you doing this since you created this thread with concerns of the machine being used?

Not really. I offered some tangible evidence of that and I am seeking others' insights/experiences. But in any case, you are quoting me entirely out of context.

Look, I'm sure Apple will exchange it for you after the weekend, they will do the exchange "fast" but let's get it straight before you get upset with them, they are NOT going to overnight it. I've had a few exchanges done from online orders.

I don't plan on getting upset with them if they don't. I think I stated that I would hope they'd overnight it but that's the ideal scenario. The ideal rarely happens. It's good to hear that they do things quickly.

For every new Mac I've bought with Applecare, Apple has pre-registered the computer because they pre-registered the Applecare.

You're talking about the extended AppleCare warranty?

Regardless of the date on the website, the date of your warranty begins the day received it, so you should maintain your receipt.

Yes it does say 'estimated expiration date' and the terms and conditions do say essentially 'upon date of delivery'.

 

[revelated]

When you buy it directly from the Apple Store Onilne, they will start the warranty from when it ships.

My co-worker's 13" was not opened when he got it. He ordered it online (for reasons I cannot fathom).

 

[puma1552]

OP, the white sticker comes clean cut on all of them--watch any unboxing video. In fact, I'm looking at the original cellophane for mine, which was a CTO, and it too is clean cut. Why? So that it's easy to open it. Look at the unboxing videos, nobody struggles to rip the sticker in half, it just pulls right open along with the rest of the cellophane, because it's precut to do so.

Your computer is new, but there is no way to convince you otherwise, so return it.

 

[HLdan]

Not really. I offered some tangible evidence of that and I am seeking others' insights/experiences. But in any case, you are quoting me entirely out of context.


I don't plan on getting upset with them if they don't. I think I stated that I would hope they'd overnight it but that's the ideal scenario. The ideal rarely happens. It's good to hear that they do things quickly.


You're talking about the extended AppleCare warranty?


Yes it does say 'estimated expiration date' and the terms and conditions do say essentially 'upon date of delivery'.

Tangible evidence? I didn't read any of the such in your OP. You said that the seal was very easy to lift open, you didn't say you immediately saw that the seal was broken. I think many of the forum members, including me, have give you good understanding about the registration situation that was concerning you. I'll bet 99.99% that Apple pre-registered your computer.

The reason I suggested that you don't get upset because that's the general response from many people on these forums. Apple doesn't adhere to their demands and they come stomping their feet crying like a child on MR. I was just trying to prepare you based on your tone sounding like you were expecting it to be swapped out overnight.

Yes, I was referring to the Applecare warranty.

Speaking of tone, don't take this the wrong way man, but your tone hasn't been all too friendly to certain people here. You mildly attacked one poster to defend another a few posts earlier. We're all here to help and that guy that you mildly attacked was trying to help you. It's counterproductive for the OP to ask for help but end up fighting the people that are offering help.

One last thing, I recently bought a 15" i5 MBP. Mine actually was shipped to me used, although the box was sealed. When I opened it, the plastic seal was OBVIOUSLY broken. There was an abundance of dust inside the plastic wrap. Then when I took it out of the wrapper there was nasty dent on the bottom of it. There were 2 big scrapes in the metal next to the trackpad and there were fingerprints on the matte screen. That's a truly used machine. Yes, I called Apple right away and got a replacement. If I were you, I would keep yours, you didn't have my experience. If Apple exchanges yours you could end up with a dead pixel and they don't exchange for 1 or 2 dead pixels. If you were to exchange that one they will require a restocking fee.