CompUSA sold my friend a used PowerBook

[jaw04005]

I think what could have happened is someone miskeyed in her serial number when registering the warranty, and when your friend tried to check on his warranty status he hit the snag.

The likelihood is higher that it's Apple's mistake than it is CompUSA. CompUSA is a reputable business!

Actually, I asked the Apple representative that and she said that Apple's serial numbers are not continuous and that the formula for the last few digits of the serial number would make that pretty difficult considering all of Apple's computer families. Besides, what are the chances that a person "in my area" would register a PowerBook of the same model and configuration as my friend's? Very, very slim.

 

[cnakeitaro]

Has this not been resolved yet?

 

[jer446]

this is funny for me reading it.. i just bought a nikon d50, and the store it was used too lol.. not like returned or anything, but they must have tested it or something cuz a card was in the camera with a few shots... it wasnt a big deal, but i returned it anyways realizing i dont need an slr..

 

[pdpfilms]

this is funny for me reading it.. i just bought a nikon d50, and the store it was used too lol.. not like returned or anything, but they must have tested it or something cuz a card was in the camera with a few shots... it wasnt a big deal, but i returned it anyways realizing i dont need an slr..

Did you keep the card?

 

[kjr39]

After reading this post I dont think I'll ever shop at compusa again. Josh let us know what happens and keep us updated...

I don't shop at either CompUSA or Best Buy. Both of them are horribly run businesses that I do not want to support.

 

[Xephian]

Heh, I never usually like to by computers like that from retailers.

 

[Chip NoVaMac]

Actually, I asked the Apple representative that and she said that Apple's serial numbers are not continuous and that the formula for the last few digits of the serial number would make that pretty difficult considering all of Apple's computer families. Besides, what are the chances that a person "in my area" would register a PowerBook of the same model and configuration as my friend's? Very, very slim.

Amazing, but nice to know. BTW with most photographic gear, the serial numbers are sequential.

 

[SolidSnake]

Thats pretty mest up... i hope that this get resolved.

 

[Dr. J]

This post is why I would only buy new directly from Apple. I hope that you are taken care of.

 

[jaw04005]

Here's the latest update:

My friend has a filed a formal complaint against CompUSA with Apple Customer Relations. She also intends to file additional complaints with the BBB and CompUSA regional office. You live, you learn. She knows never to purchase anything from their Little Rock store again. The fact is, although something is clearly fishy about the situation, she is tired of dealing with it and just wants a useable computer. After all, she is upgrading from a 500Mhz iBook G3.

Apple has told her that she is "their customer now" (exact words) and they have agreed to restore the four months lost warranty to her AppleCare coverage. She sent the computer off for repair this afternoon. Hopefully, the repair will be completed without any further incidents.

Thanks to all those that replied. Your advice was appreciated. At least, maybe this thread will serve as warning to future CompUSA customers. Buyer beware!

 

[Chip NoVaMac]

Here's the latest update:

My friend has a filed a formal complaint against CompUSA with Apple Customer Relations. She also intends to file additional complaints with the BBB and CompUSA regional office. You live, you learn. She knows never to purchase anything from their Little Rock store again. The fact is, although something is clearly fishy about the situation, she is tired of dealing with it and just wants a useable computer. After all, she is upgrading from a 500Mhz iBook G3.

Apple has told her that she is "their customer now" (exact words) and they have agreed to restore the four months lost warranty to her AppleCare coverage. She sent the computer off for repair this afternoon. Hopefully, the repair will be completed without any further incidents.

Thanks to all those that replied. Your advice was appreciated. At least, maybe this thread will serve as warning to future CompUSA customers. Buyer beware!

Good to hear that Apple took ownership over this issue.

But it does not forgive CompUSA's response to the core issues. By Apple's ownership of the problem, it indicates that CompUSA dropped the ball. Your friend is due much more than what Apple has offered.

At a minimum they should offer her a refund of the difference between a new and used unit.

If she is happy with Apple taking ownership of the problem, she should ask for CompUSA to refund her the difference between new and "open box". Plus they should take and pay the cost of AppleCare as their forgiveness for their mistakes. Add to that they should also offer the next upgrade in memory.

We also should post our dissatisfaction with their customer service at this address: http://www.compusa.com/contact/contact.asp?type=customer

Stating clearly that we will not spend our "Mac" dollars when they treat customers like they have. Also welcome them to join MR to address issues like this as does B&H Photo does on DPReview.

The shop I work at has a CompUSA in the same center. I have spent many a dollar there because of location and their prices. But till they address this specific issue here on MR directly, I will not spend my dollars at CompUSA.

It is time that we as MR members vote with our dollars. And to let the likes of CompUSA know.

They have the studies that show that bad experiences like this are worth 15-20 impressions.

The shame of it is that when we as the consumer are happy; we don't let our voice known.

 

[Chip NoVaMac]

Here is the web address to make your viewpoint known on this issue;

http://www.compusa.com/contact/contact.asp?type=customer

Be sure to post the link to this thread...

 

[watchmainspring]

It's universal knowledge that Compusa is a shady place...

What would drive someone to say "lets' put it back on the shelf"

money? Idiocy?

Perhaps both?

 

[Chip NoVaMac]

Here is my letter to the address I gave

See this internet post:

https://forums.macrumors.com/showthread.php?p=2142532

Until you comment directly on the issues mentioned in this thread (you are welcomed to join MR) - I and others are no longer willing to give CopmUSA our $$$$

Many of us are tired of the excuses of your mangers when it comes to serious issues.

On the few times I have had issues, your managers seem to be trained on passing the buck; rather than addressing the issues.

The shop I work at is located in Vienna, VA. I will never refer another customer to you all for anything based on your all's lack of ownership over this issue in this thread.

There are to many other places to recommend others to spend their $ at. Staples next door. Circuit City with two locations (both within a mile of each other). Best Buy (heaven forbid IMO).

CompUSA of all companies should know how Apple works on computer registration.

I will say that as a company you missed the mark in satisfying a customer.

And I will say that unless you as a company address this issue in positive and public way, there are many of us that will never spend another $ at CompUSA.

Rest assured that we on MR are opened minded to honest discussion and opinion.

But you have to admit that your mangers dropped the ball in this case. For this issue has festered for four days....

 

[Dr. J]

well said

 

[jaw04005]

Here is my letter to the address I gave

Chip,

I've been told that they received your letter. A member of their staff is allegedly requesting that I delete this thread and apologize. I don't have any intention of doing so.

Even if Apple mistakenly registered the computer early, that doesn't excuse the managers' behavior. Besides why didn't someone form the store call Apple themselves?

The entire issue of Apple vs. CompUSA vs. my friend is unfortunate. Honestly, it would have been in CompUSA's best interest to just exchange the computer from the beginning.

In any case, Apple is taking care of the problem now, and she is ready to move on.

Thanks again to the enormous support to those in this forum.

 

[pdpfilms]

I've been told that they received your letter. A member of their staff is allegedly requesting that I delete this thread and apologize. I don't have any intention of doing so.

That is just rediculous.

 

[upperblue79]

Even if Apple mistakenly registered the computer early, that doesn't excuse the managers' behavior.

What was the managers behavior?

 

[gryhound]

What is the real problem?

I see that there are multiple problems with your post.

1st lets get into the crux of the matter.

There is a proper chain of command to follow when dealing with retail stores and resellers to get your issue resolved. Starting an online flame war and accusing the retailer and the managers involved in the situation is NOT going to get your situation fixed. This is exactly what you did. You totally undermined your credibility in the situation by posting flames on the internet instead of letting CUSA resolve the issue.

My guess is that CUSA and the (Apple employee) there would have bent over backwards for your friend but you assumed that would not happen and started your online tirade. You also mentioned that one of the managers is your friends former student. Why did you feel it necessary to post online when they had a relationship established. You involved yourself in a situation needlessly and probably influenced the speed and resolve of all involved. Why would the manager want to help you now? You have a lot to learn about human nature. But I see from your profile that you are only 22 years old so this is par for the course.

You also assume that CompUSA is knowingly selling open box and referbed systems and not telling the customer. Were you there when the system was sold to your friend? Maybe your friend mis-understood the sales professional or needed the product ASAP. Obviously the manager tried helping your friend out by filling out the rebate forms and making sure all that was inorder. (Any of you reading this post ask yourself the following "How likely are you going to get help from a manager at a store in filling out rebates?")

Also, does Apple ship computers that have faulty parts new out of the box? The answer is yes, but it is rare. That is why you have a manufacture's warranty. Retail stores don't have to have a return policy. CompUSA does but my guess is that the sales policy states that the box must be intact to return the product. After that you must deal the the manufacture to get warranty issues resolved. Most people going into a retailer think that it is the retailers resposibility to fix products. That is not the case, it is the Manufacturer's resposibility. Retailers that are willing to help in this is a value that the retailer is adding to your purchase.

As far as the computer being registered the Apple rep didn't tell you that they have a policy of automatically registering Apple Computers that sit on the shelves at their resellers after 90 days. To me it looks like this is more than likely the problem with the computer. For example, it was sold to CUSA in Sept, in Nov. the 90 days came up and Apple assumes that it was sold in Sept.

Another post told how to get around this issue, which is to, fax in your reciept as proof of purchase to Apple. At which point Apple will reset the warranty at the date of purchase of the machine. Which they did anyway. Apple normally wouldn't do this unless the machine really hadn't been registered to another end user. It is highly unlikely that Apple would change their internal policy's for one customer. This just further illustrates that your friend did get a new computer.

Finally, your friend should think of changing "friends". You needlessly exasperated the situation instead of allowing your friends former student and manager at the store to help resolve the issue.

 

[clayj]

<tirade snipped>

Wow, first post, huh?

You don't by any chance happen to work for CompUSA, do you?

 

[FireArse]

F off CompUSA

Wow, first post, huh?

You don't by any chance happen to work for CompUSA, do you?

Who would have thought eh? I'm not spending another $ there. (I bought a memory stick when on holiday) I'll be travelling again to the States in June AND September - CompUSA will get NONE of my exchanged dollars.

A matter like this will kick-off big style in the UK. The item was not 'sold as seen' but as Brand New. If I got a 6-month old pre-registered Mac (when I paid £3k) they'd have to give me my money back OR a NEW certified one before I leave the store.

Sad story.

F

 

[ChrisA]

I think what could have happened is someone miskeyed in her serial number when registering the warranty, and when your friend tried to check on his warranty status he hit the snag.

The likelihood is higher that it's Apple's mistake than it is CompUSA. CompUSA is a reputable business!

DO serial number go 001, 002, 003 and so on or do they include a built-in checksum like bank account numbers. If they use the later system is't very unlikley that a typo would be a valid serial number.

A very simple system would be that serial numbers are of the form xxxxxyy what xxxxx is a counter and YY is the sum of al the five xxxxx digits. there could be other systems like xxxyxxz Some systems us a data and a serial number and they know what numbers go with what dates. mistyping serial numbers is such a common mistake and so easy to set up a system to detect it that I'd aume eveyone uses som kind of system

Still there is a one in a hundred chance of a typo going undetectred using my simple system

 

[ChrisA]

1st lets get into the crux of the matter.
.

The crux of the matter is
that Comp USA did not say _right away_ "we screwed up, sorry. Which do you want another computer or your money back?" Not doing that made them look like asses.

If they had done this right away I might concider shopping there. As it is they've lost many customers.

If any of you live in So.California and want to shop retail I suggest "Fry's" they have a libral return policy. They will take it back defective or not no matter what. Just tell them "I tried it and don't like it". They will put it back on the self witha sticked stating it as a return and a slight discount.

I asked about this policy, if it didn't cost the store a lot. The guy said "No" only maybe 1% of the products come back but 80% of the people who come in to shop come in because of the store's policies.

I buy on-line at apple.com or at amazon.com and a few others

 

[sel1965]

I have had problems at ComUSA in the past as well. I never shop there and I never will shop there! They need lessons in customer service as should the gryhound who must work for them since he speaks in circles just like they do.

 

[maverick808]

<load of rubbish snipped>

Wow, an underhand post like that is always completely transparent and absolutely the worst response a company can make. CompUSA is now no better than the many fake companies that are outright scamming people and using underhand posts like that to make it look like they have supporters.

I will be completely avoiding CompUSA in the future and ensuring that I tell all my friends and colleagues to do the same.