upperblue79 said:
There appears to be some misinformation going on here. The customer purchased a sealed powerbook Dec 16 at compusa. Today she confirmed that the original round apple seal was broken by her.
The customer thinks the original seal was broken by her. However, it's easy to reseal something, and a novice customer would not know the difference.
upperblue79 said:
The problems she first had when she got the notebook were a result of something that happened to mail.app when she performed the firewire transfer during setup and apple helped her resolve that over the phone.
Not quite true. Apple initially tried to help the customer, however the settings entered to Mail.app and Entourage.app would never "stick." This was most likely due to the failing hard drive. We reinstalled 10.4 over three times on the computer in question.
upperblue79 said:
When she called compusa to say her hard drive had failed she was asked if she had her original UPC and she said yes, so it was immediately decided the notebook would be exchanged with a brand new one. This decision was made solely on the bad hard drive, nothing was mentioned about this computer being registered when this decision was made. This was also almost 2 months after the purchase was made which compusa policy states is 21 day return or exchange.
http://www.compusa.com/terms.asp#returns Compusa was going beyond policy on this to satisfy the customer.
This is completely true. However, the customer did not know that the computer had been registered until she called Apple after she got home from the store (this time). The Apple representative told her that the computer was manufactured in July and registered in August by another person. This along with the failing hard drive and the slight bend on the left side of the PowerBook would make anyone suspicious. The Apple representative firmly stood by the registration claim and insisted that she take it back to CompUSA for a return despite the computer being a month old.
upperblue79 said:
When she showed up it was learned that the UPC had been mailed for a rebate. It was explained to her that the UPC with the serial number on it was the proof of purchase and that it is required to return.
This is also true. Initially, your store offered to exchange her machine. However, that really doesn't matter seeing that because of the rebate requirement (missing UPC code) it couldn't happen.
upperblue79 said:
At that point the customer stated she was ok with shipping it to apple to get the hard drive fixed. It was decided to let her ship it because apple would get a box to her faster than they would for compusa and this would get her notebook back to her faster.
She agreed to that because she felt intimated by your manager and staff. She felt like that was her only option. A better option would have been for someone at the store to actually contact Apple and discuss the registration. However, this failed to happen. She was never "okay" with anything. If anything she was very mad and disappointed in your customer service.
upperblue79 said:
Also, apple does have a policy that thier computers should be sold within a certain time period. It is up to the retailer to make sure to get the older macs out first and if not they can instate the warranty. As to if this is why they claim the computer to be registered I do not know.
This is something that was not explained to her at either CompUSA or Apple. Apple strongly insisted that the computer had been previously registered and implied it might have been return/display model.
upperblue79 said:
The manager talking about used cars is taken out of context. It was not an explanation on her computer but instead describing why they would sell an open unit, but open units are not sold in that compusa without the customer knowing it is and what happened to it.
The manager should never have even slightly compared a new computer purchase to a used/program car. She may have misunderstood the context of the comparison. However, you must keep in mind that at this point Apple is telling her that she has a registered computer that was manufactured in July.
upperblue79 said:
The customer also stated she did not ask or know her friend was posting this and she is fine with the situation and understands that since she broke the seal something must have happened to the computer before compusa recieved it.
The customer did not know at the time that I posted this thread. This thread was a source of frustration and more of a seeking advice. Look, you have CompUSA telling the customer that the computer was not used or a display model. Then, you have Apple telling the customer that the computer has been registered, was manufactured in July and implying that it might be a store return. Who are you to believe?