DOA Refub - Now what?

Discussion in 'Mac Basics and Help' started by daustin, Mar 9, 2008.

  1. daustin macrumors member

    Apr 12, 2005
    Just left of the middle of nowhere.
    Hope someone can give me a heads up on what will happen with this...

    I've been waiting to buy a new iMac for quite a while and was debating new or refurb. I decided to get a refurb last weekend because they didn't update the new ones and it doesn't look like it will be much of an udate when they do. I wanted to get a 24", but they were sold out and I decided to settle on the 2.4 20" (didn't want to spend the extra for the extreme).

    I received the computer of Friday, let it warm up a little (it was like a giant brick of ice out of the box), plugged it in, turned it on and nothing happened. No startup sound, nothing on the screen, just nothing. So I let it warm up a little more, hoping the cold was the problem, and moved it to another outlet. Still no dice.

    My next step was to call Applecare where I got the worst tech I have ever had when calling them. He was absolutely no help and told me to take it to an Apple retail store so they could fix it. (My problem with that is that the nearest one is over an hour away, and at $3.30 a gallon for gas, I'd rather not make the trip!)

    I went to the store this morning and they plugged it in, put their ear up to it and said "Um, this never happens. It's DOA." He told me I could either have them try to fix it or have it replaced...he also strongly recommended that I get it replaced. Then went on to explain that I bought a refurb and would have to call Applecare to get the replacement. I knew that was coming, but it bothers me a little that I'm the one required to do all of the footwork on this. He did get the case number from my original call and added his notes to it saying that it was DOA and that I wanted it replaced.

    Anyway, I called Applecare and they told me to hold while they read my file. They said they saw that I had been to the store and then told me to take it back to the store to get it fixed! I told them that I had opted for the replacement after talking to the Genius. I was on hold for what seemed like forever, talked to a few different levels of support and was finally told that I would have to talk to someone on Monday about what I would have to do to get a replacement. I'm supposed to get an email with my instructions.

    Does anyone know what I'm going to have to do? Are they going to make me pay to ship this back before they ship another one or are they going to send me one and then I return the dead one in that box?

    Also, if Apple has such great customer service, why do I feel like they are giving me the runaround? Is it just because I bought a refurb? If I had known it would be like this, I would have just bought a new one and gotten the 24" like I wanted to begin with. I don't see why the people at the retail store can't help with returns like this. They should be able to handle the return and authorize a replacement since they saw that it was not working at all.

    I'm not really too mad about this, but I am very frustrated, and I hope it doesn't turn into a big(ger) fiasco.

    Any help or info on what to expect would be greatly appreciated!

  2. daustin thread starter macrumors member

    Apr 12, 2005
    Just left of the middle of nowhere.
    I forgot to say where the "Refub" in the title came from! It was partially a typo and partially not. I emailed some of my friends about this and was typing "refub" because the first Applecare tech I talked to kept calling it a "refub" or "refurblished" or "reflurbished" computer!

    Would have just chaned the title, but don't know if it can be or how to edit it!!
  3. a104375 macrumors 6502


    Oct 8, 2007
    Matamoras, PA
    i would try calling Apple HQ and see if they could help more than the retail store or if you can return it and just buy a new one
  4. daustin thread starter macrumors member

    Apr 12, 2005
    Just left of the middle of nowhere.
    Can you do that? Calling Apple HQ I mean. I guess I could look into that, depending on what happens on Monday. Where would I get the number?

    I really did want to just tell them at the Apple Store that I would rather just return it and buy a new one, but it wouldn't have done any good because they said they couldn't take it back anyway.
  5. desiringGod macrumors regular

    Feb 15, 2008
    Just call the online Apple store and ask for customer service. They should help you out.

    That is what I did and got the service I needed after being told something different by the first apple person that I talked to.
  6. jackiecanev2 macrumors 65816


    Jul 6, 2007
    Wirelessly posted (Mozilla/5.0 (iPod; U; CPU like Mac OS X; en) AppleWebKit/420.1 (KHTML, like Gecko) Version/3.0 Mobile/3A110a Safari/419.3)

    i got a doa refurbed blackbook a year ago, and when i called applecare, they immedietely emailed me a shipping label to print and send it back, and once it was in logged in to the shipping, they overnighted me a new one. Sorry youre getting such the runaround; maybe just a bad applecare rep?
  7. daustin thread starter macrumors member

    Apr 12, 2005
    Just left of the middle of nowhere.

    Well, they're doing exactly what Jackie said! They sent me an email this morning with my new order number and it is being sent overnight so I should get it tomorrow. Now I just have to find a FedEx drop off...
  8. agentphish macrumors 65816


    Sep 7, 2004
    A good general rule of thumb with techs is that if you don't get one who you find helpful, hang up and call back. You'll always get a different person and generally you'll end up with satisfaction in the end.

    I have personally never experienced a bad support call with apple. In fact I would rate their support far above your average techs.

    In the future if you call apple you might ask your Level 1 technician to please put you through to a product specialist if you aren't getting anywhere, and not ask for a supervisor. The product specialists typically have more knowledge of a particular product and situation pertaining to that product and can help you out.

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