When I phoned them up and asked for a refund they never offered me a replacement or a fix. If they had I would have accepted a straight replacement but NOT a fix.
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How Can Apple Possibly Justify The 10% Restock Fee?
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When I phoned them up and asked for a refund they never offered me a replacement or a fix. If they had I would have accepted a straight replacement but NOT a fix.
If they can care less about their customers, they still have a ways to go before they can't care less.
haha i guess i'm not the only one who saw this.
if you wanted to keep the MBP and the only problem was the fan which they would have fixed, why not do that? i mean you aren't going to lose anything if you saved stuff on there, you weren't having any other major problems. to me it just seems like a small reason to want a brand new product.
When did you phone them after you got it delivered? Also did you tell them the fan was borked? Details...
What? I live in Canada and all sales are most certainly not final. Refunds are subject to the terms of the sale and most details are printed on the receipt. In general, most large retailers provide a limited refund period (7-14 days) and then a longer exchange or repair period (at their discretion; often the length of the warranty). When no terms are specified, it is my understanding that the onus is on the retailer to display 'all sales final' signs in clear view.
The refund / exchange rules for Apple Canada seem substantially the same as thoese for Apple USA.
IMO, you have some responsibility in this situation that you need to live up to.It is not my fault they sold me defective goods so why am I having to pay for it? I forked up a large sum in good faith that I would be getting a suitably working piece of electronics yet I am the one who has been left doing the quality assurance AND getting charged 10% of my initial outlay AND my time for it.
All online stores have their sales & refund polices posted on their site. Apple's is linked to on the footer of every page.
It's YOUR responsibility (as the consumer "with a large sum" to spend), to understand what the store's policies are BEFORE YOU FREAKING BUY A LARGE TICKET ITEM from said store.
And thiagos, I'd say that about this type of complaint regardless of the specific retailer. This is also why I buy my notebooks from Amazon.com, not Apple.com.
I recently bought a buy to order 15" 2.8Gz Macbook Pro from the online Apple Store however after receiving the goods I discovered that one of the fans was faulty and making excessive noise. So sending this back for a refund how can Apple justify fleecing me 10% of my original $2,299 outlay?
They should replace it for you, especially if its new...don't ask us, call Apple and ask them why they are trippin'.
The fanboys (and fangirls) aren't really out. And if they are, given the nature of this thread, not many of them are supporting Apple.
They do not charge a restocking fee if the machine is defective. If your machine was defective and they charged you a restocking fee you need to escalate your complaint until someone takes the fee off because that is clearly wrong and against policy.
If you just changed your mind then they can and do because they will have to resell it as a refurb as a substantial discount. This seems entirely reasonable to me.
If you just changed your mind then they can and do because they will have to resell it as a refurb as a substantial discount. This seems entirely reasonable to me.
We still don't have the complete details, but if you phoned SALES and immediately asked for a refund before stating something was wrong with the unit, they are going to treat it as a normal refund, thus the restocking fee. Even if you later say its because of fan noise, since you originally said you just wanted a refund, they are going to assume that everything you say after that is just an excuse to get out of the restocking fee.
Now if you called up SUPPORT and tried to get the fan fixed to no avail and then asked for a return/refund that would be a different story. Then you could claim it was DOA. Of course, that would mean it had to have done it right out of the box and you would have had to call right away. Once you've used it for more than a few days, it is now a used unit and you are only eligible for repair under warranty.
The problem is all of these companies have consumers continuously trying to screw them over, so they have to implement strict policies and adhere to them.
This is precisly my point. It is not my fault they sold me defective goods so why am I having to pay for it? I forked up a large sum in good faith that I would be getting a suitably working piece of electronics yet I am the one who has been left doing the quality assurance AND getting charged 10% of my initial outlay AND my time for it.
So you had a defective fan and then what happened? You sent it back for a refund? I'm surprised they took a restocking fee since it was faulty, fair enough if it was fine, but thats a bit much.
On the other hand however why did you not just get it fixed or get a replacement? Neither of those options would have cost you ANY money!
I'm going to agree with others, OP was not very clear. You need to be clear in your original post for us to better help you or understand the situation.
How long have you had your MacBook Pro? If it's within the 14 days, then they would've offered an exchange at no charge to you. Basically anytime within the 14 days, there would be nothing charged to you unless you simply stated you wanted to return without a reason why and in that case there would be a restocking fee. If it was past the 14 days, be glad that they even took it back and a restocking fee shouldn't even be argued. Also, past that window, they would've offered repair since you have 1-year limited warranty. Depending how far you were out of the 14 days, usually Apple will give you a replacement. If you were 2-3 weeks out, I hope you were not expecting a exchange for a new unit and in that case, I'm going to have to side with Apple if you decided for a refund because they didn't give you a new unit - and be glad they even did that for you outside of the return period.
There are a lot of scenarios and none we can apply because you were not clear. There are probably some CSR's out there but this is simple return/exchange policy that is straightforward. If Apple did charge you a restocking fee, then I'm pretty sure it was justified under their policy. Again, we still don't know what's going on here so you might want to repost and explain the whole scenario in details so you don't take our posts the wrong way and feel like we're fanboys and attacking you.
How long have you had your MacBook Pro? If it's within the 14 days, then they would've offered an exchange at no charge to you. Basically anytime within the 14 days, there would be nothing charged to you unless you simply stated you wanted to return without a reason why and in that case there would be a restocking fee. If it was past the 14 days, be glad that they even took it back and a restocking fee shouldn't even be argued. Also, past that window, they would've offered repair since you have 1-year limited warranty. Depending how far you were out of the 14 days, usually Apple will give you a replacement. If you were 2-3 weeks out, I hope you were not expecting a exchange for a new unit and in that case, I'm going to have to side with Apple if you decided for a refund because they didn't give you a new unit - and be glad they even did that for you outside of the return period.
There are a lot of scenarios and none we can apply because you were not clear. There are probably some CSR's out there but this is simple return/exchange policy that is straightforward. If Apple did charge you a restocking fee, then I'm pretty sure it was justified under their policy. Again, we still don't know what's going on here so you might want to repost and explain the whole scenario in details so you don't take our posts the wrong way and feel like we're fanboys and attacking you.
No I phoned them up BEFORE I got it delivered. OF COURSE I PHONED THEM UP AFTER IT WAS DELIVERED AND YES I TOLD THEM THE FAN WAS BORKED (sic).
So I am responsible for quality checking the goods on delivery that they are not faulty, not Apple who sold it to me in the first place?
No I phoned them up BEFORE I got it delivered. OF COURSE I PHONED THEM UP AFTER IT WAS DELIVERED AND YES I TOLD THEM THE FAN WAS BORKED (sic).
How long did you wait to phone them? Did you not want it to be repaired?
What did the CSR say when you told them the fan was malfunctioning? And why are you yelling?
So I am responsible for quality checking the goods on delivery that they are not faulty, not Apple who sold it to me in the first place?
Hold on you called them up before the notebook was delivered to tell them....that the fan was broken? speaking of rolling eyes...
Oh Allah, Allah Akbar!!
WHERE DID I EVER SAY I CALLED THEM BEFORE I RECEIVED DELIVERY THAT THE FAN WAS BROKEN?
Oh Allah, Allah Akbar!!
WHERE DID I EVER SAY I CALLED THEM BEFORE I RECEIVED DELIVERY THAT THE FAN WAS BROKEN?
Someone missed something.
You still haven't given much detail of:A. What country you are in?
B. What you said?
C. What exactly Apple said...
Scenario: You buy a new car and get it home. You notice that the left headlight isn't working correctly, its a little dim. Do you:
You *may* be entitled to a return for no fee, but I doubt it. You can't return a car to the dealership for a small issue like a noisy fan. They will fix it for you, free of charge. You purchased the laptop, so obviously you WANT that laptop. So why don't you just ask to get it fixed, free of charge and carry on?
- Drive to the dealership and ask to return the car
- Drive to the dealership and ask that they replace the entire car
- Drive to the dealership and ask that they fix the light
You *may* be entitled to a return for no fee, but I doubt it. You can't return a car to the dealership for a small issue like a noisy fan. They will fix it for you, free of charge. You purchased the laptop, so obviously you WANT that laptop. So why don't you just ask to get it fixed, free of charge and carry on?
Agree, they saw nothing wrong with the computer and thus charged the
restocking fee. If you had just wanted an exchange, you also would have been ok.
In your case, they should have charged you an extra 10% lol/
restocking fee. If you had just wanted an exchange, you also would have been ok.
In your case, they should have charged you an extra 10% lol/
Someone missed something.
A. What country you are in?
B. What you said?
C. What exactly Apple said...
A, What does my country matter?
The point is Apples 10% restock charge. B, Refer to #26
C, Refer to #26
Actually anyone buying any good has a right of a cool of period AFTER buying the good whether faulty or not.
No, once a car leaves the lot it cannot be returned. It is under warranty and can be FIXED, free of charge, but not returned.
So again, why are you not just getting it fixed? You purchased the laptop, you obviously want that laptop, so why not get a free fix and be on your way?
They are not allowed to in the UK. The law says that if you receive a defective product you are entitled to a full refund. And Distance Selling Regulations say that if you buy a product over the internet or phone you have 7 days in which you can get a full refund for any reason.
Man, I'm confused. No questions being answered just a lot of insults being thrown. HOW LONG DID YOU HAVE YOUR MACBOOK PRO FOR? (can you please just answer that question?)
A, What does my country matter?
B, Refer to #26
C, Refer to #26
Your country matters because charging a restocking fee is against the law in some countries.
You already got your answer to the original question: the restock fee is justified if you return a perfectly fine machine because they have to resell it as refurb which will be discounted.
You have a faulty machine, by your account, so there is something off in your story as Apple will generally abide by their own BTO return policy (which you clearly have failed to read).
Why don't you calm down and answer the logical questions being asked so that we may help you because bottom line, Apple's QC department is non-existent and you are probably well within your right to get a replacement machine or at least a repaired machine.
A, What does my country matter?
B, Refer to #26
C, Refer to #26
Shambo, #26 doesn't tell us if you contacted Support or Sales when you found out the problem. It also doesn't tell us if you immidiately asked to return the item, or if you first mentioned something was wrong with it and then wanted to return it, nor does it tell us if the problem occured new out of the box, after a day, a week, etc. This makes a huge difference. As I stated earlier, if you simply contacted Sales about a return, you will almost always be charged a fee. Had you contacted Support first this would probably never have happened.
Did you actually want help or did you just want to complain?
At any rate, here's a couple of questions for the OP since he's honestly trying to be vague about.
When you called Apple to tell them that the computer has a defective fan, did you ask them for an exchange?
If not, why? Please spare us that they didn't offer you an exchange, they don't have to "offer", you have to ask.
Did you not buy a machine with an intent to keep it?
If so, then again, why didn't you insist on an exchange?
Apple doesn't have to "offer" you an exchange in order for you to get one. All you have to do is ask. I only buy from Apple online and I can assure you when things I've bought are defective they are very nice about exchanging it but the customer has to at least ask for an exchange.
If you all you did is say, " I want a refund" then I have to hold you suspect of something fishy. It's a consumer product, things happen. A defective machine on the first delivery shouldn't turn you off so much that you wouldn't even ask for an exchange.
So, please answer these questions so we can clear this up. If Apple is charging you a restocking fee then they are holding you suspect as well for something fishy. They will only charge a restocking fee if they saw nothing wrong with the machine and the customer just wanted a refund and didn't want an exchange.
When you called Apple to tell them that the computer has a defective fan, did you ask them for an exchange?
If not, why? Please spare us that they didn't offer you an exchange, they don't have to "offer", you have to ask.
Did you not buy a machine with an intent to keep it?
If so, then again, why didn't you insist on an exchange?
Apple doesn't have to "offer" you an exchange in order for you to get one. All you have to do is ask. I only buy from Apple online and I can assure you when things I've bought are defective they are very nice about exchanging it but the customer has to at least ask for an exchange.
If you all you did is say, " I want a refund" then I have to hold you suspect of something fishy. It's a consumer product, things happen. A defective machine on the first delivery shouldn't turn you off so much that you wouldn't even ask for an exchange.
So, please answer these questions so we can clear this up. If Apple is charging you a restocking fee then they are holding you suspect as well for something fishy. They will only charge a restocking fee if they saw nothing wrong with the machine and the customer just wanted a refund and didn't want an exchange.
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