How Can Apple Possibly Justify The 10% Restock Fee?

[amorya]

UK maybe different.

UK is different. You can demand a full refund for any reason within a week, if you bought the product online. (The company even have to pay the shipping to return the item.) It's pretty nice, 'cos it lets you not worry about things like dead pixels — don't like it, just return it. It's called a cooling off period.

 

[shambo]

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?

A laptop IS NOT a car. Just in case you were confused. 🙄

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?)

Maybe this will help...

 

[Mhmm]

just want to complain?

Bingo!

Seriously, you bought a $2300 computer, heard a noisy fan, and your first thought was: "I want nothing to do with this computer anymore, give me back my money!"? Sounds a bit harsh to me; as many others have said, you could have asked for a fix or a replacement like most people would.

To be honest I doubt you told them you thought the fan was defective, because the first response of Apple would be "let us fix that for you" (which seems you didn't even consider doing) as they would rather keep your money than give it back.

Edit: Eeek, a bunch of responses while I was typing... I'm slow.

 

[iLog.Genius]

A laptop IS NOT a car. Just in case you were confused. 🙄

Ok, can you stop responding to useless posts and answer the questions that will actually help you out? The longer this thread goes on, it just looks like you want to complain. And you should know that if Apple is wrong in this situation, they can credit the restocking fee which would be in your benefit since you allowed this to even reach 3 pages just on useless arguing.

 

[shambo]

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.

So you just contradicted yourself yet I'm supposed to take you seriously? 🙄

Ok, can you stop responding to useless posts and answer the questions that will actually help you out? The longer this thread goes on, it just looks like you want to complain. And you should know that if Apple is wrong in this situation, they can credit the restocking fee which would be in your benefit since you allowed this to even reach 3 pages just on useless arguing.

What more do you want to know? I have already posted up the initial order and return process (see above) print out. The fan was noisy and faulty so I returned the good for a refund. I expect a full refund.

 

[iLog.Genius]

Maybe this will help...

Thank you! From the shipping information, you would've still been within the 14-day policy and like you said, the fan was defective so the situation would be in your favor - simple exchange, they send you one, you send defect back or vice versa depending on your options to hold/credit card information.

There would be NO reason for Apple to charge you a restocking fee (unless engineers did test and everything was on spec) if you had notified them that the reason of return is due to a defect which is odd because you are here posting. My next question is, is there a reason why you just didn't go for an exchange, instead you just wanted a refund?

 

[shambo]

Thank you! From the shipping information, you would've still been within the 14-day policy and like you said, the fan was defective so the situation would be in your favor - simple exchange, they send you one, you send defect back or vice versa depending on your options to hold/credit card information.

There would be NO reason for Apple to charge you a restocking fee (unless engineers did test and everything was on spec) if you had notified them that the reason of return is due to a defect which is odd because you are here posting. My next question is, is there a reason why you just didn't go for an exchange, instead you just wanted a refund?

Thank you I am getting somewhere now with someone at least knowledgeable. To be honest when I phoned them up I said I wasn't happy with the laptop so was considering a refund. He asked my why so I said the fan was excessively noisy so he said 'hold on I'll initiate a return number/code/incident*. I reiterate AT NO POINT DID HE ASK ME IF I WANTED IT REPLACED OR FIXED NOR IF I WOULD BE CHARGED 10% RESTOCK FEE.

* cant remember actual phrase used

 

[JoeDRC]

Buyers remorse.
You just realised you spent huge dollars on a machine, you either can't afford it or you don't feel comfortable spending that much money.
I have a feeling this is your first mac.

You had a faulty fan, but didn't mention it?
Because you knew Apple would offer to fix it.

Unfortunately Apple is obviously allowed to ask for a restocking fee in your country. You should of done your homework.

There is nothing you can do except, get it fixed, exchange it or pay the restocking fee.

 

[dr. shdw]

Thank you I am getting somewhere now with someone at least knowledgeable. To be honest when I phoned them up I said I wasn't happy with the laptop so was considering a refund. He asked my why so I said the fan was excessively noisy so he said 'hold on I'll initiate a return number/code/incident*. I reiterate AT NO POINT DID HE ASK ME IF I WANTED IT REPLACED OR FIXED NOR IF I WOULD BE CHARGED 10% RESTOCK FEE.

* cant remember actual phrase used

So call them back...

 

[iLog.Genius]

Thank you I am getting somewhere now with someone at least knowledgeable. To be honest when I phoned them up I said I wasn't happy with the laptop so was considering a refund. He asked my why so I said the fan was excessively noisy so he said 'hold on I'll initiate a return number/code/incident*. I reiterate AT NO POINT DID HE ASK ME IF I WANTED IT REPLACED OR FIXED NOR IF I WOULD BE CHARGED 10% RESTOCK FEE.

* cant remember actual phrase used

Ok, so personal reason you had no intention of getting an exchange just a refund which is fine. If at anytime you had mentioned that the reason for return was due to possibly a faulty fan, that agent should've have noted it in your case. Were you given a case number by any chance? Now that we're clear on the situation, you shouldn't have been charged a restocking fee.

Your next step would be to call AppleCare back and ask to speak with Customer Service. If you have a case no. it would be faster rather than them having to find it but if not they should still pull it up. There is a strong chance that you will get a credit back for the fee because I don't see the reason for Apple charging you a fee if your return was based on bad hardware. There is that possibility that engineers found nothing wrong with it thus charged you but I can't tell from that slip if they received it or not.

 

[ChrisA]

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. 😡

QUESTION:

Did you tell Apple it was defective and ask to have to replaced or repaired? If you did that then you would not have to pay.

If you simply returned it because you did not want it then re-stocking applies.

So, did you tell them it was defective? Did you ask for a repair?

 

[shambo]

Buyers remorse.
You just realised you spent huge dollars on a machine, you either can't afford it or you don't feel comfortable spending that much money.
I have a feeling this is your first mac.

You had a faulty fan, but didn't mention it?
Because you knew Apple would offer to fix it.

Unfortunately Apple is obviously allowed to ask for a restocking fee in your country. You should of done your homework.

There is nothing you can do except, get it fixed, exchange it or pay the restocking fee.

So far off the track no point commenting.

 

[Mhmm]

Thank you I am getting somewhere now with someone at least knowledgeable. To be honest when I phoned them up I said I wasn't happy with the laptop so was considering a refund. He asked my why so I said the fan was excessively noisy so he said 'hold on I'll initiate a return number/code/incident*. I reiterate AT NO POINT DID HE ASK ME IF I WANTED IT REPLACED OR FIXED NOR IF I WOULD BE CHARGED 10% RESTOCK FEE.

* cant remember actual phrase used

There's your problem! You didn't say the fan was defective, you said you considered it too noisy. To make it a little clearer, let's say you order a 13" MBP, but you get one that is defectively 14" (bare with me), so you phone them up and ask for a refund because the machine is too big, without further details; the natural assumption is that there is no defect and you're just returning it because you don't like it.

 

[iLog.Genius]

Buyers remorse.
You just realised you spent huge dollars on a machine, you either can't afford it or you don't feel comfortable spending that much money.
I have a feeling this is your first mac.

You had a faulty fan, but didn't mention it?
Because you knew Apple would offer to fix it.

Unfortunately Apple is obviously allowed to ask for a restocking fee in your country. You should of done your homework.

There is nothing you can do except, get it fixed, exchange it or pay the restocking fee.

That's not true. You can't tell me once you make a purchase, your only options are those 3 you listed and refund is not one of them. A refund is possible and based on what the OP had clarified, he is entitled to refund a product if he is not happy with it and in this case it was defective hardware. It wasn't something he decided, hey I don't want it anymore take it back.

Although those are options, the consumer is in no way obligated to take those options. OP like I stated a few posts up, call them back and ask them why you were charged a restocking fee for returning faulty hardware. They will clarify for you. If tests came back from engineering and they found no problem they should be able to tell you. Either way, you will find your answer.

 

[Flipstar]

That's not true. You can't tell me once you make a purchase, your only options are those 3 you listed and refund is not one of them. A refund is possible and based on what the OP had clarified, he is entitled to refund a product if he is not happy with it and in this case it was defective hardware. It wasn't something he decided, hey I don't want it anymore take it back.

Huh? If he wanted to keep it, why didn't he just ask for a repair?

I call buyer's remorse too.

 

[shambo]

Ok, so personal reason you had no intention of getting an exchange just a refund which is fine. If at anytime you had mentioned that the reason for return was due to possibly a faulty fan, that agent should've have noted it in your case. Were you given a case number by any chance? Now that we're clear on the situation, you shouldn't have been charged a restocking fee.

Your next step would be to call AppleCare back and ask to speak with Customer Service. If you have a case no. it would be faster rather than them having to find it but if not they should still pull it up. There is a strong chance that you will get a credit back for the fee because I don't see the reason for Apple charging you a fee if your return was based on bad hardware. There is that possibility that engineers found nothing wrong with it thus charged you but I can't tell from that slip if they received it or not.

Thanks at least you seem to know something about this process. Yes they gave me a case note which I am persuing because at the end of the day I want another MBP but one that works. I repeat when I told them I was unhappy about my initial purchase they never offered me a refund nor replacement. Hence one reason why I'm so pissed.

Huh? If he wanted to keep it, why didn't he just ask for a repair?

I call buyer's remorse too.

THIS IS FAR FROM BUYERS REMORSE. I AM READY TO BUY ANOTHER YESTERDAY BUT I WANT TO ASSURANCE THE NEXT ONE WONT BE FAULTY. 🙄

 

[iLog.Genius]

Huh? If he wanted to keep it, why didn't he just ask for a repair?

I call buyer's remorse too.

You're only looking at half the picture. Let's say OP was insecure about making a purchase and was skeptical at whatever (you don't know his feelings and what not) but decided, what the heck lets try a Mac. If he gets it and finds that there is something wrong and now lost faith in the brand, why cant he return it? You're telling me you've never bought a set of tools, clothes or whatever and found it to be inadequate and returned it telling yourself you're never going to buy that brand again?

 

[HLdan]

Thanks for ignoring all of my questions. Honestly, with your attitude I hope Apple gets to keep the restocking fee that they charged you. 😛

 

[thegoldenmackid]

Thanks for ignoring all of my questions. Honestly, with your attitude I hope Apple gets to keep the restocking fee that they charged you. 😛

Don't worry, you weren't the only one. We have all learned a good lesson today: thank god/jesus/buddah (or allah for Shambo) that MacRumors' users do not run Apple's Support. Although Shambo would have been getting the same results regardless it seems.

oh, you also called out jessica. which I have been warned is a rather large mistake.

 

[Mhmm]

Gah! Let me say it again: You didn't make it clear the computer had a defect when on the phone. Call them up, have them take a look and if they determine you were right they might refund you the 10%. However, if they don't, it is only your fault for not being clear in the first place.

If you had told them clearly that it had a defect, they would have offered a fix or an exchange because they are greedy bastards looking to keep your money like every other business out there.

Didn't it ocurred to you that the product you had just bought came with a warranty?

 

[iLog.Genius]

Gah! Let me say it again: You didn't make it clear the computer had a defect when on the phone. Call them up, have them take a look and if they determine you were right they might refund you the 10%. However, if they don't, it is only your fault for not being clear in the first place.

If you had told them clearly that it had a defect, they would have offered a fix or an exchange because they are greedy bastards looking to keep your money like every other business out there.

Didn't it ocurred to you that the product you had just bought came with a warranty?

Maybe they did and he declined. He's not the only one that has done this. I've had various calls come in doing the exact same thing. I've gave the customer the options: we can repair for you under the 1-year warranty and/or if you're within the 14-days we can go ahead and exchange it for a new model. Sometimes customers don't want to, one headache is enough for them so don't hold it against them if they just want a refund thinking they're scamming or whatever. Some people just can't tolerate things but whatever.

 

[dejo]

...but I want the assurance the next one won't be faulty.

No one, not even Apple, can guarantee you the next one won't be faulty. This is technology equipment we're talking about. They cannot always be 100% perfect. Sometimes there are defects. This is why companies offer warranties.

 

[Mhmm]

But he did say he still wants the computer, and that those options were never offered to him; which tells me that whoever was on the other side of the phone did not get the message that the computer was defective. Just a matter of miscommunication.

 

[Sun Baked]

Well, a CTO is typically a non-refundable item ... and at times a pain to get replaced when DOA.

Configure-to-order, personalized or other customized products may not be returned for refund or exchange under any circumstances unless such product is Dead on Arrival (see the section below for more detailed information on such Dead on Arrival products).

 

[iLog.Genius]

But he did say he still wants the computer, and that those options were never offered to him; which tells me that whoever was on the other side of the phone did not get the message that the computer was defective. Just a matter of miscommunication.

It is just that. What OP needs to do is call Apple up and sort out this mess. OP was under the impression that Apple just charges restocking fees for ***** and giggles but there is a reason for that but someone was misunderstood and led us to this 3 paged thread.