MP 7,1 Mac Pro UK Return Policy?

legareal

macrumors member
Original poster
Sep 15, 2016
50
20
Does anyone know if our ordered Mac Pros, (either custom built or base), can be returned in the usual 14-day window in the UK? Having second thoughts about our configuration and instead of cancelling the order we are considering ordering a second and comparing them.

Is there any literature from Apple on the above?
 

legareal

macrumors member
Original poster
Sep 15, 2016
50
20
Thanks, I'm aware of Apple's general policy on returns. Perhaps I should've been more clear.

https://www.apple.com/uk/shop/help/rma_stepbystep <- This link seems to imply you can return any order, custom-built or otherwise within the 14 day cooling off period. "you can return your Standard or Configured-to-Order hardware to us within 14 calendar days of delivery".

https://www.apple.com/uk/legal/sales-support/sales-policies/retail_uk.html <- However this link appears to contradict the above, stating "Custom-configured products, including personalized iPads, cannot be returned or exchanged."

So what of our built to order Mac Pros?

Furthermore, is the base model of Mac Pro even considered to be a configured item? I would guess not, however the long lead times lead me to believe there is no stock laying around and therefore each unit is built per order.
 

[maven]

macrumors newbie
Jan 29, 2020
10
3
The difference is in the URL, for retail (i.e. Apple Store) there is no 14 days return for custom orders, for anything ordered online (so also Apple's Online Store) the 14 days apply. Something you have the EU to be thankful for... ;)
 

legareal

macrumors member
Original poster
Sep 15, 2016
50
20
Thank you! That makes sense now. Any idea on whether or not the base Mac Pro is considered "configured" or not? I recognise that sounds like a stupid question.
 

AdamSeen

macrumors regular
Jun 5, 2013
176
137
I assume you bought it online? Then you can take it back to an Apple store within 14 days or have it sent back.
 

edgerider

macrumors regular
Apr 30, 2018
246
131
I ordered via the phone with my local retail business team.
up to yesterday, i would have say yes, because that’s european law about online sale. but i duno how that translate now that you are back to UK laws
 

AdamSeen

macrumors regular
Jun 5, 2013
176
137
Easiest to phone ‭(0800 107 6285)‬ customer support, and let us know. I’m sure the answer will be yes.
 

legareal

macrumors member
Original poster
Sep 15, 2016
50
20
Easiest to phone ‭(0800 107 6285)‬ customer support, and let us know. I’m sure the answer will be yes.
I'm still not much the wiser. I spoke to Apple aftersales on the phone on Sunday and gave them my order number, they were adamant I would be able to return the Mac Pro up to 28 days after receipt of the machine. I asked them to check and double check again and they assured me I would be able to return it and that I should feel free to go ahead and place an order for a new Mac Pro now in good faith. They told me that with the order number I gave them they could return the order then and there for a full refund.

This morning I called my business rep at Apple retail to confirm, they were very helpful but disagreed and said even the base Mac Pro is considered configured and there is no way it can be returned. They proceeded to explain that I could get a different person on the phone each time and they could each give a different answer. They recommended against ordering the new Mac Pro without first cancelling the former order as I would then be stuck with two machines.

So yeah. Confused much.
 
Last edited:

AdamSeen

macrumors regular
Jun 5, 2013
176
137
I’ve returned my Mac Pro (too loud, see other posts for info), which had multiple configurations. I bought online through phone team and returned to store no problems within 14 days. I’m in the UK. I’d go with the online teams advice for this.

I’ve found the local business teams a little pushy so may not want you affecting their stats. The only thing to consider, is there variations to 14 day return when you buy as a business rather than consumer? I bought as a consumer.
 
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s66

macrumors regular
Dec 12, 2016
195
135
I have built to order MP7,1s that I can still return online (link is active, don't want to do it though).
Bought them online Dec 12th, got delivery on Jan 28th.
Located in Belgium (but the UK should still fall under the EU rules for the rest of the year at least), as a private person (not as a business customer)
 
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legareal

macrumors member
Original poster
Sep 15, 2016
50
20
Thanks all, real head scratcher as I don't quite know how to proceed now. I wish there were a little more unity between retail and online.
 

fordox

macrumors newbie
Feb 4, 2020
2
0
Just to add another data point, I've also recently returned a configured MP7,1. Honestly, I'd ask for a new sales rep!

I've just had a hell of a few months with buying and returning stuff, for illustration's sake:

- First I ordered a high spec MBP16 to see if I could live with just a laptop. I couldn't.
- Returned that and ordered a Mac Pro.
- Realised the spec I'd ordered was wrong, so returned that and re-ordered with a better spec.
- Ordered an XDR at the same time because my sales rep said "they're back-ordered, so order it now to get in the queue, and if you decide you don't want one, cancel".
- That shipped out earlier than expected, so I didn't have time to cancel it. Decided I may as well see what all the fuss was about.
- Wasn't impressed (4k @ 120hz > 6k @ 60hz), so I returned it.
- Finally, I realised I still needed a laptop, so purchased a base MBP16.

Which all looks absolutely ridiculous now that I've written it out! But there we are. You'll be fine. :)
 

Ifti

macrumors 68020
Dec 14, 2010
2,406
520
UK
As stated above - whether its configured doesn't matter - if its within the 14 day period you can legally return it for a full refund.
I am in the UK and have returned custom configured laptops in the past without any issue.

You just cant return anything that's been personalised, like an engraved iPad etc, since it cannot be resold. Your Mac pro will just end up in the refurb store at some point as its not personalised.

Keep at them. They may wish to keep their stats up, or may not wish to refund a large order, but its your legal right.
 

s66

macrumors regular
Dec 12, 2016
195
135
What you order in a brick and mortar store and what you order online can have different return policies on it. The legal requirements are there to protect you from things you have not seen as a consumer.

As a consumer, I never order in the physical Apple Store itself (ours is always way too busy anyway), always do it online, more protections there and much less crowded.
 

legareal

macrumors member
Original poster
Sep 15, 2016
50
20
Well, things went from confusing to awful very quickly.

The business store cancelled my order without any prompting from me.

I sent them an email saying "I would like to go ahead and order the 16-core, I'll call later to discuss my plans for the 8-core model we have on order".

Their reply said "Please review the quote I have attached. On another note I have cancelled your previous order for the Mac Pro."

I am literally furious. So instead of having an 8-core from next week to get me out of trouble while I waited for the 16-core to arrive. Now I simply have no machine at all until next month! (March 2nd)

Why on earth would the business rep do this?! 😩

I asked if she could reinstate the order but apparently that is impossible now. I've incurred a 3 week delay. Any ideas how I could escalate this issue? Surely someone at Apple can help me solve this.
 

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fordox

macrumors newbie
Feb 4, 2020
2
0
Man, that sucks! Honestly your business rep sounds pretty rubbish - they're ill informed and doing stuff without your say so, not cool. Personally I'd stop using them as your point of contact, maybe you could ask to speak to her manager and ask to be assigned a new rep?

Or I guess you could call the sales team and just calmly ask to speak to a manager - 'I'd like to escalate this call' etc etc. Not sure if that's even a thing with Apple though.
 

AdamSeen

macrumors regular
Jun 5, 2013
176
137
I always find the stores pushy - they are probably trying to reach some sales targets or similar. Go through the online store team, it’s more relaxed.

I don’t think you’ll be able to do anything about your cancellation, unfortunately.
 
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