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Mangled Refurb MBP from Apple Store

I've bought 3 previous apple refurbs, all 3 were almost indistinguishable from brand new units. If you've seen how fedex/ups throw the 'fragile' boxes around, you would know who is at fault. I'd let apple make it up to you. I think the 'free superdrive thread' here is getting everybody to think that complaining will automatically get you a cookie.
 
had the same problem with UPS two days ago it was a hole in my refurbish box about 3 inches by two like someone punch the box ,no damage ,i return it for other reason
 
I'm confused, if they box isn't damaged then how could it have been damaged in transit?

It clearly left the refurb place like that.

So much for 'new external case on each refurb model' that people keep rumour mongering about here.
 
I'm guessing whoever packaged the MacBook Pro (what ever country it was in), dropped it and didn't care to replace it out of fear of getting in trouble, so they just packed it and shipped it to the OP.

Or the OP dropped it and is trying to get away with something... :p
 
andymac2210 said:
I'm confused, if they box isn't damaged then how could it have been damaged in transit?

It clearly left the refurb place like that.
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If the box were dropped on the floor so that it landed perfectly flat on its side, the MBP inside would have also essentially hit the ground, and there wouldn't necessarily be any damage to the box.

So much for 'new external case on each refurb model' that people keep rumour mongering about here.
Click to expand...
No rumor mongering required. Apple's online store is quite clear about which refurbished products come with a new external case and which don't.

Refurbished iPods:
We test and certify all Apple refurbished products and include a 1-year warranty.
All refurbished iPod models also include a brand new battery and outer shell.
Click to expand...

Refurbished iPads:
We test and certify all Apple refurbished products and include a 1-year warranty.
All refurbished iPad models also include a brand new battery and outer shell.
Click to expand...

Refurbished Macs:
We test and certify all Apple refurbished products and include a 1-year warranty.
Click to expand...
 
Apple handled my complaint properly, but my question is: why would they ship such an expensive item so poorly? It should have shipped in two boxes, not a flimsy single box. Something doesn't seem right.
 
groove-agent said:
Apple handled my complaint properly, but my question is: why would they ship such an expensive item so poorly? It should have shipped in two boxes, not a flimsy single box. Something doesn't seem right.
Click to expand...

I agree, that foam they use in the refurb boxes are garbage.
 
i ordered a refurb pro and in came in the same box with the same foam and it fit the box perfectly and the macbook was in 100% brand new condition. Tottaly indistinguishable from a new one. This was 2 weeks ago.
 
groove-agent said:
Apple handled my complaint properly, but my question is: why would they ship such an expensive item so poorly? It should have shipped in two boxes, not a flimsy single box. Something doesn't seem right.
Click to expand...
Expensive for you, not expensive for them. Someone's obviously figured out that over the long term it'll be cheapest for them to pack refurbs as they do and deal with the occasional damaged item. Besides, the shipping company will have to pay for the damage, so other than paying for the time their customer service reps had to spend dealing with the exchange, there's little cost to them.
 
aristobrat said:
If the box were dropped on the floor so that it landed perfectly flat on its side, the MBP inside would have also essentially hit the ground, and there wouldn't necessarily be any damage to the box.


No rumor mongering required. Apple's online store is quite clear about which refurbished products come with a new external case and which don't.

Refurbished iPods:


Refurbished iPads:


Refurbished Macs:
Click to expand...



So refurbished macs don't have a new outer shell?

Case closed.
 
I have purchased several refurbs. The current packaging is just like you received. But the earlier refurb laptops came double boxed, been some years ago now.

I completely understand why it shook your confidence. My first thought was how many have been bumped and knocked around and don't show external damage? Who wants to shell out $2000 for a laptop if it's packaging doesn't protect it from rough handling while shipping? I wouldn't pay that kinda money if someone told me they dropped the laptop but it looks fine.

I get it. But, my experiences have been good with refurbs.
 
groove-agent said:
When they revealed that the new MBPs did not have an antiglare option, I rushed and ordered an antiglare previous gen MBP from the Apple refurb store (plus I wanted a large hard drive, and a superdrive). I wasn't really in a position to shell out $2k at this point, but my current MBP is 3.5 years old and I don't want to get stuck with a glossy screen in case it dies and is too expensive to repair.

Anyway, I was counting the days until it arrived and today was what I thought would be a happy day because my laptop was scheduled to arrive. Unfortunately it did not arrive in the condition I was hoping for. There was a puncture hole in the side of the box and when I opened it, it looked like the unit took a hit.

Even though it is a refurbished laptop, I would have thought they would have put more care and consideration into it. it's It looked worse than something I purchased off ebay from a private seller! The MBP was packed in a flimsy cardboard box suspended by some easily compressed foam. I would have thought they would have packed it in a standard MBP box (I mean, how much does it cost them?) then put it in a shipping box.

Upon removing the laptop from the foam, I noticed that one corner of the laptop has been crushed although there is no indication of this on the box! The seal on the clear plastic packaging was broken, and was covered in dust due to the exposure to the elements due to the hold in the side. I tried powering up the unit and it had a washed screen, plus the corner was so damaged the charger was useless.

I immediately called Apple who wanted to replace it with another refurbished unit. I was really disappointed with their refurbished program and decided to get a refund. Now I wait for a return email from Apple.

I'd say UPS is to blame, but also Apple for doing such a horrible job packing this machine. I realize this is a refurbished unit, but for almost $2000 they should be putting a little more effort into protecting it.
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That's really poor....All my Macs have been delivered by UPS, and all of them took a good 5 minutes to open up.Well packaged etc. It does look like it's UPS to blame here, but don't let one bad experience put you off the idea of refurb Macs. A buddy just got an iMac, it was boxed twice, one large box and the original iMac box inside that. Apple may have dropped the ball on packing, but I'd give them another chance.
 
groove-agent said:
I can't use glossy screens so I'm kind of on the fence here...
Click to expand...

You have an exceptional dislike for glossy screens. I wouldn't even say anything, but it's even your signature. Might I ask why the adamant rejection of them as an option? I'm not sure if you'd be interested in a Retina even with matte, but it *is* a single pane glass panel so an anti-glare coating should work pretty fantastically on it.

Or you could always just get one of these:
Pixel-Sunscreen-V-20--1.jpg

http://www.thinktankphoto.com/products/pixel-sunscreen-v2.aspx
:D
 
groove-agent said:
I immediately called Apple who wanted to replace it with another refurbished unit. I was really disappointed with their refurbished program and decided to get a refund. Now I wait for a return email from Apple.

I'd say UPS is to blame, but also Apple for doing such a horrible job packing this machine. I realize this is a refurbished unit, but for almost $2000 they should be putting a little more effort into protecting it.
Click to expand...

Situation is unfortunate, but I think you're making a mistake not going with a refurb. Accidents happen, and clearly Apple was ready to make right - even if it wasn't their fault.

My first refurb from Apple, there was a small dent on the lid. I phoned about another matter and said I was overall happy, but disappointed with the dent. A day later I had a return shipping label and a couple of days after that I had a replacement computer.

Two refurb items later, no problems.

The Apple refurb program is likely the only refurb program in which I would participate. Save money, get a great computer. Not a bad deal. Good luck in your future computer purchases.
 
This exact same thing happened to my brother. We decided on a refurb because we heard good things about them, but it came with a massive hole on the bottom case where the unibody and the bottom panel were both reamed. The laptop still sat level, but who knows what kind of hit the laptop took to create a hole like that? The Apple Store replaced it, but it was still a hassle and we had to wait for parts to come in. I'm not sure it was due to shipping either since the outside box wasn't that damaged.
 
groove-agent said:
They offered me another refurbished unit, but this doesn't give me confidence that they regard their refurb units with the same high standards you'd expect from Apple.

I can't use glossy screens so I'm kind of on the fence here: to keep limping along with my older MBP antiglare, gamble on a refurb again, or hope that the rumours are true about a antiglare iMac coming.
Click to expand...

Your situation should in no way change your refurb expectations. Apple refurbs have a good reputation in spite of the packaging (which is fine IMO.)
You should be concerned about the neanderthals handling your computer in transit. No amount of packing can keep a forklift from puncturing a box, or cushion a 6 or 8 foot drop.
 
aristobrat said:
Apple is quite clear about which refurbished products come with a new external case and which don't.
Refurbished Macs:
Click to expand...
Actually, that's not clear with respect to the Mac. The iPod and iPad policies affirmatively say that those devices will get a new shell, but there's no statement about the Mac. Just because it doesn't say they'll get a new shell doesn't mean they don't. All the anecdotal evidence I've read points to Macs getting a new outer case as well. Regardless, the best bet is to call Apple and ask.
 
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