Sidebar Sidebar
Become a MacRumors Supporter for $50/year with no ads, ability to filter front page stories, and private forums.

Pandemic Return Policy Question

I don't have an individuals phone number. I thought I did but it is just one more Apple number, maybe higher up, but just an Apple number. I spoke with three different people during the week. Two knew the policy as many of us suspected it was here and the third, though she was not familiar was extremely understanding and passed me along. In thousands of likely attempted returns or exchanges I am sure a few people will have trouble --it's just math -- but I suspect most people will have an easy time.

By the way, the machine I bought, the Air, is going to be great for the vast majority of users. I just want a little extra oomph when I am doing a million things at once and in bright light I will appreciate the slightly brighter screen. Most low end users, which is most users, will not even notice. The keyboard is great.
 
Just in case anyone is in the same boat...

I received my new Air about three weeks ago, and while I really like it now, I can’t help but feel it won’t have the longevity I’m looking for.

Despite being outside of the return window, I decided to contact apple yesterday just to see if they‘d let me return. I used the chat option and the support agent said while it was outside the window, he’d made an exception and he initiated the return without an issue. Honestly, I was pretty shocked.

So I have that return initiated and I ordered a new 13” MBP. ;)
 
That's great and I am not surprised. No company is perfect -- I suffered with the butterfly keyboard for how many years? -- but even with that the support and Apple Care people did their best. (They didn't design it, but still had to deal with the fallout.) They realize that the current circumstances are unprecedented. But boy, when they reopen, are the stores in NYC going to be busy.
 
KPOM said:
I have played it safe. I ordered a MacBook Air but then decided the 2020 Pro would be better. As luck would have it, the Pro was announced within my return period. Note that as long as you initiate the return within 2 weeks you get an additional 2 weeks from the date you initiate the return to actually return the Mac to Apple through 2-day FedEx (essentially a 12 day extension).
Click to expand...

Thank for the info, I have to begin the return process by May 15th (for a refurb 2019 MBP I received last week, just before the 2020 were announced) and my 2020 MBP should be here my May 20th. The extra 12 days window is great as I won't be without a MBP in-between...
 
KPOM said:
I have played it safe. I ordered a MacBook Air but then decided the 2020 Pro would be better. As luck would have it, the Pro was announced within my return period. Note that as long as you initiate the return within 2 weeks you get an additional 2 weeks from the date you initiate the return to actually return the Mac to Apple through 2-day FedEx (essentially a 12 day extension).
Click to expand...

Yeah, I ultimately lucked out. I noticed this with the 2019 MBP refurb that had already shipped when the announcement came. I have until the 19th to initiate the return and from the prior return, I know I have 14 days from the day I initiate to send it back. So long as I receive the 2020 MBP by the 20th, even if not until the latest date of the 28th, I’ll still be okay with getting a full refund.

Plus I actually didn’t want to wait for the stores to re-open to do the return. 1) I’d like to have my money back sooner than later and 2) I don’t want to be near an Apple store in that 2-week return period when I think about all the people who have been waiting to do returns/repairs since March. It’s going to be crazy.
 
I'm trying to return my refurb 16 and ran into an ill informed CSR as well. Because I'm past 14 days, the return option doesn't show for me under my order. I wanted an RMA to return the laptop now vs waiting for the stores to open up.

Of course he spouted the 14 day line, at which point I sent him the Corona FAQ. He then said he "looked at it" (in 30 seconds mind you) but it didn't apply. After sending him the verbiage from the page, he said he needed to "consult his team". Afterwards, he came back and apologized because "apparently, there is an exception to the return policy in some regions"..*smirk*.

He eventually said that because it's over 14 days the link won't return, but I could call the "managers" at 1 800 692 7753 to initiate it.
 
It seems really inconsistent. I want to return my 16-inch that I took delivery on the 4th of March and was told that a manager would be emailing me in 48 hours. Their online return request page also came back with a 403 error for me, so it seems like they're having some issues over at the old fruit company.
 
I called in and here's what I was told by a return rep.

30 days added to your 14 days for online purchases, additionally 14 days once the nearest store reopens.

This is in Canada.
 
Just a heads-up, although this page still says "or return your product to an Apple Store within 14 days of the store's reopening", the "you can also return your product to an Apple Store within 14 days of the store's reopening" that was quoted earlier in this thread from this page is GONE.

It now simply says to click to start an online return with dropoff/pickup, no mention of returning to a store 14 days after reopening.

I have a MBP16 that I need to return (decided to go with a higher spec), hope they don't give me trouble now. I did print the page before it changed.

Update: did an online chat with Apple, and was told "that policy still stands although I’m unsure why it’s removed from the website." But she was able to set up an online return for me (even though it's outside the 14 day period).
 
Last edited:
  • Like
Reactions: jgorman
I received my second MBP a week ago but only yesterday called the number in my post above to request the return for first one. CSR was helpful, but unable to initiate at her level because it was >30. She found a way to input a request to management and noted that I had previously attempted the return online (above), plus had already purchased a new MBP. She quoted the 30 day number and I told her that wasn't what the website said, I went to look at the web and discovered the verbiage had changed as noted above. It was nothing the 'wayback machine' couldn’t solve, so I grabbed a copy from 29 May and would suggest anyone in the same boat do the same. I'm still waiting on a call/email from the manager, so we'll see.

*Edit* was also told by CSR that if store return is available, then it's local manager's discretion.

*update* received an email with the return link reenabled.
 
Last edited:
PianoPro said:
So that disagrees with what I was told. See above. Are you sure they understood you wanted to take it back to an Apple store even though it was ordered online. That's what changed the answer I got.
Click to expand...

Hello, I was able to return a MacBook purchased online in early May to my newly reopened store a few days ago, no questions asked. Good luck!
 
  • Like
Reactions: jgorman and 0128672
You must log in or register to reply here.
Register on MacRumors! This sidebar will go away, and you'll see fewer ads.
Top Bottom
Back