problem with warranty MacBook pro

MarcoCapa

macrumors regular
Original poster
Jun 16, 2013
220
7
Hello everybody
My father bought a MacBook on October 28 of last year from a third party seller
A brand new 15,4' boxed, with all the seals and plastics around the box ( so no used item, brand new I repeat)
On Monday he had a kernel panic and a display problem ( a light bleed spot in the lower left corner)
So I contacted the apple care by phone and they said that my Mac doesn't have warranty, because was bought by my father on AUGUST 1st!!!!!! This is not true! We received the MacBook in October and they said: sent a receipt of payment
We sent the receipt, but they asked also the receipt given to the vendor by the stockist!
I have contacted the seller and they said that will send the receipt to Apple, but we are losing faith in a service under warranty
I hope you can help me, because in my opinion Apple care here is trying to not give assistance to me....
I am an Apple fan, but this is a very very low point of their service
Do you suggest me to contact Mr. Cook about the situation?
 

austinpike

macrumors 6502
Oct 5, 2008
313
44
MN
Which "third party" did you purchase from? What country are you in?

This is kind of the risk you take purchasing from an "un"authorized dealer.
You should always register with Apple and sort out the warranty information as soon as you get the machine.

It is unfortunate that Apple is giving you the run-around, but they are doing their due diligence and aren't really in the wrong here. I don't think this is something that would warrant a response from Mr. Cook.
 

MarcoCapa

macrumors regular
Original poster
Jun 16, 2013
220
7
I'm from Italy
A seller of electronic devices in my town
We have not registered the Mac, since we thought that the activation serve as a prove of warranty similarly to the iPhone and iPad
They are a bit in the wrong here, because on their site they have registered the machine to my father on August 1st ( the Mac was powered on for the first time in October)
Thank you for your reply
 

MarcoCapa

macrumors regular
Original poster
Jun 16, 2013
220
7
Unless you bought it from an Apple Authorized Reseller, the warranty started when the 3rd party bought it, not when your father bought it.
So my seller bought it on October 24th ( they said that )
If they send the receipt of payment to Apple are you confident that they will update the warranty status?
 

heisenberg123

macrumors 603
Oct 31, 2010
6,497
9
Hamilton, Ontario
I'm from Italy
A seller of electronic devices in my town
We have not registered the Mac, since we thought that the activation serve as a prove of warranty similarly to the iPhone and iPad
They are a bit in the wrong here, because on their site they have registered the machine to my father on August 1st ( the Mac was powered on for the first time in October)
Thank you for your reply

The 3rd Party purchased it on Aug 1 so that's the official purchase date
 

Apple fanboy

macrumors Westmere
Feb 21, 2012
37,015
26,020
Behind the Lens, UK
I'm from Italy
A seller of electronic devices in my town
We have not registered the Mac, since we thought that the activation serve as a prove of warranty similarly to the iPhone and iPad
They are a bit in the wrong here, because on their site they have registered the machine to my father on August 1st ( the Mac was powered on for the first time in October)
Thank you for your reply
In Europe you get a two year warranty by law. If its defective it will be repaired or replaced.
 

MarcoCapa

macrumors regular
Original poster
Jun 16, 2013
220
7
The 3rd Party purchased it on Aug 1 so that's the official purchase date
The third party purchased it on October 24 so that's the official purchase date?

In Europe you get a two year warranty by law. If its defective it will be repaired or replaced.
It was bought for professional use z( so one year of warranty)
You are correct about all the other purchases in europe
 

Samuelsan2001

macrumors 604
Oct 24, 2013
7,694
2,121
The third party purchased it on October 24 so that's the official purchase date?


It was bought for professional use z( so one year of warranty)
You are correct about all the other purchases in europe
If the third party bought it from an autorised seller themselves of course.....

Apple don't know you bought it for buisness purposes.
 

MarcoCapa

macrumors regular
Original poster
Jun 16, 2013
220
7
A professional use doesn't void the warranty. You should still be covered.
I think so... Otherwise the seller would arrange a repair... I had the idea of buying a retina iMac and some other iOS stuff this year, but this service left me very very disappointed.... you have to see how fast they answered me, trying to not do service... On Monday evening my father sent the receipt and on Tuesday morning around 9:30 AM they have already sent another mail saying that they couldn't update the purchase date! Very disappointing... People have to work and contacting the seller is not the priority in life! Very saddened by this situation and support by Apple


If the third party bought it from an autorised seller themselves of course.....

Apple don't know you bought it for buisness purposes.
Today the seller sent the receipt from the stockiest
I will let you know how it goes
Besides of that the seller told my father that, if Apple doesn't arrange a service, they will contact their assistance service for Apple and swap the display
I have to say that Apple should revise their policy about warranty, since assigning an arbitrary date of purchase to a buyer ( they also told me that this date was assigned because is the release date of this specific model... Technically they have already admitted their fault) is not correct... It could be considered a violation of the rights of the buyer: you cannot assign a data of purchase that isn't true to someone. If it was signed to the seller they maybe could have a better point, but since is assigned to my father is a false statement that tries to cut two months of warranty in my opinion
The problem is not the money involved, but the trust in Apple that goes away

Many many thanks to everyone that tried to help me
 
Last edited:

Samuelsan2001

macrumors 604
Oct 24, 2013
7,694
2,121
Today the seller sent the receipt from the stockiest
I will let you know how it goes
Besides of that the seller told my father that, if Apple doesn't arrange a service, they will contact their assistance service for Apple and swap the display
I have to say that Apple should revise their policy about warranty, since assigning an arbitrary date of purchase to a buyer ( they also told me that this date was assigned because is the release date of this specific model... Technically they have already admitted their fault) is not correct... It could be considered a violation of the rights of the buyer: you cannot assign a data of purchase that isn't true to someone. If it was signed to the seller they maybe could have a better point, but since is assigned to my father is a false statement that tries to cut two months of warranty in my opinion
The problem is not the money involved, but the trust in Apple that goes away

Many many thanks to everyone that tried to help me
If you had bought from apple then you would have no problem, once apple sell the device it starts it's warranty, from their point of view that is fair as at that point they have no idea what is happening to it. I can't see why the fact that they don't trust random sellers should ruin your trust in them it should strengthen it as you know if you buy from a reputable place then it will be what you paid for.

You have learned your lesson only buy direct from apple or an authorised seller if you don't you do so at your own risk, apple are very careful to point all this out on their website. So if you didn't do your research when buying such an expensive device you only have yourself to blame.
 

MarcoCapa

macrumors regular
Original poster
Jun 16, 2013
220
7
If you had bought from apple then you would have no problem, once apple sell the device it starts it's warranty, from their point of view that is fair as at that point they have no idea what is happening to it. I can't see why the fact that they don't trust random sellers should ruin your trust in them it should strengthen it as you know if you buy from a reputable place then it will be what you paid for.

You have learned your lesson only buy direct from apple or an authorised seller if you don't you do so at your own risk, apple are very careful to point all this out on their website. So if you didn't do your research when buying such an expensive device you only have yourself to blame.
Of course, but they also stated on their website that the warranty starts upon the delivery of the machine to the final user... certainly not the first of august :D :D
We haven't bought the Mac from a thief or something else... If you buy it from a large electronic company ( like best buy in USA or Mediaworld in Europe) it is the same?! Not what you expect from a large company... I understand their approach to ensure the warranty service start on the precise date, but they are practically saying: buy a two year old machine ( like a macbook non retina) new from a third party seller... no warranty from us.... is new but to have warranty from Apple you have to buy from us....
Think about it... Is probably the only company that do this
Please don't try to justify a company that is trying to don't give service to one of its costumers
 

Samuelsan2001

macrumors 604
Oct 24, 2013
7,694
2,121
Of course, but they also stated on their website that the warranty starts upon the delivery of the machine to the final user... certainly not the first of august :D :D
We haven't bought the Mac from a thief or something else... If you buy it from a large electronic company ( like best buy in USA or Mediaworld in Europe) it is the same?! Not what you expect from a large company... I understand their approach to ensure the warranty service start on the precise date, but they are practically saying: buy a two year old machine ( like a macbook non retina) new from a third party seller... no warranty from us.... is new but to have warranty from Apple you have to buy from us....
Think about it... Is probably the only company that do this
Not really there are many authorised resellers, I'm in the UK and the choices are large, apple shop, online apple shop, currys, John lewis and a slew of local apple authorised resellers to be found in most towns, I bought mine off of ebay new and sealed and the first thing I did was check the date for when the warranty ran out, it was about a month before when I bought it and that was the risk I took when not buying from apple. They don't do it to set a date they do it to set the date from when it is out of their control. And yes if you buy a 2 year old machine from an unauthorised seller it won't have a warranty that is also fair as they have had no control over what has happened to it in those 2 years.
 

MarcoCapa

macrumors regular
Original poster
Jun 16, 2013
220
7
Not really there are many authorised resellers, I'm in the UK and the choices are large, apple shop, online apple shop, currys, John lewis and a slew of local apple authorised resellers to be found in most towns, I bought mine off of ebay new and sealed and the first thing I did was check the date for when the warranty ran out, it was about a month before when I bought it and that was the risk I took when not buying from apple. They don't do it to set a date they do it to set the date from when it is out of their control. And yes if you buy a 2 year old machine from an unauthorised seller it won't have a warranty that is also fair as they have had no control over what has happened to it in those 2 years.
That's fine, but they said is an arbitrary date in the phone call i made to Apple Care
The seller doesn't have the Mac for sale in the shop.... they have to order it...
Otherwise is a good point to know... In the future this would be helpful, maybe for someone who buy a Mac...
Pro machines... 8 months and ruined for a device kept in a case and carried in a padded bag...
Useful not for me
Many thanks for your informations
 

austinpike

macrumors 6502
Oct 5, 2008
313
44
MN
...since assigning an arbitrary date of purchase to a buyer ( they also told me that this date was assigned because is the release date of this specific model...
Yes, they will have date on record when it left their facility... when you buy from a third party they have no way of knowing if it sat on a shelf for a week or a year after it was shipped out. If you register shortly after you purchase, and the purchase date is not too far from the manufacture date, they will give you the benefit of the doubt and accept whatever date you enter without further proof. Your timeframe of 2-3 months may have qualified had you registered at purchase time, though that is irrelevant now.

If you buy it from a large electronic company ( like best buy in USA or Mediaworld in Europe) it is the same?!
As an authorized reseller, a Best Buy receipt will override whatever default date Apple has in their system.

These days anyone can pretty easily paste together a receipt showing anything they want, so if the reseller isn't known to Apple, they have no way to verify its authenticity. Hopefully the additional paperwork from the shop will allow Apple to help you. If you are still denied by Applecare I would try to escalate to another level of support. Or is it possible for you to take it to an actual Apple store with all the paperwork? Sometimes these things are easier to handle in person, and someone in your county may be more sympathetic than whoever you are talking to on the phone.
 

MarcoCapa

macrumors regular
Original poster
Jun 16, 2013
220
7
Yes, they will have date on record when it left their facility... when you buy from a third party they have no way of knowing if it sat on a shelf for a week or a year after it was shipped out. If you register shortly after you purchase, and the purchase date is not too far from the manufacture date, they will give you the benefit of the doubt and accept whatever date you enter without further proof. Your timeframe of 2-3 months may have qualified had you registered at purchase time, though that is irrelevant now.

As an authorized reseller, a Best Buy receipt will override whatever default date Apple has in their system.

These days anyone can pretty easily paste together a receipt showing anything they want, so if the reseller isn't known to Apple, they have no way to verify its authenticity. Hopefully the additional paperwork from the shop will allow Apple to help you. If you are still denied by Applecare I would try to escalate to another level of support. Or is it possible for you to take it to an actual Apple store with all the paperwork? Sometimes these things are easier to handle in person, and someone in your county may be more sympathetic than whoever you are talking to on the phone.
Yes... I know it is possible to make a I got like this, but here in Italy if you make a false payment bill you will go to jail ( probably more easy than killing someone)
Anyhow I have contacted the dop_apple address to solve this thing ( many others have done this with my same problem)
On on e weekend a travel to Apple Store is mandatory... If we could arrange an appointment of course....
From a certain point of view you have to agree with me that considering all purchasers like liers is not a very beautiful thing
 
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