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Replacement= scratched and dirty

Blame the "Authorized Reseller", not Apple.

My MBP came with two small 1mm dents. I would've expected it to be perfect if I got it from a real Apple Store.

See if you can get a full refund then buy one from an Apple Store (and check it before taking it home)
 
I say contact Apple and get the computer you deserve. There shouldn't be a reason why you can't get a near-perfect computer for that price. A new one shouldn't have scratches and dirt all over it.
 
Ccrew said:
You clearly don't understand business if you don't think that the costs of returns and the cost of warranty isn't factored into the price you pay. Think these things just magically are free? Business 101, sorry. Does Apple have a higher profit margin? Sure they do. So that means you're entiltled to a replacement if it has a spec of dirt? The "they make money so they can afford it" is sheer and unadulterated BS. In order to make that profit they have to factor costs, and the costs of returns is a cost not a profit center. Can they recoup their loss with a refurb? Maybe, but unless you want to detail the cost of that refurb and the percentage that are trashed and never resold you are just speculating.

Biggest thing I don't like about Apple? Their owners self righteous sense of entitlement. Be thankful they replace machines at all. Dell, or HP, or any others won't - they'll replace every part in it twice before they'll think to issue a replacement.
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Now I know what all these people at the reg meant by apple fanboys.

Since you seem to be so knowledgeable about the topic, tell me, where did you take your economics classes and which one, macro, micro, maybe logistics or marketing?

Read some Stiglitz, forget what somebody on an internet forum said.
 
shoegal said:
I get what you're saying. BUT I'm also like: hey, i paid a LOT of money for this computer. I get three defective ones...and you know I've had to travel for an hour to the service provider each time because Apple sent me a defective one...and then they send me a new one and it's dirty and two scratches. I just feel kind of disappointed tbh. But you wouldn't call Apple about this?
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I'm not calling anyone a Liar but do you know what the odds are of the same person getting 3 defective laptops in a row?
 
I would get it sorted out with Apple.

It doesn't matter if it will get scratches "eventually". You aren't going to buy a new car with 15,000 miles on it, even though it will accumulate those miles anyways.
 
If you buy something new, I believe you're absolutely entitled to having it in absolutely pristine mint condition, no ifs ands or buts about it because that's part of the cost. If it's covered in filth on the outside, that might mean there's dust on the inside too and we all know how well computers and dust get along. The only problem with scratches is once the seal on the computer's broken, it's quite difficult to determine who did the damage without proof. Since they just cannot be certain if you're trying to defraud them or not, so the benefit of the doubt lies upon you, the claimant to show them you aren't. It is for this reason that it just might be a good investment to buy a video camera to do an unboxing video if you do end up getting a replacement, just so you can document what's wrong with the computer so Apple can't just say "Sorry, we think you're at fault," if you ever get cosmetically damaged goods again.


wordoflife said:
I would get it sorted out with Apple.

It doesn't matter if it will get scratches "eventually". You aren't going to buy a new car with 15,000 miles on it, even though it will accumulate those miles anyways.
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While I do agree with the basic principal, the analogy is a bit of a bad one. People wouldn't care how much a car is driven, except that it means wear, which reduces the lifetime expectancy of the vehicle.
 
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You are not over reacting. Your computer should not be dirty or scratched when you first take it out of the box. Whenever I've sold my previous computers, the person buying it goes over it thoroughly looking for any blemishes before he agrees to buy. It's a good selling point if the computer is in pristine condition when you go to sell it. Therefore, it should at least start out that way!
 
I think you are being perfectly reasonable. On the other hand, I would be feeling a bit like you are "Oh gee, are they going to blame me or think I'm too picky?"

Okay, look at it logically. It's Apple who should be feeling bad (I mean, if anyone were). They sent you three DOA computers. That has cost you untold time, lost use of computer, stress, etc. Granted, they did not do it on purpose, and they are making it right, but I'm just saying shoot, that should not count against YOU. YOU did not manufacture 3 defective laptops. Again, it's not Apple's "fault" either, in a malicious way, but if anyone should be embarrassed it should be them not you.

And in another way, those three other computers don't "count" against you now. Now it's THIS computer, and it's THIS computer you just "bought" new. If this computer is not "like new" then.... I would exchange it. Like someone else said, you don't buy a new car that's all dirty and scratched just because it will be that way SOMEday. It's up to you to get it dirty or scratched (or not) as you see fit.

Now if it did not bother you, fine; but clearly it does. It would me too.

So, if it were me I would just grit my teeth and make the call, and just force myself to be calm, to state what happened and what you would like to happen now, and then let them handle it. If they are not giving you good customer service, just repeat what you would like, and/or ask to talk to someone else.

Technically, you could just RETURN the computer, no? I mean, it is less than 14 days old. So you are asking for an exchange, but you really could just return it and buy a new one (unless policy is different where you are).

You mentioned the UK store and that you will be there soon. You know what I would be tempted to do? See if they will let you pick up the new one there (if the keyboard is correct for you?), and then you can open each one and check it out, and if there is a problem simply hand it back to them. Or, return what you have now and buy a new one in the UK (again, if the keyboard is correct).

At any rate, you sound like someone who can talk with Apple customer service in a rational and polite way, so call them up, let them know how much you appreciate their great customer service, and then let then know why you need it again. Heck, by this point I'd be asking for free Apple Care or SOME perk. Not to be greedy but you have spent hours and hours of your personal time, and you have been without a working computer for WEEKS after you paid full price for it. You can bet no business would just give you their time and weeks of computer use for free; well, your time is worth something too. I wouldn't push that aspect of it, but I don't think a polite query is unreasonable.

Good luck and I'm sorry you have had so many duds!

Miss Terri
 
shoegal said:
I get what you're saying. BUT I'm also like: hey, i paid a LOT of money for this computer. I get three defective ones...and you know I've had to travel for an hour to the service provider each time because Apple sent me a defective one...and then they send me a new one and it's dirty and two scratches. I just feel kind of disappointed tbh. But you wouldn't call Apple about this?
Click to expand...

WADR, I don't think you 'get what you're saying'. It's a computer, now go use it!

I would like to see Apple have a limit on replacements. At some point it isn't about the HW it's about the customer.

JohnG
 
johnnymg said:
I would like to see Apple have a limit on replacements. At some point it isn't about the HW it's about the customer.
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So you are saying that the previous three computers should have counted "against" shoegal's limit? In other words, she should have kept the one that came with a malfunctioning hard drive, the one that came with a non-functioning Super Drive, and the one that came with a non-functioning backlight?

I guess if she bought a new car and two of the windows would not roll down she should keep it? No gas gauge? Two tires missing? I don't agree and probably a good car maker would prefer its customers to have functioning new cars when they roll out of the showroom. Apple does, or it would not have sent her replacements for her non-functioning BRAND NEW computers.

I don't think Apple is making such huge profits by being stingy with customer service. And their products might not be as nifty to begin with if they did not have a customer base that appreciated their quality.

If that's not what you are saying, then this is shoegal's "first" computer (presuming it functions correctly). If so, then she's simply returning a scratched and dirty computer one time. How is that unreasonable?

Miss Terri
 
shoegal said:
Well no the dirt isn't the issue.. it's the scratches. And the fact that it was dirty too makes me think it wasn't exactly brand new or that somthing went wrong in production. Of course if it was just dirty...whatever. No, that wouldn't bother me.
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in my opinion, I think if you personally do not like the way your laptop is now after you have paid for it, you have the option to get it replaced by one that is acceptable, be it whether the machine is working or not. it depends on personality; if you like things new when you first bought it, it should be new, no scratches, and work fine. if you are the kind who are like whatever, i got something just to play with for a while, it will get old after a while and doesnt care much abt the conditions, then its your own choice to keep a laptop that has some scratches but one that is working fine. in the end, its your choice after all since money is spent into the product. for me, i dont care what company the product i bought it from. If it is not new, i wont accept it. good luck on your choice.
 
Miss Terri said:
I think you are being perfectly reasonable. On the other hand, I would be feeling a bit like you are "Oh gee, are they going to blame me or think I'm too picky?"

Okay, look at it logically. It's Apple who should be feeling bad (I mean, if anyone were). They sent you three DOA computers. That has cost you untold time, lost use of computer, stress, etc. Granted, they did not do it on purpose, and they are making it right, but I'm just saying shoot, that should not count against YOU. YOU did not manufacture 3 defective laptops. Again, it's not Apple's "fault" either, in a malicious way, but if anyone should be embarrassed it should be them not you.

And in another way, those three other computers don't "count" against you now. Now it's THIS computer, and it's THIS computer you just "bought" new. If this computer is not "like new" then.... I would exchange it. Like someone else said, you don't buy a new car that's all dirty and scratched just because it will be that way SOMEday. It's up to you to get it dirty or scratched (or not) as you see fit.

Now if it did not bother you, fine; but clearly it does. It would me too.

So, if it were me I would just grit my teeth and make the call, and just force myself to be calm, to state what happened and what you would like to happen now, and then let them handle it. If they are not giving you good customer service, just repeat what you would like, and/or ask to talk to someone else.

Technically, you could just RETURN the computer, no? I mean, it is less than 14 days old. So you are asking for an exchange, but you really could just return it and buy a new one (unless policy is different where you are).

You mentioned the UK store and that you will be there soon. You know what I would be tempted to do? See if they will let you pick up the new one there (if the keyboard is correct for you?), and then you can open each one and check it out, and if there is a problem simply hand it back to them. Or, return what you have now and buy a new one in the UK (again, if the keyboard is correct).

At any rate, you sound like someone who can talk with Apple customer service in a rational and polite way, so call them up, let them know how much you appreciate their great customer service, and then let then know why you need it again. Heck, by this point I'd be asking for free Apple Care or SOME perk. Not to be greedy but you have spent hours and hours of your personal time, and you have been without a working computer for WEEKS after you paid full price for it. You can bet no business would just give you their time and weeks of computer use for free; well, your time is worth something too. I wouldn't push that aspect of it, but I don't think a polite query is unreasonable.

Good luck and I'm sorry you have had so many duds!

Miss Terri
Click to expand...



i totally agree with your points and i am always very supportive of people who think this way because sometimes we consumers just dont get treated the way we should get treated. It is not about the company, it is about the consumer. Without the consumers, the companies are nothing.
 
Thanks Miss Terri for taking time to write that post, and others too. I don't get though why others wrote that 3 defective computers would be against the odds or that there should be a limit on replacements??

Uhm should there? Is it my fault that I got defective MacBooks? Should there be a three strikes policy for buying a MacBook and I mean: apple sends you three defective ones and then a scratched up one and it's like: whoops too bad, you're gonna have to keep this one.

Again I'm just wondering how you would feel in my place. I hadn't mentioned before but I also ended up with 80 euros on my phone bill for calling Apple care! They've put me on hold, said they couldn't help me or would put me through and then let me wait for twenty minutes. All in a it cost me not just time but also money. But nevertheless I've been very calm and cooperative. And the customer service agent that's been helping me has been great so far. So no entitlement here but i do feel a bit cheated tbh.
 
gonzomn said:
New should be new. If you buy a new car you wouldn't accept it dirty & scratched. A computer or anything else you buy should be no different.
Click to expand...

...because it costs pretty much the same as a used car lol,

if i were you (OP) i would go back and change it
 
I sent an email to my customer service agent. Haven't heard back today though. She usually called me the same day(with the previous issues) and when she's not available you get an auto reply. Now I feel they think I am overreacting. I really don't want to make a fuss but you know, after all those defective macbooks I don't want a scratched up one either...

OK, I'll try to be patient lol.
 
shoegal said:
Thanks Miss Terri for taking time to write that post, and others too. I don't get though why others wrote that 3 defective computers would be against the odds or that there should be a limit on replacements??

Uhm should there? Is it my fault that I got defective MacBooks? Should there be a three strikes policy for buying a MacBook and I mean: apple sends you three defective ones and then a scratched up one and it's like: whoops too bad, you're gonna have to keep this one.

Again I'm just wondering how you would feel in my place. I hadn't mentioned before but I also ended up with 80 euros on my phone bill for calling Apple care! They've put me on hold, said they couldn't help me or would put me through and then let me wait for twenty minutes. All in a it cost me not just time but also money. But nevertheless I've been very calm and cooperative. And the customer service agent that's been helping me has been great so far. So no entitlement here but i do feel a bit cheated tbh.
Click to expand...

For what its worth if you sent in a pristine computer you should get one back. Apple isn't a Mom and Pop shop -- they are a massive global company that will simply redistribute the computers you send back as refurbs or break them down for parts. They also have bulk contracts with shipping companies so they aren't losing much money by sending you multiple replacements. You aren't doing anything dishonest either. You simply want what you originally paid for.

It wouldn't surprise me that some of those who are telling you to live with a scratched computer own stock. lol
 
hmmm age of my mac says '6 weeks' in coconut battery app. What does that mean? With my last one it started counting from the time i first started using it. it has one cycle it says??
 
Tonepoet said:
While I do agree with the basic principal, the analogy is a bit of a bad one. People wouldn't care how much a car is driven, except that it means wear, which reduces the lifetime expectancy of the vehicle.
Click to expand...

No it is not. When you buy a new car, you do not expect it to have 15,000 miles on it already. Otherwise, it would have been used and you are overpaying. The quote below me pretty much says it.

omar4578 said:
...because it costs pretty much the same as a used car lol,
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Wirelessly posted (Mozilla/5.0 (iPhone; U; CPU iPhone OS 4_3_1 like Mac OS X; en-us) AppleWebKit/533.17.9 (KHTML, like Gecko) Version/5.0.2 Mobile/8G4 Safari/6533.18.5)

I ordered my 2011 MBP the day of release and when it got here there were a few dirty spots on it, so just because it had some dirty spots doesn't mean it isn't new. My guess is that it's just residual material from machining or something. It wiped off with a moist paper towel.
 
vipergts2207 said:
Wirelessly posted (Mozilla/5.0 (iPhone; U; CPU iPhone OS 4_3_1 like Mac OS X; en-us) AppleWebKit/533.17.9 (KHTML, like Gecko) Version/5.0.2 Mobile/8G4 Safari/6533.18.5)

I ordered my 2011 MBP the day of release and when it got here there were a few dirty spots on it, so just because it had some dirty spots doesn't mean it isn't new. My guess is that it's just residual material from machining or something. It wiped off with a moist paper towel.
Click to expand...

did yours have scratches, scuffs too? And there's a black spot that doesn't come off wth paper towel
 
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