i apologize for raising this issue to the forefront once again, but I just wanted to make an update on my previous story, initially started back in this thread.
long summary of that post is that: I ordered the iPhone 4S online when it was immediately made available 10/7, and then received the phone on launch day on 10/14. I tried to return the phone on 10/28, but was told that I was outside of the 14 day return policy for various, conflicting reasons:
Consumerist.com then published my story on 10/31, and I was contacted by a helpful employee who tried to utilize a special "employees helping customers" line that exists. He filed a complaint for me, and I finally had my discussion with them today.
The final answer is: they told me that my phone indeed was activated on the 10/10 (even when it was delivered on 10/14), and that my return policy ended on 10/23. I tried to escalate several times, but that was the final offer. I tried asking how it could make any sense if the phone was not released or delivered to my house until 10/14, and they said they were sorry, but that the phone was activated on the 10th.
I specifically stated, "your return policy states 'you can try your new product for 14 days,' how can you say that I could try my product when it wasn't in my hands?" she said that she was sorry, and that nothing could be done. so my return policy was effectively 9 days, from 10/14 until 10/23. i even asked for just a discount or credit to my account for misinformation (i would keep my service plan!), and they said that they do not provide credit or reimbursement for misinformation.
absolutely ridiculous. i'll try to post an update on consumerist and see what happens. at this point, i don't even care about the $350 ETF, it's more about the principle, and the fact that i've already spent about 8 hours for nothing.
long summary of that post is that: I ordered the iPhone 4S online when it was immediately made available 10/7, and then received the phone on launch day on 10/14. I tried to return the phone on 10/28, but was told that I was outside of the 14 day return policy for various, conflicting reasons:
- some reps told me my policy ended on 10/23 because the phone was "activated" on the 10/10, or that it ended on 10/25 because the phone was "shipped" on 10/12, or that it ended on 10/27 because the phone was "delivered" on 10/10.
- regardless, they said i was outside of any 14 day policy because they claim 10/28 is 15 days after 10/14.
Consumerist.com then published my story on 10/31, and I was contacted by a helpful employee who tried to utilize a special "employees helping customers" line that exists. He filed a complaint for me, and I finally had my discussion with them today.
The final answer is: they told me that my phone indeed was activated on the 10/10 (even when it was delivered on 10/14), and that my return policy ended on 10/23. I tried to escalate several times, but that was the final offer. I tried asking how it could make any sense if the phone was not released or delivered to my house until 10/14, and they said they were sorry, but that the phone was activated on the 10th.
I specifically stated, "your return policy states 'you can try your new product for 14 days,' how can you say that I could try my product when it wasn't in my hands?" she said that she was sorry, and that nothing could be done. so my return policy was effectively 9 days, from 10/14 until 10/23. i even asked for just a discount or credit to my account for misinformation (i would keep my service plan!), and they said that they do not provide credit or reimbursement for misinformation.
absolutely ridiculous. i'll try to post an update on consumerist and see what happens. at this point, i don't even care about the $350 ETF, it's more about the principle, and the fact that i've already spent about 8 hours for nothing.
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