Apple Return Policy Sucks

[dberg]

I bought an iTrip and returned it like 60 days later b/c it didnt work. I couldnt even get a store credit. They said I had 14 days or there was NOTHING they can do. I kindly explained to them that I have purchased probably well over $10,000 worth of apple hardware and the fact that I couldnt return a $50 iTrip that sucked was totally rediculous.

NO budge. Why does Apple have to suck at Return Policies? Does anybody else find this policy completely assanine and totally unfair ?

 

[devilot]

I bought an iTrip and returned it like 60 days later b/c it didnt work. I couldnt even get a store credit.

What about an even exchange for the same product?

 

[mmmcheese]

Or talk to Griffin...they have very good customer service...I'm sure they would replace it for you.

 

[MovieCutter]

I bought an iTrip and returned it like 60 days later b/c it didnt work. I couldnt even get a store credit. They said I had 14 days or there was NOTHING they can do. I kindly explained to them that I have purchased probably well over $10,000 worth of apple hardware and the fact that I couldnt return a $50 iTrip that sucked was totally rediculous.

NO budge. Why does Apple have to suck at Return Policies? Does anybody else find this policy completely assanine and totally unfair ?

Guess what dude, Best Buy is the same way, so is Circuit City, and CompUSA. Do you expect the retailer to take a product back more than 6 weeks past it's return date? After the return policy it falls under the responsibility of the manufacturer, why should the retailer take the hit? And so what if you've bought $10,000 worth of Apple hardware??? Big deal!. I've purchased more than $50,000 of hardware from Apple for my business in the last year alone, do I expect special treatment? No. And if you can afford to buy $10,000 worth of hardware from Apple, you can afford a new iTrip or go through the "hassle" of contacting the manufacturer. Toughen up and deal with it...Go to Griffin, they'll probably send you a new one.

 

[dr_lha]

I bought an iTrip and returned it like 60 days later b/c it didnt work. I couldnt even get a store credit. They said I had 14 days or there was NOTHING they can do. I kindly explained to them that I have purchased probably well over $10,000 worth of apple hardware and the fact that I couldnt return a $50 iTrip that sucked was totally rediculous.

NO budge. Why does Apple have to suck at Return Policies? Does anybody else find this policy completely assanine and totally unfair ?

14 day return policies are fairly common. Returning a product after 60 days use I would consider extreme, you really couldn't evaluate the product within the 14 day allowed?

The fact is you need to educate yourself when purchasing things, the policy is clearly stated on Apple's website, and I wouldn't expect them to break it no matter how good a customer you have been in the past.

BTW - you say the iTrip "doesn't work" is that because the thing is broken? If so you should be able to get it replaced at least. If you're just referring to the general crapness that is the iTrip however, you're SOL.

 

[CanadaRAM]

I bought an iTrip and returned it like 60 days later b/c it didnt work. I couldnt even get a store credit. They said I had 14 days or there was NOTHING they can do. I kindly explained to them that I have purchased probably well over $10,000 worth of apple hardware and the fact that I couldnt return a $50 iTrip that sucked was totally rediculous.

NO budge. Why does Apple have to suck at Return Policies? Does anybody else find this policy completely assanine and totally unfair ?

Woah. Are you ever off base here.

Warranty: The manufacturer will repair or replace (at their option) a product that fails during the warranty period due to defects in materials or workmanship.

There is no right of return for refund two months later. No store, and no manufacturer, offers that kind of money-back guarantee (well some might,the type that charge 2x what a product is worth in the first place)

Do you realize how petty you look jumping up and down saying "I have bought $10,000 worth of Apple... yadda yadda?" Don't you see how much that doesn't impress anyone, let alone Apple who considers a 'big' customer a company or school that buys at least $1 million.... per month?

 

[esaleris]

You know what's funny about this is that customer service reps are a sort of "your-mileage-may-vary" kinda deal. What I've discovered is that never to be discouraged by one rep.

For every evil rep, there is a nice one. Maybe even 2 nice ones per evil one. My point is, call back or revisit the store. Talk to someone else this time. I mean, there are things that can't ever be returned for obvious reasons - opened CDs, DVDs for example. Your return may actually be in that category. But if you want to try, be nice and chances are they'll either exchange the item for you or give you a store credit.

I never threaten them or even try to pull weight given the amount I spend. I'm honest, truthful and if I'm disappointed, I let them know, without being bitchy. 80% of the time, I will hear the magical words, "Well, lemme see what I can do for you..." and I know I've made my point.

In any case, if you are afraid of the evil rep, try another time of day or another day of week. Chances are that on weekends, you'll never see the mean one.

 

[MovieCutter]

Yeah, if someone came to me and said "I spend X amount of dollars in your store, and I want to return this $50 item 6 weeks after the return policy" I wouldn't help you either. That's just arrogant and naive. If someone had explained their situationt to me and asked if there was anything I would be willing to do for them, it might be a different story.

 

[26139]

Yes, but...

How many other stores let you return a USED product a full two months after you bought it?

Defective is one thing, but...

 

[dr_lha]

No store, and no manufacturer, offers that kind of money-back guarantee (well some might,the type that charge 2x what a product is worth in the first place)

Actually the one company that is well known for having an amazing return policy, and being cheap, is Costco. I once returned a broken stereo to Costco that I had bought 2 year before, and they gave me a full refund. I wish I lived near a Costco now!

 

[26139]

Actually...

Wasn't it a few months ago that Costco was changing its return policy because people were taking advantage of it?

I swear I read about it in numerous places.

 

[iGary]

Apple didn't make the iTrip, Griffin did.

Different story.

 

[dr_lha]

Wasn't it a few months ago that Costco was changing its return policy because people were taking advantage of it?

They changed the return period on computers to 6 months, but otherwise I believe it remains unchanged.

 

[dejo]

REI also has a very liberal return policy. A friend of mine returned hiking boots a year after he bought them and they were somewhat used.

But I agree with most posters here. One needs to educate themselves about a store's return / refund policy prior to purchase. If you don't like it, don't shop there.

 

[aristobrat]

In addition to educating themselves about return policies, I think they should also use some common sense. And no, "I buy $xx,xxx worth of product, so I should be treated differenty" doesn't count.

 

[milo]

I still don't get why you don't have them repair or replace it under warranty?

 

[mmmcheese]

Wasn't it a few months ago that Costco was changing its return policy because people were taking advantage of it?

I swear I read about it in numerous places.

I worked at Costco for a while, and on a Friday, 2 guys came in and bought 10 mountain bikes, and on the monday, they returned all of them, completely covered in mud, and all the frames and wheels were bent to hell. Costco had to take them back for full refund because of return policy.

I can't blame Costco for changing the policy (if they are)...there are always a few people who ruin it for everyone.

 

[TMA]

Apple doesn't suck. A large majority of retailers have a 14/16/21 day returns policy.

If something breaks after that period then the retailer is obliged to have it rectified by issuing a replacement or offering a repair if it is within warranty. You can of course also go directly to the manufacturer for a warranty repair/replacement and this is often quicker.

 

[Demon Hunter]

People quickly forget that "returns" are not a given. The free market economy is what lets them flourish.

I worked at Costco for a while, and on a Friday, 2 guys came in and bought 10 mountain bikes, and on the monday, they returned all of them, completely covered in mud, and all the frames and wheels were bent to hell. Costco had to take them back for full refund because of return policy.

I can't blame Costco for changing the policy (if they are)...there are always a few people who ruin it for everyone.

I don't get that, don't they have a clause in there that says "we reserve the right to deny" etc., like other retailers? If they don't, I guess they were asking for it.

 

[baby duck monge]

I don't get that, don't they have a clause in there that says "we reserve the right to deny" etc., like other retailers? If they don't, I guess they were asking for it.

The only thing I can find after a quick search of their website is this:

Returns or Exchanges
Costco.com has a 100% guarantee on all of our merchandise. If you are not completely satisfied with your purchase, we offer two convenient return methods. Costco.com refunds include shipping and handling fees.

1. You can return the item to the nearest Costco Wholesale location. To find a location,
please click here.

2. If you are unable to return your order to one of our warehouses, please e-mail us at
customer service. Please include your name, order confirmation number, phone number, and
reason for return. You will be contacted regarding your return within 5 to 7 business days.

Please note, as of November 4th, 2002 , the return policy for all desktop and notebook computers are six months from the date of purchase. Six months after purchase, all computer services and technical support will be subject to the applicable remaining manufacturer’s warranty.

Doesn't look like there is any such clause unless they have a more comprehensive return policy that is found elsewhere.

 

[dr_lha]

I don't get that, don't they have a clause in there that says "we reserve the right to deny" etc., like other retailers? If they don't, I guess they were asking for it.

Its part of the Costco business model, to take returns like this, because it makes customers love them so much. Most customers don't abuse it, but its common to hear of people using Costco as if it were a free Blockbusters, i.e. buying a DVD, watching it, and returning it for a refund the next week.

 

[kjr39]

Talked to an Apple Store employee that said for the 2nd year in a row they sold out of iPods the week before spring break only to have the majority of them returned the next week... Hmmmm.....

 

[TMA]

Talked to an Apple Store employee that said for the 2nd year in a row they sold out of iPods the week before spring break only to have the majority of them returned the next week... Hmmmm.....

That's either a 'slight' (sarcasm alert) exaggeration or their screening process for accepting returns is completely useless.

We sell buckets of iPods, and i'd say about half of these customers come back with a problem. Out of these i'd say about 10% are actually faulty or have a faulty component (earphones).

Mostly it's down to user error or a software issue (easily fixed in store) and we do find people doing some daft things to their poor iPods. Here are probably the most common:

1. "My iPod wont work... I'm using Windows 98"
2. "My iPods screen went black, please fix it for free" (I dropped it/sat on it)
3. "My iPod Shuffle wont play songs...What's iTunes?"
4. "My iPod wont connect to my computer...What's a USB?" (seriously)
5. "My iPod doesn't work. The rust was there when I bought it" (water damage)
6. "My iPod has stopped working, please help!" (customer shows us a Creative MP3 player)


You have to chuckle sometimes.

 

[Subiklim]

You have to chuckle sometimes.

I remeber seeing someone asking what kind of music comes with the iPod. My jaw nearly dropped.

 

[TMA]

Subiklim -

I think the gem has got to be "Can I change the music on there or is it permanent?"

We actually get that one a few times a week.