Apple Store refuses to exchange unopened iPad Mini!

[Mr. Amiga500]

I just got an iPad Mini as a gift (no receipt). After seeing that it is not the Retina version, I decided to take it (unopened) to an Apple Store to exchange - pay the extra $100 and get the Retina version. They refused to do the exchange! What the hell? It was in perfect, unopened condition. This is the same store in which I recently bought a $3300 Macbook Pro - and they tell me I can't exchange an iPad.

I called Apple Customer Service and they said they could not do the return. Is this kind of crap service only for Canadian customers? I'm so angry that I'm thinking of boycotting Apple.

 

[AZhappyjack]

I just got an iPad Mini as a gift (no receipt). After seeing that it is not the Retina version, I decided to take it (unopened) to an Apple Store to exchange - pay the extra $100 and get the Retina version. They refused to do the exchange! What the hell? It was in perfect, unopened condition. This is the same store in which I recently bought a $3300 Macbook Pro - and they tell me I can't exchange an iPad.

I called Apple Customer Service and they said they could not do the return. Is this kind of crap service only for Canadian customers? I'm so angry that I'm thinking of boycotting Apple.

What reason did they offer for not allowing the return/exchange? I am sure there is more to the story. If it was for lack of a recepit, could you contact the person from whom you received the gift and ask them to provide the receipt or go with you to the store?

 

[Mr. Amiga500]

They claim that this iPad was not purchased at the Apple Store, but at an Authorized Apple Reseller. Why would that make a difference? This is Apple's product in perfect unopened condition.

I don't have the receipt and have no way of getting it. Back in 2005, I did the exact same kind of exchange & paid upgrade with an iPod (no receipt) and I had no problem. I don't understand why I can't exchange now.

 

[AZhappyjack]

They claim that this iPad was not purchased at the Apple Store, but at an Authorized Apple Reseller. Why would that make a difference? This is Apple's product in perfect unopened condition.

I don't have the receipt and have no way of getting it. Back in 2005, I did the exact same kind of exchange & paid upgrade with an iPod (no receipt) and I had no problem. I don't understand why I can't exchange now.

Not sure what to say, but I suppose that it’s the prerogative of the store/manager to decide whether or not to exchange a device, opened or not, that was not purchased from Apple. Clearly if it had been purchased at Walmart, you would be facing the same issue when trying to return/exchange it at Target or Best Buy.

IMHO, it hardly qualifies as "crap service".

 

[strider42]

They claim that this iPad was not purchased at the Apple Store, but at an Authorized Apple Reseller. Why would that make a difference? This is Apple's product in perfect unopened condition.

I don't have the receipt and have no way of getting it. Back in 2005, I did the exact same kind of exchange & paid upgrade with an iPod (no receipt) and I had no problem. I don't understand why I can't exchange now.

So it was sold at a 3rd party. That party bought it from apple at a discount so they can resell at a profit. Apple doesn't make as much on that.

If they accept your iPad, they have no lost out on money. It seems perfectly reasonable to me to not be able to return an item to a store you didn'tt purchase it from. Policies change and I would have no problem with this being the case at the apple store.

 

[Mr. Amiga500]

If they accept your iPad, they have no lost out on money. It seems perfectly reasonable to me to not be able to return an item to a store you didn'tt purchase it from. Policies change and I would have no problem with this being the case at the apple store.

I don't normally return things, especially when I don't have a receipt. But I've heard of people returning things repeatedly to Apple for trivial reasons without problems. What mostly annoys me is that the only reason they won't accept it for exchange is that it was sold by an Authorized Apple Reseller. This means that you should NEVER buy from an Authorized Apple Reseller, because Apple Store won't touch it. (It IS an Apple product.)

It's not like I wanted a refund. I can understand why they wouldn't do that. But I was going to pay extra for the exchange and the item I was exchanging was in perfectly resell-able condition. I recently spent over $3000 in that same store, so you'd think they could do this for me.

 

[IndoX]

Returns or exchanges need to be done at the place of origin for any products. Apple is no exception. There are merchant agreements between Apple and third party resellers for this reason.

If you want to exchange the iPad, go back to the place where it was bought. At this point the monetary value of the iPad was handled by someone else, not Apple - why should they (or anyone else) return or exchange something that was not directly purchased from them? Doesn't make sense.

 

[strider42]

I don't normally return things, especially when I don't have a receipt. But I've heard of people returning things repeatedly to Apple for trivial reasons without problems. What mostly annoys me is that the only reason they won't accept it for exchange is that it was sold by an Authorized Apple Reseller. This means that you should NEVER buy from an Authorized Apple Reseller, because Apple Store won't touch it. (It IS an Apple product.)

It's not like I wanted a refund. I can understand why they wouldn't do that. But I was going to pay extra for the exchange and the item I was exchanging was in perfectly resell-able condition. I recently spent over $3000 in that same store, so you'd think they could do this for me.

Apple will touch items sold at a reseller, for warranty repairs, etc. If you buy from a reseller, you would expect to return it to that same reseller for an exchange or refund. This is exactly how I would expect it to work. I really don't see the issue.

Edit: if you were allowed to return it to apple, what would stop the authorized seller from "selling" the ipad to their friends at cost, then returning it to apple and getting the higher price back. Even with exchanges, it would allow people to get significant discounts on goods they are entitled to. Too ripe for abuse.

 

[rdowns]

I don't normally return things, especially when I don't have a receipt. But I've heard of people returning things repeatedly to Apple for trivial reasons without problems. What mostly annoys me is that the only reason they won't accept it for exchange is that it was sold by an Authorized Apple Reseller. This means that you should NEVER buy from an Authorized Apple Reseller, because Apple Store won't touch it. (It IS an Apple product.)

It's not like I wanted a refund. I can understand why they wouldn't do that. But I was going to pay extra for the exchange and the item I was exchanging was in perfectly resell-able condition. I recently spent over $3000 in that same store, so you'd think they could do this for me.

Your $3,000 previous purchase has nothing to do with this.

As for not taking back the unit, let me try this. Apple sells the iPad mini for $100 (example only) at retail but only $80 at wholesale. So you are asking Apple to take back a mini that they were paid $80 for, give you $100 credit towards the purchase of a different model. They are still out $20.

 

[bigjnyc]

I agree with everyone else... Why would Apple accept a return for an item purchased somewhere else. the fact that it was made by Apple is irrelevant in this case..... Now if you brought something in for repairs thats a different story they would honor the warranty no matter where you purchased it.... but for what you are trying to do its a no-go.

 

[Mr. Amiga500]

As for not taking back the unit, let me try this. Apple sells the iPad mini for $100 (example only) at retail but only $80 at wholesale. So you are asking Apple to take back a mini that they were paid $80 for, give you $100 credit towards the purchase of a different model. They are still out $20.

OK, I suppose that makes sense. My anger is dissipating.

My main goal in starting this thread was to get opinions on the situation and I see the points. It's still annoying to be stuck with a non-retina iPad though.

 

[firedept]

I just got an iPad Mini as a gift (no receipt). After seeing that it is not the Retina version, I decided to take it (unopened) to an Apple Store to exchange - pay the extra $100 and get the Retina version. They refused to do the exchange! What the hell? It was in perfect, unopened condition. This is the same store in which I recently bought a $3300 Macbook Pro - and they tell me I can't exchange an iPad.

I called Apple Customer Service and they said they could not do the return. Is this kind of crap service only for Canadian customers? I'm so angry that I'm thinking of boycotting Apple.

May I offer a suggestion?

I understand you are upset. It probably has to do with their product code system and not being able to enter that iPad into their system since it was sold to a reseller. If they can not enter it onto their system, then they can not re-sell it. It would probably have to be opened, repackaged and sold as a refurb. Sounds stupid, but sometimes retail systems are set up in this manner. Not very logical but none the less.

Why not save yourself any further frustration and put it up on Kijiji. You will probably get full price or very close to it if you list it with why you are getting rid of it. Maybe even look for a trade+cash of a retina closed box. Do the trade at an Apple Store so all is good. Just my suggestion to save you some frustration.

I do understand where you are coming from though. Do not blame the little guy on the floor at Apple you had to deal with. It is how Apple has most likely set up their retail system.

 

[Mr_Brightside_@]

I just got an iPad Mini as a gift (no receipt).

This is an issue even if you purchased it from Apple directly.

Also, resellers are entirely separate entities from the Apple store, I'm not sure why you would assume Apple should assume responsibility for it. It has nothing to do with getting 'crap service' in Canada.
Despite the fact that yes, Apple makes the iPad, this is akin to saying that any retailer that sells the same products should accept exchanges between one another.

 

[Tsuchiya]

It would've been great if they could have done the exchange, but I don't believe they have any obligation to do so.

I take it the 3rd party reseller won't perform the exchange themselves?

 

[Mr. Amiga500]

Update: I got it exchanged for a Retina version - at Best Buy! I had no problems at all. They weren't even the original seller. (original seller refused to exchange without receipt)

Well that was nice.

 

[VI™]

That's like me buying a Ford in my town and trying to exhange it two towns over then getting pissed because the other Ford dealer won't take it back. WTF?

 

[Plutonius]

Update: I got it exchanged for a Retina version - at Best Buy! I had no problems at all. They weren't even the original seller. (original seller refused to exchange without receipt)

Well that was nice.

I'm curious, where was it originally sold ?

 

[BvtMd]

Update: I got it exchanged for a Retina version - at Best Buy! I had no problems at all. They weren't even the original seller. (original seller refused to exchange without receipt)

Well that was nice.

Can you tell me what you said because I am in the same situation? Thanks

 

[Tech198]

No receipt, no proof.

This is why I purchase from Apple online store always. I would bet if it was purchase this way, even without a receipt, u'd have no problem.

 

[skottichan]

When I worked for Gamestop, taking back something unopened without a receipt was a fireable offense. The mindset is, without a receipt, how do you prove it was legitimately purchased.

I've always been taught by my mum and gramma, "Always get a gift receipt when you buy", because for whatever reason, someone will want to return/exchange their gift.

I'm glad you got everything worked out.

 

[Scepticalscribe]

No receipt, no proof.

This is why I purchase from Apple online store always. I would bet if it was purchase this way, even without a receipt, u'd have no problem.

When I worked for Gamestop, taking back something unopened without a receipt was a fireable offense. The mindset is, without a receipt, how do you prove it was legitimately purchased.

I've always been taught by my mum and gramma, "Always get a gift receipt when you buy", because for whatever reason, someone will want to return/exchange their gift.

I'm glad you got everything worked out.

Exactly. I always retain receipts for precisely these reasons. With receipts, I have never had any problems returning defective items, or enforcing warranties with Apple products.

Indeed, once, a few years ago, in 2010, - with a receipt on a dead HDD on a 120GB iPod classic, - which was still within warranty, I was offered a repair, replacement or refund. I wanted a replacement, but the store didn't have them in stock, and explained that it would take at least a week to ten working days to replace it.

Normally, that would not have been an issue, but I was flying out for a few months the following day and needed an iPod. Thus, I asked about the iPod Touch, and it was explained to me that the model I had asked about was around €100 more expensive than the classic I had returned. I was more than happy to pay the difference, and left with a 64GB iPod Touch, which I still have and which still works perfectly well more than four years later.

 

[jimsowden]

They can very easily look up receipts be reverse serial number look up (I've done it). So in all likelihood, it wasn't purchased at an apple store. That's why.

 

[The Doctor11]

II'm so angry that I'm thinking of boycotting Apple.

Apple might become poor if you do that

 

[grandM]

I just got an iPad Mini as a gift (no receipt). After seeing that it is not the Retina version, I decided to take it (unopened) to an Apple Store to exchange - pay the extra $100 and get the Retina version. They refused to do the exchange! What the hell? It was in perfect, unopened condition. This is the same store in which I recently bought a $3300 Macbook Pro - and they tell me I can't exchange an iPad.

I called Apple Customer Service and they said they could not do the return. Is this kind of crap service only for Canadian customers? I'm so angry that I'm thinking of boycotting Apple.

Can't you swap it at the store where the gift was bought