Apple's Return Policy on BTO sucks...

[RexTraverse]

I would venture to say that Apple gets a much better deal freight wise when sending multiple machines to say an Apple store, than it does sending one to me via LTL. So in essence, it would be a much better deal for them to exchange it for me in the store, and send it back on a truck that is already delivering to them. I can see that you don't have much freight line experience. That's expected.

The extra labor hours includes me having to deal with an Applecare Rep, then an Applecare Genius, and now I'll have to call an Applecare Rep again to get something scheduled. One extra step and communication that is unnecessary.

They may keep the cash this time, but if this is the standard, I'll buy standard config next time from a 3rd party. Guess Apple won't get the long term direct purchase, as I've made quite a few.

If you Special Order something, say from a store like Home Depot. If the item is defective, you simply return it for a refund. They don't have you take the defective item home, call them the next business day, arrange for a pickup, and then send you another one. There is a reason for that, as its highly inefficient method of servicing the customer and a waste of resources.

Apple just shipped your BTO machine from a factory in southern China to your doorstep in around 3 days. Like you, I'm gonna venture a guess and say that wherever it needs to go, returning that same BTO machine isn't gonna be as simple for your Apple Store as throwing it onto the truck their other deliveries arrive on.

And did Applecare require you to go see an Apple Genius first? That seems unusual, especially since not everyone has an Apple Store within a reasonable distance of their home. If your BTO Mac isn't working, it's not working. You have your 90 days of free phone support, the CSR should have just given you an RMA in the initial call.

And your analogy is awful. BTO != Special Order. Ordering something that a store doesn't normally carry in stock, that's a special order. Ordering something in a non-standard configuration, that's build to order. Companies that do direct-to-customer BTO sales (and I'm pretty sure Home Depot is not one of them) have special procedures in place to process those. I don't know what they are for Apple, but it's presumptuous for you to assume that the system they do have in place must be inefficient or a waste based on absolutely no information.

A simple Google search shows that for Apple resellers that sell BTOs, returns of BTO machines are not processed through the same facility that the reseller deals with for standard product returns. Wouldn't it make sense that the same would apply for Apple Stores? And that maybe, just based on whatever the number of BTO returns Apple estimates they would have to deal with, it's just simpler to have the customer return the product directly?

 

[thegoldenmackid]

You pretty much proved my original point, to wit. And obviously domestic abuse is much more serious than computers, but Apple does in fact "abuse" their customers. And yes, Apple's markup on RAM borders on completely criminal. Again, they take advantage of ignorant customers who simply do not know any better.

I still can't believe people defend them in this way. They truly have a brainwashed consumer base.

Despite my username, I'm don't drink the Apple Kool Aid like you might imagine. To say that any other company doesn't charge extra money for upgrades would be ridiculous, they are after all, all in it to make - or so we think.

There is a reason why companies have policies regarding custom order products, the fact that the OP disagrees or chooses not to read it is not Apple's fault.

 

[RexTraverse]

Man, you guys are unbelievable! So Apple should not service the customer in a way that he finds acceptable? You guys are such hardcore Apple apologists that you embarrass yourselves!

Those are the terms that Apple has presented when buying a BTO model. If the OP didn't like those terms, he shouldn't have bought the product. True, there may be people in this thread that are just fanboy Apple apologists, but on this issue, the OP is clearly in the wrong and so are you. You agree to the terms at the time of purchase, you don't get to whine and bitch because you change your mind later.

And as for your second point... it's completely irrelevant to this thread. Companies are free to charge whatever they want for a product. Likewise, consumers are free to not buy said product if they believe the price is unreasonable. I know... the free market is like magic!

 

[yourashero]

My parents are dealing with the same issue. I7 that was pretty much doa. Took two days to go kaput. It's been a week and they can't say when they'll get the computer. Apple doesn't mind because they've been paid since October.

Apple products are supperior but they should have a supply to be able to back up demand. At least when you have more cash assets than Microsoft. Let's face it. They are a huge company now. They need to be able to respond like they did 5 years ago.

And to whoever decided a thin computer was what they needed... Kindly stab yourself. I'd rather the computer be 4 inches thick and not overheat. I'll still get an iMac, but thinner = bad idea. Take your big ideas and shove em. I feel form has overcome function and I want a lower failure rate.

I'll end this with saying that OSX is an angel, but the iMac is scary.

Owner of two failed iMacs and relative to one failed.

At least it's better than windows. (sadder point)

 

[cmvsm]

When you buy BTO you are not dealing with the store. They don't have your machine in stock so how can they give you a replacement. If you buy BTO that machine is spec'd out just for you and nobody else so how can they just take it back. If you have a problem with it you have to send it back to the factory not the Apple store.

So you're saying that just because its built to order, the manufacturer can't take it back its own product at one of their company stores and send it back to their own manufacturing facility? That's ridiculous.

For the record, I told that Apple store that if I could get a refund for my i7, I would invest the money into one of their i5's that they had in the store.

So why did he buy a BTO in the first place if he could just put the faster chip in himself?

Apple is not going to put faster hardware in every machine. They would never have reasonable prices. People have different needs and want BTO options.

I bought built to order because the theory was that I could get an i7 at the same time that the Apple stores were getting their shipments of i5's. My theory was correct, so why would i wait for the Apple store to get an i5, when I could have an i7 at the same time? There's your answer to the question that you've been recycling for a few posts now.

Why would I replace the chip myself?? Replacing the chip myself voids the warranty according to those who have torn the system down, and the Apple store won't even replace a hard drive on site, let alone a processor.

Again, servicing the customer should be paramount. As someone already said, Walmart, Home Depot, Target...they get this. Apple needs a clue.

 

[RichardI]

It costs Apple money to have it shipped to your direct from the factory. Why would they eat that charge?

2 Reasons:

1. this scenario is caused by Apple's hardware issue. It is their responsibilty to correct the situation since the customer is not at fault. They should, indeed, "eat" that charge.
2. A BTO from Apple is not a real BTO at all. There are very few configurations available, and these are ALL clearly shown on their website(s) as being no different than any other configuration.

Sorry, I'm a big Apple fan, but the fact is, if their quality control allows huge errors like this, they should absorb the cost and look closer at their in-house manufacturing processes, or, stop advertising these configuration options as if they are the same as an "off-the-shelf" one. This would make excellent material for a new MS ad...
My 2 cents.

Rich

 

[trip1ex]

Next time don't be in a hurry to "beat" shipments to the Apple store. I mean the biggest criteria for choosing a computer shouldn't be I wanted to get one before the Apple store got theirs.

That being said, get on the phone and complain. Tell them you can't wait 2 or 3 weeks and would rather drop to an i5 as a replacement.

 

[cmvsm]

Apple just shipped your BTO machine from a factory in southern China to your doorstep in around 3 days. Like you, I'm gonna venture a guess and say that wherever it needs to go, returning that same BTO machine isn't gonna be as simple for your Apple Store as throwing it onto the truck their other deliveries arrive on.

Yes, and I paid extra for that service. So your point is? Yes, I guess that when they get BTO machines back, they get sent back to Shanghai. Forget about the local distribution or warehouses that Apple has set up around the US. If it's not that simple, then it needs to get that way.

Did Applecare require you to go see an Apple Genius first? That seems unusual, especially since not everyone has an Apple Store within a reasonable distance of their home. If your BTO Mac isn't working, it's not working. You have your 90 days of free phone support, the CSR should have just given you an RMA in the initial call.

This is the only part that I don't see as unusual. You call in to Apple support, they help identify the problem, then you take it to an Apple store for a Genius to confirm the problem, then the customer gets taken care of. An Apple CSR is not going to take the word from anyone who calls up stating that they have a 'problem'. Otherwise they would be returning machines all of the time.

And your analogy is awful. BTO != Special Order. Ordering something that a store doesn't normally carry in stock, that's a special order. Ordering something in a non-standard configuration, that's build to order. Companies that do direct-to-customer BTO sales (and I'm pretty sure Home Depot is not one of them) have special procedures in place to process those. I don't know what they are for Apple, but it's presumptuous for you to assume that the system they do have in place must be inefficient or a waste based on absolutely no information.

You're missing the main point. Apple produces this product, Depot doesn't manufacture anything. Depot is dealing with 3rd party suppliers for everything. Apple is dealing with their own company and manufacturing facilities. You keep speaking to it like any BTO process that Apple engages in is a separate entity or business. This is false. Apple should be taking care of their online customers in the same fashion as they do their in-store, if they are indeed going to have brick and mortar stores to visit. Its not rocket science, but you keep defending the broken process for some reason.

A simple Google search shows that for Apple resellers that sell BTOs, returns of BTO machines are not processed through the same facility that the reseller deals with for standard product returns. Wouldn't it make sense that the same would apply for Apple Stores? And that maybe, just based on whatever the number of BTO returns Apple estimates they would have to deal with, it's just simpler to have the customer return the product directly?

No, it does not make sense in the slightest bit. Where does it say in the return policy that Apple Stores are supposed to be treated as a third party reseller like Best Buy or MacClub? You have a lot of maybe's in your quote. 'MAYBE' Apple needs to make it a little more clear that online BTO customers have an arduous process to go through should a problem arise. I don't see that outlined anywhere...do you?