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Maybe my last Mac ever

williape said:
There may have been a misunderstanding between Apple support and you, but I assure you they will not/cannot DENY service. They were only denying you a replacement not repair. If you called them right now and said you wanted to have your computer REPAIRED because Amazon will not offer you an exchange, they would happily guide you through the repair setup process.
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Williape is certainly right... either a misunderstanding, or an error on the part of AppleCare. Your computer came with a warranty from Apple. You should have a copy of it included with your computer.

Unless it was damaged during shipping or something (btw, what IS the problem with your computer anyway?), then Apple will take care of it for you.

Do you have an Apple Store nearby?

Just bring a copy of your receipt with you, and the computer to the store (make an appointment first).

BTW, don't even MENTION Amazon unless Apple asks where you bought the computer, because Apple really shouldn't give a rat's ass about where you purchased it from, as long as it's an authorized retailer, which Amazon is.

Let us know what happens.
 
JayLenochiniMac said:
Apparently the OP is having problems.
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The OP seems to be having problems understanding both Apple and Amazon representative or clearly stating the problem to them. His comment above about Apple denying repair service because its a motherboard is absurd. As others have stated, Applecare would cover it.

I have no doubt he is also misunderstanding Amazon. They do NOT charge 15% restocking on a DOA or faulty computer.
 
OP... Have you been able to call apple back to find out a solution? Also, have you called amazon.com to ask them about the restocking fee on a product that was sold to you that does not work and you want it replaced?

I haven't seen an update........


I can imagine this must be very frustrating.
 
JayLenochiniMac said:
I don't understand people who buy from places other than Apple.
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I'm my case, better warranty elsewhere. John Lewis (UK) give you a 2 year warranty on computers. So it's worth it in my opinion. Other (mainly from what i've seen, US stores) give cashback/money off deals.

Maybe some don't live near an Apple store and don't want to do business online (especially for such a large/expensive item).

Though I do concede some would go and watch a kitten drowning if it was at an Apple store.
 
Quite frankly I could care less if Apple is not responsible for dealing with the return. They should offer it as it was the computer they made that was a lemon. The idea that Apple will not take back a defective computer because it was bought from a third party is stupid.
 
amazon

I purchased a macbook pro from amazon.com llc on march 16 2009 older 17 inch model. The video card card crapped out and apple is fixing it. I think that it might be the way that apple handles DOA from resellers before the parts arrive in the service centers. Did you go in to the store or call? If you went in what location?
 
See below taken direct from Amazon website. This would keep me from buying a comptuer from them period.

If apple will not replace, and Amazon's policy is to take back to Apple, this is exactly what OP said. He's only choice is to return to Amazon and suffer 15% restocking, and only before 30 days is up so he better hurry. There is no exception in this policy about waving restocking if computer is DOA or malfunctioned.

"Returning Computers
Computers purchased from Amazon.com, which have not been opened, may be returned for a refund within 30 days of receipt of shipment via our online Returns Center. Computers purchased from Amazon.com which have been opened are subject to a 15% restocking fee to be deducted from the total amount the customer is refunded. Computers may not be returned more than 30 days from the date of shipment receipt.

All computers sold by Amazon.com are supported by the computer's manufacturers. In the unlikely event a computer appears to be defective, customers are directed to contact the customer support networks of the individual computer manufacturer to have it serviced under warranty. See manufacturer contact information below.

Amazon.com cannot accept returns of items purchased from Amazon Merchants. Items that are picked up at a store or shipped directly by the merchant must be returned to the merchant according to their return guidelines. Read more about ordering from Amazon Merchants.

If you're returning a computer purchased from Amazon Marketplace, please contact the seller directly. Computer laptops and desktops which are purchased from Amazon Marketplace sellers cannot be returned if 30 days have passed from the date of shipment. Learn more about Marketplace returns.

For more information about refunds, exchanges, and return deadlines, see our general Returns Policy.

Computer Return Policy
Due to computer manufacturers policies and restrictions, computer products which are greater than 30 days from the date of shipment receipt may not be returned.
Computers purchased from Amazon.com, which have not been opened, may be returned for a refund within 30 days of receipt of shipment via our online Returns Center. Computers purchased from Amazon.com which have been opened are subject to a 15% restocking fee to be deducted from the total amount the customer is refunded."
 
synth3tik said:
Quite frankly I could care less if Apple is not responsible for dealing with the return. They should offer it as it was the computer they made that was a lemon. The idea that Apple will not take back a defective computer because it was bought from a third party is stupid.
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It is the seller who is responsible to get the problem fixed. Apple has a contract with Amazon. Amazon has a contract with the buyer. There is no contract between Apple and the buyer in this case.

Think about it: Why did he buy from Amazon? Because it is a bit cheaper? If you want Apple to replace your computer if something goes wrong, you'll have to buy from Apple.
 
txnoob said:
See below taken direct from Amazon website. This would keep me from buying a comptuer from them period.

If apple will not replace, and Amazon's policy is to take back to Apple, this is exactly what OP said. He's only choice is to return to Amazon and suffer 15% restocking, and only before 30 days is up so he better hurry. There is no exception in this policy about waving restocking if computer is DOA or malfunctioned.

"Returning Computers
Computers purchased from Amazon.com, which have not been opened, may be returned for a refund within 30 days of receipt of shipment via our online Returns Center. Computers purchased from Amazon.com which have been opened are subject to a 15% restocking fee to be deducted from the total amount the customer is refunded. Computers may not be returned more than 30 days from the date of shipment receipt.

All computers sold by Amazon.com are supported by the computer's manufacturers. In the unlikely event a computer appears to be defective, customers are directed to contact the customer support networks of the individual computer manufacturer to have it serviced under warranty. See manufacturer contact information below.

Amazon.com cannot accept returns of items purchased from Amazon Merchants. Items that are picked up at a store or shipped directly by the merchant must be returned to the merchant according to their return guidelines. Read more about ordering from Amazon Merchants.

If you're returning a computer purchased from Amazon Marketplace, please contact the seller directly. Computer laptops and desktops which are purchased from Amazon Marketplace sellers cannot be returned if 30 days have passed from the date of shipment. Learn more about Marketplace returns.

For more information about refunds, exchanges, and return deadlines, see our general Returns Policy.

Computer Return Policy
Due to computer manufacturers policies and restrictions, computer products which are greater than 30 days from the date of shipment receipt may not be returned.
Computers purchased from Amazon.com, which have not been opened, may be returned for a refund within 30 days of receipt of shipment via our online Returns Center. Computers purchased from Amazon.com which have been opened are subject to a 15% restocking fee to be deducted from the total amount the customer is refunded."
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Check the OP's other postings. It appears he is not happy with the video card based on his experience with WOW. I really question whether there is a problem with his computer. It appears he may have been expecting too much from the card. Obviously if there was a problem, Apple could repair it.
 
This is not a knock the OP but this is exactly why I would never buy an Apple product outside of an Apple Store (in-store and online). You have to go through one extra person where communication often will break down especially if you can't speak to someone about it. All this frustration is not worth the money saved.
 
Play it cool, if nothing happens get aggressive. I would then get major aggressive and try to get a free iPod out of them.
 
txnoob said:
See below taken direct from Amazon website. This would keep me from buying a comptuer from them period.

If apple will not replace, and Amazon's policy is to take back to Apple, this is exactly what OP said. He's only choice is to return to Amazon and suffer 15% restocking, and only before 30 days is up so he better hurry. There is no exception in this policy about waving restocking if computer is DOA or malfunctioned.

"snip
Click to expand...

I found the following regarding DOAs:

Amazon.com Returns Policies: You may return any new computer purchased from Amazon.com that is “dead on arrival,” arrives in damaged condition, or is still in unopened boxes, for a full refund within 30 days of purchase. Amazon.com reserves the right to test “dead on arrival” returns and impose a customer fee equal to 15 percent of the product sales price if the customer misrepresents the condition of the product. Any returned computer that is damaged through customer misuse, is missing parts, or is in unsellable condition due to customer tampering will result in the customer being charged a higher restocking fee based on the condition of the product. Amazon.com will not accept returns of any desktop or notebook computer more than 30 days after you receive the shipment. New, used, and refurbished products purchased from Marketplace vendors are subject to the returns policy of the individual vendor.

I initially read the OP's post as his wanting to exchange it for a new one but I think he's trying to unload it so he can get the better card.
 
wfoster said:
Play it cool, if nothing happens get aggressive. I would then get major aggressive and try to get a free iPod out of them.
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LOL From who? Apple? What I think is that there is a massive break down in communication. First thing OP needs to do is call up CSR. Forget about it being a lemon or if it's defective unless they ask. Ask them straight up, I bought an iMac from this reseller, who do I speak to in regards to getting an exchange or return. That's it. CSR will know the correct protocol. No need to ask them this, dance around different subjects, basically cut the BS and get straight to the point. Take what CSR says and then contact Amazon.
 
old-wiz said:
At least call the credit card people - they sometimes have more influence than you do.

I still can't believe Apple won't repair a brand new iMac. If they refuse to repair a new system under warranty you have cause to call an attorney.

And what's this silliness about "Were you the first owner? Then it is not new" You are the first owner.
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Apple will repair / replace the logic board. The OP wants his Mac replaced and expects Apple to give him a new one. Apple's reply is that if he wants a replacement Mac, go back to where he bought it from (Amazon).
 
Manufacturer's Warranty.
Be a customer, act like a customer, behave like a customer and you will treated like one.
Don't ask for favors, demand your rights when needed.
Don't be offensive, be polite, ask for the manager when needed, and if you are not satisfied with the solution or initial offerings ask for your compensation.
You pay for a product, it should be perfect.
Defects are the manufacturer's fault, and should be covered under warranty.
I believe the :apple: store is the right place to go for a warranty claim.
Yo ua lready pay, you should have a good working product now. PERIOD.
Weak customers allow weak customer service.
Customers pay for what they buy either a product and/or service. If you ask for favors you will totally depend on the person's criteria, not the regular policies that normal businesses use, good managers always do whatever it takes to make the customer happy.
 
McGiord said:
Manufacturer's Warranty.
Be a customer, act like a customer, behave like a customer and you will treated like one.
Don't ask for favors, demand your rights when needed.
Don't be offensive, be polite, ask for the manager when needed, and if you are not satisfied with the solution or initial offerings ask for your compensation.
You pay for a product, it should be perfect.
Defects are the manufacturer's fault, and should be covered under warranty.
I believe the :apple: store is the right place to go for a warranty claim.
Yo ua lready pay, you should have a good working product now. PERIOD.
Weak customers allow weak customer service.
Customers pay for what they buy either a product and/or service. If you ask for favors you will totally depend on the person's criteria, not the regular policies that normal businesses use, good managers always do whatever it takes to make the customer happy.
Click to expand...

Did you even read the thread?
 
McGiord said:
Yes, I read the OP post, and when I reached your post about don't understanding people who buy from others than apple, I decided to simply answer to the OP.

Do you understand the OP now?

PS: I bought from MacMall.
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It has nothing to do with people who want to buy from other then Apple.

If it needs fixing and under warranty, Apple will fix it including replacing the logic board no questions asked (unless it was obvious that the user tampered with it / caused the problem).

If you demand that the computer be replaced instead, it is your right but it's up to the place that you bought the computer to replace / exchange it.

The OP did not want Apple to replace the logic board but wanted Apple to give him a new computer even though the OP bought the computer at Amazon.

The OP didn't like the video card he got with the computer (his other post), and some people think that the OP might be trying to get another Mac with the video card he likes.

Whatever the case, people have posted here Amazon's return policy and that the OP can return the Mac without the restocking fee.
 
Besides Warranty policies some companies have the customer service policies that allow store or service managers to compensate their customers in certain ways, even when the product is not really faulty.
Is the OP is trying to take advantage of this? I don't know, and who are we to really know what the true intentions are?

I have worked in the quality field and I have seen many different situations when analyzing warranty returns, and depending on the product line, for example around 25~50% are no trouble found components, replaced during trouble shooting or misdiagnosis, or just replaced to please the customer. Sometimes service people

If the product is faulty the main way to get any company to improve their product is when they receive customer feedback, and warranty claims is a key player on this.
 
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