It's over, i admited it already, gosh, this isn't life or death, I think you are the immature one in this fight.
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Why can't you return CTO iMac?
- Thread starter Kittychan
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It's over, i admited it already, gosh, this isn't life or death, I think you are the immature one in this fight.
Condescending can be a bit irritating, but it's tolerable...
...except when combined with WRONG!
LK
Back to the topic... Ok first of all as some said because only the speakers that are defect that is why they will order a new part and change them, however once my iMac is fixed and the problem persists, is it possible to get a refund then ???
Some said I cannot
Some said I cannot
I have read, but the policies are wary in different countries. I check on apple New Zealand and they said no. Wonder why the US customer can return ...
Then I suggest you find Apple's written sales policy for NZ.
...a verbal opinion ain't worth the paper it's written on,
LK
But is a defective speaker out of the box considered DOA (preventing basic operability)?
Yet Apple chooses to use the term BTO rather than CTO, so these terms are interchangable.
When I pay a premium price for a (supposedly) premium product, I
demand to get what I paid for. If apple refused to replace MY brand
new DOA dud, I'd call my credit card company and instruct them to
withhold payment.
...Apple's not your friend, Apple's not your mother. They're just a vendor.
LK
Hate to break it to you, but what the iMac goes for is hardly premium price. This is not some $50k piece of equipment we're talking about.
Ohhh well they won't replace a new iMac for me the store at Uni sucks big time.
So they are ordering the part to replace it, but if the problems persist I will just call Apple whatever number it is and demand something
the store at Uni sucks big time. So they are ordering the part to replace it, but if the problems persist I will just call Apple whatever number it is and demand something
I'd just thought I would tell you how it worked for me after I had ordered a 2,8ghz 24" Al iMac with 500 HDD from the Online Store. The first one had a duff screen so I sent it back, the second one had a duff screen and buzzed when I dimmed the screen, so Apple asked me to send it back. The third one also had a duff screen and buzzzed, however Apple's people here in Oslo said it was within Apple's specifications, but they admitted the backlight bleeding didn't look good. They offered me a FOURTH replacement or a FULL REFUND. After never wanting to touch the current Al iMac ever again I took the full refund. Apple also gave me about 2000 Norwegian kroner in compensation for my inconvenience that's almost 400 US dollars + I also have another 300 dollars in added software. Since then I've bought a Mac Pro and a 23" ACD, which I am very happy with.
When I contacted Apple Customer Relations on the phone, I was always polite, explaining the situation, I even sent the people I spoke to some pictures by email. I also wrote them a letter about my first and second iMacs. I always found the people at Apple I spoke with very professional, considerate and doing what I felt was the best they could to resolve the situation.
All this didn't happen over night, it took about 4 months from ordering my first iMac to finally getting an Apple product that worked for me, but at the end of the day I'm happy with the outcome, although I spent far more than I ever imagined and I am still a Apple customer due to their professional attitude.
So if you do order a BTO or whatever you call it and it is DOA, yes it is possible to get a full refund and you don't have to pay a restocking fee. However if you buy from an Apple retailer then perhaps returning a BTO machine is going to cost them money and they will give you any excuse so that they can recoup their costs.
I will admit though that if I'd bought a new iMac and there just a problem with the speakers, I would be happy for them to take it back so they could replace them. If other problems persisited then I might start asking for a new machine, but after talking to Apple Customer Relations first.
When I contacted Apple Customer Relations on the phone, I was always polite, explaining the situation, I even sent the people I spoke to some pictures by email. I also wrote them a letter about my first and second iMacs. I always found the people at Apple I spoke with very professional, considerate and doing what I felt was the best they could to resolve the situation.
All this didn't happen over night, it took about 4 months from ordering my first iMac to finally getting an Apple product that worked for me, but at the end of the day I'm happy with the outcome, although I spent far more than I ever imagined and I am still a Apple customer due to their professional attitude.
So if you do order a BTO or whatever you call it and it is DOA, yes it is possible to get a full refund and you don't have to pay a restocking fee. However if you buy from an Apple retailer then perhaps returning a BTO machine is going to cost them money and they will give you any excuse so that they can recoup their costs.
I will admit though that if I'd bought a new iMac and there just a problem with the speakers, I would be happy for them to take it back so they could replace them. If other problems persisited then I might start asking for a new machine, but after talking to Apple Customer Relations first.
And for purposes of the refund policy, BTO and CTO are the same--no refunds (except when there are).
I don't understand the problem with the policy. Why would you want a refund? You decided to buy the computer. apple will fix, for free, the problem. So you'll get the computer you paid for. It's not like getting a "new" car that's been repainted with inferior paint. It's the same computer. Same parts. It was built in Korea (or wherever) by plugging parts together. so what if you unplug one of those parts and plug in a new version of the same part?
No, it's more like getting a new car with a duff transmission. You've already
paid for it (or continue to make payments) while it sits in their shop waiting
for the 'same parts' to be installed by someone who might know what they're
doing ...or NOT. Would you pay for a car in a factory-sealed carton without
road-testing it first?
If it's not 100% functional when you first turn it on, Apple should offer to
replace it immediately. If you'd rather wait while they (try to) fix it, that's
your call -- but as the sales policy is written, that would be a BIG mistake.
LK
I guess the equivalent of that would be going to an Apple store and have them fire up a machine before you purchase it, but I don't see too many of us doing that. Otherwise, for those of us who choose to BTO a new car or purchase one without road-testing it first, no dealer will allow you to exchange it for a new one AFTER you purchase it and drive it off the lot and Apple is no different.
Kittychan:
The thing with multinational companies (which is effectively what Apple has become since they opened up divisions in different countries) is that they're bound by different national laws; impacted by various international laws as well as treaties; and not every region necessarily has the same policies.
Give you an example, drawing from my experience working at Sony. If you bought a Sony computer in the U.S., we had a tendency to be a little bit more lenient with customers. We would overlook an out-of-warranty repair if it was just some token amount (say, one day, maybe even as much as one week). However, if you bought from Sony U.K., or Sony France, or Sony Europe, the attitude was like, "Hey, in the time it took to get to me on the phone, your warranty lapsed at 12:00 midnight, and it's now like 12:02. Yeah, you're payin' for it, baby." And they flat out just really didn't care. Not trying to say Apple is that harsh, mind you, but just to give you one example.
Now, when comes to both CTO and BTO vs "stock model", it's a pretty standard thing to be stricter with warranty policies, not accept returns so readily, etc. Sometimes, it can be really petty, too. I know a couple examples but won't quote them here as there's no point, it was a different situation, and it was in the U.S., not New Zealand.
Thing is, with custom systems, generally the mfg. will deal with dead units pretty quickly, and will deal with other issues on the basis of how disruptive it is to the purchaser. For them to say, "No, we won't replace it, but yes, we'll replace the defective components," that's a very standard practice, as has been pointed out up-thread. Generally with Apple America, if you take the unit in for repeated service (three times is the typical minimum, and is also an industry standard) they start looking at other options. If it's the exact same problem, they'll probably just replace the system because, at that point, it's cheaper to do. If it's multiple different kinds of problems, well, that's a different road entirely. Mind you, and again I'm talking about dealing with companies here in the U.S., if you can demonstrate a legitimate problematic history (actual component failures, not just cosmetic stuff or that you're just pissed), they'll also explore other options.
In my experience, repeated system failures usually equal a new replacement model, and repeated different subsystem failures equal a refurbished equivalent replacement model.
The thing with multinational companies (which is effectively what Apple has become since they opened up divisions in different countries) is that they're bound by different national laws; impacted by various international laws as well as treaties; and not every region necessarily has the same policies.
Give you an example, drawing from my experience working at Sony. If you bought a Sony computer in the U.S., we had a tendency to be a little bit more lenient with customers. We would overlook an out-of-warranty repair if it was just some token amount (say, one day, maybe even as much as one week). However, if you bought from Sony U.K., or Sony France, or Sony Europe, the attitude was like, "Hey, in the time it took to get to me on the phone, your warranty lapsed at 12:00 midnight, and it's now like 12:02. Yeah, you're payin' for it, baby." And they flat out just really didn't care. Not trying to say Apple is that harsh, mind you, but just to give you one example.
Now, when comes to both CTO and BTO vs "stock model", it's a pretty standard thing to be stricter with warranty policies, not accept returns so readily, etc. Sometimes, it can be really petty, too. I know a couple examples but won't quote them here as there's no point, it was a different situation, and it was in the U.S., not New Zealand.
Thing is, with custom systems, generally the mfg. will deal with dead units pretty quickly, and will deal with other issues on the basis of how disruptive it is to the purchaser. For them to say, "No, we won't replace it, but yes, we'll replace the defective components," that's a very standard practice, as has been pointed out up-thread. Generally with Apple America, if you take the unit in for repeated service (three times is the typical minimum, and is also an industry standard) they start looking at other options. If it's the exact same problem, they'll probably just replace the system because, at that point, it's cheaper to do. If it's multiple different kinds of problems, well, that's a different road entirely. Mind you, and again I'm talking about dealing with companies here in the U.S., if you can demonstrate a legitimate problematic history (actual component failures, not just cosmetic stuff or that you're just pissed), they'll also explore other options.
In my experience, repeated system failures usually equal a new replacement model, and repeated different subsystem failures equal a refurbished equivalent replacement model.
Got it back today and ok everything works fine. But the technician forgot to return me a power cord and my screen is just dirty from inside. So I called him up and he said he will clean it for me on tuesday FFS....
First of all, I have to say thank you for everyone who put thier effort in discussing the problem and I really appreciate it, Without your help I wouldn't have guts to fight for my right.
It has been exactly 1 month and 2 days since I complaint about my iMac. After sending my iMac for service, the iMac worked fine for one day and then Kernel panic with distortion noise. Sent it back for service 2nd time, the problem persists.
I couldn't take any of thier ................ so I called apple care, called them 3 times and then they said that I should bring back to the tecnician to look at it again, but I didn't.
Instead, I email the Apple New Zealand distributor and then all the sudden, they said just bring the iMac in and they will replace it for me (no question asked).
My iMac is CTO and my supplier said I cannot return or get refund because it is CTO, they are wrong .........
I just got my iMac back today but haven't got a chance to check everything just yet.
The funny thing is I am not being charged a cent but the place I bought my imac will have to pay for it
CTO iMac can be replaced and refund if you are not happy with it, it is not hard for them to just put 2.8Ghz, harddisk, and ram in since they are very easy to get access anyway.
for life
It has been exactly 1 month and 2 days since I complaint about my iMac. After sending my iMac for service, the iMac worked fine for one day and then Kernel panic with distortion noise. Sent it back for service 2nd time, the problem persists.
I couldn't take any of thier ................ so I called apple care, called them 3 times and then they said that I should bring back to the tecnician to look at it again, but I didn't.
Instead, I email the Apple New Zealand distributor and then all the sudden, they said just bring the iMac in and they will replace it for me (no question asked).
My iMac is CTO and my supplier said I cannot return or get refund because it is CTO, they are wrong .........
I just got my iMac back today but haven't got a chance to check everything just yet.
The funny thing is I am not being charged a cent but the place I bought my imac will have to pay for it
CTO iMac can be replaced and refund if you are not happy with it, it is not hard for them to just put 2.8Ghz, harddisk, and ram in since they are very easy to get access anyway.
for life