Worst and most frustrating buying experience (ongoing)

[diabora]

So on the 5. of June, just as the store was back online, I placed an order for an new iMac 27 inch. Order came to a total of 3.944$ Including Danish VAT and fast delivery. With estimated delivery 12-14 June.

All was well, and I where looking forward to finish a big video project on the new machine. I am a professional videographer, coming from a mid 2012 rMBP, that has a hard time editing 4K files from my C300 Mark II camera.

Then on the 8. of june i got an email from Apple, that they couldn't get autorization on my credit card. Called the bank, they told me, that the transaction was not possible because of a limit on my Visa card of 3.765$ for a singe purchase.

Called Apple aftersales support, explaining the issue, asking them to split the payment in two. Either two seperate credit cards or let me part pay with an Apple Gift Card. Sure that shouldn't be a problem I was told and then put on hold. 3 minutes later and I was told that the system had to automatically try and receive the payment again, before they where able to change the payment method. The system would try every twelve hours.

Next day I called aftersales again, same problem. Then my case was issued to Apple Ireland, and I Should receive a call from them within 48 hours. Got the call from Ireland, they pushed through the payment request immediately, and send me back to aftersales support... Well to make an even longer story a bit shorter, here I am 9 calls with Apple to a total of 122 minutes, and the payment issue is still not resolved! My order is still needing payment, and my deadline for the big project is moving closer by the minute.

Honestly this is by far, the most frustrating buying experience I have ever encountered.

/Alex

 

[btrach144]

So on the 5. of June, just as the store was back online, I placed an order for an new iMac 27 inch. Order came to a total of 3.944$ Including Danish VAT and fast delivery. With estimated delivery 12-14 June.

All was well, and I where looking forward to finish a big video project on the new machine. I am a professional videographer, coming from a mid 2012 rMBP, that has a hard time editing 4K files from my C300 Mark II camera.

Then on the 8. of june i got an email from Apple, that they couldn't get autorization on my credit card. Called the bank, they told me, that the transaction was not possible because of a limit on my Visa card of 3.765$ for a singe purchase.

Called Apple aftersales support, explaining the issue, asking them to split the payment in two. Either two seperate credit cards or let me part pay with an Apple Gift Card. Sure that shouldn't be a problem I was told and then put on hold. 3 minutes later and I was told that the system had to automatically try and receive the payment again, before they where able to change the payment method. The system would try every twelve hours.

Next day I called aftersales again, same problem. Then my case was issued to Apple Ireland, and I Should receive a call from them within 48 hours. Got the call from Ireland, they pushed through the payment request immediately, and send me back to aftersales support... Well to make an even longer story a bit shorter, here I am 9 calls with Apple to a total of 122 minutes, and the payment issue is still not resolved! My order is still needing payment, and my deadline for the big project is moving closer by the minute.

Honestly this is by far, the most frustrating buying experience I have ever encountered.

/Alex

It's not Apple's fault that you didn't realize the limit on your credit card.

Cancel your order and I believe Apple allows you to spilt payment directly on their website.

 

[Stefan johansson]

You should blame your credit card provider,its their regulations that caused the problem from the start.
Another thing you could do,is to cancel your order,and try go to an Apple Store nearby and place your order there,so you can have your bank to transfer the money withouth credit card use.
I understand that you are located in Denmark,and if you don't have a store there,try Väla centre near Helsingborg.

 

[jdblas69]

Would it not have been easier to try and have Visa authorize this one purchase since the difference between the max single purchase amount and charged amount is relatively small??

 

[Sheza]

The next time you call Apple you should explain at the start that you are highly dissatisfied when all you want to do is give them your money. Explain how you were promised it would be no problem, but has ended up taking several hours of your time and has still not been resolved.

 

[diabora]

It's not Apple's fault that you didn't realize the limit on your credit card.

Cancel your order and I believe Apple allows you to spilt payment directly on their website.

That is correct, not Apples fault that I was unaware of the Visa limit, however that does not make the whole thing any less frustrating. Visa is one of three credit cards accepted by Apple, the single purchase limit is global, it would have bean nice if the store notified about it, in the payment process.

I could cancel the order, and place a new, but that would postpone the delivery further. There is a reason why I was fast to pull the tricker, and pay for fastest shipment.

/Alex
[doublepost=1497286961][/doublepost]

Would it not have been easier to try and have Visa authorize this one purchase since the difference between the max single purchase amount and charged amount is relatively small??

According to my bank, there is two limits on Visa, the single purchase and total amount in 30 days, the only one that is possible to raise is the total in 30 days.

/Alex

 

[sundayx]

Can you get one from a physical store and pay cash?

 

[diabora]

The next time you call Apple you should explain at the start that you are highly dissatisfied when all you want to do is give them your money. Explain how you were promised it would be no problem, but has ended up taking several hours of your time and has still not been resolved.

Tried that already, all that happened was that, that particular employee turned into auto-reply-mode saying the same two, three lines over and over again. All the other employees have bean very nice and helpfull, even though not able to resolve the problem.

I always try to be very reasonable and polite on various service phone calls. I have worked as a service operator myself, and people can be very rude, which does not make you want to help them any further.
[doublepost=1497287854][/doublepost]

Can you get one from a physical store and pay cash?

Unfortunately not, it is a BTO i7, 1TB SSD, that isn't stock anywhere in Denmark, and probably never will be.

 

[btrach144]

That is correct, not Apples fault that I was unaware of the Visa limit, however that does not make the whole thing any less frustrating. Visa is one of three credit cards accepted by Apple, the single purchase limit is global, it would have bean nice if the store notified about it, in the payment process.

I could cancel the order, and place a new, but that would postpone the delivery further. There is a reason why I was fast to pull the tricker, and pay for fastest shipment.

/Alex
[doublepost=1497286961][/doublepost]

According to my bank, there is two limits on Visa, the single purchase and total amount in 30 days, the only one that is possible to raise is the total in 30 days.

/Alex

Your current order isn't processing so canceling it won't delay it further. Apple won't start building the machine until they have your money. You'd literally save yourself time by placing a new order than continuing to go back and forth.