- Joined
- Dec 27, 2011
- Messages
- 7
- Reaction score
- 0
- Points
- 1
Hi I'm not sure if this is the right forum, but I was surprised today to find myself at loggerheads with Apple on this issue and thought I would seek some objective advice from other Apple users.
I bought an "open box" Macbook Pro (early 2011) at Best Buy on Dec 23. The Best Buy folks said it came with full manufacturers warranty (as I would expect) and I would be able to upgrade to Lion for free (as I would expect).
Well, when I went to get the free Lion upgrade, I was asked to send proof of purchase... which I did - I sent a photo of the cash register receipt.
Then when I went to look up the warranty status - same thing, it asked me to sign on with Apple ID and send in proof of purchase.
A couple days went buy and I got no replies so I called. What I ran into surprised me. The rep "Charles" told me "the problem is you have bought a used computer and we do not know the original purchase date. The best I can do is make it 90 days from the shipping date".
Well this feels pretty wrong. It eliminates my 90 day period of phone coverage, and clips about 7 months off my overall warranty... and it is arbitrary.
I honestly kind of like the computer - I want to update to Lion and buy applecare and live happily ever after.
But... the Apple people are dug in that they will not input the purchase date as Dec 23. Told me to ask Best Buy about it.
Best Buy was shocked that my purchase receipt was not sufficient and did not have a solution to offer.
I sent Charles an email asking him to escalate to his supervisor but I don't know if he will.
As it stands I will have to return a perfectly good computer to once again be wiped, discounted, and resold... and the poor guy who buys it is going to run into the same hassle.
Hi... welcome to the forum right... but what I want to know: is this standard Apple customer service practice? It seems they are badly undermining their retailer by acting this way.
I got the computer at a hefty discount about $1400 including tax. So I could just buy applecare, buy lion, accept the lost months of warranty, and move on.
But I'm so angry that Charles gets to make such a damaging decision - that he will assign a May purchase date on his whim instead of accepting my receipt.
Is this typical Apple customer service? Is Apple right to treat a Best Buy open box sale exactly the same as a craigslist or ebay or back alley private party used computer sale?
I bought an "open box" Macbook Pro (early 2011) at Best Buy on Dec 23. The Best Buy folks said it came with full manufacturers warranty (as I would expect) and I would be able to upgrade to Lion for free (as I would expect).
Well, when I went to get the free Lion upgrade, I was asked to send proof of purchase... which I did - I sent a photo of the cash register receipt.
Then when I went to look up the warranty status - same thing, it asked me to sign on with Apple ID and send in proof of purchase.
A couple days went buy and I got no replies so I called. What I ran into surprised me. The rep "Charles" told me "the problem is you have bought a used computer and we do not know the original purchase date. The best I can do is make it 90 days from the shipping date".
Well this feels pretty wrong. It eliminates my 90 day period of phone coverage, and clips about 7 months off my overall warranty... and it is arbitrary.
I honestly kind of like the computer - I want to update to Lion and buy applecare and live happily ever after.
But... the Apple people are dug in that they will not input the purchase date as Dec 23. Told me to ask Best Buy about it.
Best Buy was shocked that my purchase receipt was not sufficient and did not have a solution to offer.
I sent Charles an email asking him to escalate to his supervisor but I don't know if he will.
As it stands I will have to return a perfectly good computer to once again be wiped, discounted, and resold... and the poor guy who buys it is going to run into the same hassle.
Hi... welcome to the forum right... but what I want to know: is this standard Apple customer service practice? It seems they are badly undermining their retailer by acting this way.
I got the computer at a hefty discount about $1400 including tax. So I could just buy applecare, buy lion, accept the lost months of warranty, and move on.
But I'm so angry that Charles gets to make such a damaging decision - that he will assign a May purchase date on his whim instead of accepting my receipt.
Is this typical Apple customer service? Is Apple right to treat a Best Buy open box sale exactly the same as a craigslist or ebay or back alley private party used computer sale?