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PeteinSA
17th June 2009, 10:49 PM
Hi all.

Until a couple of weeks ago I was a devoted Microsoft user who was always being told by my secretary and work colleagues to stop being such a one-eyed MS supporter and to switch to the brighter side of life and get a Mac.

I needed a new laptop that I could use for work but it needed to be user friendly so my wife could use it as well. I thought shelling out a $1000 premium over a similar spec'd Microsoft machine was worth it given ease of use, no viruses apparently, etc.

So a week or so ago I purchased a 15" MB Pro with 4GB RAM. So far I love it - works like a dream and very easy to make the switch for me.

Only one problem though which is the battery life. I cannot get more than 2.5 hours life. The website says 7 hours. When I went into the store (authorised re-seller who shall remain nameless for now) the sales guy espoused the greatness of the new long life battery, faster processor, etc.

I was sold on the new unibody looks and features and duly shelled out a little over $3k for the new beast with a hard case and RAM upgrade to 4GB. I have rung to complain about not getting even half the life (only doing lots of word processing and email so far).

When I rang and spoke to one of the boffins in the store I was told I purchased the "old" model, and that only the new model has the new battery. No I corrected him, I had the very latest. I said that I specifically wanted the new model, and was assured by their salesman that this was the latest and greatest offering by Apple, and that there was no new model coming out any time soon. There was an uncomfortable silence and the guy basically said bad luck.

I said to him its not as if I was desperate for the new laptop, and that if they had said in 5 days the new model arrives, and it is a few hundred dollars cheaper, it has a faster processor, more Ram and better graphics, don't you think I would have waited. Again, another uncomfortable silence.

So, over to you guys. What do I do? Love my new laptop, but its left a very sour taste in my mouth. Have a new baby coming in 5 weeks and need all the $ I can get.

Anything I can do? Given its only a week old, can I get it swapped for the "new" one I paid for?

Peter

mattydee
17th June 2009, 10:59 PM
Given its only a week old, can I get it swapped for the "new" one I paid for?

Peter
i have heard of people getting a new one if it was purchased within 14 days of the new one coming out - maybe someone else can help you find the place where you go to get the new one

decryption
17th June 2009, 10:59 PM
What is the specific date you purchased the laptop?

The new models, with 7 hours battery life, were released on the 9th of June.

mushroom
17th June 2009, 11:29 PM
Before the latest release, I think it was only the 17" Mac Book Pro that had the built in, longer-life battery. Sounds like the salesman might have been confused?

Apple has a 14 day return policy. I recently swapped a white macbook for the new 13" macbook pro after it was released a few days after I'd purchased. The Apple store explained that if I'd bought a model which had just been replaced, I could opt to take back the cash difference between the two. Instead I refunded and upgraded.

The person you spoke to on the phone should have mentioned the refund/ return policy if you were concerned about what you'd purchased.

kevinnugent
17th June 2009, 11:38 PM
I have a feeling PeteinSA may have dealt with a reseller? If that's the case, it'll be up to their generosity I'm afraid (or lack of it).

sanjay
18th June 2009, 12:42 AM
I have a feeling PeteinSA may have dealt with a reseller? If that's the case, it'll be up to their generosity I'm afraid (or lack of it).

well why not call apple directly.

why anyone would buy from a reseller if they didnt have to, im not sure. the apple online store is great, and when you buy using the apple online store, you can help mactalk (as well as get your hands on some juicy refurbs :D)

Huy
18th June 2009, 12:54 AM
When did you buy it exactly (date) and what is the exact model (or just tell us the specs and we can work it out)?

cosmichobo
18th June 2009, 12:56 AM
well why not call apple directly.

why anyone would buy from a reseller if they didnt have to, im not sure. the apple online store is great, and when you buy using the apple online store, you can help mactalk (as well as get your hands on some juicy refurbs :D)

Not everyone knows the store exists. Ask anyone but an Apple fan where to buy an Apple product, I'd bet they more likely would say from a store (which basically means - not the Apple stores that have only been around a short while in Oz), not from Apple's online store.

Why doesn't the 14 day return policy work through resellers?

Huy
18th June 2009, 12:58 AM
Bet the resellers will hit you with a 10% restocking fee.

Brains
18th June 2009, 01:54 AM
By law (and by that I mean the consumer law in SA), you can return the product (as long as you restore it to as close to 'factory' as possible) within 14 days of purcahse and claim it is unsuitable, and they can't say "No, buggeroff you bought it you're stuck", they have to take it back. They can, by law, charge you a restocking fee, and there's no way out of that if they stick you with it. If you want clarification, contact the Office of Consumer and Business Affairs (http://www.complaintline.com.au/consumeraffairs.html#anchor1504926) or pop by the office in Grenfell St (just down the road from the 'Node).

The sales-droid, if he worked at an Apple specialist (eg Next Byte), would have known about the new models coming -- updates to the pricelist were in reseller's hands one week prior. Either the droid was totally clueless and didn't know, or they knew and were just anxious to move what would soon become superceded stock.

ClockWork
18th June 2009, 05:14 AM
I believe it's called: The Sale of Un-merchandisable Goods - by Fair Tradings.

That's where you are sold something that is advertised to do something, that it does not do, and yes, by that law, they must take it back and either give you your cash back or give you the product that does do what they say it will do.

Click on your Apple menu (at far top-left) and scroll down to: About This Mac.

In the About This Mac window, under the large bold Mac OS X, you'll see in small grey text: Version 10.5.6 - or something of that nature.

Click once on that grey text and it shows you its Build number. Click again, and you'll see its Serial Number.

Copy this Serial Number down on a piece of paper.
Next, call Apple direct in Australia, on 133 622 with your invoice and that Serial Number in front of you, and talk to their Support Line.

They may be able to aid you in the best course of action.

damain
18th June 2009, 09:09 AM
to add to what Brains and ClockWork were saying - if they mislead you (on purpose or not), or sold you an item that didn't do what they said, you are entitled to a refund (even if it was just a verbal statement). This is for any product. I don't know the official name or wording, but check on the Australian Competition and Consumer commission website.

I had a similar (but different) problem with the Apple Store (online). Was having trouble dealing direct - no one cared - so I sent a letter to the Australian Competition and Consumer commission, whatever they did i don't know, but then apple was calling me to sort it out :-) .. got the item replaced.
It was painful and drawn out tho... but worth it in the end. Don't let them get away with it.

PeteinSA
18th June 2009, 10:06 AM
WOW! What a response

Thankyou for all the great ideas. I had no idea about this 14 day returns policy.

I called the store again today, and thankfully got on to the 1st guy I ever spoke to about the new laptop. He remembered me as "the guy that asked a hell of a lot of questions who was repeatedly asking about the longer battery life!" HOORAY he remembers!!! I said yep, thats me. And he remembered my heavily pregnant wife!

Anyway, I said the battery is buggered and he said hmmm, 2.5 hrs for a new MB Pro is shithouse. He suggested I bring it in and he'll take a look tonight. I think the penny will drop when he examines it.

I asked about the 14 day returns thing (put on a dumb bloke's voice) and he said thats not their policy!!!!!!

I'll give you an update later tonight when I take the machine in after work.

Thanks again for the heads up everyone!

Regards

Peter

kevinnugent
18th June 2009, 10:24 AM
Pack up the box and all the guts too, Pete.... in case they do the swap there and then. Don't get too aggressive - just be polite but insistant. :) Good luck.

PeteinSA
18th June 2009, 11:14 AM
My wife threw the box away in the recycling after she opened it :mad:

leon
18th June 2009, 11:50 AM
My wife threw the box away in the recycling after she opened it :mad:

That will probably be a problem.

PeteinSA
18th June 2009, 12:01 PM
That will probably be a problem.

Its a box! If they give me a new machine, they can keep the box from the new one!

decryption
18th June 2009, 12:01 PM
Without the box, I really doubt a reseller will give you a refund. They will however, replace the battery or fix the logic board or whatever the problem is, under warranty.

sanjay
18th June 2009, 12:15 PM
My wife threw the box away in the recycling after she opened it :mad:

youve just lost 15% of its value when the time comes to resell it.

god i hate it how women are like that... my girlfriend and mother are exactly the same...i built my own shed in the backyard to store all my product boxes now...over the course of 6 years of hobby trading, i know well the difference between reselling an item with and without a box.

and yes without the box you wont have a chance of getting a new one. they cant just use the box of the replacement as it has different specifications and a different serial number written on it.

next time:
1. consult mactalk before buying
2. buy from the apple online store when buying

i couldve sworn my mate who works at next byte (a reseller) told me that they adhere to the 14 day policy...what happens is they just get all the old models, either stock on the floor or customer returns, and ship them off to apple, who then puts them on the refurb site for all to enjoy :)

Huy
18th June 2009, 12:16 PM
Never throw anything away within the first 2 weeks.

Especially don't sell RAM etc if you've upgraded parts in a laptop. You might be needing them for returns/DOA...

bennettnz
18th June 2009, 12:21 PM
I feel bad for this guy does anybody have a box for him?

Huy
18th June 2009, 12:34 PM
You can't just use any MBP box.

The labels and serials must match up.

tonyberinson
18th June 2009, 12:46 PM
So what was the resolution Pete?

leoleakey
18th June 2009, 01:21 PM
no box, then another story

PeteinSA
18th June 2009, 01:21 PM
Ok, so we are agreed there is no box. My wife's Bad. But is just a box FFS!

Resale doesn't bother me - this one was to be a keeper, hence why I shelled out $1000 more than an equivalent Windows XP machine.

As for refund, I am not really interested in a refund. I want what I had agreed to get - the brand spanking new series of Mac-Book Pro's with the long life battery.

What it was agreed I would get and what I was given are two different things. The penny will drop at the store when I go tonight that they gave me a superceded machine, at which time I intend to tell them "not my problem".

The brand spanking new series have a faster processor, the SD slot and the long life battery plus god knows what other little tweaks.

Processor speed doesn't really worry me, its fast enough at 2.5 (? I think, it wasn't the 2.66 one which they wanted more $ for)

SD card slot - big deal, I have one of those USB multi-card readers

Long life battery - this is the clincher! 2.5 hrs vs 7 hours - a big difference to me and was the reason I chose a laptop. No point buying a laptop if I get bugger all use out of it or have to drag a power supply. I bought a clear hard case for it as I told the salesman I would be lugging it around, so he knew I needed to use it for long times out of the office.

If the new battery can be swapped out with the old one, I will gladly keep the current machine. If it can't lord knows what we do!

And yes, I should have consulted this forum before buying. But I didn't know that it was a must, and I did break the sales reps balls by asking a ton of questions. I thought I had done the right thing and asked all the right questions.

I'll update you all later tonight after I get back from the store. :sad:

Peter

leoleakey
18th June 2009, 01:27 PM
the new battery can not be swapped out with the old one, the new one is build-in battery and different shape

Huy
18th June 2009, 01:31 PM
Just ask for a new battery.

PeteinSA
18th June 2009, 01:47 PM
the new battery can not be swapped out with the old one, the new one is build-in battery and different shape

Ok, that settles it then. What do you guys suggest I ask them to do then???? :shocked:

leoleakey
18th June 2009, 01:53 PM
Ok, that settles it then. What do you guys suggest I ask them to do then???? :shocked:

i think the date you brought the MB is matters, if you brought after the update, then i think the reseller intend to sold the old model to you.
But no box, really nothing much you can do man

grfxninja
18th June 2009, 02:40 PM
Just a thought…
Have you "conditioned"** the battery by following the steps in the manual?

My battery life was utter crap before I did this (which reminds me its probably time to do it again…)

**Can't remember the exact wording for it, but you had to charge the battery, run it until it came up with the "going to sleep because of low battery" message, then charge it continuously for 5 hours. Or something like that…

Not sure if the newer batteries still need this though as I am talking about a 2yo MBP

Apologies if this made no sense to anyone, I m running on bugger all sleep today… I am sure someone else will be able to explain what I mean…

marc
18th June 2009, 02:57 PM
i think the date you brought the MB is matters, if you brought after the update, then i think the reseller intend to sold the old model to you.
I think that's the key too.

If it was bought before the update, then you're probably stuck with the laptop you have, but they will have to do what it takes to get it to where it should be, if there is an issue with the battery.

If you're buying ANYTHING from Apple in the future, this is the place to check: Mac Buyer's Guide: Know When to Buy Your Mac, iPod or iPhone (http://buyersguide.macrumors.com/)

It'll give you a very good indication of when new models might be due.

PeteinSA
18th June 2009, 03:03 PM
Bugger! Bit late now isn't it.

Oh well, I'll take my chances and see how I go tonight.

Like I said, extremely happy with the switch, awesome machine except the battery.

On the bright side, it was only a few hundred dollars extra, so I suppose I can live with that - painful lesson to learn though being a newbie to the world of Apple where its meant to be all rose coloured glasses...

marc
18th June 2009, 03:13 PM
where its meant to be all rose coloured glasses...
It is... but you have to be very careful what/when you buy :)

I'm sure you'll love OS X once you've spent even more time with it. Even though there's less Mac apps, I think you'll find they're of a higher quality too. Enjoy!

decryption
18th June 2009, 04:46 PM
What is the specific date you purchased it? That will determine your course of action. If the new models were out, and the reseller pushed an older one on you, stating it's the latest, then that's not cool at all.

But if it was the latest model at the time (the new ones weren't out yet) and the battery only lasts 2.5 hours, then it is faulty and should be repaired or replaced.

PeteinSA
18th June 2009, 04:50 PM
I went back and checked my dioary. Looks like I did the deal on 1 June 2009. Paid for and collected it on Wednesday 3 June 2009.

What does that mean? When did the "new" model come out? I went in to the store on 1 June becuase I saw advertsing of the "new" ones advertised (I think on the actual Apple site) with the longer lasting battery.

I didn't buy straight from Apple as I wanted to go in and have a play and have all my questions answered.

What do you make of the dates? Am I screwed?

Peter

PeteinSA
18th June 2009, 04:53 PM
Damn, counting back, if the 14 day policy exists, looks like I should have dropped the machine back yesterday at the latest as it was collected by my wife 2 wednesday's ago..... I have just been so busy with work I never got around to calling until yesterday...

bartron
18th June 2009, 04:57 PM
Well the new models came out only a week after you bought yours. You should have still been ok for the 14 day return. Unfortunately it's now the 18th and it's past the "you changed your mind" time. At the time the laptop was sold to you, it was indeed the latest and greatest.

2.5 hours is still pretty crappy. You should be getting more than that in a brand new machine.

PatrickH
18th June 2009, 04:58 PM
If you explain your situation to Apple staff (including the part about your wife) they should be able to help.

Also, from what I know from my friend at the Apple store, you can give back the machine (provided it is in good condition) and recieve the upgrade.

Scratch that, I was assuming he bought it from the Apple Store...

decryption
18th June 2009, 05:06 PM
The new models came out on the 9th of June (well, they weren't really available until the 10th, but they were announced on the 9th).

There was no hints as to the MacBooks being updated (it surprised me), so I don't think you were shafted at all, just a case of poor timing.

That said, 2.5 hours isn't normal for that laptop, you should be getting at least 3-4 hours. Take it to the shop, tell them the battery is stuffed and they'll be able to repair it (they won't exchange, refund or give you a DOA replacement - as it's been more than 14 days, they'll just repair it)

LedCop
18th June 2009, 09:34 PM
If you're a really heavy user 2.5 hours would be normal. I've tested it on my unibody MBP by looping a 1080p high def trailer and I got 2hrs 50mins of runtime. But Apple advertised it as having a 5 hour battery life!
This scenario is the same for the new ones too; the new ones have a claimed 7 hour battery life which is hardly an accurate real-world usage estimate. The same video playback test runs down a "7 hour MBP" flat in 3 hrs 51 mins, so roughly 1 hour more.
It's not that big a deal. Get a 2nd battery and you'll have more battery life than the new ones could ever give you. And you get some perks the new ones don't. Hope this offers some solace.

PeteinSA
18th June 2009, 11:39 PM
Well whose a happy chappy? Me.

Didn't get far with the Can I get a new one line, but it worth a try. The Manager claimed he had been inundated with people complaining about having bought machines only a few days before the upgrades were released. But he said they didn't know until the evening before when an email circulated to them. Doesn't matter, thats not the main issue for me, but apparently there is a ton of unhappy punters out there.

I raised the 14 days return policy you guys all hammered me on. He looked at me like I had just introduced him to running water - WTF is he on about he must have been thinking. So clearly they don't abide by this return policy, and behaved like it didn't exist. Would have been nice to have been told about it though.

We then got to the trouble at hand - shit battery life. It started at please pay a $100 non-refundable service fee to check the battery, and if indeed it is the battery, you'll get a new one for free from Apple but they won't refund the service fee. It would take minimum 1 week to look at, possibly longer, and no loan laptop to tide me over while they diagnose the problem over a day or two...

I said that was absolute crap, and piss poor customer service. I needed it sorted and needed it sorted now. What the hell am i to do with an underperforming machine for the next week or so, and then be completely without it for a day or two????? The answer to that was that I had unrealistic expectations as a customer!!!!!

The situation was dire, so I had to turn to the last resort - embarrassing the robot serving me by raising my voice and complaining in front of other prospective customers. It ended with me walking out with a new replacement battery with the shop dealing with the paperwork at their end. :D And no, I will not ever be setting foot in there again.

As for the battery, so far so good, I have charged it for a good 5 and a bit hours and it showed just over 5 hours time available. Fingers crossed the problem is solved me thinks.

Thankyou everyone for you input over the last 24hrs - certainly a roller coaster for me. I hope you are all looking forward to more stupid questions and predicaments from this new MS convert :cool:

And this is what I learnt today:-

Lesson 1 - in future buy EVERYTHING from the Apple Online Store

Lesson 2 - the box is important - keep the box!

Lesson 3 - unfortunately customer service aint the number 1 priority any more.

incanspyder
18th June 2009, 11:59 PM
Well whose a happy chappy? Me.

Didn't get far with the Can I get a new one line, but it worth a try. The Manager claimed he had been inundated with people complaining about having bought machines only a few days before the upgrades were released. But he said they didn't know until the evening before when an email circulated to them. Doesn't matter, thats not the main issue for me, but apparently there is a ton of unhappy punters out there.

I raised the 14 days return policy you guys all hammered me on. He looked at me like I had just introduced him to running water - WTF is he on about he must have been thinking. So clearly they don't abide by this return policy, and behaved like it didn't exist. Would have been nice to have been told about it though.

We then got to the trouble at hand - shit battery life. It started at please pay a $100 non-refundable service fee to check the battery, and if indeed it is the battery, you'll get a new one for free from Apple but they won't refund the service fee. It would take minimum 1 week to look at, possibly longer, and no loan laptop to tide me over while they diagnose the problem over a day or two...

I said that was absolute crap, and piss poor customer service. I needed it sorted and needed it sorted now. What the hell am i to do with an underperforming machine for the next week or so, and then be completely without it for a day or two????? The answer to that was that I had unrealistic expectations as a customer!!!!!

The situation was dire, so I had to turn to the last resort - embarrassing the robot serving me by raising my voice and complaining in front of other prospective customers. It ended with me walking out with a new replacement battery with the shop dealing with the paperwork at their end. :D And no, I will not ever be setting foot in there again.

As for the battery, so far so good, I have charged it for a good 5 and a bit hours and it showed just over 5 hours time available. Fingers crossed the problem is solved me thinks.

Thankyou everyone for you input over the last 24hrs - certainly a roller coaster for me. I hope you are all looking forward to more stupid questions and predicaments from this new MS convert :cool:

And this is what I learnt today:-

Lesson 1 - in future buy EVERYTHING from the Apple Online Store

Lesson 2 - the box is important - keep the box!

Lesson 3 - unfortunately customer service aint the number 1 priority any more.

I'm presuming validly you're from SA - so you're stuck in a the middle of a fucking shithole AND no Apple Store. For future reference in regards to warranty repairs et al, either walk into an Apple Store (an ACTUAL  store) or ring Apple on the 1300 number and arrange to have it couriered to them. Resellers are shit in that they take weeks to have a product repaired, whereas Apple will do it for FREE within the first year, AND return it to you in a matter of 3-4 days. Anything less than that and you do have unrealistic consumer expectations

PeteinSA
19th June 2009, 12:09 AM
Half right - the city aint so bad, kinda like it here...

Wish it rained a bit though - forgotten what a really good downpour sounds like

Maximage
19th June 2009, 12:23 AM
$100 to diagnose even if faulty? That is disgusting and quite probably illegal. Sure, if there was no fault found, but to charge it even if they sold you a dud, I am appalled. You have to name and shame!!

marc
19th June 2009, 12:59 AM
$100 to diagnose even if faulty? That is disgusting and quite probably illegal.
On a brand new purchase that's WELL within warranty? Yeah, certainly not right and very likely illegal. I'm surprised they tried that one.


You have to name and shame!!
Probably best not to. Don't want to get MacTalk in trouble :)

PeteinSA
19th June 2009, 11:58 AM
$100 to diagnose even if faulty? That is disgusting and quite probably illegal. Sure, if there was no fault found, but to charge it even if they sold you a dud, I am appalled. You have to name and shame!!

Yeah, They were so nice when I was in there aand they were very eager to make the sale. Even my wife said they were sweet as pie when we were asking questions the very first time. IIRC it was something like "Wow, these Apple people really are nice. Should have switched years ago".

Now they have the money, far out, don't expect to get any service! I was honestly disgusted when they said $100 to look at it. I though FU. Thats why I started raising my voice and acting like a dick. Its brand F*@cking new, and its F*@cked. Just fix it, don't give me that "You have unrealistic customer expectations" shit. Its not like I could have destroyed the battery in a few days.

Anyway, so far so good, new battery has done the trick. Bummed about just missing out on the brand spanking new model, but like I said earlier, I wouldn't really notice the upgrades.

Suffice to say, I will now be buying everything from Apple online.

So is it just me, or do I get the feeling everyone else hates re-sellers too. Are there re-sellers that sponsor this forum????

Peter

ClockWork
19th June 2009, 12:05 PM
Yep - there are, but the problem all boils down to "people" and further along the line, to their bosses.

If they have a hard arsed bastard of a boss, everyone will act like lil shits, and they have no option, else they get shafted out of their job.

I hath heard of retailers in Oz, where the boss actually docks the wages of each employee, if a certain number of bonuses are not met by the end of the month.

~Coxy
19th June 2009, 12:07 PM
I'm not really condoning the poor service from the reseller (they definitely should have been up to speed on the battery life of current models, and not confused the 15"/17" MBPs), but keep in mind that they are stuck between a rock (you/consumer protection law) and a hard place (Apple) on issues like this.

The margins on someone who buys a single Mac and no accessories are razor thin. Returns directly lose them that profit. Providing support directly loses the that profit. Custom service *cannot* be #1 priority except for very good customer who buy large orders.

lazydesi
19th June 2009, 12:13 PM
good to hear that your battery was replaced

bartron
19th June 2009, 12:28 PM
At least you have a model where you can buy a second battery and swap it out if you need more juice.

Good to hear you got the battery replaced too. It's under warranty and you either get what you paid for or you get it fixed for free.....that's what warranty is for.

PeteinSA
19th June 2009, 01:14 PM
The margins on someone who buys a single Mac and no accessories are razor thin. Returns directly lose them that profit. Providing support directly loses the that profit. Custom service *cannot* be #1 priority except for very good customer who buy large orders.

Err, I bought the laptop, bag, hard shell, 1TB drive, Logitech VX470 mouse, Apple-DVI cable and Office for Mac. I was also planning on buying some picture and video editing software in the new financial year so I could edit some honeymoon photos and car club stuff...

AND heres the clincher - My boss needs a new laptop for work, and his son needs an upgrade for school. Both have had a play with mine and love it (more converts to the dark side). Earlier this week my boss suggested we go to where I got mine and make inquiries about buying a further two.

Thankfully this week was such a bastard week where neither of us had time to scratch ourselves. Result? There will now be two new MacBook Pro 15" notebooks and accessories, plus some video editing software (I will check the forum to see whats good :tongue:) being purchased directly from the Apple website next week. So the reseller can suck on that - just did themselves out of at least $7,000.00 worth of sales ;)

Peter

supermariobothers
19th June 2009, 01:15 PM
Custom service *cannot* be #1 priority except for very good customer who buy large orders

why would anyone spend over $3000 at a retailer where this was the case? Why would a consumer give a shit about the resellers profit margins, if he can't even get his defective unit 'looked at' for free - or the replacement part installed for free under warranty?

It sounds like the battery issue escalated because the seller, just didn't put the effort in customer service wise. 'morally' (if morals apply in retail) the reseller should have organised the inspection and repair through apple under apple, instead of putting the onus on Pete to chase it up????

They should feel guilty, and they should be named and shamed, not slanderously, so that no-one I (or we) know recieves that same retarded level of service.

Defective battery - not their fault. Asking for that $100 - someone working there, be it the staff member, manager, owner - is an asshole.

bennettnz
19th June 2009, 01:22 PM
I would write your sad story up and send it to apple who probably don't really care but I think it would be interesting if you got a response. You certainly got shafted and I haven't read a case like this for a while. That reseller is to be avoided I think they should be named or at least give readers a hint and we can work it out for ourselves...

ClockWork
19th June 2009, 01:25 PM
Or perhaps send to Macworld Magazine (http://www.macworld.com.au/magazine)...

PeteinSA
19th June 2009, 01:33 PM
What, you mean I am the only one who has been treated like this? Maybe it is just a once off then and not indicative of teh re-seller culture?

kevinnugent
19th June 2009, 01:44 PM
It depends, Pete. I think we've all probably got stories about various resellers of all sorts of stuff.... not just Apple. Although, a chain of Apple resellers (who shall remain nameless) always had a bad rep for customer service where I'm from. At least that's what I'd heard.

I'd say in your case you did the right thing, got the result that was fair and will get to shove the consequences up their collective noses. :)

I will say though, that you should definately go to an Apple Store one day and experience the joy that is unparalled customer service. It's un-nerving!! ;)

bartron
19th June 2009, 01:45 PM
What, you mean I am the only one who has been treated like this? Maybe it is just a once off then and not indicative of teh re-seller culture?

Not really. Some resellers are asshats but that's because some people are asshats.

The problem is that when they sell you a mac, they keep a bit and the rest goes to Apple. When Apple sell you a mac they keep the lot. When it comes time to look at the Mac for repair the reseller quite often charges a fee just to look at it, however if the machine is under warranty then even the reseller should be looking at it for free as the cost of service is charged back to Apple. I've never been charged for an in-warranty service.

To me it sounds like this particular reseller is feeling the pinch and is trying anything he thinks he can get away with.

MrJesseRoss
19th June 2009, 01:59 PM
Not all resellers are jerks. There's plenty of good ones. It would be doing a disservice to the good ones to judge them based on one bad experience at one particular store.

I've not had a problem with Next Byte in Adelaide or the Mac Center in Norwood. I've made various purchases at both, ranging from iMacs and iPods down to games, laptop bags, headphones and firewire cables. The staff I've dealt with have been helpful and knowledgeable.

It's a pity that you were on the receiving end of bad service. It doesn't do that reseller any good when they upset and anger a customer, because, well, as is evident by this thread, they'll tell others. You should write a formal letter to their head office, because that's the only way they'll know about your poor experience. Hopefully they'll do something to rectify it.

Maximage
19th June 2009, 02:33 PM
Further thought, maybe the fee was not so much to look at it, but more a "drop tools" to look at it right there and then and thus bypass the normal service queue. I have heard of some places offereing to do that type of stuff but they have to pay overtime to their service guys to work back so the rest of teh queue that was ahead of you don't suffer. That said, given the machine was only a few days old, I still think that scenario is pretty poor.

PeteinSA
19th June 2009, 03:04 PM
Points taken people. Once again, thankyou for the input and insight.

May have got off to a bad start, but the future is looking good.

Peter

Darwiniandude
21st June 2009, 07:07 PM
Peter, one thing to bear in mind is that there are authorised service/warranty centres in Adelaide, Nextbyte and Mac Alert and possibly others. It doesn't matter where you bought the machine (online, or from any reseller) it can be fixed by any authorised service centre. The thing is though, that they'll often say they can't look at it for a week, unless you pay a priority 'que-jumping' fee.

I've had a number of macs since 2006 when i ditched PC's... and on two occasions have had ones with issues from new.

The first was an iMac in 2006 which would occasionally (like once every two weeks or so) fail to power on. Because the 14 days was passed although I had noticed it because it was intermittent there wasn't much I could do but get a reseller to look at it. I took it to an adelaide service center, they swapped the motherboard twice on two occasions, no dice. I ended up taking the machine to a different service center and they swapped the power supply, must faster, and all was well.

Then i got a 24" iMac in 07 i think with a faster video card, and it kept locking up in games in windows. I called apple, as i noticed it on day two. They asked me questions, gave me a case number, walked me through a few things to try. It seemed ok but the next day did the same thing. I called them up, and they sent out a con note and i stuck it to the box (i kept the box) and they collected it via courier... they couldn't swap it like normal because it was a custom ordered build that i'd done. Anyway, a week later i had a brand new machine and all was well.

I'd go from the online store next time, it's super fast.

PeteinSA
22nd June 2009, 11:31 AM
Thanks for that.

Wish I'd known about the bonuses of buying it direct from Apple initially.

In any event, ordered my bosses new MacBook Pro just now - delivery expected on 26 June. Will order one for his kid 1st of next month....

Peter