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    Am I entitled to a refund on a faulty macbook?

    my macbook hard drive failed, and i bought it 12 weeks ago, called apple and they said im not entitles to a refund even though its faulty, and im not entitled to a replacement unless i have the fault 3 times in a row!?!?!?
    i have also bought the 3 year applecare warranty.
    its the 17inch macbook pro unibody if it makes any difference.
    i thought that electrical items come with a minimum one year warranty which entitles you to a refund if faulty?
    so am i right or just being too ambitious asking for a refund?
    think its pretty disgusting when ive paid nearly £2000...

    45 Comments

    Banned

    Short answer 'no'

    Original Poster

    how come?

    You are covered, I don't know who you spoke to but I hope you got their name so you can pass it on to their line manager.

    The fact you have applecare is a get out of jail free card with apple, but even thats besides the point.

    Can you be more specific though...when you say HDD Failed?

    Who did you call?

    What did you say, what did you ask for? Bit unsure why you want a refund?

    Banned

    Check here for advice on your rights consumerdirect.gov.uk/

    Original Poster

    i spoke firstly to technical support, because my computer often crashes and when i start it up sometimes it has the question mark, and also sometimes i gotta click on the hard drive in the centre of a grey screen for it to start up.
    then i scanned with techtool deluxe, and it came up with 'volume structure failed'.
    the guy said they only do refunds up to 3 months (got mine 3 months and one day ago lol)
    then he transferred me to after care customer support, the woman said that they couldn't do anything unless it was three faults in a row, and she said that the best they could offer was to point me in the direction of an apple store, nearest one 200 miles away, for a replaced hard drive.
    asked for a refund, because i don't want a laptop that ive paid £2k for and breaks within three months.
    will probably get one in future when they get rid of the teething problems of the new 17inch unibody ones.

    Banned

    dantheman3989;5442822

    how come?



    Mostly as you cannot return the goods in the condition they were sent to you. You have used the product. They are bound with applecare to provide you with a repair or replacement, but this generally comes down to the terms and conditions of the policy of applecare.

    I would telephone applecare back, be nice and calm in the way you speak to them. Ask for a replacement/repair what ever you want. Then ask if they will send a replacement whilst yours is being fixed (as you need it for your business) and also ask if they offer any compensation for the telephone calls and general inconvenience. Good luck :thumbsup:

    Original Poster

    ok will call them back up later, and ask for a replacement, and possibly some compensation for the inconvenience, may be cheeky and ask for a upgraded hard drive lol

    dunno why i always thought you could get a refund

    thanking you

    I don't think you have to accept a repair though - I'm sure you are within your rights to insist on a replacement.

    Original Poster

    thats what i thought.i wasnt rude or anything, totally calm etc.

    You wont get refund.

    However you may get a replacement,I had a similar problem I basically emailed steve jobs([email protected]apple.com seemed to work!)....it got passed to Apple Corporate relations who phoned me the same day,sent a replacement and gave me a 10% refund!

    Remember to be polite and to the point,do not go off on a rant


    Goood Luck

    Hmmm I do have to wonder why you want a refund straight off the bat rather than asking for a replacement or repair? Anyway....

    dantheman3989;5442886

    nearest one 200 miles away


    There are a ton of Apple approved service centres in or around your area. Search here: apple.com/uk/…or/, pick "Find Service". Pop it along to one of those see what they say :thumbsup:

    Original Poster

    boothy;5442952

    You wont get refund.However you may get a replacement,I had a similar … You wont get refund.However you may get a replacement,I had a similar problem I basically emailed steve jobs([email protected] seemed to work!)....it got passed to Apple Corporate relations who phoned me the same day,sent a replacement and gave me a 10% refund!Remember to be polite and to the point,do not go off on a rantGoood Luck



    thats a really good idea, the 10% refund would be sweet too
    you da man

    Original Poster

    megalomaniac;5442973

    Hmmm I do have to wonder why you want a refund straight off the bat … Hmmm I do have to wonder why you want a refund straight off the bat rather than asking for a replacement or repair? Anyway.... There are a ton of Apple approved service centres in or around your area. Search here: http://www.apple.com/uk/buy/locator/, pick "Find Service". Pop it along to one of those see what they say :thumbsup:



    they said they wouldnt give replacement either unless i had 3 faults.

    dantheman3989;5442990

    they said they wouldnt give replacement either unless i had 3 faults.



    standard practice & response

    Is this actually a hardware failure, if not then software/configuration is not covered under most warranties.

    If it is a hardware failure then you would be covered by all manufacturers warranties.

    Are you able to take a trip to the Apple Store in Meadowhall Sheffield?

    They are excellent in there

    Need to make an appointment first though

    Call 0800 039 1010 ask for customer services and explain how unhappy you are, they will forward you on to Technical eventually, but thats the way I would go.

    You were never gonna get a refund after 14 days, but replace or repair is a given providing you have not done anythign stupid like stuff a cheese toasty in your CD/DVD Drive.

    dantheman3989;5442990

    they said they wouldnt give replacement either unless i had 3 faults.



    What they mean is has this just happened once or has it happened a few times, if it's a recurring fault they will sort it. But from what you say they said it sounds like you've given them the impression you had a one off issue, a computer not booting once or twice is not an odd or rare thing to happen even when nothing is wrong with the hardware, software does funny things sometimes, you need to make it clear you have an actual recurring hardware fault rather than a one off glitch.

    Original Poster

    boothy;5443012

    Are you able to take a trip to the Apple Store in Meadowhall … Are you able to take a trip to the Apple Store in Meadowhall Sheffield?They are excellent in thereNeed to make an appointment first though



    i could do, but shouldnt have to travel and waste petrol when it is a confirmed hardware fault you know what i mean.
    i would have been happy if they had said, 'yea look, we can send you an immediate replacement'
    would have been ecstatic if they said 'yea we can see you bought another mac 2 years ago for a thousand pounds and never had a problem, so of course we will do our best to replace it sorry for the inconvenience etc' i can only wish that customer serivces are like that though :roll:

    Original Poster

    megalomaniac;5443040

    What they mean is has this just happened once or has it happened a few … What they mean is has this just happened once or has it happened a few times, if it's a recurring fault they will sort it. But from what you say they said it sounds like you've given them the impression you had a one off issue, a computer not booting once or twice is not an odd or rare thing to happen even when nothing is wrong with the hardware, software does funny things sometimes, you need to make it clear you have an actual recurring hardware fault rather than a one off glitch.



    i told them its been happening a fair few times, and she said its got to be REPAIRED three times before anything else.

    Original Poster

    thanks for all the replies

    dantheman3989;5443041

    i could do, but shouldnt have to travel and waste petrol when it is a … i could do, but shouldnt have to travel and waste petrol when it is a confirmed hardware fault you know what i mean.i would have been happy if they had said, 'yea look, we can send you an immediate replacement'would have been ecstatic if they said 'yea we can see you bought another mac 2 years ago for a thousand pounds and never had a problem, so of course we will do our best to replace it sorry for the inconvenience etc' i can only wish that customer serivces are like that though :roll:



    There is no confirmed fault, Techtool is not a pro diagnostic tool, I am sure they would like you to think that but it isn't.

    Stick your OSX disc in start up from the disc and run disk utility, verify and check permissions and repairs.

    Then give us a better idea, of what the fault, Apple will take you more seriously if you explain you have done this and give them the errors that are found.

    dantheman3989;5443050

    i told them its been happening a fair few times, and she said its got to … i told them its been happening a fair few times, and she said its got to be REPAIRED three times before anything else.



    That is not what you said, or at least not the impression you gave.

    So let me get this straight: they've offered to repair your machine presumably by replacing the HDD, but you want a whole new computer because of a Hard disk fault?......

    Now I understand. Perhaps you'd like a new car when your spark plugs need replacing too? :whistling:

    Original Poster

    megalomaniac;5443097

    That is not what you said, or at least not the impression you gave.So let … That is not what you said, or at least not the impression you gave.So let me get this straight: they've offered to repair your machine presumably by replacing the HDD, but you want a whole new computer because of a Hard disk fault?......Now I understand. Perhaps you'd like a new car when your spark plugs need replacing too? :whistling:



    thats pretty harsh, when you pay £2000 i think its totally fair to ask for a replacement...
    theres absolutely no reason to be rude and sarcastic

    Original Poster

    Celticsun;5443096

    There is no confirmed fault, Techtool is not a pro diagnostic tool, I am … There is no confirmed fault, Techtool is not a pro diagnostic tool, I am sure they would like you to think that but it isn't.Stick your OSX disc in start up from the disc and run disk utility, verify and check permissions and repairs. Then give us a better idea, of what the fault, Apple will take you more seriously if you explain you have done this and give them the errors that are found.



    thanks a lot for your help

    megalomaniac;5443097

    That is not what you said, or at least not the impression you gave.So let … That is not what you said, or at least not the impression you gave.So let me get this straight: they've offered to repair your machine presumably by replacing the HDD, but you want a whole new computer because of a Hard disk fault?......Now I understand. Perhaps you'd like a new car when your spark plugs need replacing too? :whistling:



    A bit harsh but I agree.

    If your hard disk has a hardware fault they will replace the hard disk with a new one - whats the problem with that?

    dantheman3989;5443140

    thats pretty harsh, when you pay £2000 i think its totally fair to ask … thats pretty harsh, when you pay £2000 i think its totally fair to ask for a replacement...theres absolutely no reason to be rude and sarcastic



    Didn't think I was rude, apologies if you saw it that way; just saying it as I see it. The one thing I can guarantee you with any computer is that at some point the HDD will fail. Some will last months, some years, some with the odd bad sector, some with catastrophic failures, but they will all fail eventually it's an unfortunate side effect of the way they work, even the top end ones. If Apple, or any other computer firm for that matter started dishing out replacement machines - or refunds - for every HDD failure prices would soar through the roof.

    Take it along to an Apple service centre, there's at least one I know of in Leeds, and they'll sort it. They usually turn stuff like that around same day.

    dantheman3989;5443041

    i could do, but shouldnt have to travel and waste petrol when it is a … i could do, but shouldnt have to travel and waste petrol when it is a confirmed hardware fault you know what i mean.i would have been happy if they had said, 'yea look, we can send you an immediate replacement'would have been ecstatic if they said 'yea we can see you bought another mac 2 years ago for a thousand pounds and never had a problem, so of course we will do our best to replace it sorry for the inconvenience etc' i can only wish that customer serivces are like that though :roll:



    They are at Dell.

    "Hi, my computer won't boot up. The harddisk's broken. It's not being recognised"
    "Oh, right. Sorry to hear that. Have you got a few minutes so we can run a few diagnostics on the system just to confirm that it is jsut the harddisk that's gone, and that we don't need to replace any other bits for you?"
    "Yeah, sure"
    "Okay, firstly, can you tell me if you've done any diags yourself?"
    "Yep, I ran the PSA test, that passed okay on everything apart from the harddrive. Did a two-way swap, the other drive works fine in this system, this system's drive fails in the other the same as it does in this one"
    "Ah, excellent. Thanks for doing that. Makes things so much easier. Okay, what I'll do then is I'll book a replacement drive for you now, and that should be out with you tomorrow between 9 and 5:30. Do you want an engineer to fit it, or are you okay?"
    "I'm fine doing it myself, ta"
    "Okay, then I'll just confirm the shopping details, and I'll have it sent out to you. ....."


    Which is why I wouldn't buy anything other than a Dell ever again. The support's just exceptional.

    dxx;5443300

    They are at Dell. "Hi, my computer won't boot up. The harddisk's broken. … They are at Dell. "Hi, my computer won't boot up. The harddisk's broken. It's not being recognised""Oh, right. Sorry to hear that. Have you got a few minutes so we can run a few diagnostics on the system just to confirm that it is jsut the harddisk that's gone, and that we don't need to replace any other bits for you?""Yeah, sure""Okay, firstly, can you tell me if you've done any diags yourself?""Yep, I ran the PSA test, that passed okay on everything apart from the harddrive. Did a two-way swap, the other drive works fine in this system, this system's drive fails in the other the same as it does in this one""Ah, excellent. Thanks for doing that. Makes things so much easier. Okay, what I'll do then is I'll book a replacement drive for you now, and that should be out with you tomorrow between 9 and 5:30. Do you want an engineer to fit it, or are you okay?""I'm fine doing it myself, ta""Okay, then I'll just confirm the shopping details, and I'll have it sent out to you. ....."Which is why I wouldn't buy anything other than a Dell ever again. The support's just exceptional.



    Please please please do not think that dell offer you good value unless you always extend your warranty or replace your computer every year, if you are out of warranty then expect to pay £200 for a £50 motherboard or other extorsionate amounts for other components.

    My heart drops when I get called out to a pc repair and it's a dell computer (it's rarely good news financially).

    Then again I suppose it's not much different to a mac (but they are so rare that it hardly ever crops up).

    dubdivision;5443425

    Please please please do not think that dell offer you good value unless … Please please please do not think that dell offer you good value unless you always extend your warranty or replace your computer every year, if you are out of warranty then expect to pay £200 for a £50 motherboard or other extorsionate amounts for other components.My heart drops when I get called out to a pc repair and it's a dell computer (it's rarely good news financially).Then again I suppose it's not much different to a mac (but they are so rare that it hardly ever crops up).



    DIY is the only way to fly on desktops, if you pick the right bits you can end up with a machine for less £ than the big shops with all the parts guaranteed for 3yrs+ at no extra cost :thumbsup:. Admittedly you have to build it yourself and deal direct with the component manufacturers rather than the likes of PC World, Dell etc. if something goes wrong, but the component manufacturers are often better support wise anyway.

    But anyway I digress we were talking about laptops :-)

    dubdivision;5443425

    Please please please do not think that dell offer you good value unless … Please please please do not think that dell offer you good value unless you always extend your warranty or replace your computer every year, if you are out of warranty then expect to pay £200 for a £50 motherboard or other extorsionate amounts for other components.My heart drops when I get called out to a pc repair and it's a dell computer (it's rarely good news financially).Then again I suppose it's not much different to a mac (but they are so rare that it hardly ever crops up).



    Dell do offer good value. And I challenge you to find any retailer of any hardware in the world, ever, that doesn't charge a premium for replacement parts for their gear. Random example? I could do with a new pick guard for my G&L S500. Mine's a tortoise shell type. Have a look at ]http//pi…tml to see how much the band E replacement is.

    My Dell laptop, I have a 4yr extended warranty on it. It's great. I simply don't have to care if I overclock it or knock it or plug a super-dodgy USB charger into it. Dell will be out tomorrow to fix it if anything goes wrong. Compare that to Apple, where you have to send your system off, or travel out to an Apple centre and book an appointment for someone to do their work on it. Apple spport is laughably bad compared to Dell's. And that's why Dell are great.

    dxx;5443630

    My Dell laptop, I have a 4yr extended warranty on it. It's great. I … My Dell laptop, I have a 4yr extended warranty on it. It's great. I simply don't have to care if I overclock it or knock it or plug a super-dodgy USB charger into it. Dell will be out tomorrow to fix it if anything goes wrong. Compare that to Apple, where you have to send your system off, or travel out to an Apple centre and book an appointment for someone to do their work on it. Apple spport is laughably bad compared to Dell's. And that's why Dell are great.



    Some fair points based on your personal experiences, but "Apple spport is laughably bad compared to Dell's" come-on they just take different approaches is all :thumbsup:, besides over recent years Apple consistently beat out Dell in customer satisfaction surveys, e.g. theacsi.org/ind…ers but they both do pretty well for the industry.......

    Personally I'd rather pop a faulty lappy into an Apple service centre on the way to work and pick it up on the way home than sit around waiting for a Dell techy to turn up on the doorstep, but that's just personal preference :thumbsup:

    dxx;5443300

    They are at Dell. "Hi, my computer won't boot up. The harddisk's broken. … They are at Dell. "Hi, my computer won't boot up. The harddisk's broken. It's not being recognised""Oh, right. Sorry to hear that. Have you got a few minutes so we can run a few diagnostics on the system just to confirm that it is jsut the harddisk that's gone, and that we don't need to replace any other bits for you?""Yeah, sure""Okay, firstly, can you tell me if you've done any diags yourself?""Yep, I ran the PSA test, that passed okay on everything apart from the harddrive. Did a two-way swap, the other drive works fine in this system, this system's drive fails in the other the same as it does in this one""Ah, excellent. Thanks for doing that. Makes things so much easier. Okay, what I'll do then is I'll book a replacement drive for you now, and that should be out with you tomorrow between 9 and 5:30. Do you want an engineer to fit it, or are you okay?""I'm fine doing it myself, ta""Okay, then I'll just confirm the shopping details, and I'll have it sent out to you. ....."Which is why I wouldn't buy anything other than a Dell ever again. The support's just exceptional.




    Personal experience is hardly a blanket recommendation, but if its what you believe.

    Friend ordered an XPS system, took 3 weeks to arrive should have been 5 days chased repeatedly, arrived plugged in set up.... graphics card failure, after 3hrs on a phone to a dell technician and trying to convince my friend it was his fault they said they would pick it up and diagnose it.

    In short took him a total of 2 months to get his machine that should have been with him in 5 days....and thats Dells higher spec machines and service.

    But hey as I say you can't take 1 experience and tar a company now can you?

    Celticsun;5443766

    Personal experience is hardly a blanket recommendation, but if its what … Personal experience is hardly a blanket recommendation, but if its what you believe.Friend ordered an XPS system, took 3 weeks to arrive should have been 5 days chased repeatedly, arrived plugged in set up.... graphics card failure, after 3hrs on a phone to a dell technician and trying to convince my friend it was his fault they said they would pick it up and diagnose it.In short took him a total of 2 months to get his machine that should have been with him in 5 days....and thats Dells higher spec machines and service.But hey as I say you can't take 1 experience and tar a company now can you?



    Not entirely one experience. More like a thousand, with some 995 of those experiences being the guy at the other end of the phone, who took a great deal of pride in providing the fastest, easiest, and most fuss-free service to the customer as possible. Not that I was alone in this - my team even made it to the rank of best support team in the entire company one month, and all the teams at my branch of Dell competed to get the best cust satisfaction scores possible. It's how we got free pizza for lunch on Fridays.

    There's always disaster cases. I'm still haunted by one hideous, hideous case myself, where a simple issue became an absolute atrocity. But overwhelmingly, my experiences from both sides have been extremely positive. I'd be curious to hear the details of your friend's case. Did he have the rubbishy Collect & Return warranty policy? What was the problem with it, and what did he try in the way of diags?

    dxx;5444025

    Not entirely one experience. More like a thousand, with some 995 of those … Not entirely one experience. More like a thousand, with some 995 of those experiences being the guy at the other end of the phone, who took a great deal of pride in providing the fastest, easiest, and most fuss-free service to the customer as possible. Not that I was alone in this - my team even made it to the rank of best support team in the entire company one month, and all the teams at my branch of Dell competed to get the best cust satisfaction scores possible. It's how we got free pizza for lunch on Fridays. There's always disaster cases. I'm still haunted by one hideous, hideous case myself, where a simple issue became an absolute atrocity. But overwhelmingly, my experiences from both sides have been extremely positive. I'd be curious to hear the details of your friend's case. Did he have the rubbishy Collect & Return warranty policy? What was the problem with it, and what did he try in the way of diags?



    Interesting, you work for Dell then? I wouldn't have admitted that on here, you'll be inundated with PM's whenever someone has a Dell issue and a lot of folks on here buy Dell :thumbsup:

    When you get a 'replacement' product for an in-warranty repair its generally a refurbished model anyway (a perfectly normal and allowed practice - think X-Box 360s). In the case of hard-drive failure, a normal and expected occurence, why would you want someone elses second-hand, repaired laptop, rather than just getting the hard-drive replaced in your own?

    megalomaniac;5443756

    Some fair points based on your personal experiences, but "Apple spport is … Some fair points based on your personal experiences, but "Apple spport is laughably bad compared to Dell's" come-on they just take different approaches is all :thumbsup:, besides over recent years Apple consistently beat out Dell in customer satisfaction surveys, e.g. http://www.theacsi.org/index.php?option=com_content&task=view&id=147&Itemid=155&i=Personal+Computers but they both do pretty well for the industry.......Personally I'd rather pop a faulty lappy into an Apple service centre on the way to work and pick it up on the way home than sit around waiting for a Dell techy to turn up on the doorstep, but that's just personal preference :thumbsup:



    Not entirely my personal experiences, as above.

    The survey doesn't really show anything. I'd wager that Apple gets a lot of its 10/10s from company fans with $3k systems, just because theyre fans of Apple and couldn't admit to making a $3k mistake in any case. Not many people do like admitting they made a mistake with any serious amount of cash. Dell, its audience tends to be a lot more of the mind that it's a Dell, it runs Windows, it runs whatever. People aren't really that interested in the style or the fashion of the Dell, because it's just a machine that does stuff. Nothing special to it. Not like the Apples.

    About the point about dropping the laptop off on the way into work, I suppose that's fair enough, if you have an Applestore nearby, and on the way into work. My nearest branch (which I queued up for the opening celebration of, drunkenly) is some 60 miles away, making the only realistic option for me the collect & return thing. And that's rubbish. Does Apple even send one of their own guys to pick the system up from you when you do that?



    Edit: By the way, if you ever get a chance to go to an Applestore Opening, definitely, definitely do it. Sure, you'll feel a bit weird standing in the queue, but the people at the Glasgow branch opening were a good laugh, we got free coffee brought out to us from the Starbucks across the road, and we all got a rapturous applause from the employees as we walked through the door. It's kinda mesmerising when you go from the cold Weegie streets into the beautiful brilliant whiteness of the Applestore. Total magic.

    megalomaniac;5444090

    Interesting, you work for Dell then? I wouldn't have admitted that on … Interesting, you work for Dell then? I wouldn't have admitted that on here, you'll be inundated with PM's whenever someone has a Dell issue and a lot of folks on here buy Dell :thumbsup:



    Used to. It's why I have the whole Dxx name thing. I just wanted something anonymous so that I could help folk here, and give away insider knowledge, all without the risk of getting myself sacked. 'Tis over a year since I left now. The special warranty tricks I learned during my time there still work though, as many of my friends have discovered... :whistling:

    dxx;5444169

    About the point about dropping the laptop off on the way into work, I … About the point about dropping the laptop off on the way into work, I suppose that's fair enough, if you have an Applestore nearby, and on the way into work. My nearest branch (which I queued up for the opening celebration of, drunkenly) is some 60 miles away, making the only realistic option for me the collect & return thing. And that's rubbish. Does Apple even send one of their own guys to pick the system up from you when you do that?



    No idea, never had to do it. Although I think you're confusing Apple stores and Apple service centres, there are very few Apple stores in the UK there are many service centres, e.g. 3 within 10miles of where I'm sat. Check that link I posted earlier I'll bet there's one closer to you than 60miles, unless you're in the Channel Islands or something?

    dxx;5444025

    Not entirely one experience. More like a thousand, with some 995 of those … Not entirely one experience. More like a thousand, with some 995 of those experiences being the guy at the other end of the phone, who took a great deal of pride in providing the fastest, easiest, and most fuss-free service to the customer as possible. Not that I was alone in this - my team even made it to the rank of best support team in the entire company one month, and all the teams at my branch of Dell competed to get the best cust satisfaction scores possible. It's how we got free pizza for lunch on Fridays. There's always disaster cases. I'm still haunted by one hideous, hideous case myself, where a simple issue became an absolute atrocity. But overwhelmingly, my experiences from both sides have been extremely positive. I'd be curious to hear the details of your friend's case. Did he have the rubbishy Collect & Return warranty policy? What was the problem with it, and what did he try in the way of diags?



    But overall you are slightly...ahem biased :whistling:
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