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How do i get refund on hardware recall i paid fir?

1166 Views 16 Replies Latest reply: Nov 23, 2013 4:53 PM by baltwo RSS
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rdmoore Level 1 Level 1 (0 points)
Currently Being Moderated
Oct 19, 2012 11:15 PM

I paid for the 1 TB Hard drive failure. I should get reimbursed the $250 they charged me 6 mos ago because there is now a recall on my exact failure. What is the best way to do this?

  • mende1 Level 10 Level 10 (89,490 points)
    Currently Being Moderated
    Oct 19, 2012 11:41 PM (in response to rdmoore)

    Call Apple to get the refund of the money > http://support.apple.com/kb/HE57

  • mulberry34 Level 1 Level 1 (0 points)
    Currently Being Moderated
    Oct 24, 2012 2:27 PM (in response to mende1)

    I have the same problem.  I wrote, and they agreed that I'm entitled to a refund - but now they are asking me to send all my bank information (account, routing, etc) via EMAIL, and I can't get anyone to either: take my information over the phone, simply credit the money to the card I used to pay for the repair, or issue me credit so I can go buy a new touch for my kid.....

  • Redlandsrunner Level 1 Level 1 (5 points)
    Currently Being Moderated
    Oct 27, 2012 11:38 AM (in response to mulberry34)

    I also contacted Apple about getting a refund, and they also sent me an e-mail asking me to forward my bank account/routing numbers back to them.  I am very uncomfortable sending this information to anyone, and  I cant' believe that Apple would want us to send confidential information via e-mail to an unknown recipient.

     

      This seem very un-Apple like, and sounds more like a "Nigerian scam" than something Apple would do.  I'm going to try to get them to send me a check instead, or credit my charge card.  Let us know if you get any response.

  • mulberry34 Level 1 Level 1 (0 points)

    I've been back and forth with a rep now for the last week.  He is trying to get my situation "escalated" so that I can get a response.  I have been approved for the refund, and he agrees that having to email banking information is insecure and just generally not a good idea (Steve Jobs was a Nigerian prince, perhaps?).  I forwarded a copy of my receipt and have asked that they refund the money to the card I paid with: he said he doesn't think they can do that.  Can they send me a check?  He doesn't think so.  How about a gift card, store credit or new ipod touch?  No deal there, either.  Wouldn't it be wise, Apple, to have figured out how to deal with this before you sent us all an email?  Why is it that I can't actually speak to someone from this mythical recall/reimbursement program?  I already have 3 hours on the phone into this - and while it will be worth it if/when I get my money back, it is just about the lousiest customer service experience ever.

  • MGBBob Level 1 Level 1 (0 points)

    I'm on hold right now, after being disconnected 5 times, with the same issue.  Like others above, I am approved for a rebate, but Apple wants me to send banking info to them via email and I am uncomfortable with that.  The disconnects were interesting.  The people who answer the phone at Apple Care did not appear to be aware of the 1TB HD rebate and my phone went dead after I asked to them to transfer me to the right place.  I finally ended up with someone who knew of the issue and here I sit.   

     

    I originally called them on 10/25 and received my e-mail approving the rebate today (10/29).  This info for anyone wondering how long it takes.

     

    OK.  I finally talked to a person named Gail.  She took the info over the phone and then sent me a follow-up email to confirm (no privacy act info in her email).  She indicated that the only way the $$ would flow would be an electronic transfer to a bank account.  No check, refund to the credit card, etc.

     

    All-in-all, I found this to be a really unpleasant exercise in customer relations (minus Gail of course) and hope that Apple takes notice.

     

    Cheers, Bob

  • rkaufmann87 Level 8 Level 8 (40,635 points)
    Currently Being Moderated
    Oct 29, 2012 1:40 PM (in response to MGBBob)

    That is because AppleCare isn't a finance unit, they're a tech support unit. You simply need to request to speak to Customer Relations which is more of a customer advocacy group. Get a case number when speaking to them so in the even you need to follow up you can refer to that and the next person you speak to can read the notes.

     

    Remember the key to be pleasant, persistent and patient. Also being highly organized will help, if you don't want to provide the information they need then getting what you want is going to be more and more difficult. Apple would not ask for information if they didn't need it, remember they are a multi-billion dollar organization and have a lot more to lose if they mishandle information than you probably every will. 

  • mulberry34 Level 1 Level 1 (0 points)
    Currently Being Moderated
    Oct 30, 2012 3:55 AM (in response to MGBBob)

    Bob, do you mean that Gail took your bank account information over the phone?  If so, can I have her number?  As I've said, I've been dealing with (very nice but unfortunately ineffective) customer service people for more than a week.  I've asked if he could take my information over the phone and he's been reluctant to do so! 

     

    @rkaufmann - I have no doubt that Apple needs my bank account information to wire me the money, and I'm quite sure that they don't intend to wipe out my account.  I have no problem providing them the necessary information: in a secure manner.  Email, as I'm sure you are aware, is not a secure way to transfer this kind of information - it can be intercepted or read by people other than the intended recipient.

     

    Please don't assume that because we are frustrated with the level of support for this issue that we have been anything but pleasant with the Apple representatives we've spoken to.  For me, I think they should have spent another day or two planning how they would respond to reimbursement requests before they sent the recall email. Obviously this program was not sufficiently organized at the outset.

  • MGBBob Level 1 Level 1 (0 points)

    Unfortunately, I do not have her direct number.  I did chat with her by email and she recommended that you contact Customer Relations as they are trained to help in this area.

  • Redlandsrunner Level 1 Level 1 (5 points)

    A recent update:  When I received the "send us your bank account number" e-mail from Apple,  I replied directly to the e-mail and said I didn't what to do a direct deposit, and I only wanted a paper check.  After a two week delay, I received another cryptic e-mail from Apple saying "Your refund is on it's way."  I assume that means they are sending me a check.  It says I have to wait four to six weeks for the refund.

     

    After reading the posts here, I contacted a well-known website that follows Apple products and events (name withheld.)  I told them about this strange account request from Apple, and I received a response from one of their journalists.  I'm wondering if some interest from the news media caused Apple to change their tune on this issue.

  • Redlandsrunner Level 1 Level 1 (5 points)

    It worked!  I received a refund check from Apple today.   Aparently all you have to do is reply to the original e-mail, and ask them to send a paper check.

  • zebber28 Level 1 Level 1 (0 points)
    Currently Being Moderated
    Dec 7, 2012 11:54 PM (in response to rdmoore)

    I ALSO got these crazy emails asking for my BANKING INFO and RECEIPT!  But shortly after I received the first email asking for it another one was sent saying the following:

     

    ******Dear Apple Customer,

     

    The prior communication you received from Apple stating the need for additional information was in error.

     

    We completed your refund for a hard drive replacement as part of the iMac 1TB Seagate Hard Drive Replacement Program.

     

    Refund Amount: $xxx

    Credit Memo Number: xxxxx

    Case ID: xxxxxxx

    Follow Up Number: xxxxx

     

    You will receive your refund in four-to-six weeks.**************

     

    I just want to make sure that this was not a scam and I wasnt the only one that received the email,  I finally did receive a "check" by mail.  Its hard to believe that they asked for this INFO, before I found this post a few minutes ago I talked to apple sales (because apple care is closed now) and she said at first "NO WAY they would ever ask for that info" and that I was to call apple care in the AM to follow up on it, but now I at least know it was them, BUT still can not believe they wanted this info?

  • Lisa_O Level 1 Level 1 (0 points)
    Currently Being Moderated
    Dec 29, 2012 3:08 PM (in response to rdmoore)

    My timeline so far:

    October 19, 2012:  Received email from Apple regarding recall on Seagate hard drive.  Hard drive died in May 2011.

    October 21, 2012:  Called Apple, explained that my hard drive already crashed in May 2011. Hard drive was replaced by a company that were certified with Apple products and luckily still had my invoice and receipt for credit card (I paid part cash and part credit card). Had a hard time figuring out my scanner (I thought scanner was working entire page but only gave a small square) but finally gave Apple an acceptable full page invoice. Representative told me I should hear from Refunds department within a few days and sent me a followup email with case number.

     

    October 27, 2012: I tried looking up the case number to find out what the progress was but it showed that it didn't recognize the case number. Contacted through their help site,  gave all information I could including last caser number given. Received email that I missed an appointment but don't remember the phone ringing that day (apparently the same day).

     

    November 5, 2012:  Called Apple again. Explained situation again to another representative.  Gave representative the same information I gave representative on October 21 (scanned invoice, register receipt for credit card).  Representative says I should have received a reply regarding refund by now and would look into the situation. Representative called me back and said it was on hold because they didn't have my address or email address. I know I gave the information when I registered the product (they at least had my email address I know because then I wouldn't have received the recall email) as well as I know I gave the information to the representatives). 

     

    November 6, 2012: Receive email from Refunds Department (finally).  Subject line now says missing receipt with follow up number.  In the body of the email it gave my Serial Product Number as well the original case case number (the one that I couldn't get to pull up).  I (yet again for the third time) submitted the scan of the invoice and the receipt.

     

    Also receive a survey on the representative I spoke to.  I don't think I filled it out because I wanted to see how long this would take and how well to my satisfaction.

     

    November 15, 2012:  Receive another email from Refunds Department. Again the subject line says missing receipt with a different followup number.  Email body still has my serial product number and original case number.  I again supply them with the scanned invoice and receipt along with a note that I have now answered both of their emails and asked what the problem was with the invoice or receipt I was supplying to an automatic email address and I was getting tired of the runaround.

     

    November 16, 2012:  Receive email from Refunds Department that the request is complete, with dollar amount, credit memo number, serial product number, case number and expect in four to six weeks.

     

    November 19, 2012:  Receive another email from Refunds Department; almost exactly like the one received November 16th.  Blew it off.

     

    December 21, 2012:  Receive email from Returned Checks Apple Department.  Something about a check being returned and want current mailing address.  The dollar amount of the refund has now gone up another $21 dollars from invoice amount.   I reply to the email with my mailing address.

     

    December 24, 2012:  Receive email from Returned Checks Apple Department thanking me for my address and that it will take three to four weeks to receive the check.

     

    Please note that when I started this the first time I was told six to eight weeks and expected my refund at least by Christmas.  No one said it would be a check or direct deposit but definitely said I couldn't use credit for a mini Ipad. I think the ending weeks for a refund is going to run at least twelve weeks. I hope it will be quicker and hope I have a check from Apple on Monday, December 31.

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