Apple shipped the wrong MacBook Pro, PLEASE DON'T EVER BUY REFURBISHED MACS

Question

Apple shipped the wrong MacBook Pro, PLEASE DON'T EVER BUY REFURBISHED MACS

I know some of you may read this and go "whaaaaa? I bought all of my macs from the refurbished store and never had an issue" well, I was one of those too. In fact, only 1 of the 8 Macs I have was bought on an Apple Store, the rest, all refurbished.

But this, this is ridiculous. I just spent an hour and 48 minutes trying to find a solution for what I'm about to share with you.

A few days ago I bought a 15' 3.06/256 SSD refurb MacBook Pro. The order totaled $ 2.941. Here's the receipt.

http://www.ttthings.com/gfx/Screen%20shot%202009-09-08%20at%209.24.16%20PM.png

So I got the white box, opened, everything was as expected, except when I go to the system profile, I found out the system had the WRONG hard drive, instead of the 256 SSD, it came with the infamous Seagate 500 7200RPM hard drive.

WHAAAAAAAA?

So I call them, asking for help, and this is where I'm at right now:

* They can't send me the MBP I bought (3.06/256ssd), because they don't have it on stock (at the refurb store)
* They can't give (3.06/500gb7200rpm) me a partial refund because they don't have the computer I currently have in my possession either, so they don't know what's the price tag on this computer, hence, they can't calculate the difference.
* On top of everything, they say "on their end" it shows the computer I got, IS in fact the computer I was supposed to have (the one with SSD), this coming from the Apple Store Refurb Representative, when we were in a conference call, the Apple Care Representative corrected his colleague saying "I already reviewed the information through the System profiler and you're wrong, he does not have the 256 SSD hard drive" So what, I am now a lier?
* The only solution the Apple Store supervisor suggested is (Get this) that I review the refurbished product listing daily until I found either the computer I was SUPPOSED to get OR the one that I have right now to a) call and request they send the one with the SSD or b) call and request a refund for the difference. Come on, I feel like I'm on candid camera here.

Does that sound reasonable to you guys? Any input will be appreciated.

I can't believe I'm going through all of this, I mean, it's not like I got it on ebay or craiglist.

Anyway, I'm sharing this so it doesn't happen the same thing to you. Stay away from the refurbished store, it's handled by a different division and they obviously can't even tell the difference between a Hard Drive and a SSD

MBP Unibody, Mac OS X (10.5.6)

Posted on Sep 8, 2009 6:36 PM

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Answer 1

Mac-Medic

Level 6

17,301 points

Sep 8, 2009 6:57 PM in response to juanmateixido

The only solution the Apple Store supervisor suggested is (Get this) that I review the refurbished product listing daily until I found either the computer I was SUPPOSED to get OR the one that I have right now to a) call and request they send the one with the SSD or b) call and request a refund for the difference. Come on, I feel like I'm on candid camera here. Does that sound reasonable to you guys?

That does not sound unreasonable to me. That's about what I would expect from Apple. See what they will give you for the difference and put your own SSD in there. Even if Apple does not give you the full cost to buy a SSD, you still have an extra 500GB drive you can sell or use as an external drive.

Dave M.
MacOSG Founder/Ambassador  An Apple User Group  iTunes: MacOSG Podcast
Macsimum News Associate Editor  Creator of 'Mac611 - Mobile Mac Support'

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Answer 2

eww

Level 9

53,052 points

Sep 8, 2009 7:25 PM in response to juanmateixido

Take it up with your credit card issuer if Apple won't refund the full price for a return of the incorrect computer.

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Answer 3

civicbud

Level 1

0 points

Sep 8, 2009 8:33 PM in response to eww

MacMedic you are incredible. The guy orders a $3,000 Mac, yet receives a machine that is not the one he ordered, and you think that they AREN'T being unreasonable?!?! Your logic is incredible! AND you suggest he ask for the difference, and if it isn't that much, to merely look on the bright side and purchase an after-market SSD?!?! How did the responsiblity get shifted over to the customer?! Bottom line, this person should receive what they paid for, regardless of whether or not it is a refurb or a new model!

Don't accept this MacBook by any means. If I were you, I would be working those phones and pressing for a reasonable solution. You did your part. They took your money, so you SHOULD RECEIVE THE GOODS THAT YOUR PURCHASED AND THAT YOU WERE PROMISED, VIA YOUR RECEIPT. If they do not come up with a reasonable solution, I would threaten them with a lawsuit. Just remember to keep that receipt.

-Bud

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Answer 4

Mac-Medic

Level 6

17,301 points

Sep 8, 2009 9:31 PM in response to civicbud

The guy orders a $3,000 Mac, yet receives a machine that is not the one he ordered, and you think that they AREN'T being unreasonable?!?!

Bud, what is with you? If he doesn't like the two options the guy offered him over the phone, all he has to do is ask for a refund AND HE WILL GET IT! I did, on a refurb I bought. It's not like Apple is trying to "stick it to him." It was an honest mistake. It happens. I hear stories all the time of people ordering refurbs and getting more--like a 500GB HD instead of a 250GB--than they ordered. If he would have ordered a model with a 250GB 7200RPM drive and he would have received a 250GB SSD, you think he would be here wining?

BTW...this is a support forum, not a complaint desk If you got a problem, call Apple Customer Relations.

1-800-SOS-APPL

Dave M.
MacOSG Founder/Ambassador  An Apple User Group  iTunes: MacOSG Podcast
Macsimum News Associate Editor  Creator of 'Mac611 - Mobile Mac Support'

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Answer 5

JoeyR

Level 6

8,305 points

Sep 9, 2009 8:18 AM in response to juanmateixido

+*I bought all of my macs from the refurbished store and never had an issue" well, I was one of those too. In fact, only 1 of the 8 Macs I have was bought on an Apple Store, the rest, all refurbished.*+
....
+*Stay away from the refurbished store, it's handled by a different division and they obviously can't even tell the difference between a Hard Drive and a SSD*+

I would agree with MM on this one. They can't refund the difference for pretty much the reason they mentioned. You can simply return it for a full refund. This stuff happens from time to time. You're not out anything and they're not trying to screw you over... they're simply doing what they can. It's odd that you should have all of this great experience with refurbs... per your first comment... then you basically tell everyone to stay away from them because you have a single problem out of what looks like quite a few positive experiences.

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Answer 6

STRTLRS

Level 1

4 points

Sep 28, 2009 12:06 PM in response to juanmateixido

I had similar issue recently. I went and bought a 17"/4GB/500GB/Antiglare Macbook Pro. If you go on the site, you will notice that all laptops look the same when they in fact are different in appearance. The antiglare 17" MPB have this disgusting silver frame around them which I did not expect when I got the machine. So I called and asked what was going on. It was partly my fault for not going to the store and doing my research first, and party Apple's fault for not having product photos representative of the actual items you're getting. So we agreed to ship the machine back and I ordered a replacement. This time a live person assured me that I would get the "black trimmed" display that I love and even gave me a discount of $150 for the inconvenience. A week later I get the new machine and guess what I got, the same thing with the silver frame. So I was basically in fumes and demanded an explanation. Turns out only the glossy screens have the nice black display, something the guy on the phone apparently didn't know. So I had to compromise and get the glossy and live with the glare. I later discovered a company makes antiglare film you can apply to the screen, so now I have the beautiful all-black display 'with' antiglare. The best of both worlds, so to speak.

So, when buying from the refurb store, keep these things in mind.

1. Products on the site are not always updated and can be different, so speak to a live person

2. Apple personnel over the phone are not as knowledgeable as the geniuses in the store

3. Go to the store and research what you want first

Though I had a somewhat bad experience, the folks at Apple were very flexible. I purchased three machines and returned two, all within 3 weeks, and it couldn't have gone more smoothly. They sent me emails with FedEx shipping labels so shipping them back was free, and I didn't get charged a restocking fee at any point. They also gave me a discount for the inconvenience, which a lot of companies will not do.

juanmateixido, I would ship it back and demand a replacement. You paid almost three grand for a 15' MPB (?) you should get what you want.

Good luck.

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Answer 7

Sep 28, 2009 12:32 PM in response to STRTLRS

If the computer was just received, why can't the OP simply return it for a full refund? Doesn't he have the same 14 days as the rest of us? I would be pretty ticked off if I paid for one thing and something else was delivered.

I would call your credit card company anyway and start a reversal/chargeback, as the item was not what you originally purchased. If Apple doesn't relent, you have this route as well.

Bryan

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Answer 8

Sep 28, 2009 3:52 PM in response to Furi0us.Bee

I suppose the OP's location (Paraguay) complicates things a bit.

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