Preemptory note to those who pre-screen, a process that Apple says does NOT happen: This is a response to a situation identical to my own. If you choose to delete it:
Please provide me your name and how I may contact Apple to discuss pre-screening.
Good luck.
I have had my MacBook Pro for more than 7 years and have never had an issue with Apple until now. I recently wanted to upgrade my OS and started a "chat". The Apple representative interpreted my machine's specs and said Mountain Lion would work. He inserted a link to purchase the software and I did. Two days later I finally received the redeem code and attempted to install the software. In less than a minute I received a "software is incompatible with this machine". Assuming there is some mistake, I try again with the same result. Fast forward through the scheduled callback from Apple that never came at the promised time and required me to contact support again to arrange another callback. This time the call comes and I ask for a refund/exchange. The friendly voice of the caller asks if I had "redeemed the code?". Getting an "incompatible software" message and experiencing no change in my computers suggests "No" is the answer. She replies that the code has been "redeemed" and I can't get a refund. What? No software, software the Apple rep said would work, was ever installed. "Sorry." Sorry? Yes, Apple makes the mistake and can't issue a refund or exchange. Incredulous, I explain that I have already had 4 other "chats" totaling more than an hour. The caller volunteers to speak to a supervisor about the matter. Net result: sorry, no refund. I ask to speak with the supervisor directly and then begin a 53 minute conversation with her. Here are the salient points: 1) no refunds on "redeemed" codes for software because even though the software never downloaded from an Apple server "someone" could download that software in the future 2) no credit could be offered that would be subsequently used to purchase another (i.e., the "correct version") OS 3) I could get a credit to purchase "something else" but I would have to ask her to apply the credit 4) in theory I could purchase "something else" and then return it...but I would again have to get her approval to get a refund 5) I could make a new purchase of the "correct" software and simply "keep" the other version that was never downloaded/installed In the end, I paid another $21.24 for the "correct" version of the software and asked for expedited delivery of the redeem code since it was Apple that had caused this entire misadventure. Here it is 8 hours later and I still have yet to receive the "expedited" code. This entire episode with Apple has been a combination of "The Trial", "Catch 22", and the chicken salad sandwich scene from "Five Easy Pieces". I really want to believe that this is not representative of Apple but my recent experience suggests otherwise.
