order no 2********. I accidentally ordered 2. Need to return one but my sister in law will need to do as I am in the UK. It will not allow me to use the form? please help?

The person who's account was used to place the order is the only one that can ask for a refund. On the receipt is an invitation to report a problem. Report this as your problem. Do it quickly because you have a limited time to return goods 'no questions asked'.

I am having some difficulty in following the exact 'who did what and where' so be sure to set it out clearly in your report.

The receipt would have been transmitted to the person who's account was used to buy the goods.

Firstly, you are not talking to Apple here. This is a voluntary helpers scheme with no authority to do anything on Apple's behalf.

As for the situation; I'm sorry but I am quite lost. YOU should not be able to buy from the Apple store in Australia, even for delivery in Australia, unless you have an account with the Australian store, a permanent residential address there and a card backed by an Australian bank. So who wrote the order. On who's account.

Were you in Australia when the order was written. Did you use your sister's account. I'm not surprised that Apple support are having problems sorting this out.

However, I have contacted the UK Apple support and they have taken control of my laptop and seen the paperwork and tried to sort but it wouldn't allow us.

Has anyone heard of Apple using remote control on someone's mac? This is the first time that I heard of this? To the original poster, our you sure you were dealing with apple. There are a lot of scammers out there.

R

I was talking to Apple support this afternoon and Apple asked for permission to use screen sharing; the senior Apple Advisor used a red mouse pointer to move back and forth while asking me to launch/close/do whatever. She did not initiate any actions herself, but simply told me what she wanted me to do. We also had a chat window going at the same time. At one point, we lost phone connection because she wanted me to restart the Mac (and I was using Skype); as soon as I had logged back in, she was right there with the pointer and the chat window and we finished the session using the chat window. So, you could - I guess - call that taking control (to a point).

rccharles wrote:

Has anyone heard of Apple using remote control on someone's mac?

Yes, but it isn't actually remote control. Much like babowa described, an AppleCare agent will sometimes ask a user to download a special, good for one use only, app that allows the agent to see the user's screen & control a red pointer arrow on it. But the arrow is just a 'ghost' pointer -- it can't click on anything. I have done this several times. It works more or less like this:

The agent tells you to type a short web address (URL) into your browser. When you do that you get a page in the Apple domain with a link for the download. You download & run the app, which requires a validation code that the agent gives you. Enter that & after a brief delay, you get a notification asking for your permission for the named agent to see your screen. Allow that & the pointer shows up. Somewhere in the process you are advised to hide anything you do not want the agent to see.

The app has a builtin time limit -- 15 minutes or so after you quit it, the validation code no longer works & you would have to download a new copy to use it again. The time limit allows for restarting the app if you have to restart the Mac, but that doesn't always work so sometimes you have to download a fresh copy if that happens.

It is all very well thought out, the virtual equivalent of having someone look over your shoulder while you run the computer & allowing them to ask you to do things & to point to how to do it on the screen with the red arrow pointer. But they can't do anything else. The user is in total control at all times.

One last comment here:

You said you are in the UK but also said that you bought the items through Apple Australia. If that is the case, then that is most likely the root cause of your problem and there is nothing anyone here can do to help. Apple stores only work within the country you are situated in and your billing address is as well. So, it is quite astounding that you were able to do this unless you have several accounts set up in different countries.

In any case, the only possible solution is to go to your nearest Apple store with all of your paperwork and try to work it out in person.

Yes, that's more or less the conclusion I came to (post above). I'm wondering if the time factor will prevent a 'no quibble' return within the 14 days by the time it is sorted. Or do they stop counting on receipt of the first request.

I wouldn't even try to speculate in this case unless I was presented with all the paperwork/dates/facts. The standard return policy is 14 days from date of purchase.