fandomsecrets | [ SECRET POST #3512 ]

[ SECRET POST #3512 ]

⌈ Secret Post #3512 ⌋

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Flat | Top-Level Comments Only

I am so pissed off right now I'm actually shaking.

So, I have a Skype job interview tomorrow. And of course, my power cord would choose the day before to die. So I made an appointment at the Apple store. I purchased the computer in September, 2014, and I received it in October, 2014. And I purchased the 3 year Apple Care protection plan, so it should have been covered.

However, at the store the computer was coming up in their system as purchased in May, 2013 for some reason. So the Genius Bar employee went to the back for a while to contact someone. She comes back and tells me that because I purchased the computer through my school's education discount program, the school somehow purchased the computer in May, 2013. Even though it was new when I got it and made to my specifications. Even though I purchased through the Apple website, just with the school's discount.

She insists that this means that the protection plan that I purchased in 2014 actually started in 2013. So my computer is no longer covered. So I payed for more than a year of a service plan that I couldn't use. I'm pretty sure that's illegal. And I'm also pretty sure she's wrong about the school purchasing my computer a year earlier.

But I'm not sure what to do. I had to go ahead and buy the new power cord because I need it for tomorrow. So I don't know who I contact or what my next steps should be. She insists that my school is to blame and I should contact them. But my school had nothing to do with the purchase other than allowing me to get a discount.

So I need help. What should I do?

WTF??? I would be livid!! Do you have the original receipt from Apple? I don't see how they could argue with that.

Yes, but she insisted they go by the serial number, not the receipt.

That's bullshit.

That's garbage. I'd still find the receipt and talk to someone above her about it, probably even bypass the store and call customer care or support.

I brought the receipt with me. So she had a physical copy in front of her.

Not to knock salespeople but some of them pull things out of their ass all the time and when you go over their heads, their supervisors are like "whaaaa? I have no idea where they got that from. Let's fix it." (Or the opposite, in which that's what salespeople were told to say just so higher-ups can look like heroes).

But honestly. If YOU paid for the 3-year warranty and it's on the same receipt as he computer, it should start from that date or they need to refund you for a year. And if they won't, get a lawyer and sue for the warranty you didn't receive, the frustration it's caused you and your legal fees. They'll probably settle.

I'm actually tempted to send them a physical letter or email or something (rather than calling) with my bar number and official looking signature since I'm a lawyer now.

I think the last thing you want to do here is make an aggressive move and make them feel threatened. They might just double down and call your bluff.

That's only a problem if its a bluff.

It's true. There's a lot of "I just want you to go away and not make me deal with a problem I don't immediately know how to fix, so I'm going to tell whatever will get you to leave, without bothering to check if it's true."

This. Warranty should start from data on the receipt. Go read them the riot act in a polite but firm manner!

The higher up the authority ladder you can go, the better, clearer answers you'll get.

This is also true. Never stop with a sales rep.

I would first call someone else at Apple and see if their system reports the same thing or if you can pound some sense into their stupid noggins. Be very insistent that you bought it in 2014.

I don't have advice but that is fucking absurd and almost surely illegal.

Talk to the manager or contact their support. IIRC Apple Care has a specific customer support section. Also check Apple's TOS concerning student discounts; I wouldn't put it past them to do it the way she says but I think then she'd cite the TOS and even show it to you.
And now that I think about it, Apple sends out an email when your Apple Care is about to expire. And you should have gotten an email from them when you purchased it that says the dates on it. But it's been years since I had Apple Care so maybe things have change.

She's probably just sticking to what she was told to do even if it makes no sense. Either she doesn't have the authority to override procedure or she's not very bright and can't see how it doesn't make sense for you to be charged for coverage on time that had already passed before you got the computer in your hands.

There must be another level of customer service you can contact. If she's not the store manager, find out when the manager is in and go back. Maybe call ahead and make an appointment or find out when a good time would be (manager is in, but store usually isn't busy).

Go online and see what other kind of customer service is available for Apple beyond the Apple stores.

Go online and see what other kind of customer service is available for Apple beyond the Apple stores.

I think part of Apple's business model is that there isn't any. You have to go through them. I could be wrong about this, and I'm sure there's some free, community-generated troubleshooting out there, but I doubt there are many resources for hardware outside the company itself.

If you don't like the answer the salesperson or call centre agent you're speaking with gives you: always ask for a manager. Even if they say one isn't available, say you want to speak with one. If you're on the phone, arrange a call back. If it's in person, ask when the manager will be available, and if they're not, then find out who the manager's manager is and ask to speak to them. Everyone has a manager, except for the president of the company...so don't let them intimidate you into shutting up or going away.

From what you've said it definitely sounds like she's wrong. Take it through the proper channels. Did you ask for her supervisor's name? If not, contact the store tomorrow and ask for the next level in the chain of command. If you happen to have any paperwork related to the purchase, or any receipts or online banking statements, dig them up. But even if you don't, continue to go after it. That's so frustrating and infuriatingly stupid but I think you should keep at it.

You should contact the school if that is where the problem is stemming from. If Apple can't help you, your school is your only other option, especially since it's their plan.

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[ SECRET POST #3512 ]

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