[Bryanmc]

Here's the short story, what I'm cutting out is all the LONG times on hold, being passed between departments, etc.

I ordered a dual 2.0 G5 from the online store last Thursday with 2 day delivery. It was delivered on Monday morning.

I opened the box and the first thing I saw was that the case was damaged. Here are some pictures.





The short of it is, after spending literally all day on the phone with Apple they say exterior damage is not a valid reason for a return and all they can do is repair it.

This doesn't seem acceptable to me. I paid for a new, nice beautiful G5 and I don't want one that's been broken and fixed. Besides, whatever it took to do that damage could have done anything to the insides.

I've not powered it up or anything, I've put it back in the box while trying to get this taken care of.

So what would you do? I've been around and around and they won't exchange it.

I'm very sad.

[Boochie]

I agree with you that the situation is not acceptable. Presumably you used a credit card for this purchase? Have you discussed the situation with them? You could tell your credit card company that you refuse to pay the bill until Apple is willing to resolve the situation to your satisfaction.

[Pismo_User]

What this hell!
Really sorry for you!
Is the box broken too ? If the box is broken you can obtain something from the transport company.
If not, Apple must do something and change your machine!
Sorry but you have to contact a lawyer or an association of consummers!
It's not correct to sell something broken!
Keep courage!

[Luca Rescigno]

I'd send it in for a repair. It's not like they're going to bend the handle back. They will get a new handle and put it in place.

They are not going to give you a brand new G5 because a little piece of metal on it is broken. If they did that, they would have to replace the handle, then sell the old machine as a refurb, and give you a new one, putting them out a few hundred.

EDIT: If I misunderstood, please forgive me. It sounds like you want them to give you a brand new machine when they're willing to fix the handle. Is that what you mean, or are they saying they won't do anything about it? If it's the latter, than yes, they are wrong.

[Pismo_User]

With a handle broken like that, I'am not sure that there is no others troubles inside the machine...

[B_2]

Luca Rescigno your talking out of your backside if that was your G5 you would return it.

Who the hell wants to pay top dollar for something that is broken like Boochie says if you paid by credit card inform them.

Good Luck

B_2

[Luca Rescigno]

Hey, obviously I would want to return it and get it fixed! Settle down. What I'm saying is that it's just one broken piece, on the outside of the case, and if they were to replace that one handle, it would be as good as new.

You're misunderstanding me. The original poster said that he wants the machine exchanged for a brand new one rather than just getting a repair, and I said that a repair would probably be fine. No one is advocating just keeping the computer as it is. However, Pismo_User brings up a good point that some of the internal components could have been banged up a bit if the handle got dented. It didn't occur to me at first, so it may not have occurred to the people you talked to about it as well. I'd say, if you call Apple again, mention your concern that there could be problems and see if you can get them to check it out while it's in for repair. But if there's nothing wrong internally, and only the single dented handle on the outside, I don't see how getting a repair is not enough.

[B_2]

If you buy something which is new it should be new and have no damage to it, you have recieved something which is not as advertised.


Ask for a new one or your money back.

[ThisGuy]

That absolutely sucks and I would bitch bitch bitch until I was given what I paid for.

[videian28]

If the box has no damage and it was shipped this way I would post this on every apple message board you can think of, in time I bet apple will contact you lol, thats just incredibly unacceptable

[Randman]

I'd take it to an Apple store personally and demand a new one.

[Spliffdaddy]

^ what he said.

Let everyone see what Apple thinks is 'acceptable'.

That bent handle is essentially the entire righthand structure of the case. Fully half of the case needs replaced to correct the problem.

It isn't 'just a bent handle' - it's a clear sign the machine was dropped from, oh let's say, several feet off the ground.

It took a lot of force to break the rivets and bend 1/4" aluminum. I'd want a new machine - one that didn't have its internals subjected to 1,000 Gs of impact.

It would be less expensive for Apple to replace the machine, rather than waste many hours of labor repairing it.

PS, The hard drive is toast...sooner rather than later - I'll guarantee ya that. Take it from somebody that's dropped a few PCs.

[Chito]

That machine is clearly unacceptable and will never make you happy. Since Apple won't replace it you need to give it to me and buy another. I won't be completely happy either but I'll bear the pain for you brother......

[Luca Rescigno]

Ouch - just noticed now that the handle is actually part of the side of the case. My Quicksilver's handles are individual parts; I had forgotten that the G5's handles are integrated into the case and are not separate parts.

Yes. I take back what I said before in light of that... they should take that old one, give you a new one, and send the old one through the refurbishing process to make sure there's nothing wrong with the internal components. Maybe replace certain fragile parts like the hard drive even if they don't see any damage, just in case. So yes, definitely keep at it and make sure you let them know that it was damaged quite severely and that you're afraid the internal components are damaged. They, like I, may not have thought of that.

[Boochie]

While an experience like this is probably the exception rather than the norm, it's exactly this sort of thing that makes me nervous about buying expensive items on-line. You just never know what will show up on your doorstep. At least if you buy the thing at a physical Apple Store you can take it back there and bitch at the people who sold it to you.

[Big Mac]

I can empathize with your situation, byranmc. My DP 2.0 box was damaged slightly, but I don't think it damaged my wonderful G5. I would be absolutely livid if my G5 were damaged; it would be completely unacceptable. Now a low-level SOS-APPL support person told me he thought the Apple Store provided a ten day return policy, so that's worth checking out. If Apple doesn't want to give you a new replacement, you should take it up with your credit card company.

[polendo]

Originally posted by Pismo_User:
With a handle broken like that, I'am not sure that there is no others troubles inside the machine...

Exactly my thoughts. Who guarantees that issues wouldn't appear because of physical abuse.

If I used a credit card I would contest it. Get you money back and buy it from somewhere else.

[tooki]

There is no way that you should accept that machine. Apple insured it when they shipped it -- they could file a claim with the shipper for the damages caused, so they lose nothing, in fact, they might stand to gain.

If AppleCare can't get you a new machine, talk to Customer Relations (a separate division within Apple) and make your case, escalate it as needed, until you get the right answer.

tooki

[f1000]

I would never accept a repair on that. As someone else so eloquently put it, you paid for a flawless machine, not a broken one.

[kentuckyfried]

that's bizarre. I thought official policy is that they offer to either repair OR replace your unit (your choice) within the first 30 days.

I just got my replacement last night after getting one with a defective firewire port.

I feel your pain...nothing's worse than paying out $2k and then receiving something that's in sub-par condition from the very start.

Push the issue. No matter what it takes.


Doesn't look like the case "fractured", but it's definitely bent, not a good sign. Takes alot of force to do that.

If you have to, cite my case and that 30 day policy and demand a new machine. If you have to, bring in your CC company, I've always been able to depend on mine for resolving these sorts of issues.

Originally posted by Bryanmc:
Here's the short story, what I'm cutting out is all the LONG times on hold, being passed between departments, etc.

I ordered a dual 2.0 G5 from the online store last Thursday with 2 day delivery. It was delivered on Monday morning.

I opened the box and the first thing I saw was that the case was damaged. Here are some pictures.





The short of it is, after spending literally all day on the phone with Apple they say exterior damage is not a valid reason for a return and all they can do is repair it.

This doesn't seem acceptable to me. I paid for a new, nice beautiful G5 and I don't want one that's been broken and fixed. Besides, whatever it took to do that damage could have done anything to the insides.

I've not powered it up or anything, I've put it back in the box while trying to get this taken care of.

So what would you do? I've been around and around and they won't exchange it.

I'm very sad.

[Dale Sorel]

Originally posted by tooki:
Apple insured it when they shipped it -- they could file a claim with the shipper for the damages caused, so they lose nothing, in fact, they might stand to gain.

Yep... it sounds like you've been unlucky having to talk to a bunch of losers who don't know their job.

Apple owes you a *brand new* replacement machine, and a nice dinner IMO.

[Bryanmc]

Well, it's taken three days and God knows how many hours on the phone but they've finally agreed to exchange the system for a new one. It's been an insane process.

The first thing I did when I saw the unit was take it to a local Apple Store. They said that the online orders were totally different and they couldn't do anything. Sucks, but if that's the way it is then it's not that manager's fault.

A friend of mine (that's also a Kool Aid drinking Apple-addict) said he learned long ago to buy Apple but not buy from Apple. He too had a bad incident with their customer care.

I still feel comfortable buying from a real store, but I don't think I'll be buying from their online store ever again.

I do have to give a thanks to Ann in the customer relations department. She heard the story and made it right. If they had only done that from the beginning, the entire thing would be different. It took 3 days, but it's almost finally done.

I'll be sure to post pics of the new one I get.

[Bryanmc]

BTW, hi Dale!

You can read the full account over at Tivocommunity.com if you care.

[Boochie]

Glad to hear that the story has a happy ending! I was contemplating buying a machine online but I'm paranoid enough that after you're story I'll make the trip to NH to buy one tax-free at the retail store there!

[rhogue islander]

Glad to hear they came around. There is NO WAY you'd want to keep that machine after the jarring impact it received.

I bought my Dual 2.0 at the NH Apple store tax free with an edu discount.

Well worth the 1.5 hr drive.

[kentuckyfried]

As much as this sucks, it's the only way to get a BTO machine. Trying to swap out video cards and get the better 9600 card on the 1.8 G5 would be possible but troublesome and not cheap either.