Pat
12-07-2007, 02:45 PM
My lovely, but tenacious wife, Patricia, purchased a "My i-pod Phone" made by Apple but marketed by AT&T at our local AT&T outlet. The store salesperson would not activate the phone nor would the store sell insurance against damage nor would they open the box for inspection until payment was made.
She brought it home and gift wrapped it. A few weeks later she presented the gift to our soldier only to be horrified that the phone inside the box was smashed. The box did not exhibit any distress and the box was never opened, just sat on our kitchen counter.
I relate this story as a warning to those who deal with electronic outlet stores.
After returning home we asked the retail store for a replacement but was told that they do not replace or service Apple products and we would have to deal with them. Apple, in turn, said that their products are never damaged in shipment and they would not replace the phone. It was our fault that the phone was damaged.
The wife, employing negotiating skills, that arguably could bring peace to the middle east, convinced Apple to accept the phone and associated packaging and determine if it was damaged in shipment. They sent a special box and within two days sent it back saying that it was the customer (us) who for any number of reasons, listed in the cover letter, that caused the damage.
Back on the phone to Apple, Patricia, not accepting their desultory analysis convinced the second Apple phone representative to replace the product.
Apparantly Apple's policy is not to honor replacement claims due to shipping damage. Although the Apple representative was cordial his script forbade him to replace products.
They are again sending a special box, let's see if they replace the product. This item costs $350.00.
I inspected the container box and it's obvious that the phone can easily be smashed. The phone is adequately protected on the bottom and sides but not the top. The phone itself is actually pressed against the box top with no packing material of any sort. Any significant pressure on the top of the box such as stacking can break the phone.
Let the buyer beware.
She brought it home and gift wrapped it. A few weeks later she presented the gift to our soldier only to be horrified that the phone inside the box was smashed. The box did not exhibit any distress and the box was never opened, just sat on our kitchen counter.
I relate this story as a warning to those who deal with electronic outlet stores.
After returning home we asked the retail store for a replacement but was told that they do not replace or service Apple products and we would have to deal with them. Apple, in turn, said that their products are never damaged in shipment and they would not replace the phone. It was our fault that the phone was damaged.
The wife, employing negotiating skills, that arguably could bring peace to the middle east, convinced Apple to accept the phone and associated packaging and determine if it was damaged in shipment. They sent a special box and within two days sent it back saying that it was the customer (us) who for any number of reasons, listed in the cover letter, that caused the damage.
Back on the phone to Apple, Patricia, not accepting their desultory analysis convinced the second Apple phone representative to replace the product.
Apparantly Apple's policy is not to honor replacement claims due to shipping damage. Although the Apple representative was cordial his script forbade him to replace products.
They are again sending a special box, let's see if they replace the product. This item costs $350.00.
I inspected the container box and it's obvious that the phone can easily be smashed. The phone is adequately protected on the bottom and sides but not the top. The phone itself is actually pressed against the box top with no packing material of any sort. Any significant pressure on the top of the box such as stacking can break the phone.
Let the buyer beware.