[DEMUG] jumping thru Apple's hoops for warranty repair

[Michele Stapleton]

On Dec 18, 2007, at 3:53 PM, Adam Bewsey wrote:

> Respectfully, you, and in most cases myself as well, are the
> exceptions to the rule :-)  Your method actually has the potential to
> increase Apple's cost, should anything be damaged during the shipping
> process, because you provided the box.

I'm sorry. You must have not understood that the "box" I am providing  
is the original shipping container in which the monitor came to me  
when I bought it. The originally Apple logo box for that item.  If it  
was good enough originally, why is it not good enough now? I saved  
all the parts.


> Not to say you wouldn't pack
> it perfectly

No matter which box I use, I pack it, so I don't get your point here.


> as would I. Most people wouldn't. Who would want the
> hassle when you know you have Applecare. Again, via contractual
> arrangements with Apple's designated shipper, the specially designed
> boxes for every Apple product, streamlines operations for the
> shipper, as well as the repair facility, and puts all responsibility
> in Apple's hands once that package is received by the shipper. This
> is what you get when you purchase AppleCare.

I didn't purchase Applecare, but even if I had we're still talking  
about using the box specially designed for Apple products,i.e., the  
original box. If it's good enough to ship items east, it's good  
enough to ship items going west.

Under the uniform commercial code (a framework of laws that are  
universal nationwide to avoid a patchwork of inconsistent laws from  
state to state), whoever picks the method of shipping is responsible  
for whatever happens while the item is in transit. If Apple picks the  
shipper, they are responsible for the item from the time it leaves my  
hands. If I pick the shipper, I'm responsible for anything that  
happens until the shipper puts the item in Apple's hands.  I was  
totally willing to accept the risk and pay extra to purchase  
insurance to cover the risk so I could get the process started today  
instead of waiting until after Christmas.


>
>   It is good to warn others not to try and circumvent the tried and
> true process.

Boy, that's a really loaded statement for someone who professes not  
want to start a flame war.


> Why would anyone go to all the trouble you have when
> you spent the money already for the service Apple provides.

Again. You miss the pivotal issue here. Getting the monitor into the  
repair process today instead of waiting over a week (when I get back  
and open the office again after the holidays) is the issue. My office  
closed this afternoon for the holidays and won't open again until  
after Christmas, so if I had to wait  for their box it would mean an  
eight day delay before the monitor could start the repair process.

Next time you have a piece of equipment act up, set it aside for  
eight days before you send it in for repair and maybe then you'll  
understand my point.


> In most
> cases buying AppleCare is "gravy" for the company, & the shareholders
> love it!!!!

Finally, something I can agree with. That is exactly why I didn't buy  
Applecare. This is an original warranty claim. But really, another  
red herring by you.


> I would be surprised if the packaging and shipping both
> directions even came close to $20.00, based on multi million dollar
> contracted shipping agreements.
Okay, even if it's only $20, that's $20 they save and I pay.


>   I suspect the cardboard is recycled,
> as to the tree worries. No other company does "packaging" as well as
> Apple. :-)

Exactly. Their original packaging is awesome.

> I'm just suggesting you try it their way next time. It's
> very impressive.
Next time I'll know that there are hoops to jump through and I'll  
know to leave extra time for them to get my their mythical better  
box. Now I can go down in my cellar and throw away the boxes I saved  
when I bought all my other Mac products.

>
> We should leave the issue here now.
That sounds great.  I won't post any more if you won't.


> I have the greatest respect for
> you and the DEMUG forum members and do not wish to start a flame war
Pretty disingenuous in light of the rest of the post.

>
> of any sort. I'm sure there are many participants here that will
> empathize with you. I just think you dug in your heels on this one
> for no reason,

You keep missing the part about "I want to get the computer repaired  
while my business is closed and if I wait for a box, the box won't  
get here until after I open again, which is eight days." My office  
closed for Christmas this afternoon. It won't reopen until After  
Christmas. If they sent the box tomorrow, it would be too late. It  
would sit and wait until after Christmas.

No one has yet to articulate a compelling reason why it's so awful  
for the customer to initiate the shipping process. When I have a  
camera break,  Nikon doesn't say "wait, we have to send you the box  
and the airbill." LaCie didn't do this when their hard drive bit the  
dust. While I agree that Apple's process is nice when you have a  
couple of days to sit and wait for a box, what happens if you are  
talking about an essential piece of equipment that impacts the  
productivity of your business every day it is out of commission?  
Making a customer wait a couple of days or a couple of weeks to ship  
the item in is very anti-customer.

I kept asking "why do we have to do it this way and all I got was "we  
have always done it this way, this is our policy, we are doing this  
for your benefit." It certainly not to my benefit to wait over a week  
to get the monitor into the repair pipeline.

I never got one tangible reason why my using FedEx to ship the  
monitor on my own was bad.

I am a small business owner. I've learned a lot by listening to my  
client's complaints or suggestions of better ways to do things. I've  
changed lots of things based on customer input. The customer isn't  
always right, but they often can give you some valuable feedback.    
YOu can learn things by listening to your customer. Or, you can think  
you know better, be totally inflexible and really pi$$ off your  
customers.



> dispensing an unwarranted "warning".
>
> I did really appreciate the "warning" regarding QuickBooks however :-)

Michele

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Michele Stapleton, photographer
BRUNSWICK, MAINE
http://www.MicheleStapleton.com
http://www.MaineWeddingPhotographer.com/
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