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

[James Baranski]

>

Actually I'm with Michele on this one.  Flexibility is a good thing,  
and while Apple normally Apple is plenty flexible, their shipping is  
not..  I've actually run into problem before, where
I've had the original high quality packaging to send the product  
back, but Apple insisted on
send me a new box.  They *should* be able to say, 'ok, here's the  
airbill to ship it out through
our shipping vendor', instead of having to wait for a new box to be  
delivered.  The argument
that the packaging, or my packing is totally bogus.

It wasn't such a big deal for me, or as frustrating as it must have  
been for Michele.  But I'm sure that Apple contract with the shipping  
vendor (DHL?) mandates 'thou shalt use our service for
*ALL* (repair) shipping!'.  Still, there no *need* to send a new box  
when I've got a perfectly
good box.  I've even had an identical 'repair shipping' box, and been  
told, 'no, you have to
wait until we send you a box identical to the one you already have'!

Roy did have a good point though about not using identifying boxes.   
I hate sending computer
equipment through the mail in Apple boxes boldly proclaiming STEAL  
ME! :-}  I've done it, and never had anything stolen.  But I have  
thought about spray painting the box black, or white, etc.


Merry Christmas to all, I hope Santa leaves you lots of Apple-stuff  
under your tree!  I'm quite
hopefull that Santa (or a reasonable facsimile, in a sled pulled by  
two large dogs instead of eight tiny reindeer :-)) will help some  
'big aluminum' to appear under my tree!!!!!!!!!!!!!!!!!!!!!!!!

Jim.



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