ShotgunSteven
Lifer
I purchased an iPhone a couple of weeks ago. It has some problems with it, and I decided that rather than return it for repair or exchange it, I wanted to return it and get my money back. It meant I would have to pay a restocking fee since it was opened, but I didn't want to deal with the damned thing anymore. They told me at the time I purchased it that there was a fourteen day return window for any reason, even if I decided I just didn't like it. This is also stated in the paperwork.
I took it back to the store within the fourteen day limit. I was told that they couldn't give me a refund at the time due to there being no manager there, and they weren't sure how to issue a refund when I had paid with a cheque against my credit card. They said I shouldn't have even been able to pay for it in this manner, yet when I paid they checked with a manager and the manager specifically said it was OK.
This was on Friday. They said there would be no managers in on Saturday either, so they would call me on Monday and have me come in. Monday was outside the fourteen day limit, but I figured there wouldn't be any problems since I had made contact with them over the issue within the fourteen day window.
On Monday, I didn't get any calls from them. I went back to the store anyway. I talked to one of the CSR's and explained the issue. She claimed they had tried to call me three times that morning. I was home all morning, yet somehow I missed all three calls. She said both managers had just gone home for the evening.
I told her I wanted to return it. If there is a refund to be issued for something purchased with a regular cheque, ten days have to have passed. Cheque-clearance issues and such. I know the cheque had cleared with my credit card company, so I figured there would be no problem. Instead, they tell me I cannot return the phone to them, I have to return it to Apple, even if I just want a refund. I told them their paperwork said nothing about that, and they hadn't mentioned that when I purchased it. I said if I was going to return it, I was going to return it to the point of sale as they had originally stated.
This flustered the girl, and she ran off to consult with someone. Lo and behold, despite both managers having left earlier to go home, it turns out one was still there. They were just hiding in the back of the store. :roll: He said that returns on the iPhone, even returning to get a refund, have to go through Apple. He said that was how previous customers that returned the iPhone for a refund had to do it.
I left the store and called my credit card company. I explained what was going on to them, and told them the story up to that point. I just wanted to get it on their records before any more time passed. They put me in touch with their Dispute Department, and sent out the paperwork for me to fill out. They're just waiting for me to see if I can resolve this through regular channels before they lay the smack down.
I called Apple, got a case number, and was told they would contact me in the morning once they were able to get someone higher-up from AT&T on the phone. Apple called me back this morning as promised, and said the store manager was full of shit, that returns for refunds do NOT go to Apple. The person I talked to there gave me his contact information so I could refer anyone from the cell phone company or AT&T to him to clarify.
At this point, I have now been lied to at least twice. Once when I was told there were no managers around, and once when told that returns for refunds went to Apple. Makes me wonder if there were actually any managers around or not when I first went in on Friday.
I called AT&T corporate after I got home. The woman I initially talked to took down the information, amd they were going to get back to me today. She had to take it up with a manager. I got a call from another woman this evening, she tried to tell me I could only return it for repair or exchange now, since I was now outside the fourteen day window. I explained that I had TRIED to return it within the fourteen day window, but was denied. She said she would have to talk to a manager in the morning, and would call me back tomorrow.
It is starting to look like I am going to have to set Chase on them after all. :|
I took it back to the store within the fourteen day limit. I was told that they couldn't give me a refund at the time due to there being no manager there, and they weren't sure how to issue a refund when I had paid with a cheque against my credit card. They said I shouldn't have even been able to pay for it in this manner, yet when I paid they checked with a manager and the manager specifically said it was OK.
This was on Friday. They said there would be no managers in on Saturday either, so they would call me on Monday and have me come in. Monday was outside the fourteen day limit, but I figured there wouldn't be any problems since I had made contact with them over the issue within the fourteen day window.
On Monday, I didn't get any calls from them. I went back to the store anyway. I talked to one of the CSR's and explained the issue. She claimed they had tried to call me three times that morning. I was home all morning, yet somehow I missed all three calls. She said both managers had just gone home for the evening.
I told her I wanted to return it. If there is a refund to be issued for something purchased with a regular cheque, ten days have to have passed. Cheque-clearance issues and such. I know the cheque had cleared with my credit card company, so I figured there would be no problem. Instead, they tell me I cannot return the phone to them, I have to return it to Apple, even if I just want a refund. I told them their paperwork said nothing about that, and they hadn't mentioned that when I purchased it. I said if I was going to return it, I was going to return it to the point of sale as they had originally stated.
This flustered the girl, and she ran off to consult with someone. Lo and behold, despite both managers having left earlier to go home, it turns out one was still there. They were just hiding in the back of the store. :roll: He said that returns on the iPhone, even returning to get a refund, have to go through Apple. He said that was how previous customers that returned the iPhone for a refund had to do it.
I left the store and called my credit card company. I explained what was going on to them, and told them the story up to that point. I just wanted to get it on their records before any more time passed. They put me in touch with their Dispute Department, and sent out the paperwork for me to fill out. They're just waiting for me to see if I can resolve this through regular channels before they lay the smack down.
I called Apple, got a case number, and was told they would contact me in the morning once they were able to get someone higher-up from AT&T on the phone. Apple called me back this morning as promised, and said the store manager was full of shit, that returns for refunds do NOT go to Apple. The person I talked to there gave me his contact information so I could refer anyone from the cell phone company or AT&T to him to clarify.
At this point, I have now been lied to at least twice. Once when I was told there were no managers around, and once when told that returns for refunds went to Apple. Makes me wonder if there were actually any managers around or not when I first went in on Friday.
I called AT&T corporate after I got home. The woman I initially talked to took down the information, amd they were going to get back to me today. She had to take it up with a manager. I got a call from another woman this evening, she tried to tell me I could only return it for repair or exchange now, since I was now outside the fourteen day window. I explained that I had TRIED to return it within the fourteen day window, but was denied. She said she would have to talk to a manager in the morning, and would call me back tomorrow.
It is starting to look like I am going to have to set Chase on them after all. :|
