Don't buy from MacMall! No return policy, unethical

[casslass]

I just purchased a supposedly brand new 17" Apple MacBook Pro for MacMall. It was a close out deal because a newer model had just come out. When I received it, there were scratches on both sides of the housing but that was minor. The computer would not start up at all, straight from the box. After calling Apple and MacMall, it was determined to be a hardware problem. MacMall's policy, I found out, as stated in tiny print on their website, is no returns on Apple (and other brands) of computers. They were absolutely unapologetic and refused to refund my money or exchange this for another computer. They insisted only that they would try to repair it. I then found out from Apple that the one year warranty for this item had already been activated by someone else in July 2007, 5 months before I bought it! So, obviously, they sold me a used and damaged computer passing it off as new! I am still in dispute with them!

[The Merg]

casslass:

Welcome to RR! Sorry to hear about your bad experience. Make sure that you post a review on MacMall here at RR. The currently have pretty low ratings (2.41 for 28 reviews in last 6 months / 3.05 for 104 reviews in lifetime), so it seems that you are not the only one who has been utterly dissatisfied with them.

There are some things you can do to help yourself out. Make sure that you file a dispute with the credit card company you used to pay for the computer. Your dispute is that you did not receive the product as advertised. If you have a copy of the product page, print it out and keep it for your records to show they were supposed to send you a new and not a refurbished/used product. This might also apply to any invoices/e-mails you received from MacMall. Get something in writing from Apple that says the warranty attached to your laptop's serial number was activated back in July--sometimes (although unlikely) they might even help you get in contact with the original warranty registrant.

There are a couple of things that can result from your dispute. Your credit card company will just credit you back the charge and they will go after MacMall for the funds they lost or you will be required to send back the laptop at which time your money will refunded. If the latter case occurs, make sure that MacMall picks up the charge for the shipping back or if you have to pay for it that any credit you receive includes the return shipping cost. When shipping it back, make sure you use a trackable shipping company such as FedEx or UPS and print out any tracking records including signature captures.

HTH,
Merg

[casslass]

Thanks for your advice. I have notified my credit card. They said that I would be unlikely to win a dispute because MacMall posted their no return policy on their website. However, this can't be legal. They can't just sell damaged used products as new and not accept returns just because that's their policy. I am going to take this up with Visa again..

[casslass]

I brought this laptop to an Apple authorized service center and it turns out that the magnetic power port needs to be replaced, the battery will not hold a charge, the power adapter needs to be replaced and both sides of the case are scratched. This is straight out of the box on a supposedly brand new product from MacMall. MacMall is totally unapologetic and unhelpful. I've spoken to 5 people including several supervisors. They do not return phone calls at all and just reiterate that their policy is no returns or exchanges no matter what. After a great deal of pushing, they offered me $100 credit on a future purchase from them! As if I would ever buy anything from them again! They are already selling this laptop for $150 less than I paid for it last week!

[XMRGWX]

Thanks for posting about your experience with MacMall. I never noticed the fine print about the returns. Just to play it safe I'm going to delete the bookmark to their site. If nothing else I hope you can find some comfort in the fact that your posts may have saved others from the same fate. Good luck with Visa.

[frostbitetwice]

Just like The Merg said, 3.05 rating is prima facia to avoid this company completely...

[The Merg]

Originally Posted by casslass

Thanks for your advice. I have notified my credit card. They said that I would be unlikely to win a dispute because MacMall posted their no return policy on their website. However, this can't be legal. They can't just sell damaged used products as new and not accept returns just because that's their policy. I am going to take this up with Visa again..

As I stated, your dispute should not be about their return policy. Your dispute is that you did not receive the goods you were promised. That is why you need to document anything you can about how the laptop was supposed to be new and not a refurbished/used laptop.

Good luck!

Originally Posted by frostbitetwice

Just like The Merg said, 3.05 rating is prima facia to avoid this company completely...

You mean we agree on something?


- Merg

[nomaxim]

Originally Posted by The Merg

As I stated, your dispute should not be about their return policy. Your dispute is that you did not receive the goods you were promised. That is why you need to document anything you can about how the laptop was supposed to be new and not a refurbished/used laptop.

The Merg is correct. Under the Fair Credit Billing Act,

charges for goods and services you didn't accept or weren't delivered as agreed;

Note that this applies to CC's, not debit cards.

[The Merg]

Originally Posted by nomaxim

The Merg is correct.

Of course. When am I ever wrong?

- Merg

[frostbitetwice]

Originally Posted by The Merg

As I stated, your dispute should not be about their return policy. Your dispute is that you did not receive the goods you were promised. That is why you need to document anything you can about how the laptop was supposed to be new and not a refurbished/used laptop.

Good luck!




You mean we agree on something?


- Merg

Do not get any ideas, Mr Merg; it is the Christmas season after all..