Fight with Apple over an Ex-Demo iPad warranty

bargrin on 22/04/2013 - 22:28
Last edited 24/04/2013 - 01:57

UPDATING this thread, its not about if warranty can apply anymore but about my push to get Apple to give me the warranty I reckon I should be entitled to.

Please read the update section below.

Hey

I just got a iPad 2 16gb Wifi ex-demo stock from DSE, price was $299 but got another 25% off being a clearance item and also taking overseas in the next 59 days so get GST when spend over $300.

So should come down to $203, not bad even though it got a few smuges on it but no scrathces or dents.

Question is, can I get Apple care extended warranty on an ex-demo iPad?

DSE store guy said no go on Apple Care and wounldnt sell it to me as not allowed being ex-Demo stock, instead he was selling me DSE dedicated warranty which was more expenseive.

Thoguht I would go into Apple store and find out, they tell me no probs can get Apple Care for it at $99 and it starts from "point of sale" not point of opening box.

Who is right, anyone got any experince?

EDIT: Adding following as per below reply:
Should have mentioned the Apple store guy "reckons" it should be cool and "reckons" my warranty ought to start on day I purcahse.

I just went to Apple site and plugged in serial number and it says warranty has already expired.

UPDATE 1 Got a reply from Apple via email.

"Apple has reviewed your proof of purchase and your order to update the date of purchase in our records. Your request was considered carefully. We regret that your application has been denied.

Your request was denied because the date of purchase for the IPAD has been previously established through iTunes activation process and can not be adjusted again."

So once its opned and actived to iTunes the first time means you cannot activate new again. Looks like that Apple person in store was wrong.

But they didnt answer my question if I can still get AppleCare for it.

UPDATE 2

First of some good news and then bad news:

Good GREAT news: turns out this iPad 2 i bought from Dick Smith is actually a iPad 3! :)
For some reason DSE just called it an iPad 2 on their system but when activaitng it online its an iPad 3.

Bad news: Apple again knocked me back on warranty but I think on flimsy excuse outside of their published rules.

UPDATE as of 23 April 2013
Here is the actual warranty T&C for my iPad purcahse as per Apples website, read it yourself and I think you will find i have a valid point to raise:

WHAT IS COVERED BY THIS WARRANTY?
Apple warrants the Apple-branded iPhone, iPad or iPod hardware product and accessories contained in the original packaging (“Apple Product”) against defects in materials and workmanship when used normally in accordance with Apple's published guidelines for a period of ONE (1) YEAR from the date of original retail purchase by the end-user purchaser ("Warranty Period"). Apple’s published guidelines include but are not limited to information contained in technical specifications, user manuals and service communications.

What AppleCare said to me today

After they confirmed with the warranty specialist team I was told that the purchase date of my ex-Demo iPad will be the date as shown on Apple's system and will not change.

This is because Apple systems shows the Ipad was "activated" on iTunes on 15 March 2012 by Apple and so their computer system automacially sets that activated date as the "retail purchase date" even though it is not the retail purcahse date.

I said that not right, the correct "retail purcahse date" is when I bought it from the retail store.

He then said fine agree, but Apple warranty only applies to Apple products that are bought sealed in a box and not used.

However I cant find that rule in their warrnty T&C:
http://www.apple.com/legal/warranty/products/ipad-english-a.…

My next move

I have to reply and my main points going to be:

1) Your Apple warranty T&C actually states that warrnty begings on "retail purchase date", thus there is only one purchase date, please show me where T&C says prucahse must be a sealed box

2) how can you set the "retail purchase date" of my iPad 3 as 15 March 2012 when the iPad 3 didnt acctually get released to retail stores till its actual release date of 16 March 2012?

In the end I will probably get nowhere with it but I want them to at leaset allow me to buy and apply AppleCare for two additonal years even though you can only do it during warrnty period and my warranty "apparently" ended 40 days ago.

Computing

Comments

  • Davros on 22/04/2013 - 22:38
    +1

    Who do you think would be right?
    Apple or DSE
    Is this a real question?

    • bargrin on 23/04/2013 - 00:35

      Should have mentioned the Apple store guy "reckons" it should be cool and "reckons" my warranty ought to start on day I purcahse.

      I just went to Apple site and plugged in serial number just now and it says warranty has already expired.

  • bargrin on 23/04/2013 - 03:28

    UPDATE Got a reply from Apple via email.

    "Apple has reviewed your proof of purchase and your order to update the date of purchase in our records. Your request was considered carefully. We regret that your application has been denied.

    Your request was denied because the date of purchase for the IPAD has been previously established through iTunes activation process and can not be adjusted again."

    So once its opned and actived to iTunes the first time means you cannot activate new again. Looks like that Apple person in store was wrong.

    But they didnt answer my question if I can still get AppleCare for it.

    • Geewhizz on 23/04/2013 - 05:53
      +1

      If warranty has already expired, then NO, you can't get apple care. It must be purchased during the warranty period.

      BUT I'm rather surprised that it doesn't have any warranty whatsoever on it, even if it was a demo model.

  • JordanM on 23/04/2013 - 06:22
    +1

    Basically it has no warranty whatsoever as it was activated by Dick Smith over a year ago, and Applecare can not be purchased when outside the original year.

  • Daabido on 23/04/2013 - 07:20
    +1

    Looks like you'll have to rely on the statutory warranty if something goes wrong.

    • bargrin on 24/04/2013 - 01:49
      +1

      What is the likilhood of Apple agreeing to a statutory warranty case..dont think good chance.

  • m0nkeycheese on 23/04/2013 - 07:43
    +1

    Same thing happens with MacBooks. Warranty starts when the computer is set up

  • ericeric on 23/04/2013 - 18:48
    +1

    apple just started give 2 years warranty for their product quietly, not officially. so save yourself another $99 if you after another year coved.

    http://www.smh.com.au/technology/technology-news/apple-keeps…

    • bargrin on 24/04/2013 - 01:52

      this is great article, thanks

  • altomic on 23/04/2013 - 22:08

    or, look at this way.

    you got an ipad 2 for just over $200.

    it's going to work.

    and if it does break. then sell it on ebay. you'll get $150ish if it is just something internal and it looks in good condition. small loss.

    will it actually break? probably not.

    will you get 2 years of use out of it and buy an ipad4 by then?

    will you get sick of it and see a deal for a galaxy tab or similar and sell the ipad at a profit to buy that and still come out on top?

    I wouldn't worry about the warranty at the price you have scored it for.

  • bargrin on 23/04/2013 - 22:52

    thanks guys,

    UPDATE

    First of some good GREAT news and bad news:

    Good GREAT news: turns out this iPad 2 i bought from Dick Smith is actually a iPad 3! :)
    For some reason DSE just called it an iPad 2 on their system but when activaitng it online its an iPad 3.

    Bad news: Apple again knocked me back on warranty but I think on flimsy excuse outside of their published rules.

    UPDATE as of 23 April 2013
    Here is the actual warranty T&C for my iPad purcahse as per Apples website:

    WHAT IS COVERED BY THIS WARRANTY?
    Apple warrants the Apple-branded iPhone, iPad or iPod hardware product and accessories contained in the original packaging (“Apple Product”) against defects in materials and workmanship when used normally in accordance with Apple's published guidelines for a period of ONE (1) YEAR from the date of original retail purchase by the end-user purchaser ("Warranty Period"). Apple’s published guidelines include but are not limited to information contained in technical specifications, user manuals and service communications.

    What AppleCare said to me today

    After confirming with the warranty specialist team I was told that the purchase date of my ex-Demo iPad will be the date as shown on Apple's system and will not change.

    This is because Apple systems shows the Ipad was "activated" on iTunes on 15 March 2012 by Apple and so their computer system automacially sets that activated date as the "retail purchase date" even though it is not the retail purcahse date.

    I said that not right, the correct "retail purcahse date" is when I bought it from the retail store.

    He then said fine agree, but Apple warranty only applies to Apple products that are bought sealed in a box and not used.

    However I cant find that rule in their warrnty T&C:
    http://www.apple.com/legal/warranty/products/ipad-english-a.…

    My next move

    I have to reply and my main points going to be:

    1) Your Apple warranty T&C actually states that warrnty begings on "retail purchase date", thus there is only one purchase date, please show me where T&C says prucahse must be a sealed box

    2) how can you set the "retail purchase date" of my iPad 3 as 15 March 2012 when the iPad 3 didnt acctually get released to retail stores till its actual release date of 16 March 2012?

    In the end I will probably get nowhere with it but I want them to at leaset allow me to buy and apply AppleCare for two additonal years even though you can only do it during warrnty period and my warranty "apparently" ended 40 days ago.

    • altomic on 24/04/2013 - 20:04

      ipad 3!!! score.

      sell it on ebay and buy an android tablet.

  • Geewhizz on 24/04/2013 - 07:00

    Why not talk to Dept Fair Trading, and ask them where the consumer stands in regard to demo stock purchased from retail outlets?

    I want them to at leaset allow me to buy and apply AppleCare for two additonal years

    I believe Apple Care only provides one extra year of warranty.

    If you live near enough to an Apple Store, you could perhaps call in there and discuss with them the issue of their warranty supposedly having been changed to 2 years (something I'm surprised you haven't mentioned in your emails?) and your statutory warranty rights, and see if you can get them to budge on it.

    It seems though, that you've gotten an extremely good price on an Ipad3, albeit one that has probably had a lot of use in the past 12 months. From Apple's perspective I can understand why they'd consider it has been used for 13 months, not one, but that doesn't help you.

    If you still have no joy, and are not happy to have a machine with no warranty coverage, you'd no doubt get a good price on Ebay for an Ipad3, which would go a long way to purchasing one brand new, with warranty.

    • bargrin on 24/04/2013 - 10:35

      Yup depending on their next reply i will also mention that article above about apple unoffical warranty being for two years.

      As for apple care period, the following states it goes for two years
      http://www.apple.com/au/support/products/ipad.html

      • Geewhizz on 25/04/2013 - 06:18

        As for apple care period, the following states it goes for two years

        From that page:

        Every iPad comes with complimentary telephone technical support for 90 days from your iPad purchase and a one year warranty. With the AppleCare Protection Plan, you can extend your service coverage to two years from the iPad purchase date.

        What that means is that Apple Care extends your warranty from one year TO 2 years, not BY 2 years.

        I tend to think your best bet would be pushing the issue of their supposedly now 2 years warranty.

        I'm starting to wonder if it actually exists, because although it has been reported in places, their own site, including the warranty check, and experiences such as the one you've had would suggest it's still only one year.

  • FabMan on 28/04/2013 - 09:14

    Keep pushing!!!

  • ankor on 30/04/2013 - 22:12

    Perhaps by opening and registering the ipad 3 with itunes, dse ended up being the end-user-purchaser which effectively means that you are buying a second hand ipad.

    Are you able to claim apple care as a second hand apple product user if this is the case?

    • bargrin on 30/04/2013 - 22:13

      No cant claim applecare on a second hand product.

      But also DSE never registered it, they got the device registered direct from Apple.

    • Geewhizz on 01/05/2013 - 06:50

      Are you able to claim apple care as a second hand apple product user if this is the case?

      The original owner has to purchase it, but it can be transferred.

  • unity1 on 01/05/2013 - 19:47

    On a different note, a similar thing happened to me when I picked up an ex demo Garmin GPS from Dick Smith. The warranty was over based on when the GPS unit first obtained a GPS fix, which would have happened in store. I rang Garmin and explained it was an ex demo unit and they kindly reset the warranty based on the date on my receipt. I'm surprised Apple didn't act in a similar way.

  • nikey2k27 on 06/05/2013 - 14:13

    You still have full 12month it own to by law. donot let DSE or Apple put it over u. I own ex demo ipad from dicksmith they have to fix.

  • bargrin on 08/05/2013 - 01:34

    Latest update is:…..Apple will not get back to me.

    I was registerd with a Apple Case ID but the AppleSuport person wont return my calls or awnser my emails.

    Its strange cause I just registered my support case with the support person and she said she would get back to me the next day with anwser but its now been a couple weeks and nothing.

    Not sure what else to do if Apple support wont even talk to you?

    Disappointing customer service.

  • bargrin on 08/05/2013 - 10:53

    FINAL UPDATE

    Ok after sending in a new request saying no one has got back to me.

    Apple has replied saying because i bought the ipad which was not sealed in the box then warranty is denied. iPad i bought was in the orginal box with all original cables etc..but was not a sealed box.

    I guess thats the end of it now that they raised the "open box" issue because If you read the warranty T&C above it says warranty is valid when you buy the ipad in its "original packaging", thus if you buy an ipad where the plastic shrink wrap is not still on then you cant possibly be buying an ipad "contained in its original packaging".

    Oh well, no point pushing this further with apple as i am not going to get anywhere.

    Just got hope the ipad doesnt stuff up on me in the next to years which it shouldnt, my brother has one for three years now with no issue.

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