Faulty Apple Thunderbolt Displays. How Many Hours Is Too Many Trying to Get Your Refund

ninetyNineCents on 04/03/2017 - 18:26
Last edited 04/03/2017 - 18:54 by 1 other user

I have two Thunderbolt Displays from Apple, both are about 18 months old. Both have faulty thunderbolt and magsafe (power connector) which I previously used to charge my MBP.

I have reports for each verifying the problem, and have been attempting to get a refund for the monitors and accompanying accessories (clamp, mount etc).

I have spoken to over 5 different people, as I get passed from one "expert" to another "expert" in another department. The have made about a dozen or more calls many over an hour long - i have taken photos of the call info from my iphone showing the phone number, call duratin and date/time of the call.

They were originally going to do a free replacement of the cable for both monitors, but i refused saying i want a full refund. I forgot to previously mention one of the monitors had another fault when i purchased it which i had to take to an Apple store. The geniuses (their words not mine) f**ked up that monitor and had to give me a replacement.

Three major issues is just not good enough and yesterday, the lady at Apple still wouldnt give me my refund.

I have spent about 20 hours on hold waiting as described above. Does anyone know if they have broken any fair trading regulations with regards to this ? Surely this is making a joke of the spirit of processing refunds in an orderly fair amount of time.

I have many other issues.
- line noise, its almost amazing how terrible the quality, put in place to give headaches to callers.
- they do give contact numbers with extensions to each representative, but they never answer, and leaving messages often gets you no where.
- staff promise to call you the next day and later you find out later that they are away on leave.

Comments / Suggestions. ?

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Comments

  • garetz on 04/03/2017 - 18:47
    -4

    They obviously perceive you as a weak person over the phone, someone indecisive and accepting of what they tell you. You need to create a log of everything, calls dates, who you spoke to, and complain to fair trading or the relevant authority.

    Otherwise contact your credit card company and force a charge back, the item is obviously not as described when purchased new. Put it on them to prove otherwise.

    • RockyRaccoon on 04/03/2017 - 18:47
      +2

      Charge back - are you kidding, its 18 months old 😀

      • garetz on 04/03/2017 - 18:50
        +2

        Oh i missed that.

        • RockyRaccoon on 04/03/2017 - 18:52
          +1

          Ah yes the Blind Raccoon syndrome - I can relate to that

      • ninetyNineCents on 04/03/2017 - 19:42
        -2

        @Rocky

        It doesnt matter if its 18 months, what matters is that period of time a reasonable expectation. Ive referred them to fair trading and some of their staff have acknowledged this, they already offered free repairs/replacement which i refused.

        • RockyRaccoon on 04/03/2017 - 23:44
          +3

          Fair enough, but just because you think its unreasonable doesnt make it so.

          They offered a replacement, you dont want that, and are arguing with them on something they dont think is reasonable, so you want advice on what to do.

          1. You can tell them some at Ozbargain think its unreasonable, so therefore they must refund you the money. Lets see how long you spend on the phone with that one, and I'd lay a bet you end up in the same position you are now.

          2. You can go to Fair Trading and let them make a call. If they agree with you then you get your money back. If not then you get it repaired.

        • [Deactivated] on 05/03/2017 - 11:27
          +1

          @RockyRaccoon:

          They aren't going to refund him based on 18 months usage on not one but 2 screens
          they legally must offer a repair / replacement which they have honoured under the Australian Consumer law rights
          Fair trading will also get proof of this interaction and I don't feel any amount of pressing will push apple to do any different when they can issue 2 new screens to the OP

          Either way, Apple are trying to help the OP and he is basically throwing it back in their face, I would lay the ultimatum down and simply say, accept the two new screens or we issue a PRO RATA refund based on 18 months usage over the life of 2 monitors

          Apple are already offering the equivelent of a full refund anyway by giving the OP two replacement screens

          I have no idea why he feels the need to rant and act like a self entitled human towards Apple

          They HAVE PROVIDED A SOLUTION to try another cable, can you not just accept it, try it and then report back to them???

          Has he even tried to cables to verify the support technicians resolution, you can't prove the port is faulty if you haven't tried the replace cable OP?

          Apple seems to me like theyre bending over backwards to help you but you are acting really hostile demanding this and that, its not a major fault if its a cable issue, relatively simple and cheap to fix for both yourself and Apple

          There seems to be more to this epidemic story tbh

        • Grent on 05/03/2017 - 18:19

          @RockyRaccoon:

          Not quite. I had the Office of Fair Trading agree that I was eligible for a refund from Sony - when I sent the product back to them they repaired it and sent it back to me and despite my protests they've basically told me and the Office of Fair Trading to stick it and take them to court if we want to go any further. Unfortunately the Office of Fair Trading's advice is non-binding. Toothless tigers.

          I've always had good dealings with Apple, even out of warranty.

        • ninetyNineCents on 07/03/2017 - 12:35

          @shawncro 222:

          Apple are already offering the equivelent of a full refund anyway by giving the OP two replacement screens

          They arent offering me replacement screens, they are offering to replace the cables for both monitors, taking care of the enire disassemble/reassemble thing.

          They HAVE PROVIDED A SOLUTION to try another cable, can you not just accept it, try it and then report back to them???

          Because YOU cant BUY the cable, it must be replaced by their repair shops as its an all in one.

        • ninetyNineCents on 07/03/2017 - 12:36

          @RockyRaccoon:

          Sorry i should have been clearer, replacement should have been repair with a new cable. Im not being an idiot over a < $50 cable. You cant even buy the thing… only they can replace.. its an all in one.

        • ninetyNineCents on 07/03/2017 - 20:21

          @shawncro 222:

          Well turns out they are going to give me a refund, im just waiting for the email that gives me the courier pick times for me t select.

          If this post helps someone get their rights then thats great. Its just a shame people talk about shite without knowing what they are talking about even AFTER I MADE IT CLEAR IN MY ORIGINAL STORY and subsequent posts… this is not a replace the cable … its a visit the repair center and wait a week for them to replace the bloody thing.

    • ninetyNineCents on 04/03/2017 - 19:41
      -3

      @garetz

      I have logs of all calls - as stated above i have pics of my iphone call log. I will be billing them for my time.

    • ninetyNineCents on 04/03/2017 - 19:45
      -2

      @Garetz

      They obviously perceive you as a weak person over the phone, someone indecisive and accepting of what they tell yo

      I havent accepted anything its just "hard" to find anyone there who has authority to do anything. The entire phone system is designed to waste your time until you give up. Everytime one finds the current person is useless, its another hour or day waiting for the "next" person.

      Ill ask you again, how many levels of "persons" is reasonable ? When are too many levels and phone calls, bullshit ?

      • [Deactivated] on 05/03/2017 - 11:32

        Have they not already suggested trying new cables sent out free of charge?
        Why are you not following their system of support?

        • ninetyNineCents on 07/03/2017 - 12:33

          @shawn

          You cant just replace the cable, without dismantling the entire monitor. Google "Thunderbolt display back", and you can see for yourself its an all in one design, just like many other apple products, eg phone batteries, etc

  • RockyRaccoon on 04/03/2017 - 18:47
    +4

    Three major issues is just not good enough and yesterday, the lady at Apple still wouldnt give me my refund.

    The issue you face is what you classify as a major failing isnt necessarily one that others would consider major.

    Given what you have written it's not very clear what you are fighting about? If its just the cable, and they will replace that and that will fix things then your argument that this major doesnt appear to be major. You also say that a magsafe power supply has also failed, but that this is from a MBP. What has that got to do with the Monitors? Are you using that to power the monitors because the cable failed? Is this one of the 3 failings or something different?

    The other issue is that you are talking about being on hold for 20 hours? Really on hold that long? or is this a combination of being on hold and discussions (which proved fruitless to you)?

    I doubt if anyone here can force Apple to change their mind.

    My suggestion is to go to consumer affairs. Clearly state the issues and dont exaggerate and keep it as simple as you can. Then have them adjudicate on your behalf, or advise you if your demands on Apple are realistic

    • ninetyNineCents on 04/03/2017 - 19:40
      -2

      @Rocky

      Given what you have written it's not very clear what you are fighting about? If its just the cable,

      You cant just replace the cable, as its part of the monitor. The last time they tried to fix something equally basic, they (profanity) up the monitor and had to give me a new one.

      • altomic on 05/03/2017 - 09:44
        +1

        the cable is removable.

        • ninetyNineCents on 07/03/2017 - 12:31

          No its not.

          google > thunderbolt display back <

          look at the images showing the back of the monitor, the cable goes into the monitor and is not detachable.

  • Randxyz123 on 04/03/2017 - 20:37
    +2

    Go to a Apple Store instead of screwing about on the phone.

    Your profile says flinders. It's only a few hours to drive. Demo the problem , get them to verify it and either replace it or fix it.

    • [Deactivated] on 05/03/2017 - 11:34
      +4

      They will change the cable, hook it up to diagnostics and most likely prove the OP wrong that it is a cable issue not a monitor fault
      even better they will update the firmware and then send the OP on his way

      Demanding a full refund when he won't try any supported suggestions is just crazy, Apple has processes in place to stop fraudulent behaviour and to resolve warranty issues in a fair and timely manner, the OP feels differently but Apple have always been good enough with me and warranty repairs even outside of 12 months

      Ranting, raving and being a tool towards the Support team is not going to do you any favours

      • RockyRaccoon on 05/03/2017 - 12:08
        +5

        Fair suck of the sav

        The OP is just demanding the same as any other reasonable person would.

        I feel its reasonable to a refund on my 2 year old car because the door handle broke and they wanted replace just the door handle.

        And they think its unreasonable to demand this - what gooses!!

        😀

      • ninetyNineCents on 07/03/2017 - 12:26

        @Shawn

        You completely ignored the issue that they have passed me thru 6 or so different people to process my request and dozens of calls and failure to make it possible for me to call them. Many of their staff refuse or cant provide contact emails. The system is designed to lock out the user from trying to make any form of repair or refund request.

        What is a fair amoutn of time that a consumer should have to spend waiting to try and contact them ? Whats to stop a company making everyone wait five hours every time you call them when trying to make a repair or refund under warranty ? There has too be a fair limit otherwise we as consumers have no rights for warranty, simply because you wont be able to exercise it.

    • ninetyNineCents on 07/03/2017 - 12:30

      @Knick

      Your profile says flinders. It's only a few hours to drive.

      I originally had another warranty claim with a monitor. That costed me a whole day because an early genius appointment didnt take a short period of time. Firstly they were over an hour late, then i had to wait even more because the genius allocated didnt know shit about dismantling monitors, so i had to wait for another person. After a few hours they told me to return the next day, which i did and after all that waiting again, it turns out they gave me another monitor because they destroyed the one left to them.

      Thats two bloody days. If one counts the time wasted tiwh this thats even more time. Im just not interested in doing this every few months because something goes wrong…

  • apple2016 on 04/03/2017 - 21:10
    +1

    If you insist on refund remember that Apple might be allow to detect depreciation on the displays as they have worked for 18 months. You can confirm this with ACCC. I would rather get them fixed.

  • holdenmg on 04/03/2017 - 21:16

    So, have you run Thunderbolt Display Firmware Update 1.2…

    https://support.apple.com/en-au/HT204450

    https://support.apple.com/kb/DL1775?viewlocale=en_AU&locale=…

    • ninetyNineCents on 07/03/2017 - 12:22

      Doesnt fix one of the above mentioned problems.

  • Diji1 on 05/03/2017 - 10:49
    +3

    I could be wrong but I don't think Apple are obligated to give you a refund under ACL. Their obligation is to either refund you the money or repair or replace the item.

    But I could be wrong.

    • [Deactivated] on 05/03/2017 - 11:19
      +1

      If the fault equates to a MAJOR fault then you can push for a full refund under consumer law, if the screen still turns on and works and its only an issue with a PORT then thats a relatively minor issue which can be repaired quite easily by Apple

      If it is a minor fault / deemed repairable by Apple (which I am not sure why they just didn't exchange it and move on) then you must allow them to repair it
      and give them enough time to rectify the issue

      Perhaps they have no parts / or perhaps there is other issues with the over the phone staff

      Going in store is your best bet, book a genuis appointment first and show them the issue, ensure you have all your paperwork / proof of purchase etc
      They legally do not have to refund you for the two monitors but under ACL they may repair or replace them with refurbished equivelent models

      Unfortunately demanding a refund on an internet "forum" isn't going to do you any thing more than what everyone is trying to tell you
      Spend the time and take the items to the apple store to confirm the issues / get them repaired
      It seems a little coincidental that both screens exhibit the same issue, I have seen nothing like this before in the whole time of using apple displays.

      As for your other issues

      1. Line noise on the phone line - probably your end not theirs - I have always had clear calls to Apple - moot point just ranting
      2. Numbers being unvailable and people away, it happens, deal with it - another moot point just another rant

      You seem to come across extremely rude and you might actually find its you hindering the process, the screens are 18 months old, did you take out applecare on them both? or are you now ranting and jumping up and down for a full refund on screens that worked PERFECTLY fine for 18 months?

      No offence but perhaps let apple handle the process and see what they can do, they have not told you they aren't going to try and help you (I can see why they won't issue a full refund on 2 monitors at 18 months old though, it would just cause a wave of people to use a product for 1.5 years and then return it with wear and tear and demanding their money

      Give them time to fix it, 20 hours is nothing with dealing with phone support staff, I have no idea why you would not go to a physical store and have them assess and repair the product which is what Apple phone support should of said in the first place

      • ninetyNineCents on 07/03/2017 - 12:22

        My annoyance at this matter is not only the trouble with getting a refund.. its their clear attempt to deny me my consumer rights by wasting my time with waiting on the phone for tens of hours and passing me from person to person.

        Surely more than 2 or 3 persons to process a refund is sufficient ? Surely more than 10 calls is too many ?

  • hell0 on 05/03/2017 - 11:55
    +1

    I have many other issues.
    - line noise, its almost amazing how terrible the quality, put in place to give headaches to callers.
    - they do give contact numbers with extensions to each representative, but they never answer, and leaving messages often gets you no where.
    - staff promise to call you the next day and later you find out later that they are away on leave.

    What the hell? Get on with your main issue and stop trying to change the world. If you aren't gettiogn satisfaction then use small claims court and save yourself some hassle… This way you will be virtually guaranteed the correct outcome. Start the process now, as it may take a while but get started on it and stop wasting more time on these phone calls.

    • ninetyNineCents on 07/03/2017 - 12:20

      Yeh your right, companies should be allowed to waste tens of hours on the phone when you ask them for a refund for an obviously faulty design, that renders a product unusable.

      I must be greedy, ALL companies should be forced to waste peoples time for all product claims.

      • hell0 on 07/03/2017 - 12:35

        The problem is that instead of getting one complaint resolved you then end up complaining about everything, and eventually get nothing in return except for frustration.

        Do you want your issue resolved or to fight for less line noise?

        • ninetyNineCents on 07/03/2017 - 12:38

          I dont want to spend another week on phone calls and days running about to repair shops the next time something goes wrong in the next 12 months time with either or both monitors.

          Three warranty claims on two monitors is just not right and shows they are troublesome and not fit for purpose. I have never had any sort of problems with other computers, i just want the things to work and not have time wasted again.

          The tech at the repair shop told me the problem i am having with the monitors is a common one, as he has seen them before. It also explains why Apple stopped selling monitors, and with continued claims like this its not a wonder.

  • altomic on 05/03/2017 - 13:02

    As a random internet user I say they must given you a refund.

    /forum closed

  • Seraphin7 on 06/03/2017 - 12:33
    +2

    I'm confused. You have two monitors that you've had for 18 months? Recent problems with the monitors appear to have been diagnosed to faulty cables? The company in question has offered you free replacement cables that presumably will make the monitors work again? Assuming this does fix the issue, what is the problem here?

    • ninetyNineCents on 07/03/2017 - 12:19

      The company in question has offered you free replacement cables that presumably will make the monitors work again?

      Sorry perhaps my original statement didnt make it clear, replacing the cables requires taking the monitors to a repair shop, because the cables are part of the unit. Its not a unplug and plug again.

      Assuming this does fix the issue, what is the problem here?

      Dozens of phone calls and time spent, which have been designed to avoid me exercising my rights.

      It should take 2 weeks of calls and over 10 hours on hold and speaking to 5 or 6 people to get this far.

      • RockyRaccoon on 07/03/2017 - 16:30
        +2

        Buddy - you come here with a request for suggestions. People make sensible suggestions and you just throw things back, saying nothing is acceptable other than your original position.

        So bugger off and waste your time at Apple rather than here. You "know" your rights so why bother us!!

        • ninetyNineCents on 07/03/2017 - 20:19

          People make sensible suggestions and you just throw things back, saying nothing is acceptable other than your original position.

          Yeh stupid suggestions from people who make comments without reading my original story or knowing the facts about the cable and the monitor. Its not just a quick swap the cable as i ve stated over and over again.

          Smart arses just dont have a clue and they dont know how to read.

          That wasnt the purpose of my original story, i just wanted a feel about how people think about whats fair about trying to do a refund request, thats all.

        • hell0 on 08/03/2017 - 13:39

          @ninetyNineCents:

          No, it is not fair and the way you are going about it is wrong but you seem to enjoy the drama so keep on doing what works for you.

        • ninetyNineCents on 08/03/2017 - 19:49

          @hell0:

          If your going to say someone is wrong, then you should have the manners to say WHY it is wrong, try a bit harder. Incomplete ideas and sentences are fine if your a five or six year old, not for adults.

          Its sad all you can manage to do is throw silly insults without actually showing some value or intelligence between your statements.

        • hell0 on 08/03/2017 - 19:52

          @ninetyNineCents:

          Not interested in wasting time.

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