Officeworks Not Honouring Replacement of M1 MacBook (Wobbly)

Lcrimsafe on 29/08/2021 - 17:18
Last edited 29/08/2021 - 18:08 by 1 other user

So about a month ago I purchased an M1 MacBook from my local Officeworks - pretty sweet right? Well after a couple weeks of use I love the laptop; it’s the perfect machine but I have started to notice a bit of a wobble on certain surfaces, bugger, I look online and sure enough it’s a pretty common issue and most people suggest just to return it and get a new machine - Apple seems to have no problem since it’s clearly a common defect.

So today is the last day I can take it into Officeworks and get a replacement relatively easy (end of the 30 day change of mind period). So I head into the shop and get to the counter and explain the issue to who I now know was the manager.

The manager then absolutely stops my in my tracks claiming that I cannot prove the defect (even though it’s wobbling in front of her eyes) so then I go so far to say I can show her the issue is even more pronounced on some of the desks at the back of the shop. She then goes and says she needs to verity their is a defect and I must go to a IT shop down the road myself and face the burden of any costs not associated with the uneven laptop. Seems fair enough but she goes even further to say that if there IS a fault Officeworks will not supply me a new machine but rather only repair it.

Now I’m now lawyer but I know for certain that if this defect did exist I am fully entitled to a replacement machine just like everybody else by the looks. I try to be friendly and explain the situation to her but faced with the facts she guarantees me Officeworks will not replace it as is against company policy?

TLDR; Anyway, so the facts are Officeworks won’t honour the 30 day money back period with no questions asked but rather void that because they have sold me a clearly faulty machine that they say is fine dispute it wobbling like a (profanity) spinning top in front of their eyes. Then they require me to go through a several week process only to receive a repair despite a reasonable request for a replacement which they say is against company policy and don’t do under any circumstances.

Honestly I like Officeworks but this is the last time I’ll be going near them.

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Comments

  • SF3 on 29/08/2021 - 17:21
    +16

    Maybe better dealing with Apple directly?

  • Quantumcat on 29/08/2021 - 17:22
    +4

    National phone number: 1300633423

    But hurry they close at 6.

    Lodge something now so that when you're still fighting it later you can say you tried to return it in the return period.

    If you get nowhere with them and want to give up then you can go to Apple. But if you can get a replacement easily through Officeworks that will be a better outcome than having to go through Apple.

  • Platinumtelecom on 29/08/2021 - 17:33

    Apple stores are closed but I think you can lodge a request online, or some of their resellers/repairers are opened, they will send the laptop back to Apple and it will be replaced.

    Best to still lodge something today for your record.

  • redforever on 29/08/2021 - 17:38
    +3

    I thought officeworks 30 days change of mind return is only valid if the item is unused and resaleable.
    You will need to file a defect claim and as it appears to be a minor defect, they can choose to repair it instead of replacing it.

    Maybe try directly with apple.

  • eug on 29/08/2021 - 18:03
    +7

    Anyway, so the facts are officeworks won’t honour the 30 day money back period with no questions asked

    Their returns policy states:

    The item is in re-saleable condition, including its original packaging (if any), is unused and as sold

    Your laptop has been used, so is not covered by the returns policy. If they're feeling nice they can still accept it, but according to their policy they don't have to as the laptop has been used.

    If Apple has no problem with it then you might as well go to them directly. Hopefully they don't just give you a refurb replacement.

  • Baysew on 29/08/2021 - 18:03
    +2

    Returns Policy

    Change of Mind Returns – 30 Days

    If you have changed your mind about your purchase, Officeworks will be pleased to offer you a refund or exchange provided that:

    You return the item within 30 days of purchase
    You produce a satisfactory proof of purchase (being your original register receipt or online proof of purchase, such as a tax invoice)
    The item is in re-saleable condition, including its original packaging (if any), is unused and as sold

  • garetz on 29/08/2021 - 18:10
    +2

    I dont think the problem is office works per se, but the manager working at that store. Call the Head office and make a complaint.

    • pharkurnell on 29/08/2021 - 21:51

      Wont get you far… the policy says unused.

  • [Deactivated] on 29/08/2021 - 18:16
    +1

    Office works don’t have a 30 day return if used, only Apple 14 days. Apple will replace it.

  • mickyb80 on 29/08/2021 - 19:09
    -1

    Call Con the Fruiterer and tell him your Apple was rotten!

    That's what you get for buying food and thinking it will somehow get you on the internet and OzB!

    On a serious note: https://www.apple.com/au/shop/help/returns_refund
    Call Con and tell him it's a 'DOA' (dead on arrival). No need to explain much more than that if within the 14 days.

    Good luck!

  • artxty on 29/08/2021 - 19:40
    +1

    maybe just buy a macbook cover?

  • Gratt on 29/08/2021 - 19:45
    +1

    When my first marriage failed because of a despicable act by my then partner, it took me years to realise that I was equally to blame. I entered into a long term relationship with the wrong person.

    Maybe you could learn a good life lesson and choose to have a relationship with a company that is not as intent on screwing you over.

    I expect the reason the OW manager is being difficult is because Apple are being difficult with them. Apple is not very customer centric when it comes to faulty products. They are also environmental vandals. Once your product is outside warranty they price replacement parts so high any attempt of repair is impossible.

    The fault your notebook has experienced sounds suspiciously like mistimed built in redundancy

    • Bafranz on 29/08/2021 - 19:49
      +3

      Not sure if serious..

      • bluemetal8 on 29/08/2021 - 21:59
        +1

        +1 he spoke as if other companies are any better, sounds like someone with a deep grudge against Apple, finding an excuse while conveniently leaving out that quality control and environmental records of other laptop manufactuers… thank you for bringining some facts and perspective to this.

      • ThithLord on 30/08/2021 - 08:21

        But, but, but new iPhones! Every iPhone user EVERY year gets a new one!11! They throw the old one in the bin11!! /extreeeme s

    • bluemetal8 on 29/08/2021 - 21:55
      +1

      Gee my Macbook is getting to 4 years old now, maybe my built in redundancy timer is broken. People love to cherry-pick situations to suit their argument, the vast majority of Macbook owners are doing fine, OP just got a dud. Seriously, take a look at Reddit and all the quality control issues people have with a similar class of premium laptop: the Dell XPS, not to mention the $1349 they are flogging the M1 Airs for I don't think anything else for this price has the same level of fit and finish as Apple does - I've had $2100 Dell Inspirons wobble like OP said. Seriously, even outside of fit and finish, what overall package can you get for $1349 with this level of real world battery life, performance, a great solid-state trackpad, crisp speakers and a 2560x1600 screen (most are 1080p and a lot are dim and washed out). The M1 Air will end up being more relevant in 5 years time on account of its performance overhead than something else with middlings specs you can get for $1349.

      What evidence do you have that Apple is being hard on Officeworks - their change of mind policy concerns UNUSED and UNOPENED products. OP made a mistake in thinking this entitles him to a no-questions asked refund, when in reality he will have to go through the RMA process - much easier done at an Apple Store, they will swap your faulty unit vs the lazy Officeworks manager OP encountered.

      It just seems you have a bone to pick with Apple as it stands and had to find some avenue to have a whinge about it. They make an undeniably good product, if you want something you can disassemble and put back together again then sure go look at a 10-15 year old Thinkpad, while the rest of us move on with the times and gain from a better end-user day to day experience with modern thin and light laptops.

      • ThithLord on 30/08/2021 - 08:22

        Nah they've got a point, my MacBook Pro from 2013 is … well hey, it's still going strong. Actually, they're completely wrong using my anecdotal evidence.

    • Geekomatic on 30/08/2021 - 21:56

      OW doesn't have to sell Apple. If they sell, they back it up, imho. I say they have reseller responsibility/ACCC.

      Contact Apple & MP/ombudsman. Screenshot everything.

  • Ughhh on 29/08/2021 - 19:48
    +4

    end of the 30 day change of mind period

    They're rejecting you under that policy because you've claimed under the wrong policy.

    notice a bit of a wobble on certain surfaces,

    As in the laptop wobbly on different tables? Or different parts of the laptop itself is wobbly?

  • bradl822 on 29/08/2021 - 21:03

    I can understand the need to get it assessed to ensure its not user damage but this entire situation sounds like an individual on a power trip.

    I would contact an authorised repairer yourself, they will probably organise the replacement for you. Officeworks is literally just going to go to them anyway, so it might save you a few days turn around

    • SF3 on 29/08/2021 - 21:49

      individual on a power trip.

      OP having a bigger wobbly than the MacBook?

      • bradl822 on 30/08/2021 - 07:40

        Lol, I more meant the manager trying to through the power around. But yeah same principal.

        • jackary on 30/08/2021 - 21:26

          Based on the emotive language of OP, I think they were both having a bit of a Karen moment.

  • Davo1111 on 29/08/2021 - 21:52
    +1

    I think more went on in the discussion, but anyway…

    As someone who actually took a computer manufacturer to court, you dont know what you're talking about.

    If this goes to court, you have to prove that the defect exists. Showing the magistrate doesnt cut it. They'll say "i'm not a computer expert, prove its faulty". So the manager is right.

    Now I’m now lawyer but I know for certain that if this defect did exist I am fully entitled to a replacement machine just like everybody else by the looks. I try to be friendly and explain the situation to her but faced with the facts she guarantees me Officeworks will not replace it as is against company policy?

    If it went to court, officeworks would have the right to replace or repair.

    Re change of mind returns:

    You produce a satisfactory proof of purchase (being your original register receipt or online proof of purchase, such as a tax invoice)
    The item is in re-saleable condition, including its original packaging (if any), is unused and as sold

    So it's been used for a month, that "policy" doesnt apply.

  • Geekomatic on 30/08/2021 - 22:21

    Boycott Apple. Boycott Amazon. Boycott M$. Boycott Google.

    It's difficult, but not impossible. There are plenty of open-source work-arounds that aren't as painful as dealing with these criminal co's directly, imho. I personally prefer to donate my funds to open-source.

    Btw, did everyone read the security/data article which stated Google Chrome is giving away your data, just using their browser? Check it online. A lot of spots are pay-walled. They state the end user can modify it, but 1) older folks will have no idea how, 2) why should any of their customers have to spend an hour figuring out how to disconnect from the sh*t Google implants. 3) Even if you DO "turn it off"…. IS IT actually?

    • Ughhh on 31/08/2021 - 13:20

      There's no such thing as free lunch. If you're not paying for the product, you're the product. Not new news.

    • eug on 31/08/2021 - 13:23

      It's amusing how some people are so anti-Google yet happily use free services that are made possible by Google ads.

  • Eeples on 29/12/2022 - 09:08
    -1

    I’m not sure Apple can fix the wobbly.

    I suggest op asks Apple to fix the wobbly in order to get a replacement.

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