Macbook order gone wrong

platform14

Hi folks, after some advice - I've ordered a "custom" macbook from a third party. Because they're a third party, they can't cancel the order like Apple can. They also say in their terms: 

"Configured to order Macs do not benefit from the 'cooling-off’ period or ‘late delivery’ policy because of their bespoke nature and cannot be cancelled or returned as a rule, but please get in touch if you would like to request a cancellation or return of a bespoke Mac build. In the rare circumstances that we can cancel an order, or arrange a return of a configured to order Mac item with Apple’s factory, we may be able to apply an exception to this rules"

I basically want a better macbook than the spec I've ordered. I don't want to be stuck with this one. But their t&cs naturally make it very difficult to get out of it. Does anyone have any experience here of knowing what to do? 

The macbook is due to arrive tomorrow. If I refuse it, will they just keep trying to deliver it? And would that not lead to a cancellation anyway?

platform14

I should mention I have got in touch to ask them to cancel and they said this was not possible. 

km1500

You can refuse it of course but that does not mean the contract is cancelled - you still owe the payment

400ixl

Can you customise a Macbook? I thought all you could do was select the configuration from a pre-defined set of options. That is not customising in the terms of not being able to cancel as far as I am aware.

Customising in this case would be adding something personal like an inscription, or choosing a one off component that they have to buy in specially which is not possible.

What customisation have you done outside of choosing what processor, memory and storage size it comes with?

RefluentBeans

400ixl said:

Can you customise a Macbook? I thought all you could do was select the configuration from a pre-defined set of options. That is not customising in the terms of not being able to cancel as far as I am aware.

Customising in this case would be adding something personal like an inscription, or choosing a one off component that they have to buy in specially which is not possible.

What customisation have you done outside of choosing what processor, memory and storage size it comes with?

It’s a tricky one - to Apple this won’t be custom. It doesn’t make sense for them to have special order one Mac at a time, so they’ll have ‘mainline’ stock with the recommended configurations and then a small amount of each other configuration. From what I understand, these don’t mean they’re available in stores (or even in the country - as some models will be global versions which then have a keyboard installed). Apple, as far as I am aware, allows for returns of these MacBooks. ETA: I’m fairly sure Apple allows for return of customer used items like engraved devices and printed AirTags - which is far above the legal minimum; so I guess don’t compare Apples to Oranges too much in terms of policy (sorry pun was there…)  

However, to the 3rd party these MacBooks may be a special order they have to get in specifically, and Apple may not allow retailers to return them. Thus, it depends what you count as a ‘unique’ item. To the 3rd party store, this is a unique item as they’ve had to get specially ordered and is not part of their normal stock; but to Apple this wouldn’t be unique to them and I don’t think they’d have issues with returning it. 

It will also depend how long ago you ordered it - cancelling within 24 hours is different to cancelling after a week. 

MikeJXE

Probably means. Personalised 

HillStreetBlues

What do you mean "custom"

If your name is on it  then they are correct, if it's simply a selection from preset options, like how much RAM then  they are wrong.

platform14

Latest response is this - they're basically washing their hands of it and saying its configured to order and therefore not cancellable. But it's a configuration combination set by the manufacturer. I don't get this. 


Thank you for your email.

While we understand your concerns, unfortunately a configured-to-order Mac is non-cancellable and non-returnable as state in the KRCS terms and conditions linked below.

(Can't post links but it's same as what I quoted in initial post)

Our apologies we won't be able to accept this as a return,

I can't believe how currys-like they are. Considering the company they resell for are more consumer focused, this really blows. 

Vectis

platform14 said:

...I basically want a better macbook than the spec I've ordered. I don't want to be stuck with this one. But their t&cs naturally make it very difficult to get out of it...

So, why did you order it if you clearly don't want it?

born_again

platform14 said:

Hi folks, after some advice - I've ordered a "custom" macbook from a third party. Because they're a third party, they can't cancel the order like Apple can. They also say in their terms: 

"Configured to order Macs do not benefit from the 'cooling-off’ period or ‘late delivery’ policy because of their bespoke nature and cannot be cancelled or returned as a rule, but please get in touch if you would like to request a cancellation or return of a bespoke Mac build. In the rare circumstances that we can cancel an order, or arrange a return of a configured to order Mac item with Apple’s factory, we may be able to apply an exception to this rules"

I basically want a better macbook than the spec I've ordered. I don't want to be stuck with this one. But their t&cs naturally make it very difficult to get out of it. Does anyone have any experience here of knowing what to do? 

The macbook is due to arrive tomorrow. If I refuse it, will they just keep trying to deliver it? And would that not lead to a cancellation anyway?

So change of mind then.
Sadly you are stuck. Unless they will allow a return & they spec this one  to what you want. If they won't then, nothing you can do.

platform14

Vectis said:

platform14 said:

...I basically want a better macbook than the spec I've ordered. I don't want to be stuck with this one. But their t&cs naturally make it very difficult to get out of it...

So, why did you order it if you clearly don't want it?

I wanted it at the time. It's been processing for 5 weeks and I've had time to read up on the differences in CPU and GPU (something I didn't understand going in)