Apple UK nixes return fee
May 16th 2008
Computeractive is claiming victory over Apple UK--the Mac maker has cancelled the "processing fee" it charges consumers that return unwanted goods. The group sought the change because Apple's fee was illegal under British rules governing online sales.
"This charge is contrary to the Distance Selling Regulations," said Nigel Miller, commerce and technology partner, Fox Williams LLP, a law firm. "Buyers could protest at this and demand a full refund."
According to the write up, terms and conditions published on Apple's website will be changed within 10 days and any customer returning goods in the meantime will not be charged.
In the US, the mothership's return and refund policy states:
Apple will assess a 10% restocking fee on any opened hardware or accessory. If you purchased your order using an Apple Business Lease, Apple may ask you to provide a major credit card (Visa, MasterCard, American Express, or Discover) so Apple can assess the 10% restocking fee.
Apple's policy also states that BTO product can't be returned at all--reasonable for an engraved iPod, but kind of silly for a Mac with added memory.
It's hard to imagine how these illiberal policies will benefit Apple's customer satisfaction ratings, which hover around 80% (much higher than its competitors).
Still, how does Apple balance the need to restrain acquisitive look-ee-loos and appease the truly dissatisfied?
What's your take?
