OT: Apple Store April Fools Day!

GregFlowers wrote on 3/31/2006, 9:06 PM
The Apple Store has a great sense of humor it would appear. The day before April Fools Day the Apple Store has cancelled my FX1 order and the orders of many others it would seem. I ordered at Noon Eastern time. I went back to check my order status in the evening and it had been changed from shipping April 3 to cancelled.

I really think a typo must have been made. I do not think they are just "out of stock" as some who called have been told as I ordered early on and had an early ship date scheduled. If I hadn't rechecked my order online this evening, I would have never known my order had been cancelled.

To cancel my order without calling me or at least sending me an email with an explanation is not very good customer service and could easily be construed as rude. If they had just said that they were sorry for their error and it was impossible to fill the current orders, I would be much more understanding.

But many who have called have been given conflicting reasons as to why their orders were cancelled. Some have been told that it is out of stock and that the price would not be honored when or if more units arrive. Some have been told that it was a typo and will not be honored.

I think they should honor the price they advertised, as we specifically called and asked if it was correct. Other companies in the past have made errors similar to this and honored the price. I'm not as much angry for me as I am for the people who could have really benefited from having one at this price and couldn't get one otherwise.

I'll be calling Apple Store tomorrow to discuss the situation with the highest ranking person that I can get on the phone. I don't think it will change anything. But I will absolutely let them know that it was poor customer service not contact us in some manner with some basic explanation and an apology.

You really got me Apple - zing. I'd say I would not support Apple products any more, but I have Sony Vegas running on a PC with a Sony FX1 and Sony Minidisc Recorder. I don't think there was much business to lose from me in the first place.

Comments

farss wrote on 4/1/2006, 12:30 AM
"highest ranking person that I can get on the phone"
That'd be the janiter.

Apple treat not only their customers poorly but their dealers so badly that the ABC down here ran a doco on it. Think you were badly done by loosing out on a cheap FX1, these dealers lost their homes.

Bob.
craftech wrote on 4/1/2006, 4:49 AM
The reason I posted this deal is because the Apple Store has a good resellerrating. Now get this. Yesterday I posted a hyperlink to the store's resellerrating which was around 7.9. Today it fell to 6.72 and will probably continue dropping JUST because of this FX1 deal.

I am sorry that they cancelled the order for those who could desperately use a camera for their business they couldn't afford otherwise. I wouldn't have posted it if it were a "deal" from the myriad of slimy people that run stores in New York City. It wasn't. I am sure it was a typographical error.

Now, as to the question of why should'nt they honor a price mistake and eat the difference to insure customer support?

What many of you fail to realize is that for every needy customer there are ten slimeballs who are looking to profit from the mistake.

Take a look at this thread from a popular "deal" website.

They were ordering multiple quantities to re-sell on Ebay so they could profit from Apple's mistake. Read it. Many of them waited until the order was confirmed then IMMEDIATELY posted the deal on Ebay before they even received the merchandise.

With that type of trash for "customers" I don't blame Apple one bit for cancelling everyone's orders. I feel bad for the legitimate customers who got screwed because of the trash. I posted that deal with good intentions.

John
GregFlowers wrote on 4/1/2006, 6:30 AM
I spoke to Apple customer service to no avail. The rep and supervisor were completely oblivious as to why my order was cancelled and they could not place another order as it was no longer available. I was polite and courteous as there was nothing to be gained being short with two people that didn't know anything about anything. Oh well. I'll just chalk it up to a typo followed up with poor customer service. Somewhat surprising and yet not for a major store. I did give them a poor rating on the link Craftek provided.
jkrepner wrote on 4/1/2006, 11:34 AM
I spoke to the same guy this morning after my order was cancelled. He had no idea and said that it wasn't in the system anymore. Oh well. I guess it was too good to be true.

Can't blame us for trying. Right?
TheHappyFriar wrote on 4/1/2006, 6:44 PM
F.T.C.

they're there for a reason. If enough people complain maybe apple will at least have to pay a fine.
RalphM wrote on 4/2/2006, 1:07 PM
While I can sympathize with those who ordered and then were cancelled, I suspect that the FTC would decline to get involved.

It seems like a similar situation to the bricks and mortar store that misprices an item, discovers the mistake, then refuses to sell the item at that price. The store is well within their rights. Contrary to popular belief, a store is not obligated to sell at the advertised price. (I believe this is covered under the Uniform Commercial Code).

Customer service is an issue, but taking a loss of hundreds of thousands of dollars is tough for any manager to absorb.

RalphM
apit34356 wrote on 4/2/2006, 4:16 PM
Actually, it varies state by state. Many states require the store to sell at posted listed price, refusal can result in fines and 15% money back + product to customer. Refusal can result in the State AG assesting a state wide fine based on the percieved customer damaged.
filmy wrote on 4/2/2006, 5:37 PM
That is true apit34356. I know in Ny if you pick something off a store shelf and it is marked at one price but it rings up another you can complain and in turn they have to honor the marked price, even if it is a mistake. I am not sure about other places, a quick search turned up something from 2003 in Chicago -

Consumer services inspectors with the city checked 468 retail businesses in the last year, and found that 270 of them in specific test buys overcharged customers. That's 58-percent of those checked. For example, a dental product was advertised at a Walgreens for $16.99. The price at the check out counter was $9 more.

[SNIP]

Many consumers already watch closely, but the city believes most of the overcharges are not caught, like some $3.99 Sponge Bob Square Pants that rang up for a dollar more, and an Office Depot surge protector that was supposed to be $16.99, but was scanned at $33.98.

Now the internet is another whole bag of worms however. Most places that have been in business and have a good rep will honor their mistake, at least to those who ordered it before it was found out to be a mistake. For the most part it sounds like no one is saying "it was our mistake" but rather "It is out of stock" and hope that will cover any sort of potential suits. But it is funny because I did find this:

The Apple Store has the Sony HDR-FX1 HDV Digital Camcorder for $1,995.95 with free shipping. Mar 31, 2006; Expires: Mar 31, 2006 at 3:18 PM

So to me if anyone orders this before 3:18 and actually got a confirmaiton number it should be honered, typo or not. Apple USA seems to not have any but Apple Australia seesm to: HDR-FX1. Not the same deal though - although what is $5,999.00 in US money?

NOTE - in doing some searching I found at least one post form someone who ordered one and paid for two day shipping and supposedly has a Fed Ex tracking number and as of Saturday the Fed Ex tracking showed it was shipped. So more confusion all around.