Question- I bought an Apple 96W USB-C charger a couple of weeks ago from our sponsors. It was for my MBP M1 Pro as my travel charger. Last week during the storm that passed through Illinois we hit the basement and I took my laptop with me and grabbed this backup charger. After a few minutes of charging it got extremely hot and difficult to touch. The exact charger that came with the MBP runs cool all the time.

I contacted OWC about an RMA for return. It appears defective and maybe not safe. I got an email yesterday granting the return with an RMA number for an exchange, but the shipping is at my expense. Is that normal policy on a defective item? Not sure why I need to foot the bill on an item that is defective and under warranty. Just wondering what all of you have experienced. Thanks.

The good deal I got is suddenly not such a good deal.



Edited 1 time(s). Last edit at 12/15/2021 11:04AM by celliott.

Might be easier to swap it with apple

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They were bulk packaged from OWC. Wonder if Apple would swap it.

How is the item listed on your receipt?

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Could just be that they have to confirm it's faulty. If everyone sent back items that they claimed were malfunctioning, that would be a lot of shipping costs on them.

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I returned a defective dock to OWC years ago. Shipping was not covered. Not every retailer can absorb all that like the big players do.

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Quote
celliott
I contacted OWC about an RMA for return. It appears defective and maybe not safe. I got an email yesterday granting the return with an RMA number for an exchange, but the shipping is at my expense. Is that normal policy on a defective item?

Policies vary by retailers, and I think we've been conditioned by some of the larger online retailers to think that if it's not my fault, then I don't pay.

But consider the brick and mortar option. If you had bought it at Best Buy, and it was defective, is Best Buy going to send someone to come pick it up from you? No, you'd have to take the time to drive back and wait in the returns line.

You can also read OWC's return policy:
[eshop.macsales.com]

Quote
OWC
For Defective/DOA items (within 15 days of purchase) OWC may offer to cover shipping back to OWC for customers in the Continental US. Please contact OWC Customer Support for more information.

"may offer to cover shipping".

I understand if I had just changed my mind, but this item is not functioning properly. There is a cost of doing business. I suppose the lesson learned is deciding if I want to take the chance that there won't be a problem with anything I buy from them. The money I saved by buying from them initially is going to be eaten up in the shipping charges.

Comparing to BestBuy isn't really a good comparison. The trip isn't that far and sure won't cost me $8-$10 to get there. And they will either exchange it straight up at no additional cost to me or refund my money.

Quote
celliott
I suppose the lesson learned is deciding if I want to take the chance that there won't be a problem with anything I buy from them.

No, the real lesson is that you should read and understand a vendor's (ANY vendor) return/exchange/warranty policies before you buy something.

If a shipped item is defective, or the description of the item is wrong or misleading, the seller should absorb the cost of shipping said item back if the buyer is willing to swap for another identical item.

We had this same conversation 20+ years ago on dealmac.

I remember Larry coming on and explaining with the same analogy that Gareth mentioned above and EVERYONE exploded. Larry changed the policy a short while later. Guess it got changed back at some point.

fwiw, I agree with Gareth especially since it was shipped free initially. The analogy makes perfect sense.

Something to consider...
Lots of OWC items are also on bezosville @ same price and free returns.

edit:
Oddly, OWC doesn't offer that charger on Amz.
However, the top rated 96W replacement is < $30 and has better reviews
than the original Apple charger. ASIN: B09DPLHYZM

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Edited 1 time(s). Last edit at 12/15/2021 03:19PM by MrNoBody.

Gareth,
Thanks for the input. I've ordered quite a few things from OWC in the past. Only once can I remember having to return an item because it didn't work. They paid for return shipping.

And as you pointed out, they say they "may offer to cover shipping". That's a big, vague statement that only covers you if you need to return something, and then you find out. Who decides? It would seem if there is a possibility of them covering shipping, then it should hold up in light of a defective item. So even if I had read the fine print on the return policy as you suggest, how would I know how they would rule until I attempted to return it?

This is what you get when you agree to buy a product from OWC and many others.. You put a check in that little box just before you check out/submit the order. It has been that way for ages.

Quote
celliott
I understand if I had just changed my mind, but this item is not functioning properly. There is a cost of doing business. I suppose the lesson learned is deciding if I want to take the chance that there won't be a problem with anything I buy from them. The money I saved by buying from them initially is going to be eaten up in the shipping charges.

Comparing to BestBuy isn't really a good comparison. The trip isn't that far and sure won't cost me $8-$10 to get there. And they will either exchange it straight up at no additional cost to me or refund my money.

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Ed (modelamac)

Trying to figure out some people is like trying to smell the number 9.

We had this same conversation 20+ years ago on dealmac.


LOL, I was just going to mention that.

I was one of many who disagreed with the policy because the return concerned someone's defective merchandise.

The same buying at a retail store analogy was used then.

I don't remember a change in the return policy as I had no reason to use it, but the may offer to cover shipping back to OWC part may be that change.

There's no fault on OWC's part, their policy is their policy, and it's not hidden.

No retailer puts that at the top of their home page or product page, but they're usually easily found with a little looking.

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celliott
....how would I know how they would rule until I attempted to return it?

I think Gareth's point is if you read over the policy, you'd know that it was vague and not what you were hoping for.

We typically cover DOA returns for replacement within 30 days without any question/SOP. Feel free to PM me the details and happy to checkout. We also do free cross ships on DOA items as well.

Sorry for the inconvenience!

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OWC Larry
Other World Computing
[www.macsales.com]

As a policy, within 30 days we DO cinder return shipping within USA on a reported DOA. This also case in Europe via our OWCshop there… and coming soon to Canada with new distribution point starting there (in addition to Amazon CA). If an error was made will be corrected with label to you or refund for us mail freight if this adapter was already shipped.

Again, sorry for this inconvenience!

Quote
celliott
Question- I bought an Apple 96W USB-C charger a couple of weeks ago from our sponsors. It was for my MBP M1 Pro as my travel charger. Last week during the storm that passed through Illinois we hit the basement and I took my laptop with me and grabbed this backup charger. After a few minutes of charging it got extremely hot and difficult to touch. The exact charger that came with the MBP runs cool all the time.

I contacted OWC about an RMA for return. It appears defective and maybe not safe. I got an email yesterday granting the return with an RMA number for an exchange, but the shipping is at my expense. Is that normal policy on a defective item? Not sure why I need to foot the bill on an item that is defective and under warranty. Just wondering what all of you have experienced. Thanks.

The good deal I got is suddenly not such a good deal.

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OWC Larry
Other World Computing
[www.macsales.com]