Newly purchased Apple iPad Air turns out to be store demo, bringing on the pain
So Ms. Hall and Apple Support spent about three hours fiddling with the tablet until it seemed like it was working perfectly. But three days later, when getting ready to text her daughter, she typed in the first two letters of her name when all of a sudden she realized she had more than 300 Apple employee contacts on her iPad. These people were all strangers to her. The problem is that when she synced her iTunes account to the iPad along with all of her cloud based content, it pushed that information onto her Apple iPhone as well. And she can't just wipe and restore the phone because iOS 7 is not compatible with her company's email system. In other words, all of those Apple related contacts have to be deleted name by name.
Oh, that's where the demo model went," said an employee at the Mesquite AT&T Store). AT&T eventually offered Hall $100 for her troubles, but manual deletion remains the only solution.
We would like to throw our 2 cents in here by reminding device buyers that new means new. Don't settle for a demo model when you shell out your hard earned cash for a new device. New means new, not a model pawed over by employees or shoppers. Demand to see the device you've purchased before you leave the store, even if the store has already set it up for you. Since AT&T already set up her tablet for her, Hall never looked at or tested the tablet before she went home. While we are not blaming her for what happened in the least, it is an oversight she has admitted to and helped lead to the problem.
If you need another reason to examine your purchase before you leave the story, think back to the mother who purchased an iPad at Walmart for her daughter's birthday and when the box was unwrapped at home, it contained nothing but legal pads.
1. PapaSmurf (Posts: 9667; Member since: 14 May 2012)
Um, if I were her, I'd gladly replace the demo model with a brand spanking new one and take the $100.
14. Droid_X_Doug (Posts: 5993; Member since: 22 Dec 2010)
Absolutely! There is a reason demo units are labeled as such. I am now wondering how the demo designation managed to be removed. Further, if there is supposed to be ample supply of the Air models, why was the demo unit sold as new?
There is more to this story than AT&T (or Apple) is going to fess up to.
19. Gdrye (Posts: 109; Member since: 02 Jan 2012)
ok, ill tell you what happened, i work at at&t and soon as i seen the headline i knew what happened, if you have at&t service and have your phone box on it look at all the bar codes (including apple products) you will see one bar code named "sku" i have an HTC one in black my sku reads 6138A...Now, on a demo HTC one in black 32gb its gonna be different, because a demo has a different sku, and it makes sense, if you ever went to a store you cant set up touch id put a password..nothing, because its blocked from the phone. As an At&t rep we CANNOT sell the device because it should have said that item isnt sellable, this issue almost happened in my store but this time it was a while LG G2, the associate couldnt figure out why they couldnt sell the device and we ran the sku and found it was a demo, the person at that store responsible for the demo units should have watched out for this, but the demo comes in the same packages as the sellable products, you have to pay attention and be keen because there is no sticker or no branding that says its a demo, except in our system that says it is, so a sellable one is on the store floor while the demo was waiting to be sold. its an honest mistake, but im surprised the manager didnt do nothing to swap out the device, now, APPLE does not let us handle problems with their devices they always tell us to send them to the apple store, so i see why she was sent there, no surprise they wasnt any help, as i ran into that issue plenty of times with them..well now you know the store, ill fess up for my company, honest mistake that im sure happens HUNDREDS of times
23. Droid_X_Doug (Posts: 5993; Member since: 22 Dec 2010)
"...a demo has a different sku,..." and "As an At&t rep we CANNOT sell the device because it should have said that item isnt sellable..."
So how come the demo unit was sold? Enquiring minds would like to know. If the inventory system has blocks in it to prevent demo units from being sold, how come a demo unit got sold?
I am not trying to be snarky or confrontational, but there is more to the story than AT&T or Apple is letting on.
27. Pancholo (Posts: 380; Member since: 27 Feb 2012)
I'm surprised no one attempted to correct this by now. Or maybe you meant "YOUR SYNCING IS WRONG!"? My bad for being the douche - I'll take full responsibility, but it's all for the good of humanity!
Anyway, this made me lol badly: "She didn't feel like she should have to spend the time to make these deletions." Talk about first-world problems... By the time she traveled back and forth between the AT&T store and her home, she could have finished eliminating said contacts!
3. darkkjedii (Posts: 14119; Member since: 05 Feb 2011)
Go back to AT&T exchange, or refund. I wonder was it boxed, and sealed in plastic. Whoever sold it to her should be written up too, if they new it was a demo. My very first iPad was bought off craigslist and it turned out to be a demo unit also. I was able to erase all content and settings and restored from my iTunes back up so I didn't have a problem.
5. cezarepc (Posts: 637; Member since: 23 Nov 2012)
Whenever I get a new product I usually take more than an hour to check everything. Screen (dead pixels), body (scratches), storage (right GB and no user data), settings (factory), etc. I always try to look into everything thinking I'm spending my hard earned dough so won't settle for anything less than what I intended to purchase - specially if brand new.
7. darkkjedii (Posts: 14119; Member since: 05 Feb 2011)
That's right, you gotta check that stuff out. When I went to buy my iPad mini with retina display the lady kept trying to sell me the black slate mini, telling me it was the one with retina display. I told this lady no that's the first model bring me out the black and space gray mini with retina. She continued this is the mini with retina, so I ended up getting somebody else to assist me. I eventually ended up exchanging that one for 64 gig white and silver
13. Finalflash (Posts: 2040; Member since: 23 Jul 2013)
You can't honestly expect regular (especially non-tech savvy or older people) to know all of that and to actually check that stuff. They go home and expect a "new" product to work as advertised which is what she did. I think this might have been done differently than discussed, like the tablets got mixed up when they were setting it up for her. So both ipads were lying close to each other while hers was being set up and the wrong one was given to her as she was leaving. That would be the only thing that explains why a demo model might end up with a customer without it being properly marked. Otherwise if it was sealed and wrapped after being a demo model without being labelled as open box, then it would be a pretty shady move and the seller should be penalized for it. So it might have been unintentional and the damage came largely from the fact that she ended up syncing it without knowing instead of any malicious intent on the employees part.
16. PBXtech (Posts: 997; Member since: 21 Oct 2013)
And why didn't it have a sticker on it noting it was a demo unit? "Oh, that's where the demo model went," doesn't cut it, the store should have better protocols in place so this doesn't happen.
4. DAMONORIBELLO (Posts: 104; Member since: 18 Mar 2012)
Oh Poor Monica Hall! Do you know how many customers I manually inputted their contacts into their new phone they upgraded through me? I did it for free too! It's a hell of a lot easier to manually delete 300 contacts than it is to input just 30. Heaven forbid she has to take 15 minutes out of her day! BTW, this is another reason why you don't buy apple products. You can't delete groups of people at once. You have to individually delete each contact one by one.
9. 14545 (Posts: 1209; Member since: 22 Nov 2011)
While it isn't that big of a deal to do, I still wouldn't want to do it either. Especially not if I paid brand new pricing for the device. I'm not saying she doesn't bear some responsibility, as the author pointed out she took responsibility for. However, this does show what a POS company both ATT and Apple are. Apple should have taken the Ipad back and worked with ATT to resolve what happened. Also, if Apple didn't ATT should have manned up and done the right thing regardless. Afterall, it was their mistake. Honestly, att for all her trouble should have given her the device for free. I'm sick of these companies that screw up and want me the customer to just deal with their mistake. I will also note that I am not an Apple fan, nor do I own a single apple device. Actually, I don't ever plan on buying an apple toy. Just using this to show that it isn't really her fault. And I'm not one to usually side with the customers.
22. mattkl (Posts: 188; Member since: 01 Feb 2010)
You did it for free huh? You make customer home calls to delete and add their contacts for them? If you did an upgrade for them at your work then they are paying per hour or salary to do that for them if needed. It's called customer service and you get paid for it.
"Heaven forbid she has to take 15 minutes out of her day!"
Post a video of you deleting 300 contacts while still keeping the 80 - 90 contacts that are yours in 15 minutes please.
Why should someone be okay with this as you seem to think she should be? If you buy a new product you should not have to jump through hoops to make sure it's not a demo unit before finalizing the transaction. Also this should never have made it to the public. The company that sold the device made a error and they should fix it with in reason. Proactively exchanging the device for a new one would probably suffice even without fixing her contacts for her.
Awaiting your video link proving your statement. If you cannot prove any of your words then don't comment back so I know where we stand. @DAMONORIBELLO
6. sprockkets (Posts: 1464; Member since: 16 Jan 2012)
So, like, it wasn't sealed in the box?
I guess you can like try to delete the contacts on the desktop, somehow, but doubt you can with ios, unless itunes lets you.
15. Droid_X_Doug (Posts: 5993; Member since: 22 Dec 2010)
What about a factory reset, followed by downloading the latest O/S update? Once you have the latest and greatest, do a restore from iTunes? Factory reset is supposed to scratch everything on the device.
25. o0Exia0o (Posts: 450; Member since: 01 Feb 2013)
Not to attack you Doug, but one of the reasons that this is going to be a headach her is she has not upgraded to IOS 7 from IOS 6 because IOS 7 will not sync with the servers at her work and she wont be able to check her work email on her phone.
28. Pancholo (Posts: 380; Member since: 27 Feb 2012)
Some people invest in those plastic-wrapping machines, too. Intricate bastards!
12. SprintPower (Posts: 71; Member since: 29 Dec 2008)
I won't take it if the box is not factory sealed. I look carefully at the seal too because a deft hand with a razor blade can make it appear as though it has not been tampered. Since the seal is always over a flap, just gently pull the flap near the seal and it will separate if it has been tampered.
17. ThePython (Posts: 497; Member since: 08 May 2013)
Tip: Use the Apple Store when buying iProducts.
18. darkkjedii (Posts: 14119; Member since: 05 Feb 2011)
True, even best buys staff was screwing up. +1
20. corporateJP (Posts: 2228; Member since: 28 Nov 2009)
Demo models are a b*tch to get that software permanently off.
On a side note, Geoff Koops is Mr. Buster...now this dude is in this airhead's contacts.
Hide yo kids, hide yo wife...
21. fanboy1974 (Posts: 1313; Member since: 12 Nov 2011)
I would chalk this up to being a mistake. Just take it back and get a new one. At least there were no bricks inside the box. Heck, with Apple devices people return them for a different color, memory capacity or get tired of them a day before the return date. I'm surprised that this was even worthy of being reported.
Now if the store refused to take it back then that's different.
24. Droid_X_Doug (Posts: 5993; Member since: 22 Dec 2010)
"Now if the store refused to take it back then that's different."
That will be the next part of the story - the store initially refused to deal with Ms. Hall because she had a demo unit, and demo units aren't for retail sale, so there had to be something real fishy about her problem. Maybe the police were called to arrest the person (Ms. Hall) involved in the theft of the demo unit? Only thing that kept Ms. Hall out of jail was her receipt.
26. Edmund (Posts: 656; Member since: 13 Jul 2012)
It's not as if a company like samsung would do anything dishonesthttp://www.youtube.com/watch?v