iPod/Apple Woes

[thinkbug]

My iPod recently stopped working, a mystery to me as I had not dropped it, or mistreated it in any way. As it was under a year old, I cheerfully sent it in to Apple to be repaired. I received notice from Apple that they considered the unit "abused" and that they would not fix it. Not only that, but they would neither return the unit nor tell me the nature of the problem. Has anyone any insight into this? Not only has the item I paid good money for crapped out on me before its time, but I'm feeling totally ripped off.

GM or any other auto manufacturer would not behave this way; they'd at least let you know what was broken and assess a repair cost. It would also help me to know how, in their opinion, the item was abused. If I wanted to make a donation to Apple, I just would have sent them a cheque! I am at a loss here. Suggestions, anyone? :confused:

[hayne]

I received notice from Apple that they considered the unit "abused" and that they would not fix it. Not only that, but they would neither return the unit nor tell me the nature of the problem.

I think you must have misunderstood what Apple said.
I find it hard to believe that they would refuse to return the iPod to you.
I can easily understand that they don't want to argue about what constitutes abuse and I can understand that the warranty does not cover abuse. So if Apple feels (rightly or wrongly) that the iPod was abused, it's not too surprising that they won't fix it under warranty.

You (apparently) sent it in for repair under warranty. Since Apple is saying that the repair is not covered under the warranty, it's not too surprising that they refuse to give more details about what is wrong. It is quite usual in the repair industry (even for cars) that you need to pay for an estimate and report on what is wrong. And I don't think a car dealer is obliged to do a repair on your car if it isn't covered under warranty.
You should get your iPod back from Apple and take it to a local repair store. But be aware that not everything can be repaired - at least not for less than the cost of a new item.

[thinkbug]

I think you must have misunderstood what Apple said. I find it hard to believe that they would refuse to return the iPod to you. I can easily understand that they don't want to argue about what constitutes abuse and I can understand that the warranty does not cover abuse. So if Apple feels (rightly or wrongly) that the iPod was abused, it's not too surprising that they won't fix it under warranty.

Thanks for the reply. Silly me anyway, thinking that just because I'm the consumer, the person they're in business to manufacture things for, that I should be entitled to an explanation about what has happened to my several hundred dollar purchase. Shouldn't I know better than to bother their employees with such pointless claptrap?

OK, now that the sarcasm has abated, yes, it was submitted under warranty with all the proper documentation. Like you, I'm a responsible human being who would realize that it's my fault the item won't play when I use it as a replacement hockey puck or load it up with Rene Simard or DeFranco family mp3's. Yup, I'd own up to it, and not bother Apple or even you forum folks. But for the life of me I can't even recall dropping the thing, or even having a close call. Followed the operating instructions, bought a proper case for it, the whole 9 yards. I should be so well cared for!

I wasn't asking if anyone here could fix the situation, I was wanting to see if anyone had had a similar iPod experience with Apple. Having had dealings with them going back to '93, I was shocked by the treatment I received.

So I called them back, thinking "the implication of hayne's reply must be right; i must be a total bonehead, misunderstanding what the letter I received said AND what the customer relations person reiterated when I called Apple upon receipt of the letter". I was again told that the unit was considered abused. I asked what the abuse was, and was told promptly (this time) that the unit showed that it had been immersed in water (!). Now, the last time I used it was in my living room (not underwater....yet...), then I put it in it's recharging cradle thing and went to bed. Got up next morning, put it on for the walk to work, and...nothing! Now, unless I went sleep swimming with the damn thing on and then put it back in its recharger before I went back to bed (also very dry...this time...), there was no way that that could be.

The rep said that one reason they might not return the iPod was if it were a stolen item, so I asked them to check the serial number, giving them mine. I was promised an e-mail or phone call within 48 hours to let me know what they found. And here I am.

I shall let you know how it all shakes out.
Treated a little better (at least an explanation...!) but still a little surprised by the first encounter, and also that hayne seemed to think that this is/would be acceptable behaviour for customer service. Obviously, I disagree, but no hard feelings; I just want my ipod back.

I think maybe I am going through a little iPod withdrawal as well. ;)

[hayne]

still a little surprised by the first encounter, and also that hayne seemed to think that this is/would be acceptable behaviour for customer service.

Actually, I assumed that I was only hearing one side of the story, especially the part about Apple not being willing to even mention what type of abuse they suspected. That was why I worded it as "they don't want to argue about what constitutes abuse". All other accounts I have heard about iPod repairs have been very positive, so what you recounted was indeed surprising.

Discounting ghosts, one possible explanation for the "water abuse" might be a malicious child - or do you live alone? I'm just trying to find an explanation that fits with what both you and Apple have been saying.

If there is indeed no possibility of there having been water damage, then I would advise you to write to Apple, stating this and asking them again to repair the iPod under warranty. (Putting it in writing is much better than doing it by phone as you have a paper trail.) I guess if you get no joy from this, you will have to resort to small-claims court.

[mclbruce]

From your first post it was hard to tell how well, or badly, you want through the return process. But from your followup it seems like you did all right in that regard.

I haven't heard of Apple keeping an iPod before, that seems very strange to me.

I have heard of someone who brought their iPod into an Apple store for warranty repair and had it very carefully scrutinized for evidence of "misuse." They decided that it was dropped or something like that and declined to repair the iPod. However I'm sure they gave it back.

[thinkbug]

Welcome to the latest episode of "Where's Waldo?" featuring my iPod as...well...um...Waldo.

I received a call from Apple's rep today. It seems that, again, I must have been mistaken about something. (I guess word's gotten out that I'm such a bonehead...! Alright, who squealed???) This time its my ipod serial number. Fortunately I had all the registration bumf & receipts etc. handy. Good thing. They wanted copies. So I took pics & sent them off. It appears that the iPod they have attached to my paperwork has a different serial number than the one I registered. In fact, it's a completely different model. They are now looking for my iPod. Any bets on how this will resolve?

Oh yeah, I also got a sort of explanation as to why they were hostile: it seems that some folks have tried run the scam where person A (still under warranty) submits person B's non-warranteed iPod, and they thought this might be that. But since all I want is my smaller lesser model iPod back in working order, not the deluxe-o soak-ed one I guess they have given me the benefit of the doubt.

[mclbruce]

Any bets on how this will resolve? All bets are off for me! But do post the result, please? Interesting info about the iPod scam...

[Maldo]

Apple has settled the lawsuit regarding the iPod’s battery. For information regarding the iPod class action settlement, please visit www.girardgibbs.com.

[kawliga]

thinkbug, My experience with AppleCare and that of a couple friends mildly reflects your experience. Basically, AppleCare's great if you fit the standard operating procedures and there's nothing exceptional about your case. If you are too different, it all seems to break down. Also, they are just people and it is totally possible any one rep will be wrong, indifferent, arrogant, or incompetent on any given day. The frustrating part is they build the system to give you no real options other than keep calling back and kissing their behinds. I'm curious to hear how this turns out for you.

[jiclark]

Definitely keep us posted on your progress! This is indeed an odd one...

[Mong]

I just thought that l'd add that l've had excellent support through Apple! I had a 3rd gen iPod and i did purchase the extended warrenty. It died within the first few months, so l phoned them up and they said to send it in, l did and within a few days l was sent a brand new one.

Then the iPod broke again about 3 weeks before the warrenty was up, so l sent it in again and they sent me a new iPod again! So l've managed to get two replacement iPods within the warrenty with Apple not even questioning me about how they broke. Makes me wonder how they make any money!! I buy one they end up giving me 3! And l doubt they could refurbish the ones that l sent back because they were both hard drive failures so there wouldn't have been much point.

That's what l call service!! :D

[snoware]

I just thought that l'd add that l've had excellent support through Apple! I had a 3rd gen iPod and i did purchase the extended warrenty. It died within the first few months, so l phoned them up and they said to send it in, l did and within a few days l was sent a brand new one.

Then the iPod broke again about 3 weeks before the warrenty was up, so l sent it in again and they sent me a new iPod again! So l've managed to get two replacement iPods within the warrenty with Apple not even questioning me about how they broke. Makes me wonder how they make any money!! I buy one they end up giving me 3! And l doubt they could refurbish the ones that l sent back because they were both hard drive failures so there wouldn't have been much point.

That's what l call service!! :D

Was your warranty repair during the first year or did you have the extended warranty? The reason I ask is that I am planning on buying a U2 20 gig for my son for his graduation. I am debating wether or not to buy the extended warranty.

Extended warranty yes or no?

My workplace has always bought the extended warranty for all of their Mac purchases, and outside of replacement mice and one laptop power supply, all which could have been purchased for less than the warranty cost, it hasn't been beneficial. I haven't had a problem that has required extensive telephone assistance.

[Mong]

Was your warranty repair during the first year or did you have the extended warranty? The reason I ask is that I am planning on buying a U2 20 gig for my son for his graduation. I am debating wether or not to buy the extended warranty.

Extended warranty yes or no?

My workplace has always bought the extended warranty for all of their Mac purchases, and outside of replacement mice and one laptop power supply, all which could have been purchased for less than the warranty cost, it hasn't been beneficial. I haven't had a problem that has required extensive telephone assistance.

I did get the extended warrenty and have bought it for my new iPod too.

The first time it broke was in the first few months but the second time was within the last month of the 2 year warrenty!!!! So l was pretty lucky!!! But was great cause they sent me a new iPod then which will probably last another 2 years!!! (l gave that one to my bro since l had just bought another one!)

Conclusion from my point of view is YES get the warrenty, not for the phone support but for the oppertunity to send it back if it goes wrong. iPods are pretty intricate pieces of kit and because you use them out and about they are bound to get dropped or abused at some stage or just fail. Hope that helps! :)

[snoware]

I did get the extended warrenty and have bought it for my new iPod too.

The first time it broke was in the first few months but the second time was within the last month of the 2 year warrenty!!!! So l was pretty lucky!!! But was great cause they sent me a new iPod then which will probably last another 2 years!!! (l gave that one to my bro since l had just bought another one!)

Conclusion from my point of view is YES get the warrenty, not for the phone support but for the oppertunity to send it back if it goes wrong. iPods are pretty intricate pieces of kit and because you use them out and about they are bound to get dropped or abused at some stage or just fail. Hope that helps! :)

Thanks, I think I will.

[K1W1]

So you sent an iPod to Apple for repair (forget whether under warranty) and Apple have acknowledged receipt of your iPod but appear to have lost it.
Apple owe you a replacement, no if's no but's. At the very least if needs to be functionally the same as the unit you sent in for repair.
Document EVERY phone call, email and letter between yourself and Apple.

[giskard22]

If it takes more than 2 weeks to locate the missing iPod, call and ask for Customer Relations.

For the person who asked about AppleCare: yes, get it! Here's the financial picture: AppleCare costs $59. If the battery starts to get lousy after the normal warranty is up, it would cost you $99 to replace (and there's not a bad chance of this happening). If the iPod's hard drive dies out of warranty, there's a flat free to replace the entire unit ($249 for full-size iPods, $199 for Minis). AppleCare is definitely worth it.

Just remember that it doesn't cover accidental damage.