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I am a photography fanatic. I love taking pictures, tweaking pictures, and finding the beauty in every day items

Wednesday, September 3, 2008

iPod Problems

WFMW
I need some help with a situation I have been dealing with for a while now. I have actually already posted about this issue and got no where with Apple, but since Rocks In My Dryer had this WFMW problem/solution theme, I figured... hey... maybe I can get some more help. It all starts with my husband being a sweet heart that saved up and bought me a beautiful video iPod. I had an old hand-me down iPod soooo.... I used my old one for a while cause I just couldn't get myself to use such a nice iPod....yea yea I am a little paranoid and O.C.D. with my nice stuff.

But finally I get my new iPod out of its box and start putting music on it all a while I drooling over it and calling it "My Precious"; but then I looked down (wiped away the drool) and noticed something. I peel away the protective plastic screen and there are monstrous scratches and cracks from the spin wheel clear up into the screen! I was floored! I was so sad...my beautiful iPod...the nicest thing that I owed....the present my husband saved up for and bought me. I started crying and worked myself up and was worried about what I was going to tell my husband because I knew he would be sad too.

I got talking with my sister later that day and she informed me that she has heard Apple has an amazing warranty and is really good about fixing things. All I can tell you is that I was so relieved and was able to calm down and stopped worrying about it.

A while later I called Apple and told them what happened and ask if it was covered under warranty and explained everything to them; How my husband had bought it, hung on to it, gave it to me a while later, then I opened it and saved it for when I needed it, and then noticed it was cracked. I was worried that they wouldn't fix it because they thought we did it ourselves. Especially since there was such a gap from my husband buying it, giving it to me, and me noticing the cracks. But the man on the phone insisted SEVERAL times that yes, it would be covered....as long as we didn't do it ourselves, which apparently they can do tests to see if it was. Such as if it had water damage or dropped hard. So... slam dunk...no problem... WHAMMY....my problems were over, it was going to get fixed because we sure didn't do anything like that.

Well, we shipped off the iPod and I couldn't wait till I got my new or fixed iPod. A few days later I get the package and was soooo excited. We open it up and pull out my brand new.....wait a minute!...... it was the SAME freakin' iPod! Curtis looks at me and we are both thinking the same thing.....what in the name of Zeus!

I get on the phone, call Apple and ask why they didn't fix my iPod. The teller 'informed' me that since the damage did not affect the usage of the iPod then it did not need to be fixed. I went on to explain that having a impaired screen of a video iPod DID, in fact, affect the usage. After about 30 mins of talking, arguing, and even some crying I was apparently wrong; video iPods don't need to have correct visible screens to be considered working, I guess. The things you learn...ehh?

So what do I do? How do I go about this? My husband saved and spent good money to surprise his wife with a present that they normally couldn't afford and was cheated out of his purchase. If this had happened to you what would be your next step? How would you handle this?

34 comments:

  1. I would have my husband call. I get too emotional and worked up, and it doesn't usually work with the mean customer service people. My husband is so good at being kind and polite to them ( I call it flirting!), and he almost always gets exactly what he wants from them. Or at least a good compromise.

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  2. I would call your local Apple store and make an appointment (they won't talk to you without one!). Consider taking your receipt if you can. You will probably get more compassion than shipping it off to a warranty department somewhere.

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  3. I would handle it by crying with you. Like I am about to do right now. That is horrible. Horrible!!!

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  4. Go to the apple store! They should give you a new one right there. They are supposed to have great customer service.

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  5. Good Housekeeping magazine helps people with this kind of stuff. There's a story in each issue of how they made some company behave reasonably.

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  6. that is terrible... you have some great advice here... hope your dilema gets solved... I had a little iPod issue of my own. I downloaded about 30 songs to my computer yesterday. And I can not find the adaptor to plug to my cute little white Nano therefore I can not play my new songs!

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  7. I agree with many of the others. Go with your husband to an apple store. Have him make a huge deal about how you have been treated thus far. Tell them at this point a repaired ipod is not going to be enough, you will also need some nice new accessories to go along with it.

    If the don't feel like helping when your husband talks then you're gunna have to bring on the tears...other customers will asking questions.

    Oooops. after typing this I realized you may not have an apple store near you. If that is the case call them and call often. Explain that new devices should not have a damaged screen out of the box.

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  8. There's services that repair problems like this and will usually work with Apple to get the warranty coverage. http://www.rapidrepair.com is one of them. :)

    I hope that you get your iPod fixed. I just got an iPod touch through work and I noticed as I was reading your post... I don't use it for the same reason! I'm scared it will get damaged and/or destroyed!

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  9. That really stinks! I like the advice given so far. But do insist that it shouldn't have a crack right out of the box. Especially when you haven't even used it!

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  10. Get an appt at the Apple Store and show them what you got; if they replace my laptop keyboard for free (twice) because the baby ripped off keys, they will absolutely replace your iPod.

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  11. okay wait... slam dunk...no problem... WHAMMY & what in the name of Zeus... you are FUNNY.

    okay problem... I would go into the store. They'll replace for you there, just to shut you up in front of the other customers. Works every time.

    ;)

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  12. aughh!!!!! THat makes me want to scream for you. That is so unfair. I'd write a letter to upper management proclaiming your dissatisfaction with the product and the service. Maybe throw in a bit about having told your blog readers and family and friends about your experience and being sure THEY wouldn't be purchasing any Apple products in the near future... LOL Sometimes the threat of lost business will make a company jump to attention and deal with things in an appropriate manner.

    I hope it ends up working in the long run, and for now, BIG HUGS, I'm sorry for you both that a fun new surprise item turned out to be such a hassle and heartache

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  13. phone back and talk to another person. If they don't agree with you then ask to speak to their manager. If that doesn't work I guess you will have to blow them up!

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  14. I have no idea. I have had my iPod nano for 3 months. It dies on me so I thought I would plug it into the computer to charge it up. It won't charge, nothing, nada! I am not a happy camper. Good luck.

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  15. I know this isn't the same company, but after many years of putting off buying a digital camera, because I didn't know which kind to buy, I finally bit the bullet and bought a Kodak EasyShare. A friend had one and recommended it to me. Turned out I LOVE IT! I had in turn recommended it to all of my friends looking for a digital camera, only to find out it was discontinued (which is probably why I got it on sale). Anyway, one day when I went to use it, the flash wouldn't work. When I went to open the battery compartment, I noticed the little door was broken to the battery compartment. Changing the batteries didn't work and because the door was broken, it wouldn't hold the batteries in snugly anyway. I knew I hadn't dropped it because I am SO careful with it. Anyway, I got on the Kodak website to see what I should do about it, and it actually gave me some troubleshooting things to try and it said I needed to send the camera in. It also gave me instructions on how to do this properly. In the meantime, I find out that my daughter dropped it. I was so sad, because they said the same thing, that if it was something that was our fault, such as dropping it, they wouldn't repair it for free, and I would have to pay for the services. Well, because I am in love with the camera, I figure I'll have to send it in. Here's the funny part, the web-site said that if they determined it was my fault, I would have to fix it, and if I decided not to have it fixed, it was going to cost me $35 to have them send it back to me, unfixed! WHAT?!?! You've got to be kidding me. Anyway, to make a long story short, I printed off the material I was supposed to send in with the camera and wrote them a sob story about how I loved the camera after many years of looking and I didn't know what I would do without it, and after some investigation, I found out my 5-year-old daughter dropped it. I sent it in, then bought a new camera on Black Friday, just in case it was going to cost me too much to fix my other one, and why would I pay $35 to get a broken camera back? In just a short period of time, maybe like 2 weeks, I got the camera back in the mail (I had heard nothing from Kodak in the meantime) and a letter telling me that the flash wasn't working because I was using the wrong kind of batteries and it had drained the camera AND the little door to the battery compartment was FIXED! They charged me NOTHING! I was so excited! I ended up selling the extra camera to my sister, because I didn't need 2. All of this to say, get in touch with them again, tell them your sob story, as I did, and hopefully you'll find someone with a heart who will help you! Good luck!

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  16. write to everyone who is anyone at Apple, threaten to tell the whole world (i.e. everyone who reads your blog) about their poor customer service, bad products etc. and then, if you have one, go to the Apple store EVERY DAY if you have to until someone helps you - make them make you go away

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  17. Oh my - people these days, sometimes I just don't understand. I think first I would cry, and then I would get a littled peeved and this is when I'd call again - when I was peeved that way I didn't chicken out. I'd hold my ground insisting that a broken screen is an issue and talk to the customer service manager if possible. Of course the advice about going to a real store is great too - but since we don't have one close that would be hard for me.

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  18. Sounds like you have some good advice here :-) I second the apple store idea if you are near one! I really hope this problem is solved for you!

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  19. I'd call the supervisor of the supervisor. And I'd keep calling until I talked to someone who helped me. Lame!

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  20. I'd have to have my hubby deal with it since I get too emotional and he's much better about being firm. He always asks for a supervisor/manager and works his way up. He also documents who he speaks too and when. That really stinks and what goofball over there thinks anyone wants to watch videos with scratches all over it?? good luck. Let us know the result!!

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  21. THAT would tick me off.

    I would have my hubby deal with it since he can be very condescending and scary when he needs to be. ;)

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  22. I agree with the others here...definitely go to the Apple store with your hubby. Make an appointment of course. They are SUPER helpful and will spend a lot of time with you. I was so impressed with the service I got. No questions asked, they gave me a new iPhone when I said that mine crackled a lot when talking on the phone. They tested it with me there and it worked fine, but wanted me to be happy.

    Let us know how it goes.

    ~melody~

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  23. Wow! That really sucks. I think I would head to an Apple store and not leave until something was done about it!

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  24. unfortunately I would talk to a person at the apple store (around the corner from my house)... they are super duper friendly there, unlike someone hiding behind the phone lines.

    Don't give up! I always try customer service more than once if I am not happy, it just depends on whom you speak with, you might be in more luck!

    Also contact the place you purchased it from (if it wasn't the apple site).

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  25. I would continue to pursue it. I have had very good experiences at my apple store. If you have a local Apple store, I would go in. If not, I would write a letter explaining what happened and that you were assured on the phone that it would be fixed. If you can get the name of someone in customer service I would address it to them-- like a supervisor or regional manager or a vice president. If you continue to pursue it I would be very surprised if it were not taken care of.

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  26. Blech! Hate it when stuff like that happens. If going to the store or sending a written complaint doesn't work - try a generic equivalent. It may not be as cool but...competition has to be good for something. Then write another letter to Apple telling them you bought a competitor's product because they were unhelpful.

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  27. I agree with the others about going to the Apple store. I would do that ASAP. If that doesn't work, I would write a factual letter to Apple customer service. Include a copy of the receipt and tell them what happened and why you deserve a new iPod. If they reject your request, send another one. Honestly, I think companies often say no the first time just to weed people out. I usually can get what I want if I just appeal it enough times.

    Just a thought! That sucks about the situation thought--especially in the meantime since it is such a cool thing to have.

    Good luck!

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  28. I do not have the answers to your problem at all. My husband gave me and ipod a year ago and I yet to learn how to use it!!! It is a hand me down but a nice one and yet I still can't seem to get it together enough to figure the thing out... I am just finally learning all this tricks to this blogging thing and that took me FOR EVER. Maybe he could go back to the store and make an exchange as long as you have the reciept and box etc... What else could you really do after the rigamoral you have already gone through... Sorry about your littl precious!!!

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  29. I'm not sure if this is helpful, but I would call them back up. Stay calm and focused. If the person you speak to does not tell you what you want to hear, ask for their supervisor. If they don't tell you what you want to hear, then ask for their supervisor. Maybe call on a Friday when they are just ready to be done for the week, and will give you what you want. Good Luck!!

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  30. First I would write a post telling everyone about it.
    Oh yeah....you already did.
    And it was fabulous by the way.
    You may want to rename the post.
    Suggestions?
    Ipod sucks.
    Ipod is the devil.
    Take a bite of me...Apple!
    Let the google searches begin.
    And pretty soon...Apple will be calling and a new ipod will be in the mail.
    That is what I hope happens for you anyway!!!
    Good luck!

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  31. I've heard about this happening a lot - they won't fix scratched or cracked screens on an iPhone either. That seems so wrong, and like such bad business! I'd go to the Apple Store too and talk to a real person.

    [Also I wanted to stop by and say thanks for commenting on my guest post @ Don Mills Diva. :)]

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  32. I don't like confrontation.
    The minute the phone call would get uncomfortable, I'd probably pull an, "okthankyouverymuchgoodbye" and hang up.

    Hey..., those people who post their complaints about products on YouTube usually get what they want. Get on your best irritated face (maybe after limited sleep or a 3 day fast), press *record* and go for it*!*

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  33. Hi Nice Blog .I've made up my mind: I'm gonna buy an MP3 player. I just don't know which one. I like the Ipod batteries, but do I really need something that small?

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