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?