My initial Complaint against Apple to BBB Purchased iPod video 60gb Dec 12, 2005. Opened after Christmas. Small dark defect in screen was visible upon opening and removing from factory packaging. This has since expanded to make entire screen unviewable. Told by Best Buy and Apple Store that this is due to abuse and factory and extended warranty will not repair or replace. I am a professional photographer and know how to handle delicate equipment. I live alone with no pets. There have been no earthquakes in the area recently. Item was never dropped, placed in pocket, or placed in luggage. The iPod WAS always in protective case. Body of ipod is as new with no scratches or other visible defects, even when inspected with magnification. Product was defective and should be replaced without cost to me. Apple Customer Service states I have no recourse, that ALL cracked screens are due ONLY to customer abuse of product - in essence calling me a liar in that I have told them I know the product has received no such external force capable of damaging even a fragile LCD display. Apples Response to BBB (and me): Thank you for your recent correspondence to the executive offices of Apple regarding the above referenced customer. The following excerpt from the Apple Limited Warranty - iPod and iSight is available at http://www.apple.com/legal/warranty/ipodisight.html: ''This warranty does not apply: (a) to damage caused by accident, abuse, misuse, misapplication, or non-Apple products; (b) to damage caused by service performed by anyone other than Apple; (c) to a product or a part that has been modified without the written permission of Apple; or (d) if any Apple serial number has been removed or defaced..'' As Mr. Light purchased his iPod from a third party reseller, Best Buy, and as such a return of the unit would need to be handled by Best Buy. All sales and refunds policies revert to the reseller. As for any warranty issues with the unit, it appears it was the determination of Apple the damage exhibited was consistent with that which is caused by accident, abuse, misuse, or misapplication. As such, the iPod is not covered under warranty. Apple considers this matter closed. Sincerely, Patrick Ekstrand, Apple Corporate Executive Relations My response to Apple’s rejection: I am a professional photographer and know how to handle delicate equipment. The screen defect was present without accidental or intentional force being applied to the screen. To presuppose that all such screen defects result from accidents or abuse by the consumer is improper. It was clear to me and others that the screen had a small defect when it was first opened, charged, and viewed. The defect was clearly created during the manufacture or assembly process since at all times the device was either encased within the original protective factory packaging or within my careful physical control. Although this small defect was visible when viewing video, the device was still quite useable until roughly handled by the Apple Store employee at the Stockton Street, San Francisco location. At that time the employee rubbed his thumb repeatedly and vigorously on the screen, both scratching the previously unmarred surface and increasing the size of the defect by several thousand percent, rendering the device completely unwatchable. The Apple Store employee stated he was trying to "rub away" the defect - stating that this technique often worked to erase small amounts of leaking liquid within the display. This rough handling by the Apple Store employee was sudden and unexpected. I was shocked that a presumed knowledgeable professional would treat this expensive and delicate device so harshly - utterly ruining the iPod right before my eyes. I have no way of knowing the level of training that the employee had received. I don't know if he was a technician or simply a clerk. I do know he wouldn't last long in the professional photography industry, handling customers’ delicate equipment so negligently. Seeing such brutal handling was painful and it left me with a now useless but expensive product. It also left me feeling betrayed and frustrated. I do not accept Apple's response to my claim and want the issue either reconsidered or addressed by more senior staff. It may be true that Apple will be able to prevail in this dispute, but I intend to seek whatever remedies lawfully available to me. For me it's no longer a matter of the loss of a few hundred dollars and the enjoyment of my iPod, but it is an issue of Apple's business ethics and their questioning of my competence and veracity. Sincerely, Phil (last name removed) Currently on assignment in California.
I understand how frsutrated you are Phil. My iRiver 20gb HDD MP3 player recently died. The HD just died. Luckily all iRiver products come with a 2-year warranty and I had the receipt (but the writing has faded..) However. It didn't come with a serial number due it being the shop model (My Dad bought it from PC World, it was the last of their stock on the model, it is not made anymore) The player has been very good to me, and I have been delighted with it, but now I feel I have been let down by it. I will post back saying how I get on with trying to send it back.. by I'm not keeping my hopes up.. PS. Phil, if you're second name is light, then you may want to edit it out of your first post, if not then forget it -Mike
The stores & manufacturers are real cautious when giving refunds. I had to leave my initial iPod at the store [bold]three times[/bold] so they could prove it was faulty and give me my replacement. Once upon a time (We're talking back a few years now), you would take your faulty mp3 player, and they would refund you with out checking the fault. These days, a refund is like a distant memory! :-(
I had a similar experiance leathal. But it took them a month( i sent it in) That is why i now buy my stuff from Bestbuy. Very good customer service. As long as there is no major dents or oviose signs of abuse they take it back.
