Am I over reacting?

[lm6y]

Sit down, grab a drink, and a snack, this might take a while!


I got the better half a 4gig I-pod nano last year for Christmas. It's an amazing little gizmo that sounds INCREDIBLE for it's size. It's dead as a hammer now.Won't even turn on. Let it charge for 48 hours, still no joy from it's pink, slim, aluminum body. After using Google, it seems there are some problems with batteries on these things. Not Good.

Oh well, just my luck. I buy a product that craps out on me. Been there done that. That's what warranties are for, right? For manufacturers to make good on their products, and stand behind them. I've had to do it before on other stuff.

It's inconvenient to be without that product, but they usually throw in something to make you feel better about their product, and "ease" you through this. My Magellan GPS froze up, and wouldn't unlock once. Send it back to Magellan, and got a new one in an unopend box back. No charge for anything. Great customer service. They even sent me an e-mail to makes sure the new one in the unopened box was satisfactory, and even apologised again for the first one.

Look up the serial #, and low, and behold the i-pod is still under warranty. Sweet! Just to be sure though, the apple website instructs me how to complete the 5 R's. Nope, still dead as a hammer. I fill out some info about the product so I can find where to send it to. Then a mistake pops up on my screen. They want $31.82 for taxes and shipping and handling to fix their unit that is still under their warranty!

This has got to be a mistake, right? My eyes are decieving me. It's got to be the Alka-Seltzer Plus cold medicine making me see things. Try this again.......

Nope! It says right there I need to let them charge my credit card $31.82 for the privelidge of letting them fix their product, I bought from them, and letting them honor their warranty.

This is nuts, so my awesome google-ing skills take me to Apple's website again, where I find the discussion forums. I then post this: http://discussions.apple.com/thread.jspa?threadID=1292567&tstart=0 .

Sure, the Host had to edit my post because I said Mr. Jobs can kiss my @ss, but I exchanged my hard earned money, for his visually appealing product. That makes us friends right? What's a little fun between friends. I see worse here on good ole Pelican O/T.

Then a customer service representative named Deggie responds, and really tries to help. Deggie also tries to sell me an extended warranty for $79. Deggie assures me that for the $79 shipping and handling is included. I explain to Deggie I already have a warranty that isn't being honored to my satisfaction, so why would I want to send them $79 for another warranty that may, or may not be honored to my satisfaction.

Deggie's not understanding the principle of the matter.

Apple's website doesn't have an option for the type to appear in green like Pelican does.

Apparently, the lack of green type, highlighting my sarcasm pisses Deggie off. Deggie really is into the I-life thing. How dare I act like one of Mr. Jobs' products could possibly be defective, and point out that many more are too!

Deggie posts a snippy but very polite answer. Deggie doesn't back down, or run to the mods crying that I'm a troll. I like Deggie. Deggie really is good at customer service, even if Deggie's company isn't

I am forced to use the quotes option to answer some of Deggie's comments.

I even make it a point to let Deggie know that I'm not mad at Deggie, just Apple's customer service.

Maybe Deggie will reply, or at least acknowledge that I'm not mad at Deggie.


So am I expecting too much from Apple? I mean I'm not looking for support for an i-phone that I illegaly un-locked and ruined. I don't even want a new one, I just think that charging a customer shipping and handling and tax to fix a screwed up product is kind of crappy.

With that being said, I'm sure I'll take it up the butt, and send it in. She loves that damned pink I-pod, and wants it fixed.

Thanks Mr. Jobs, Merry Christmas.............................

[K. Roman]

I don't think you are over reacting, I think you are being very passive-aggressive.

Look at your warranty carefully to see if it states that you incur the shipping charges. If it doesn't say anything about "customer pays shipping" then bring that up and let all hell break loose.

The squeeky wheel gets the grease.

[Drew001]

I think that your keyboard might be broken or malfunctioning because each time you type iPod, iPhone ot iLife it somehow inserts a hyphen. Interesting! (j/k).

Also, I don't see anywhere that deggie is an Apple employee or customer representative. I believe that he's just another helpful user in Apple's Discussion forums.

Overreacting? I don't know.
I understand your frustration, that's for sure, but iPod batteries can be killed easily if you always charge them.
The battery needs to be charged, used until almost discharged, then charged again.

[gr8fl4porsche]

I don't know how close you are to a local apple store, but when my Ipod crapped out I walked into the store, handed them the pod, they plugged it in and asked me if I wanted another one. They went into the back room, came out with a new one in a plain cardboard box and out the door I went. From the packaging you could tell they refurbish the broken ones and use those as replacements.

I just sent back a Denon DVD player for warranty. Had to spend about $13 for shipping. Took over a month for them to get it back to me from a service center near Chicago.

[stomachmonkey]

Go to an Apple retail store.

[lm6y]

K. Roman, not passive aggressive at all. Just trying to be humorous, and vent. We've all been there, and will be there again. I just have an address there.



Drew001 you are exactly right. Deggie DOES NOT work for Apple. Deggie is just someone trying to help. Another user on the Apple board pointed this out.

This makes me like Deggie even more. There is hope on this planet after all.


Stomach, the nearest one is 125 miles away, so that's out.

[Drew001]

Unfortunately, it seems he doesn't have one near him:

No Apple store anywhere near here, so that's not an option.

That would be the best and easiest solution.

[tab tanner]

This is how I would handle the problem http://www.youtube.com/watch?v=B8H29jU8Wrs

[MRM]

Yes you are. Pay the money and move on. Think of it this way: how long does it take to earn $31? Haven't you spent more time than that on it? Not to mention the frstration factor. Take a deep breath, vow never to buy Apple again, send in the device and money, take the good karma and know that somewhere, some how Steve will get his.

[Scott R]

I've been in IT for 17 some odd years, and by far the hands down worst customer service, and warranty belongs to two companies, Apple and Packard Bell. Sorry to hear about your troubles.

[john70t]

There are other companies that make portable mp3 players. With no DRM.

[WolfeMacleod]

As a product manufacturer myself, I don't think he's over-reacting. My product craps out, I replace it.
Heck, I even replace them when they don't crap out. If someone orders something and it turns out it just isn't right for them, they send it back and I rebuild it into something different that hopefully will work better for them. If it still doesn't work just right for them, I do it again.
It's all in the freakin' customer service.

[Aurel]

Li-ion batteries will last about 500 cycles. Some bad batches made in China last sometimes less. One year battery life is normal if the device is used everyday. I would just try to find the best replacement Li-ion battery. Apple does not make the batteries, and I bet they use various sources. Instead of spending the 31 bucks for shipping the ipod back, I would just buy a replacement battery. You will need one eventually anyways. Or, like others have said, take it to an Apple store and maybe they will replace the battery at no charge since it is still under warranty.

Aurel