Praise for Apple’s iPod Warranty Support
Because we’re interested in sharing and hearing about users’ experiences with different parts of the iPod ownership experience, this news update discusses our pleasant surprise with an iPod warranty experience we had within the last 24 hours. We’d like to hear about your experiences - positive or negative - primarily with iPod technical and warranty support, so please use the comments section at the tail end of this message to share your thoughts.
Ugh! Time to Call for Repairs!
If you hate dealing with warranty-related repairs and replacements, join the crowd. In the past two or three years, American consumers have watched almost helplessly as their warranties have become harder to enforce, with all sorts of sneaky new corporate techniques rearing their ugly heads. Outsourced offshore technical support and warranty repair departments have become more common, as have Byzantine “resolution” bureaucracies and other downright dishonest practices.
Apple’s iPod support isn’t perfect - in fact, even though an iPod’s warranty lasts for a year, Apple mandates an unusual $29.95 “shipping and handling fee” for any iPod repair performed after the first six months, which we don’t like. And we haven’t always liked how certain “Geniuses” at Apple Store Genius Bars have handled iPod-related support issues, either - no offense to any particular Genius out there, as many of them (and most of the non-Genius staff of Apple Stores) are great.
That said, when we had to call Apple recently for replacement service, the AppleCare staff sure impressed us with three aspects of their warranty support. And because they did such a great job, we wanted to take the time to praise them here.
Our Three Good Experiences
First, given that we’re living in an age when technical support requests to companies such as Dell frequently take hours to resolve or go unanswered (not to mention underanswered, improperly answered or dishonestly answered), we were impressed by the wait time for an Apple representative: only around two minutes. The company’s AppleCare telephone menu system was easy to navigate and quickly delivered our call to a friendly, understandable human support assistant who had the authority to resolve our concern on the spot. This was especially impressive by contrast to the bureaucracy and delays that characterize so many other companies’ warranty support departments.
Second, we were happy to learn that accessories included with the iPod are apparently not subject to Apple’s $29.95 shipping fee. Apple offered to replace our accessory, which had a plastic problem we were not responsible for, without dispute, delay, or an extra charge. This too was a welcome change from the lengthy, pointless and generally dilatory procedures we’ve previously experienced.
Third, our replacement arrived in fewer than 24 hours from the time we called about it. While this used to be a common enough occurrence amongst major electronics companies several years ago, we were impressed to see it happen today.
It’s worth noting that we never mentioned that we were reporters or otherwise requested special treatment - we were just “average joes” on the phone and yet felt very well-served by the end of the call. The net result of Apple’s warranty service in this case was some very happy customers who felt even better about the somewhat higher purchase price of the iPod.
What Have Your Apple and iPod Technical/Warranty Support Experiences Been Like?
Our experiences may or may not be typical, so we’d like to hear about yours. Please take a minute to post your stories and thoughts in the comments box below.
For a complete list of Apple resources, including service and support, check our Links page.
- Live From CE Week 2014: Brand New iPad, iPhone + Mac Accessories!
- iLounge’s 2014 CES Best of Show Awards: iPad, iPhone, iPod + Mac
- Ten Things You Didn’t Know About Apple’s 2013 iPad, Air + mini Lineup
- CE Week 2013: The iPad, iPhone, iPod + Mac Show Report
- iLounge’s 2013 CES Best of Show Awards: iPad, iPhone + iPod Gear
- Ten Things You Didn’t Know About Apple’s iPad mini + iPad (4th-Gen)
If you have a comment, news tip, advertising inquiry, or coverage request, a question about iPods/iPhones/iPad or accessories, or if you sell or market iPod/iPhone/iPad products or services, read iLounge's Comments + Questions policies before posting, and fully identify yourself if you do. We will delete comments containing advertising, astroturfing, trolling, personal attacks, offensive language, or other objectionable content, then ban and/or publicly identify violators.
- Apple filing reveals executive compensation plans, earnings
- Report: Apple Watch battery life expected to be about 19 hours
- Apple outlines limited HomeKit support for non-HomeKit accessories
- Report: Apple agrees to accept product inspections from Chinese government
- IK Multimedia announces iRig Mic Studio
- NimbleBit announces Apple Watch support for Letterpad
- Apple acquires music analytics firm Semetric
- Apple terminates Crimean developer agreements due to U.S. sanctions
- Apple commemorates Martin Luther King Jr. Day
- iLounge Weekly coming Monday, sign up now
- Patriot Memory Fuel iON Magnetic Charging Case with Charging Pad for iPhone 6
- Lenmar Maven Battery Case for iPhone 6
- STM Studio for iPad Air 2
- VSN Mobil V.360 Camera
- Booq Booqpad for iPad Air 2
- Incipio offGRID Express for iPhone 6
- Incipio Tuxen for iPad Air 2
- Incipio Trestle for iPhone 6 Plus
- Urban Armor Gear Folio Case for iPad Air 2
- ZeroChroma Folio-Slide for iPad Air 2
- Can I share in-app subscriptions among family members?
- Can I cancel or ‘unsend’ sent iMessages?
- Ten Things You Didn’t Know About Apple’s HomeKit
- Reorganizing files in the iTunes Media Folder
- Exchange text messages between two iPhones with no cellular data plan
- The Booths of the iProducts Marketplace at CES 2015
- Hands-on with CarPlay at CES 2015
- iLounge announces its CES 2015 Best of Show Awards
- Five Things to Watch for at CES 2015
- Last-Minute Holiday Gift Guide for 2014