TAPs and Obsolete iPods | iLounge Article

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TAPs and Obsolete iPods

With the recent introduction of new iPods at MacWorld on July 17th, many have inquired about exchanging their existing iPod for a new one. Many were sold Technology Assurance Programs (TAP’s) under the assumption that obsolete technology was covered. Unfortunately, this is not the case. This article will attempt to explain and iron out some issues with CompUSA TAP’s and what they allow. As in many cases with CompUSA, results will vary from store to store.

The Fine Print

The most commonly purchased TAP for the iPod (however, not the only one) is the TAP for Mass Storage devices. This is indicated by the following series of letters on the receipt, “TAP 2YR C/I RPL MA.” Some people have reported only receiving a 1 year plan instead of two years. If you plan on purchasing a CompUSA TAP, please make sure you get the two-year plan.

The following text was taken from official CompUSA documentation regarding their Technology Assurance Programs. This section is specifically related to the replacement plan mentioned above (TAP 2YR C/I RPL MA):

Replacement Plans

(Available in 1 Year and 2 Year Terms- From Date of Product Purchase)

Carry-In Replacement Plan

(A replacement carry-in only plan designed for products that carry a manufacturer’s warranty of at least 90 days on Parts and Labor)

PDA Replacement Plan

([modified: it simply says the PDA requirements.])

“In the event your covered product fails to operate and cannot be repaired (including mechanical or electrical defect in your product screen), the Replacement Plan will provide a one (1) time replacement of your original product with a product of equal or similar features, specifications, and functionality. Your product must be carried into any CompUSA store location or any other authorized service center as assigned by the Administrator to obtain replacement under this plan. You must provide the store location or service center with proof of purchase documentation at the time of replacement request. On-site coverage will not be provided. If your product is still covered by the manufacturer’s warranty, you may be directed to call the manufacturer directly. To obtain a refund on your accessory kit within the first 30 days, you may return your product to the store for a full refund. Your product is not refundable after 30 days. For reimbursement of your Accessory Kit Replacement Plan, refer to the section entitled “Cancellations and State Specific Requirements.”

As you can see, there is NO mention of this program covering obsolete technology, as some have been misinformed. It is important to note that this is a one (1) time replacement of your product. Once the TAP has been used, one would have to purchase a new TAP on an iPod with a different serial number.

Old iPod, New iPod and TAP

One should be aware that Apple has currently extended the warranties of the iPod, and this action appears to be retroactive. New iPods carry a warranty of 1 year and older iPods seem to be affected by this change as well. To determine if your old iPod is still under warranty, go to Apple’s iPod Service page.

Does this extended warranty mean that CompUSA’s TAP is useless? Absolutely not. Apple’s warranty is a limited warranty that does not cover user error. The CompUSA TAP covers more user error type iPod failures with fewer questions asked. The TAP is still a worthy purchase.

Another important note about the CompUSA TAP is that simply bringing in a non-working iPod will not guarantee a replacement iPod. CompUSA will give the iPod to their service center and allow them to work on it for up to 3 days. If their service center is able to fix the iPod, the old iPod will be returned. However, if the iPod cannot be fixed CompUSA will issue, “replacement of your original product with a product of equal or similar features, specifications, and functionality.” If you are hoping to take an old 5GB iPod in that doesn’t work, and get it replaced with a 10GB model, it appears they would have to be out of similar products (i.e. any 5GB iPod).

Word on the Streets

However, this is not the end of this story. Many forum members have contacted their local CompUSA’s (including myself) and have been told many different stories. Jason Clarke (jerseyfreeze) wrote, “I went into the Richmond, VA CompUSA and asked a few questions. They said that if the iPod was, indeed, broken (although they didn’t define how much work they’d put into checking to see whether it was broken), then they would replace it with a comparable model. If I wanted to upgrade, I could pay the difference between the, say, 5GB and 10GB models (at the time of the replacement). So, I couldn’t just exchange my 5GB (which cost me $399) for a new 10GB (which now costs $399). Instead, I have to pay $100, since that’s the difference in price of the new models.”

I have differing reports from the Tulsa, OK and Overland Park, KS stores. Both employee’s that I spoke with informed me that one could not trade in a working iPod with a TAP for any reason. I was also told that if a broken iPod was brought in, it would be replaced with, “a product of equal or similar features, specifications, and functionality.”

There is a thread about this topic in the forums which includes much of this information (and probably more by the time this story is posted). The link is included below. I encourage everyone to contact their local CompUSA and then return to our forums to inform everyone what they were told.

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Comments

1

I work at one of the 7 Atlanta Metro area CompUSA’s and the policy for TAP items in this store goes like this:

If the product is broken and unrepairable, the customer will be issued a store credit equal to the purchase value of the item at the time it was bought. This credit is to be used only for the purchase of an item of equal or similar features by the same manufacturer unless the manufacturer has ceased production of the item. In that case, a product of equal or similar value, features, specifications and functionality will be offered to the customer, along with the choice of a store credit in case of a price difference.

Managers in my store are pretty lax about it, believing that customer satisfaction comes first, so read between the lines people…

Posted by etionee in GA on May 19, 2003 at 11:35 AM (PDT)

2

got my iPod from Best Buy through a famliy member whos an employee…they have a performance service plan…10 bucks more than tha TAP…and u get 4 year coverage…if it breaks n they can’t fix it…u get a new one…no questions..and they cover tha battery to…new batteries every year for 4 years…not a bad idea…and u get locked in at tht price..so if ur ipod cant b replaced cuz its obsolete…u get a credit of the amount u paid 2wards a new iPod

Posted by AJ on November 24, 2003 at 4:46 AM (PDT)

3

I hate CompUSA in Cleveland Ohio. I work for a bussiness that had warranties with them, and the service was non-existant when we needed it. A store filled with low-life scum that sell you an on-site service plan but don’t mention that it is exceeded by the manuf. warranty and so does nothing. Had another item that took them 3 YEARS to get me a new monitor.

YMMV,
Dave
.(JavaScript must be enabled to view this email address)

Posted by David Echelberger on January 26, 2004 at 10:47 AM (PDT)

4

i must admit, that i have had differing experiences in compusa every time i go in there.  some people in their store are rather friendly, others think they know everything and don’t want to bother helping us lower life forms.  and i must agree with the last post though, that many of their employees are just plain obnoxious or are more than willing to try and pass the buck to another department.  but then…there are those new guys…whenever you go into a location look for the new guys.  they are usually alot friendly, though they may not know all the details, they usually will be happy to ask their manager.  but all i know is that the guy who sold it to me, verified that if it is damaged (as long as its not in pieces) they will try to fix it, but since the ipod doesnt have any parts that are really replaceable, they will replace it with similiar newer technology. or store credit towards that.  whatever the case, the managers have been really cool, and the sales rep that helped me.  and if and when the time comes, they better replace it, with another ipod or im gonna make phone calls, write letters to everyone from apple, to compusa, to the better business bureua (sp?)

but hopefully it wont come to that. =)

Posted by miguel on March 8, 2004 at 12:59 PM (PDT)

5

i recently bought an ipod used on ebay. i was wondering if i can get a warranty from the day i purchased the ipod, or if i dont get one if its old. thanks

Posted by evan kelly on March 29, 2004 at 4:42 PM (PDT)

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