Apple relaxes return policy on 5G iPod, reason unclear | iLounge News

Apple relaxes return policy on 5G iPod, reason unclear

Following a series of complaints from consumers regarding the company’s policy on iPod nano returns, Apple appears to not be taking any chances with the new fifth-generation (video) iPod when it comes to customer satisfaction. According to a report published by AppleInsider, the company recently told Apple authorized service providers to replace new iPods that exhibit “any type of hardware failure,” including “those that would normally be classified as abuse.” For a short period of time, Apple will be “evaluating all forms of hardware failure on the recently announced fifth-generation iPod,” the company reportedly said, and will take back any fifth-generation iPod reported to have a problem. The company did not immediately respond to a request for comment.

Two iLounge editors and a number of readers have reported data synchronization problems with their new iPod units, which appear to be hardware related. Problem units fail to fully transfer music libraries from a host computer, halting 500-2000 songs into the process. When replaced with new units, no synchronization problems were evident.

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I have something wrong with updating my 5G. Where on the apple site do I get the contact information to report this? All I want is just one that works properly. Thanks.

Posted by Jesse Moore on October 26, 2005 at 5:41 PM (CDT)


I returned a 5G because it had a bad pixel. Everytime there was a dark scene in a video this one pixel would stay bright.  No sync probs though.

Posted by Alan3000 on October 26, 2005 at 5:45 PM (CDT)


I can collaborate this policy!

I phoned AppleCare today for a faulty hold switch and was escalated to a higher level technician as the paperwork was being filled out for me to send in my iPod.  The higher level tech spoke with Apple Sales for me and helped put in a replacement for a brand new iPod.  Overall time speaking with the three different support agents was just over 40 minutes but I’m happy to know that I’ll be receiving a brand new iPod one instead of a refurbished one.

Posted by Aram K. on October 26, 2005 at 5:52 PM (CDT)


Wow, this is new. I have that data synching problem on my 4G colour, called Apple and all they did was give me a new USB cable: not even a firewire cable.

Posted by goodbaum on October 26, 2005 at 6:05 PM (CDT)


if i call due to my problems and they decide to replace it, do i have to pay to ship mine back? can i get one to replace it before i send it back as i’d like to not be without a music player for a while…

Posted by Gregory on October 26, 2005 at 7:31 PM (CDT)


I was having trouble with general use of the iPod (5 gen). It would not play when it was pushed, instead it would cycle through all the songs in a playlist without playing them. It would also stutter and act slow. Videos would sometimes not start, but instead sit there for a long time before taking you back to the video list.

This morning I restored the iPod, and it is now working like all previous iPods have ... very good.

Posted by luke on October 26, 2005 at 7:39 PM (CDT)


Im hearing a HD clicking when i change albums and movies, its preety loud its like a click when you hit it with your nail. should i be worried? could i go to the store for a exchange instead of going through shipment?

Posted by Bob on October 26, 2005 at 8:08 PM (CDT)


I just canceled my order for the new 5G ipod becasue this sounds to me like the tip of the iceburg for problems and bugs.
I’m going to wait a little bit before i buy another one and make sure they iron out all the problems and have more video compatibility.

Posted by Mike on October 26, 2005 at 8:29 PM (CDT)


Meh. Nothing for nano owners. I’ve kept mine in a good homemade case since I got it, and now it’s so scrathced I can hardly read the screen! That’s Apple, always screwing over the consumer.

Posted by surfingelectrode on October 26, 2005 at 10:19 PM (CDT)


I’ve had absolutely no problems whatsoever with my 30GB 5G.  I have over 12GB worth of music and videos on it so far and it syncs with iTunes just fine and works great.  Hopefully those with defective units will get perfectly working ones soon enough.  But it’s certainly not a problem that affects all 5G iPods though obviously.

Posted by Rob on October 26, 2005 at 10:29 PM (CDT)


My 60 gig 5G ipod is very buggy. Songs suddenly stop playing right in the middle and the unit then skips to the next song on the list, and I randomly get a loud static noise that nearly deafens me! All of these songs play just fine on my old 40 gig model.

Posted by Eric on October 26, 2005 at 11:31 PM (CDT)


Now I’m wondering if I should even open up the 60GB 5G I just picked up, or simply return it for the full refund (didn’t realize that the Apple Store charges a 10% restocking fee) and wait like Mike above is doing.

Damnnation, and my 40GB 4G is bloody full, too.

Posted by flatline response on October 26, 2005 at 11:54 PM (CDT)


I read a message on a board today from a guy that said he deafened his girlfriend he passed the Headphones to her and a loud whine came out, I though he was kidding. I canceled my 5g this week I ordered an Archos AV5100, I had my eye on one for awhile got a good deal and bit. glad I did.

Posted by Scarpad on October 27, 2005 at 12:10 AM (CDT)


My 5G had actually beed ordered for 12 days, and luckily it hadnt shipped so i could cancel it.  I had been waiting for over 8 months for a new ipod to come out due to the fact i had returned my old ipod under an extended warranty.  Ever since i ordered the ipod i have been thinking about canceling it.  Just reading reviews at this site, and other sites makes it sound like this ipod was rushed out, and in my opinion not completed. 

Now i feel out of luck, dont know if i will wait for the 6G to see if they can get it right or if, god forbid, i start looking at other brands of music players.  Ever since they started cutting out accesories like the dock and now the power charger it seems like they have been moving down the wrong path. 

They dont listen to what we want, they produce a product and sell it solely on the older ipods sucess

Posted by Mike on October 27, 2005 at 12:10 AM (CDT)


I am probably going to have to replace my new 30gb Video Ipod My 3g 10gb was the only Ipod that never had any problems but my mini and this Ipod have problems but the new Ipod is amazing.

Posted by AC1RIDER on October 27, 2005 at 12:17 AM (CDT)


For what it’s worth, both of the editors who received damaged units did not have the problem with their second units, and most of us have not had the problem at all. It seems to be in isolated units.

Posted by Jeremy Horwitz on October 27, 2005 at 1:20 AM (CDT)



Posted by D on October 27, 2005 at 2:14 AM (CDT)


Got a new Nano 3 weeks ago-scratches very, very easily, and photots change from b&w to colour intermittently.  Apple have twice told me they would replace it, and then told me they couldn’t find a problem and have sent it back.
I have been using Apple stuff for 5 years now-I own an iBook and this is my 3rd iPod.
Never had a problem till now.  Never had such poor customer service with any compnay until now- both from Apple Australia and the call centre in India.

Posted by Daneal Blicblau on October 27, 2005 at 2:30 AM (CDT)


i got my 60gb ipod yesterday and the hold button is faulty. if i’m lucky, i’ll get the lock icon to come up for about half a second and then it’s gone again. i bought my ipod at compusa (down the street from the apple store in sf because they were all out of 60gb ipods). I hope they take it back.

Posted by y on October 27, 2005 at 2:57 AM (CDT)


I got my iPOD last Friday but had to return it on Saturday because I had 2 bright pixels which appeared on the screen when i displayed a dark picture or video. Phone AppleCare and they said they only replace if there are a minimum of 3 white pixels. I made a search on google and saw that the industry policy on this is that even 1 dead pixel had to be replaced for a screen less than 3.5 inches. Called them again. Went to AppleCare centre. After 3 hours I was able to get them to take it. Now I’m still waiting for a replacement one, 5 days after I left it!

Posted by beatoven on October 27, 2005 at 3:24 AM (CDT)

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