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

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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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Comments

21

Can anyone tell me how long it took them to get their replacements?

Posted by beatoven on October 27, 2005 at 3:28 AM (CDT)

22

What is wrong with all of you guys?, any new product is going to have problems at first, and even into the future isolated units will have issues, i believe strongly the only reason apple is doing this is because of the nano suit, because the 5g was released in black, thats why theyll take it back even if “it appears abused”... scratches, duh.  Before with the nano if you got the black and 1 week later it looks like crap then you couldnt return it, now u can, theyre doing this to aviod further lawsuits with the black 5g thats all it is otherwise this would have came out when people started complaining, not 2 days after the suit was filled, quit the apple-bashing guys comeon now

Posted by Jonathan on October 27, 2005 at 4:32 AM (CDT)

23

Scratches isn’t a big prob to me as long as everything inside the ipod is perfect. My iPod had white (dead) pixels in the lcd, and I think I should get a replacement one.
Do you know if the policy extends worldwide, coz am located in Singapore?
And for your scratch probs, just get clear protections like the iDiddy Opticover or the well-known InvisibleShield (my pick :p )...
I’m dying without my iPod and hope that they get me my replacement soon :(

Posted by beatoven on October 27, 2005 at 5:21 AM (CDT)

24

@Jonathan

I don’t accept that any new product WILL have problems at first. I’d say that the iPod photo was 99% perfect from the beginning. Sure there were syncing problems but it went to sleep properly, it actually played music when you told it to and it displayed album art correctly It was still on version 1.0 for nearly 6 months.

Posted by Daveoc64 on October 27, 2005 at 7:09 AM (CDT)

25

The reason for this new policy is obvious in view of the recent issue with scratched/cracked nanos. If Apple responds immediately to ANY complaints, no matter how vague or misdirected they get two benefits.

1. Less badwill if any problems should arise, which normally anti Apple biased media is so quick to pick up on.
2. They catch production glitches which are normal when you start to spit out high volumes of brand new products.

The end result is more goodwill for Apple and happy customers, not a bad deal with very little effort on Apples part.

Posted by cubeXpert on October 27, 2005 at 7:51 AM (CDT)

26

I spent about 45 minutes on the phone yesterday to finally get them to take back my 60g White iPod.  They were helpful and now I just have to wait on a new one.  Hopefully I won’t have this problem with another one.  For all of you complainers just relax there are always defects with electronics especially new electronics.

Posted by Jeremiah Carter on October 27, 2005 at 8:43 AM (CDT)

27

“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.”


Can you give me a link so I have some argument point going to the Apple store that I got in Toronto, Canada on the one dead pixel that I have on my unit. Thanks.

Posted by Wuju on October 27, 2005 at 9:27 AM (CDT)

28

I have had my 30gb 5G for 2 weeks now and zero issues. Anytime you have a large shipment of hardware, you are going to have some problem units. Unless people and hardware became perfect when I wasn’t looking.

Posted by lpmiller on October 27, 2005 at 9:58 AM (CDT)

29

Wuju I lost the site where I found that n didn’t even had anything to show for my iPod with 2 white pixels when I went to return it. Don’t know if they’ll give me back the same or replace it. I called Apple n they say I have to wait coz they are still processing my case.
Here’s a link to Fujitsu’s criterias for bad pixels. Hope this can help u:
http://www.fujitsu-siemens.co.uk/rl/servicesupport/techsupport/lifebook/General/PixelError.htm

Posted by beatoven on October 27, 2005 at 10:04 AM (CDT)

30

I got my new 60GB 5G on Tuesday; despite repeated attempts with a USB 1.1, it won’t load more than 1173 songs.  This is despite iTunes saying during the load process that it has loaded e.g. 5212 items - when I disconnect cable the iPod is back to reading 1173 songs…  I have never been able to view a single photo as they don’t load.  Sigh…

Oh, and Aram K., you mean you can corroborate the policy, not ‘collaborate’ it.

Posted by entelechy on October 27, 2005 at 10:05 AM (CDT)

31

Jeremiah I spent 57 minutes on the phone and two hours at an AppleCare center to convince them to take my iPod. And I still don’t know if they’ll replace it or give me the old one back. Ipmiller, I know about the problems on large shipments you’re talking about. But Apple sometimes doesn’t accept the fact that its products are faulty. I went to show them the 2 white pixels less than 24 hours after I received the item. They should have exchanged it without making a fuss out of it. Anyway I love iPods and the 5G is just the best ipod ever. Even the cheap case provided is really useful. Hope Apple will make me a satisfied customer n give me a good new 5G soon.

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

32

Is it just my 5g iPod, or is it everybody’s?When scrolling through the menu’s, especially when playing a song, my new iPod doesnt scroll as smooth, or as quickly, as my old 4g color one. Its kinda noticeable… is everyone’s like this?

Posted by WldBluYonder21 on October 27, 2005 at 11:08 AM (CDT)

33

mine is doing very well and i agree with beatoven… so far my experience with the apple store has been good.
5th gen iPod is very good and i am very happy with the product

Posted by floridante2k on October 27, 2005 at 11:18 AM (CDT)

34

I had the same data sync problem with my 60GB 5G iPod.  At first I thought it was a bad USB cable but it turned out to be the iPod itself.  To avoid waiting in line at the Genius Bar, I took my video camera and recorded the whole problem of connecting and disconnecting.  I just brought my video cam in, showed them the footage and I had a new iPod in my hands in less than 5 minutes.  My new iPod works fine.  Apple still rocks in my book.

Posted by Richard on October 27, 2005 at 11:26 AM (CDT)

35

does anyone know EXACTLY how to contact Apple to get it returned?, i ordered it from the apple.com

Posted by Dre on October 27, 2005 at 11:41 AM (CDT)

36

Dre are you Dr Dre? lolllz.
Where are you located? US?
“Defective products
If you’re having trouble with your new Apple product, please call AppleCare at 1-800-275-2273 immediately to report your defective product.”
Then they’ll tell you where to take your iPod.

Posted by beatoven on October 27, 2005 at 12:26 PM (CDT)

37

when syncing my ipod, the majority of my library became corrupted, and i lost 3000 songs, the same of which were corrupted on the iPod itself.

Posted by andrew on October 27, 2005 at 2:54 PM (CDT)

38

did u use any other app than iTunes to send songs to the ipod by any chance?

Posted by beatoven on October 27, 2005 at 3:44 PM (CDT)

39

I’ve had my beautiful, shiny black 5G 60GB iPod for less than 24 hours, and it’s already exhibiting more problems than any of the 4 I had previously (2G 20GB, 1GB shuffle, 4G 40GB monochrome, 4G 60GB color).

#1: I was driving, not even *touching* it, and the volume control went nuts, blasting it to 100% volume, then to 50%, then 0%, then 100% again, then off, making my car speakers snap-crackle-pop.

It’s done this half a dozen times this morning.

#2: The hold switch only works intermittently.

#3: I had to sync, restore, sync, restore, and sync again before my full playlist set finally copied without incident.

#4: The battery graphic indicated it was fully charged this morning (plugged into the wall with AC adapter), yet as soon as I played 4 songs, the battery icon dropped to about 40% and stayed there.

I’m heading back to the Apple store. I’m glad I haven’t sold my 4G yet, as I’m considering just returning this one instead of exchanging it.

Posted by Jason on October 28, 2005 at 3:36 PM (CDT)

40

my 60gb 5G that i ordered online the day it came out also has the sync problem with my PC. it only transfers a few hundred songs before disconnecting. it works fine when i use it with my mac but considering all of my music is on my PC this has been frustrating. hearing that this happens to other people is good news and knowing that apple is doing something about it is nice. i plan to take mine into an apple store next week.

Posted by julie on October 28, 2005 at 5:41 PM (CDT)

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