I bought an ipod in November and the dang thing has never worked. I know, I know, I know, that everyone else just loves their ipod and I won’t argue with any of you. I’m glad for you that you got a good one. I’m angry that I got a lemon.
The problem, in case you’re interested, is that the battery won’t take a charge from the converter. My son eventually figured out that it will take a charge from our computer, but it only lasts for about an hour, not the eight hours I’m supposed to get.
I’ve spend countless hours on the phone and at the Apple store with customer support. I’ve shipped it back to them twice and both times they returned it and said it was fixed. It wasn’t.
Now they say they’ll give me a “new” one, but they don’t seem to want to send me the shipping labels so I can send the old one to the right place. And it won’t be a new one anyway. At best I’ll have a refurbished one. I’m not sure I’ll still have customer support since the 90 days is over. I’m not even sure I’ll ever get the shipping labels.
I feel like an idiot for the amount of wasted time and energy to this point. The trap is that you never know at the beginning that it will take this long. There’s always the possibility that after another five minutes the whole problem will be resolved and it would be a shame to throw in the towel now. But if I’d known it would take this long I probably would have just said I goofed and go on to something else.
First, while you only have support for 90 days, I’m pretty sure you have a warranty for a full year.
Second, even if that warranty was up, if they have still not fixed the problem that you reported prior to the expiration of the warranty, they’re still on the line for it. And all time you are without your device should be added to the end of the warranty. They can’t stall you out of your warranty.
It’s too bad that you’ve had this many problems with Apple. I’ve had great experiences with their support. I had a faulty iBook that had to be sent back several times (they did fix it each time, but it remained fixed for days or weeks only). They eventually replaced it for me. Brand new one.
I’d call and ask to speak to a supervisor, and then explain what has happened. If they’re busy, request that they call you back when available. They will do so, and they actually have the power to fix things. First level support drone really can’t do much besides basic scripted stuff. Be polite but firm.
If you live in or close to a large metropolitan area, chances are there’s an Apple Store around. Take in into the store, to the Genius Bar. Tell them what has transpired. They will do their best to make it right. They are techs, not sales. They are willing to help with almost any problem, or they know where to actually get help, not retoric.
Good Luck.
I’d definitely try to hike into one of the Apple Stores and talk to either a manager or one of the “Mac Genius” tech support guys. It’s said that Apple’s policy on defective iPods is to simply take the lemon off your hands and give you a new one, no questions asked (assuming it’s still under the warranty, of course).
In my experience, if you simply find a live Apple employee, calmly explain your problem, and make it clear you’re not satisfied, they’ll bend over backwards (figuratively) to make things right for you.