Welcome to the MacNN Forums.

If this is your first visit, be sure to check out the FAQ by clicking the link above. You may have to register before you can post: click the register link above to proceed. To start viewing messages, select the forum that you want to visit from the selection below.

You are here: MacNN Forums > Hardware - Troubleshooting and Discussion > iPhone, iPad & iPod > No Sound Ipod

No Sound Ipod (Page 4)
Thread Tools
Fresh-Faced Recruit
Join Date: Jul 2009
Status: Offline
Reply With Quote
Jul 20, 2009, 02:51 PM
 
I had the same problems I followed the steps you listed and in no time at all I was on the phone with a specialist. It appears they have changed their protocol minorly. They will be sending me an empty fedex box with pre paid shipping for me to send them my ipod. When they recieve it they will test to see if they can reproduce my problem and see if there is not water damage. Upon which they will mail me a replacement. The specialist said "If he were a betting man, he would give me a 70% chance of getting a new ipod"
So thank you for the help, ill keep my fingers crossed.
     
Fresh-Faced Recruit
Join Date: Jul 2009
Status: Offline
Reply With Quote
Jul 23, 2009, 01:42 PM
 
Hey guys, Just to let people know that i live in England and having called up Apple with the same issues, without any real debating they agreed to repair/replace my ipod. Really pleased as the warrenty is out of date by two years and the ipod is in pretty shitty condition.

I just said to them that i had done pleanty of research on forums etc and that seemed to swing it without any problems.

Cheers people, seems you yanks are good for something hehe
     
Fresh-Faced Recruit
Join Date: Jul 2009
Status: Offline
Reply With Quote
Jul 23, 2009, 02:49 PM
 
Originally Posted by JackieJeter777 View Post
I wanted to register to share my story too because it helped me but also for those that may have the same issues I had. Add me to the list of success stories...

BUT NOT SO FAST!

The first time I called I got this guy, "Eddy," who while nice, seemed to have no idea what I was talking about. First he talked about the warranty of course....I got my iPod video 30GB when I graduated high school and I'm a rising senior in college. I told him there was a warranty exception for this one and explained the issue and he said he wasn't aware of any warranty exceptions and started referring me to the Apple store. I asked for a Product Specialist and he said "I am a Product Specialist!" LOL I doubt it! If he was, he had no idea what I was talking about. I even explained that there were many cases like this that I read about online of people who also had their iPods 2+ years out of warranty and I wanted to be helped like they were...he apologized but I got nothing.

I was depressed, but I knew that because of all these success stories if I just tried again maybe I'd get somewhere. Well, true enough, I called again. This time I got a girl named Asha I think (I think she sounded Indian - and she WAS VERY HELPFUL). She of course started to talk about the warranty but as soon as I started to explain the issue and mentioned the corner thing she clearly knew immediately what I was talking about. Asked me to wait because she was going to transfer me to a Product Specialist. SCORE.

Then I got Mr. Adam on the phone and he was really nice, clearly knew what I was talking about. He even explained the issue to me and mentioned that "Apple stands behind its products" and therefore...and I basically got the same thing. I send in my iPod so they can make sure its not run over by a truck lol (they expect normal wear and tear and scratches) and they send me a new one (with my engraving)!

I'm so pumped. I don't care if they send me the exact same model or the new 120GB since it seems like they don't do the 30GB's anymore. It'll be sad to be without my iPod for some time, I especially need it for the gym, but I am very happy to be getting a new baby!!

Sidenote: Adam said the refrigerator trick is actually not a good idea (even though it did temporarily work for me), lol.

Anyways, I'm very pleased with Apple. This is the first issue I've had with my iPod in the like 3 years that I've had it and I'm getting a new one baby!

I LOVE THE INTERNET. Finding solutions to my problems like this. =D

Good Luck to all who encounter the same problem. If you get an "Eddy" before you get an "Asha/Adam" combo...just try again! Not to sound all info-mercial like, but THIS DOES WORK! LOL!
I am in the exact same position; bought it when I graduated high-school and am also a rising senior - I don't want to buy a new one!

It worked!!! Yes!!
     
Fresh-Faced Recruit
Join Date: Jul 2009
Status: Offline
Reply With Quote
Jul 28, 2009, 10:00 PM
 
Count me as a believer. I passed my 60G ipod on to my daughter and one day said it had no sound. Later found out it started to act up after she left it in her car and got hot. Did an internet search and found this forum and thread. Pushed lower right hand corner and low and behold, sound but only temporarily. Read further and decided to call Apple. Service rep said bla bla about out of warranty and them I asked to speak to a product specialist. Was put on hold and the rep came back and said I did not need to speak to a specialist, he would handle the free replacement with free shipping.
Box will show up in a few days and I have to send mine in and they will send a replacement. No statement about first examining the ipod.
     
Fresh-Faced Recruit
Join Date: Jul 2009
Status: Offline
Reply With Quote
Jul 31, 2009, 11:35 AM
 
Thank you very much for your detailed post.

I had the same problem last week and followed your guidelines (UK based) and low and behold I received a replacement 5th Gen ipod classic 80gb by post yesterday. Absolutely delighted as my faulty model was nearly 3 years old.
I hope others follow this post and are successful.

Cheers
DT
     
Fresh-Faced Recruit
Join Date: Jul 2009
Status: Offline
Reply With Quote
Jul 31, 2009, 12:58 PM
 
I registered on here to specifically thank btheb for passing along his knowledge and instructions.

I followed them to a 'T' and got a wonderful response from the Apple people.

Trina and Martha were the TWO I spoke with. My experience was G-R-E-A-T.

My call time was 28:25 and it was well worth the wait.

Kudos to btheb and if anyone doubts this doesn't work, TRY IT!!!!!!

To quote The Monkees----'I'M A BELIEVER"!!!!!!!!!!!
     
Fresh-Faced Recruit
Join Date: Jul 2009
Status: Offline
Reply With Quote
Aug 3, 2009, 09:31 PM
 
Originally Posted by JackieJeter777 View Post
I wanted to register to share my story too because it helped me but also for those that may have the same issues I had. Add me to the list of success stories...

BUT NOT SO FAST!

The first time I called...
This just in: brand spankin' new iPod in my hands. Thanks again to everyone.
     
Fresh-Faced Recruit
Join Date: Jul 2009
Status: Offline
Reply With Quote
Aug 10, 2009, 11:29 AM
 
UPDATE:
Got the replacement today from FedEx.

It's the same generation of iPod and it works!!!!

Thanks again, btheb!!!!!

The knowledge is appreciated and it's been passed along.
     
Fresh-Faced Recruit
Join Date: Aug 2009
Status: Offline
Reply With Quote
Aug 14, 2009, 07:06 PM
 
I called Apple on August 10, 2009 about the problem on my iPod. The representative I was speaking to told me that my product was out of warranty by over 700 days. He told me to stay on the line while he looked at my options for repair. He came back on about 2 minutes later with a product specialist named Derek. Derek than told me that they were "willing to make an exception" in my case. They were going to repair my iPod, and in the case that it "cannot be fixed, it will be replaced". I asked him that if it was going to be replaced, whether I would be getting a brand new iPod or a refurbished 5th gen, and the storage capacity. He told me that he would not be certain until the repairs were complete.

Two days later I got my empty box in the mail with a lengthy piece of paper stating shipping instructions and terms and conditions of repair (data may be lost in repair process, etc.).

Today (August 14) I received an email around 2PM stating Apple has recieved the iPod and diagostics were pending. About 3:30PM I got another email stating "Issue identified and Product Replacement pending".

Will update when iPod is received and whether it is repaired, refurbished, or new, and what size it is.
     
Fresh-Faced Recruit
Join Date: Aug 2009
Status: Offline
Reply With Quote
Aug 24, 2009, 06:46 PM
 
I also had to create an account just to show how grateful I am for all of you who shared your stories, and for Apple and the fact that they stand behind their products.

I followed the instructions given by the user btheb on the 1st page of this thread.

I called and told them that I knew my ipod was out of warranty, but I am having this issue where the ipod is playing but won't play any sound through any port, and if I pressed on the right bottom corner, sound would come out, and that I had done a lot of research on this issue on apple forums and such and had read that at least 30 different people with the same ipod with the same problem have gotten replacements because it was seen as a manufacturing defect and they stood behind it. The lady was very nice and she said she hadn't heard about it but was going to talk to a product specialist to get me taken care of. 3 minutes later, she comes off of hold with a product specialist, and the product specialist tells me that its a manufacturing defect, and they are overnighting a box for me to ship my ipod back to them for free. She took my address and gave me a product replacement number, and my new 30gb ipod will be here 4 days after they receive mine.

If you get someone who won't cooperate or something like that, CALL BACK AGAIN! It is true! I think the key too is to tell them how many times you have read that this is successful.

Thank you all again, and have a great day!
     
Fresh-Faced Recruit
Join Date: Aug 2009
Status: Offline
Reply With Quote
Aug 30, 2009, 08:23 AM
 
Many thanks to bthed. I followed the procedure given since I had no sound at all coming out of my Ipod 80 Gig. It worked! I didn't even have to speak to a product specialist. The person who answered the phone put me on hold and contacted a specialist, came back a few minutes later and took down my details for sending me a replacment Ipod which works excellently.
     
Fresh-Faced Recruit
Join Date: Sep 2009
Status: Offline
Reply With Quote
Sep 14, 2009, 03:00 PM
 
I also just created an account to say THANK YOU all for the info. I've been getting sound from only ONE earbud from my 30gb Video for MONTHS now!! Recently the sound I do get is cracking and cuts out when it feels like it. I followed the steps, called the number, spoke to a CS rep who immediatly connected me to a Product Specialist who in turn, put me on hold for a few minutes. Came back on the line, told me there is an issue with a lot that was made and that my IPOD V/N number was in that batch, and that I'd be receiving a new IPOD in exchange for mine. He then took my info, I received the postage paid return box 2 days later and shipped it off today! I was told I would receive the replacement within 4-5 days. I'm ecstatic that APPLE is standing behind their product and rectifying the situation at no cost! I will keep you updated as to when and what I get the "replacement" ! thanks to you, BTHEB for sharing the info!!
     
Fresh-Faced Recruit
Join Date: Sep 2009
Status: Offline
Reply With Quote
Sep 16, 2009, 03:24 PM
 
GUESS WHAT I'M LOOKING AT!!! I JUST RECVD MY BRAND NEW IPOD!! FEDEX JUST DELIVERED IT! I AM IMPRESSED AT HOW FAST THIS WAS ALL TAKEN CARE OF!!! IF ANYONE HAS DOUBTS ABOUT IT WORKING .. DON'T! IT WORKS!! WHAT DO YOU HAVE TO LOSE?? NOTHING! YOU JUST GAIN WHAT IS RIGHTFULLY YOURS TO BEGIN WITH.. A FUNCTIONAL IPOD !! THANKS AGAIN!!
     
Fresh-Faced Recruit
Join Date: Sep 2009
Status: Offline
Reply With Quote
Sep 16, 2009, 03:45 PM
 


Same exact issue on my 5th gen.
Took your advise.
Just got off the phone with Apple Support - took about 10 minutes total. Told the tech support about the issue (right corner hold and freezer making the sound come on) and need to talk to a product specialist. Explained to him and bang - arranged for a return box to get to me TOMORROW!!!!
You guys rock!!!!!!!!!
     
Fresh-Faced Recruit
Join Date: Feb 2007
Status: Offline
Reply With Quote
Sep 17, 2009, 02:39 PM
 
Thanks to EVERYONE here, successes and not-so successful.

If you had talked with Apple in the past, and failed to get satisfaction, I urge you to try again.

Be patient. Be calm. Explain in detail what is wrong. I mentioned that I had read in the Apple and MacNN forums about a "known defect" in ipods that mine now seemed to have, and explained what mine did (and did not do). I only needed to talk to the first-line customer service person, who then put me on the line with a "product specialist" (ask nicely if you could confer with a product specialist, if the first person does not offer that!) who then proceeded to collect my information and informed me that my shipping box was on the way.

I wanted you all to know that Apple is still doing right by the owners of these dys-functional ipods. The wheels are in motion to replace my broken ipod 5g 30gb (no sound, except when cold or pressing the case just below and right of the "next" side of the click-wheel)

last time I was posting here, I was cooking G3 ibooks to try to recover usability after a defective solder joint on the graphics chip (sound familiar?) caused the video signal to go out. I was ready to attempt my micro-soldering skills on the audio chip when I began to see postings regarding Apple's acknowledgement of the defect in this model ipod. HURRAH! I don't have to cook my ipod!

thanks again to all.

raynman
     
Fresh-Faced Recruit
Join Date: Sep 2009
Status: Offline
Reply With Quote
Sep 23, 2009, 02:52 PM
 
Thank you very much. I was on the phone a total of 12 minutes and had a return box on the way to my house. Just the mention of the mfg defect and pressing the bottom right of my iPod got me a hold of 3 minutes and a specialist. My iPod was purchased from Apple in 2006 and was a refurb. Thanks for the again.


Originally Posted by btheb View Post
This is from a post at apples site where alot of people have the same prob. I tried it and it worked!they are sending me a box to send it to them and supposedly I'll get a new one with a 90 day warranty. My ipod is out of warranty.See below

Take your iPods out of the freezer...Apple has finally acknowledged this problem and are doing something about it!

After my first call to Apple almost a month ago, I was quite mad with Apple and their Customer Service Reps and resorted to dusting off my battery-eating CD/mp3 player. Today I finally decided to brave the hold music and try again, and actually got somewhere - I should be receiving an e-mail from a Product Specialist tomorrow with details on my replacement iPod.

As many people have seem to have reached dead ends after calling Customer Support (myself included!) I thought I would share the plan of attack that worked for me:

1. Call the Customer Support for iPod number: 1-800-275-2273. I just kept hitting 0 so I didn't have to listen to the automated iPod diagnosing junk.

2. Tell the first person you speak with that your iPod no longer has any sound. Explain that when you apply pressure to the lower right hand corner of the iPod the sound will return, but when pressure is released it goes away again. Tell them it is a manufacturing defect and that you would like to speak with a Representative who can refer your case to a Product Specialist. (If they tell you your product is no longer under warranty, let them know it does not matter in this case, and to please go ahead and transfer you).

3. The Customer Care Representative. Tell them everything you told the first person. MAKE SURE YOU TELL THEM ABOUT THE PRESSURE ON THE CORNER ISSUE! This is apparently key to them understanding/diagnosing the problem. If they say they have never heard of it being an issue, tell them it was only recently (within the past month or so) noted by Apple, and that the Product Specialist/Engineers should know exactly what the deal is.

4. At this point, they should be telling you that they see it is in fact a problem, and that there is something that can be done! If they are still giving you the run-around, let them know it has definitely been noted by Apple and that you would like the matter to be handled properly! If you need to, ask them to refer you someone else, and to refer you to the Product Specialist regardless of whether or not they are informed on the issue.

5. Hopefully by now you should have been either referred to the Product Specialists, or the Representative will have talked to them for you. The woman I spoke with just put me on hold for a few minutes while talking to them, and returned to tell me that I didn't even have to speak with them myself, and to just give her my address and E-Mail. She said someone would be contacting me shortly and that I should receive a new iPod within a week or so. She apologized for my treatment before and was very polite and helpful.

In all, I was on the phone for a little over 30 minutes, and most of it was holding before reaching the Customer Service Rep. Compared to the almost 1 1/2 hours before with no results, it was like night and day. Hopefully this can help some of you guys out, even if you've called before. The Rep even deleted my previous "case" and gave me a new one. Just be straight to the point and tell them exactly what the problem is, and what needs to be done. Good luck!!

Windows XP
     
Fresh-Faced Recruit
Join Date: Dec 2007
Status: Offline
Reply With Quote
Sep 23, 2009, 03:30 PM
 
Took about 10 minutes. they immediately acknowledged the problem and said they would send out a box. One question, they said they would try to fix it or send a replacement. Those of you that have recently done this, did you get your original ipod back repaired, did you get the same model but a different ipod, or did you get a newer model? I've seen a few different things so i was curious.
     
Fresh-Faced Recruit
Join Date: Oct 2009
Status: Offline
Reply With Quote
Oct 4, 2009, 05:50 PM
 
I'm another one who just registered to say, "thank you". I'm getting my iPod replaced thanks to you guys. This information was awesome. It's very cool when something like this happens.
     
Fresh-Faced Recruit
Join Date: Dec 2007
Status: Offline
Reply With Quote
Oct 6, 2009, 05:17 PM
 
It's been 8 days now and the status of my repair/replacement still says "replacement pending". How long did it take you guys to get your ipods back after apple received them? It's taking forever i feel like when they should just be sending a new one out to me.

-Josh
     
Fresh-Faced Recruit
Join Date: Oct 2009
Status: Offline
Reply With Quote
Oct 11, 2009, 08:12 PM
 
Btheb, thanks very much, i called today about my 5th gen 30gig ipod video not having any sound, and after about 15 minutes on the phone, they said they would replace it, the pre paid package is already in the mail. thanks again
     
Fresh-Faced Recruit
Join Date: Oct 2009
Status: Offline
Reply With Quote
Oct 13, 2009, 05:40 PM
 
800+ days out of warranty and Apple is standing behind the product.
No run around, just described the problem and was connected to a product specialist without even asking.
Box is in the mail, Thanks guys for the info, the instructions on how to describe the problem were a big help.
And Kudos to Apple for standing behind their products. Too bad the people who have problems with their X-Boxes from Microsoft don't get the same kind of care. (trust me, people are freezing their X-Boxes...)
     
Fresh-Faced Recruit
Join Date: Oct 2009
Status: Offline
Reply With Quote
Oct 19, 2009, 08:24 PM
 
So happy I found this. I came real close to taking my son's IPod apart to try to solder the loose connection, but instead called Apple using the phone # and instructions posted by btheb. Awesome service from Apple. They are sending a FedEx box to return the defective IPod and will repair or replace. They gave me a repair ID and I can track it on the Apple web site. The whole process took 15 minutes, at the most. Thanks btheb and thanks to Apple for standing by their products!!
     
Fresh-Faced Recruit
Join Date: Oct 2009
Status: Offline
Reply With Quote
Oct 25, 2009, 10:47 PM
 
btheb

I called last thursday and they sent the box for me to send the audioless ipod. I did however open the ipod and i dont know if they'll still replace it, i read a couple of posts here where they also opened their ipod and they still got it replaced so im hoping i have the same luck, im mailing the box tomorrow morning(monday). Will post what happens next, im sure others have opened it and wonder if it's worth a shot. See you guys in a couple of days.
     
Fresh-Faced Recruit
Join Date: Oct 2009
Status: Offline
Reply With Quote
Oct 27, 2009, 02:18 PM
 
i just took 25 minutes with apple and they are sending me a fed ex box to send old one, then they will send one in 4-6 days. thank you everyone! and thank you for the detailed call in information....we all get what is fair: WE pay for an ipod and expect them to work ...btw I own a Toshiba Gigabeat 30gb. (video) and it kicks ass>> also, Apple's uses toshiba hard drives.....that's cool!
     
Fresh-Faced Recruit
Join Date: Oct 2009
Status: Offline
Reply With Quote
Oct 27, 2009, 06:55 PM
 
Hey all,

Advice sounds very promising. I'm in Ireland and gonna try it tomorrow.

I rang today before i read all this and only got a promise of a replacement for E170 (RRP E230).

Will post up my results tomorrow.

Cheers everyone...especially btheb.
     
Fresh-Faced Recruit
Join Date: Oct 2009
Status: Offline
Reply With Quote
Oct 28, 2009, 01:10 PM
 
They have received my ipod and are diagnosing the problem or so it says on my repair status. Hopefully they will replace it. The uncertainty is killing me lol

UPDATE ----- Order Status says, Replacement Product Shipped but in the email said the repairs were maid,i would obviously rather get a new ipod but as long as i get one that works im good, will make a final update tomorrow
( Last edited by nekyo; Oct 29, 2009 at 03:43 AM. )
     
Fresh-Faced Recruit
Join Date: Oct 2009
Status: Offline
Reply With Quote
Oct 30, 2009, 02:46 PM
 
Just wanted to post a "thank you" to this forum as I had the exact same problem with my 5th Generation 80GB Ipod - suddenly no sound, everything else working and when you squeeze bottom left corner sound returns intermittently.

I rang the UK support today and using the evidence from this forum explained the problem and how Apple was responding. The support person said he would have to check and eventually came back and was able (with his supervisors permission) to authorise a replacement.

My Ipod is 2 years 8 months old and without this information I would almost certainly have had to junk it and buy another.

Thanks everyone.
     
Fresh-Faced Recruit
Join Date: Oct 2009
Status: Offline
Reply With Quote
Nov 6, 2009, 05:46 PM
 
Today received a brand new iPod (5th Gen 80GB). Thank you Apple and this forum.
     
Fresh-Faced Recruit
Join Date: Nov 2009
Status: Offline
Reply With Quote
Nov 12, 2009, 01:10 AM
 
+1 on signing up just to say thanks.

Thanks for posting this. I had the same problem with my Ipod, and didnt know about the freezing or squeezing tricks. I was actually looking for a fix for these and instead found that it is able to be replaced by Apple. Wow.

I called them on Tuesday (yesterday) in the morning, never had to be on hold for longer than 10 seconds. 1st lady sounded American, was very helpful. I told her exactly what the problem was and that I wanted to talk to a Product Specialist. She said she had heard of that problem before and was very eager to help. She went as far as to apologize and tell me that "you spend good money on these things, you shouldnt have to deal with problems like this." Greatest statement ever from a CSR.

She took down all my info so when she transferred me the PS wouldnt have to. She transferred me over, again no hold longer than a few seconds. The PS took over, she was not as friendly sounding, but she said they were aware of that problem and were repairing or replacing them free of charge. She gave me directions on what to do when they sent the box out.

Today I sent the box out, and the tracking says it will be there tomorrow. Priority overnight FedEx all ways. Thats awesome.

I will post up the conclusion of this story when it gets fully resolved.
     
Fresh-Faced Recruit
Join Date: Nov 2009
Status: Offline
Reply With Quote
Nov 15, 2009, 02:39 AM
 
Called Tuesday, got a box Wednesday, shipped it back Wednesday, they received it Thursday, they found issue same day, shipped replacement to me Friday, will be here Monday.

Seriously, Apple rocks for replacing a 750+ day expired warranty Ipod.

We will see what I get back.
     
Fresh-Faced Recruit
Join Date: Nov 2009
Status: Offline
Reply With Quote
Nov 23, 2009, 02:51 PM
 
Thank you, Thank you, Thank you, btheb! I just received my refurbished 5th generation iPod after following your advice. It's as good as brand new with a 90 day warranty. I couldn't believe how quickly they responded. I did have to be persistent about the pressure on the lower right corner, but when I had mentioned that it had already been acknowledged by Apple to be a manufacturer's defect, they took all my information and sent me a FedEx box which I received the very next day, to ship my old one to them. Within a week, I had a replacement iPod
Here my husband was all ready to start soldering away until I had found your post.
Thanks for sharing!
     
Fresh-Faced Recruit
Join Date: Nov 2009
Status: Offline
Reply With Quote
Nov 24, 2009, 03:27 AM
 
I called today with my way out of date ipod that had the same problem. the first time I called they said the know nothing and couldn't help me, but I called back later and got apple care AU the rep told me my ipod was out of date and he couldn't help, I had to beg him to put me through to a specialist and he didnt want to but once I got the specialist he knew the problem and said he would replace it no worries. if your in Australia or New Zealand I would skip the whole begging process and call apple but type in the extension 41534 his name is Ryan and he was great, best service ever!!. thank you Apple
     
Fresh-Faced Recruit
Join Date: Nov 2009
Status: Offline
Reply With Quote
Nov 30, 2009, 03:30 PM
 
Originally Posted by btheb View Post
This is from a post at apples site where alot of people have the same prob. I tried it and it worked!they are sending me a box to send it to them and supposedly I'll get a new one with a 90 day warranty. My ipod is out of warranty.See below

Take your iPods out of the freezer...Apple has finally acknowledged this problem and are doing something about it!

After my first call to Apple almost a month ago, I was quite mad with Apple and their Customer Service Reps and resorted to dusting off my battery-eating CD/mp3 player. Today I finally decided to brave the hold music and try again, and actually got somewhere - I should be receiving an e-mail from a Product Specialist tomorrow with details on my replacement iPod.

As many people have seem to have reached dead ends after calling Customer Support (myself included!) I thought I would share the plan of attack that worked for me:

1. Call the Customer Support for iPod number: 1-800-275-2273. I just kept hitting 0 so I didn't have to listen to the automated iPod diagnosing junk.

2. Tell the first person you speak with that your iPod no longer has any sound. Explain that when you apply pressure to the lower right hand corner of the iPod the sound will return, but when pressure is released it goes away again. Tell them it is a manufacturing defect and that you would like to speak with a Representative who can refer your case to a Product Specialist. (If they tell you your product is no longer under warranty, let them know it does not matter in this case, and to please go ahead and transfer you).

3. The Customer Care Representative. Tell them everything you told the first person. MAKE SURE YOU TELL THEM ABOUT THE PRESSURE ON THE CORNER ISSUE! This is apparently key to them understanding/diagnosing the problem. If they say they have never heard of it being an issue, tell them it was only recently (within the past month or so) noted by Apple, and that the Product Specialist/Engineers should know exactly what the deal is.

4. At this point, they should be telling you that they see it is in fact a problem, and that there is something that can be done! If they are still giving you the run-around, let them know it has definitely been noted by Apple and that you would like the matter to be handled properly! If you need to, ask them to refer you someone else, and to refer you to the Product Specialist regardless of whether or not they are informed on the issue.

5. Hopefully by now you should have been either referred to the Product Specialists, or the Representative will have talked to them for you. The woman I spoke with just put me on hold for a few minutes while talking to them, and returned to tell me that I didn't even have to speak with them myself, and to just give her my address and E-Mail. She said someone would be contacting me shortly and that I should receive a new iPod within a week or so. She apologized for my treatment before and was very polite and helpful.

In all, I was on the phone for a little over 30 minutes, and most of it was holding before reaching the Customer Service Rep. Compared to the almost 1 1/2 hours before with no results, it was like night and day. Hopefully this can help some of you guys out, even if you've called before. The Rep even deleted my previous "case" and gave me a new one. Just be straight to the point and tell them exactly what the problem is, and what needs to be done. Good luck!!

Windows XP
Wow, I called customer care just like you said, and Apple is sending packaging to send my 80GB iPod back to them for FULL replacement at no charge! I did just what you said to do, my customer service person tried to get me to go to my local Apple store. I told him I that I had read online that this may be a product defect and could he help me by sending this to a product specialist. I was on hold for no moire than 3 minutes when he came back and said he was handing me off to a product specialist. The product specialist said that all of these "press on the corner to get sound" issues were being handled as a warranty item no matter and that I would receive a package to send my iPod back and that Apple would replace my ipod free of charge within 3-5 days. Do what btheb suggests and you will get your ipod replaced, I can't thank you enough for this!!!
     
Fresh-Faced Recruit
Join Date: Nov 2005
Status: Offline
Reply With Quote
Nov 30, 2009, 08:35 PM
 
No sound from headphones or docking connector, I tried pinching bottom right of the ipod and it did not do anything.
     
Fresh-Faced Recruit
Join Date: Dec 2009
Status: Offline
Reply With Quote
Dec 2, 2009, 02:11 PM
 
After following exactly the instructions posted above, I got exactly what I wanted. A replacement iPod. I mailed in my old 30 GB iPod on a Sunday, they received and "diagnosed" it on Tuesday, and I received my replacement 30 GB iPod on Wednesday.

Apple obviously has an amazing range of products to attract customers. But, it's the speed and quality of their customer service on this problem that will make me a loyal and lifelong customer. Granted, this was the first interaction I've had with their customer service department (although this also says something about the high quality of Apple's products). Nevertheless, Apple understands that the cost to fix this problem is relatively very low for them, but the appreciation they'll receive from customers will be huge.

I'm sure glad I found this forum. Many thanks.
     
Fresh-Faced Recruit
Join Date: Dec 2009
Status: Offline
Reply With Quote
Dec 7, 2009, 09:10 PM
 
I registered for this forum just to respond to this thread, as did many others.
The first time I called customer service I interacted with a rather rude gentleman who simply told me that my warranty was up and that it was going to cost me $129 to repair my Ipod. Even despite questioning and explanation, he was firm that I was beyond the warranty and it was going to cost me to repair it. I realized that it was going nowhere and thanked him for his time and hung up.

I immediately called back and was connected to a much more personable gentleman. He took down the serial number and the issue I had with my Ipod and transferred me to a very helpful woman. In explaining my ordeal she put quickly put me on hold to talk to her "product specialist" and soon let me know that it was a recognized issue and that Apple would cover a replacement. I then had to hold for another 25 minutes because they were busy, which I didn't mind, but the woman did apologize for the wait every five minutes, which was unnecessary but very considerate. Another five minutes of exchanging information and everything was put into play; "The Box" should be here Thursday. My second call was handled with promptness and "sympathy" from the two people I spoke with; completely opposite of my first call, which seems like an odd, but understandable, inconsistency in their customer service.

Two phone calls and forty five minutes later and the issue is solved.

Jim
     
Fresh-Faced Recruit
Join Date: Dec 2009
Status: Offline
Reply With Quote
Dec 14, 2009, 06:15 PM
 
Hi,

I called in as suggested. I told them I wanted to talk with Product Specialist, etc......

They set up an in store meeting with a Tech. Said this would be the "same". Anyone get this treatment before? Can the store do anything? Or should I just call in again and hope I get more knowledgeable rep?
     
Posting Junkie
Join Date: Jan 2006
Location: Seattle, Washington
Status: Offline
Reply With Quote
Dec 14, 2009, 07:08 PM
 
Different name, same thing.
     
Fresh-Faced Recruit
Join Date: Dec 2009
Status: Offline
Reply With Quote
Dec 15, 2009, 12:04 PM
 
Mark me down as a new registrant to share my story.

My black 5th gen video ipod has always worked GREAT. I've had it for a few years now. I was in the car, and it just stopped playing mid-song. I tried rebooting it, updating it, restoring it...everything. Finally I found this thread through a Google search. After reading this thread, I tried the pressure spot, and I could get some faint scratchy music through my headphones.

So, this morning I called the apple support number (1-800-275-2273) and pressed 0 a few times. An operator answered, and I asked for a product specialist. I was given Scott, who I explained the problem to. He looked up my serial number, told me my warranty was well-expired, and that I could pay for it to be repaired or go to my local store. When I told him I wanted to speak to a "product specialist" or a supervisor, he said they would tell me the same thing because the warranty was up. He was NOT very pleased with me either. I told him I understood, but I would still like to speak with a "product specialist" (apparently, the magic words).

After holding for awhile (5-10 minutes), Scott put me through to Spencer. Spencer told me this was an issue they had been dealing with, and that they would make an "exception" to the warranty policy and treat it as if still under warranty. They are sending me a FedEx box which would arrive in a day or two, I was to put my ipod in it, and send it back (free shipping). They will look at it to make sure there is no physical or water damage, and if not, send me a brand new replacement FREE of charge. He said it would ship to me in 3-5 days. All together, this process should only take a little over a week. He also apologized on behalf of Scott, and said he was "new" and didn't know about this 5th gen ipod issue.

I was VERY pleased with Spencer. THANK YOU ALL FOR POSTING, YOU SAVED ME A COUPLE HUNDRED BUCKS! I will post again with a follow-up, hopefully when I have a brand new ipod!
     
Fresh-Faced Recruit
Join Date: Dec 2009
Status: Offline
Reply With Quote
Dec 16, 2009, 02:16 PM
 
Hi,

I called the 800 number. They set an appointment for me at the apple store / genuis bar which I went to.

My ipod works when frozen, but pressing on the lower right of the screen does nothing for me.

I brought it in a cooler well chilled to show them. Tech took it out back to run diagnostics. Came back claiming it was a problem with the hard drive, which is total BS (works fine at any temperature as drive). He offered to treat it as a "bad battery" and I could have a refurb for $59 or 10% a different ipod. I pushed for the free exchange and he said no way. I used the fact that others were getting and offered to show on forum. He declined unless it was on the apple forum. He said they must be getting an "ECF" for a know problem.

Since I don't have the 'push on the lower right' effect, I opted to go for the $59 replace. I have to go back to the store in about 5 days to pick it as they ship them in. I can still cancel if I want to do something else. Any thoughts on weather or not I should try the phone / reach a product specialist again?

Bottom line: Don't let them send you to a store, guess you have to connect to a product specialist to get the free deal. The geniuses at the genius bar aren't really geniuses I guess..
     
Moderator
Join Date: Jan 2001
Location: Polwaristan
Status: Offline
Reply With Quote
Dec 16, 2009, 02:46 PM
 
yes, just go the phone route. It seems everyone is having success following those instructions.
     
Fresh-Faced Recruit
Join Date: Dec 2009
Status: Offline
Reply With Quote
Dec 16, 2009, 05:07 PM
 
I have the problem too, but sound only comes from my left earbud and when I squeeze the spot near the wheel no sound comes. Sound in my right earbud works when I push foward on earbud end tip when it is plugged in. I'm wondering if this is the same problem and I should just call or it is something entirely different. Any help would be appreciated.
     
Fresh-Faced Recruit
Join Date: Dec 2009
Status: Offline
Reply With Quote
Dec 17, 2009, 12:10 PM
 
Called on the 15th, empty box came today (17th), put ipod in and sending back today. Will keep you all posted.
     
Fresh-Faced Recruit
Join Date: Jun 2009
Status: Offline
Reply With Quote
Dec 21, 2009, 04:09 PM
 
Well, it worked like a charm for iPod #2. It's much easier when you work from a script (as the one posted here by btheb). It took 20 minutes this time to do the call, which was a lot shorter than the last time (they were American this time). Now I'll have one to give away as a present this Christmas.
     
Fresh-Faced Recruit
Join Date: Dec 2009
Status: Offline
Reply With Quote
Dec 28, 2009, 08:04 PM
 
Hi, just registered on this forum to say a million thanks!

I'm in the UK and called Apple to complain about no sound from my headphone jack on my 5th Gen Ipod Photo 60GB model (squeezing it had no effect for me but used that as a starting point for my claim)

I received a box to send it back to Apple on Monday 21st December via UPS, onced I boxed it up i called UPS and it was picked up later that same afternoon (good service esp near Christmas) My replacement Ipod arrived at 10am on Thursday 24th December (Xmas Eve) HOW AMAZING IS THAT! Top service Apple and thanks again for this thread, without it my ipod wouldve ended up at the back of a drawer!

THANKS THANKS THANKS THANKS THANKS!
     
Fresh-Faced Recruit
Join Date: Dec 2009
Status: Offline
Reply With Quote
Dec 31, 2009, 04:20 PM
 
I just wanted to say like so many others, I registered just to post to this thread...

A few days ago I was trying to plug my iPod into my docking station to listen and it refused to produce any sound. I figured my dock had gone bad, so I tried a pair of headphones... nada. So very confused on what just happened to my iPod I tried to find a solution... I followed the topic and found that by freezing my iPod it worked... then I tried the bottom right corner, bingo... SOUND.

So, I just got off the phone following the first bit of btheb's instructions and I can go down to the UPS store in an hour and ship it back for a replacement. The total call took 15 minutes, nothing mentioned about my iPod being out of warranty for probably 2 years. It was simply, what is your serial number... sorry for the trouble let me get the paperwork processed and approval from my supervisor... thank you for calling Apple, you can expect your new iPod within 5 business days.

Again... thank you!
     
Fresh-Faced Recruit
Join Date: Dec 2009
Status: Offline
Reply With Quote
Jan 7, 2010, 11:47 AM
 
Got my new ipod. Looks BRAND NEW. Not a scuff or scratch on it. Works GREAT. Took about a week from my call until I got the new one. And it was FREE!
     
Fresh-Faced Recruit
Join Date: Jan 2010
Status: Offline
Reply With Quote
Jan 13, 2010, 09:24 PM
 
Just like some of the other forum members I had to register to post my gratitude for all of the information. I followed the instructions to the T and as I expected I had to pull out the big guns to get through the first line of defense at customer service. By the way my ipod was 700 + days out of "warranty" but I can't stress enough that you have to be persistant and a little direct with the service rep before they will give in and transfer you to the product specialist. All in all I called on Wednesday and was on the phone for 30 minutes. Thursday I went to the UPS store with the broken ipod and they sent it off next day air and I had the new ipod on Monday before 10. Couldn't have done it without the power of the internet. Thanks again
     
Fresh-Faced Recruit
Join Date: Jan 2010
Status: Offline
Reply With Quote
Jan 18, 2010, 02:59 PM
 
I just received my brand new (not a refurb!) Ipod from Apple in the mail today. Follow the directions posted previously and follow them to the letter. Apple replaced my Ipod that was 635 days BEYOND warranty! Apple replaced it because of this forum, if anyone from Apple asks you give them this url. Good luck!
     
Fresh-Faced Recruit
Join Date: Jan 2010
Status: Offline
Reply With Quote
Jan 22, 2010, 11:06 PM
 
This was awesome, I received my new Ipod replacement as well thanks guys. I was about to give up!!!
     
 
Thread Tools
Forum Links
Forum Rules
You may not post new threads
You may not post replies
You may not post attachments
You may not edit your posts
BB code is On
Smilies are On
[IMG] code is On
HTML code is Off
Trackbacks are On
Pingbacks are On
Refbacks are On
Top
Privacy Policy
All times are GMT -4. The time now is 08:20 PM.
All contents of these forums © 1995-2015 MacNN. All rights reserved.
Branding + Design: www.gesamtbild.com
vBulletin v.3.8.8 © 2000-2015, Jelsoft Enterprises Ltd., Content Relevant URLs by vBSEO 3.3.2