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

No Sound Ipod (Page 6)
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Aug 11, 2010, 11:25 AM
 
I went to the apple shop in paris and got my new ipod 30GO
Thanks Thanks Thanks !!!
     
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Aug 18, 2010, 04:52 PM
 
Same story here - 30 gb iPod Classic with no sound, can get sound by pressing lower right corner. Followed btheb's directions and now will have a replacement iPod in about seven business days. Took less than 30 minutes. The replacement iPod only has a 90-day hardware guarantee, and if anything goes wrong with it (including losing sound again) I'm outta luck. But hey, it's another chance on a 3-year-old iPod outside warranty. Well done, btheb.
     
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Aug 18, 2010, 06:31 PM
 
I came across this thread, and a similar thread on the Apple discussion forums, about the 5th gen 30G iPods having this problem. I have TWO of these units, and both crapped out with similar symptoms. It took me 30 minutes to talk my way through the first level support folks in India, which was very frustrating. They kept insisting on charging me $29 for phone support because my iPod was out of warranty. After being persistent, and expressing some frustration over their refusal to let me talk to a specialist about this "Apple acknowledged factory defect", and because I had just purchased a new MacBook Pro and had phone support on it, they FINALLY put me through.

The specialist was in Canada, a guy named Matt. He was AWESOME! Immediately told me Apple was aware of this issue, gave me a repair order (one for each iPod), instructed me to go to the UPS store (he knew the closest one based on my address) with the repair order numbers, and UPS boxes and shipped them off right on the spot. I checked today and two replacement iPods are on their way!

So....if you are in this situation, be patient and persistent to get through 1st level support. It was well worth that hassle. Thanks to all who posted.

California Mac Fan
     
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Aug 20, 2010, 06:38 PM
 
This post has given me some hope after my last encounter w/ apple. I also have no sound coming out of my headphones or when i dock it onto external speakers. The apple representative refused to acknowledge my problem was similar to the ones posted here because my ipod works when plugged into the computer. Just wondering if your ipods work on the computer also or if I have no case with apple. thank you
     
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Aug 25, 2010, 07:42 AM
 
I have just this second come off the phone to Apple UK and am due to receive a replacement for my 5th Gen 60gb pod. Info from btheb is absolutely crucial in getting past the gatekeeper, and in this instance, I only had to speak to one customer service rep who spoke to product specialist for me, and voila, will have my new pod in 7 days! Excellent seeing as I bought mine in January 2006! Really grateful for advice here as I was on the verge of buying a new pod, so am really really happy! Thanks!
     
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Aug 25, 2010, 06:44 PM
 
Originally Posted by cupbanana View Post
This post has given me some hope after my last encounter w/ apple. I also have no sound coming out of my headphones or when i dock it onto external speakers. The apple representative refused to acknowledge my problem was similar to the ones posted here because my ipod works when plugged into the computer. Just wondering if your ipods work on the computer also or if I have no case with apple. thank you
Follow the script! It has worked for me 2 times already, and I can assure you it will work 2 more times for the ones I currently have that need to be replaced. btheb has clearly made a lot of happy people on this forum by following his script-including myself. You MUST be persistent with the calls. One of the two times I just hung up with them, waited til the next day to call back AND blamed them for hanging up on me. That worked very well, btw. I suggest you call back and this time follow the script in it's entirety-do not deviate from it (other than hanging up on them and blaming them for it like I did). I cannot guarantee you 100% it will work, but 2 refurbished iPods later (and more to go), it worked like a charm for me. Thank you btheb once again for your efforts!!
     
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Aug 26, 2010, 02:15 PM
 
I am truly amazed that this worked as well as advertised. It took me about 25 minutes. The ipod was actually bought by an ex-girlfriend over four years ago and they are still sending me a new one!!!

Thanks for all of the help guys,

Martin
     
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Aug 29, 2010, 10:48 PM
 
I'm impressed!! I already got my new ipod... It was 1335 days out of warranty and they still sent me a new one... Did exactly what btheb said... The first call went through they were already telling me I was elegible for replacement when the conexion got lost. I called again and this time the lady wasn't so helpful, she kept arguing I had to be charged 50 dlls for the support so I just said thank you and hung up.. I called again, and everything went great... I had already resign that nothing could be done and that the fail was due to age so I was checking out new ipods to replace the broken one when I came by this forum and now I have a new ipod!! Thanks a lot btheb...
     
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Sep 3, 2010, 09:07 AM
 
I have just called customer services in the UK and tried btheb's solution but it did not work for me, I spoke to the supervisor who kept telling me it is 3 years out of warranty and refused to deal with the issue.

My ipod 30gb video has no sound from the headphone socket or dock but strangely works with an Alpine xda-001 ipod only car head unit.
     
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Sep 3, 2010, 06:24 PM
 
I just had the same problem with my 5th Gen 80 gig, and the same "script" worked just fine. It didn't even matter that I wasn't the original purchaser. (A friend who worked for Apple bought it for me at the employee discount rate, just before leaving that job)

I called in, explained to a very helpful first-tier guy what the problem was and that I understood this was a known issue. He shuffled me on to the second tier person, who then got me set right up with not only a case number but arranged shipping through the local UPS store. It may take a couple weeks, but I expect to have a new iPod pretty soon.

Apparently, she needed to get some kind of authorization code internally to process it due to the warranty having been up for more than 1,000 days. But that went without a hitch, and I'm really happy with the overall experience.

For all the things Apple has done to tick me off in the past couple years, this kind of support is why I tell people they're a good company to work with. Usually.
     
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Sep 7, 2010, 07:38 PM
 
I just wanted to update that my second call to apple worked and they are sending me a replacement as of today. The initial representative tried getting my credit card number and repeating that i was out of warranty. I asked to speak to a product specialist repeatedly and she finally transferred me to someone who immediately helped me. My ipod was almost 4 years old so I am amazed and my faith has been restored in apple.
     
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Sep 18, 2010, 04:16 PM
 
Thank you Btheb!!

Like some here, i only registered to show my gratitude!!

Called the first time, got a girl who sounded like she was driving in the car with the windows open, couldn't hear or understand anything she said, then she transferred me to the apple store...

Hung up and tried again. This time I got a different girl who, after I told her my serial number, told me i had to pay $29 for a service plan because my ipod was out of warranty. I argued, went around a little bit, asking for a product specialist or representative and finally she said, "OK I'll transfer you, but just an fyi, they may refuse to service you."

Got transferred and explained according to the "script". She asked several times, "The bottom right hand corner?" which i emphasized YES. She then put me on hold, then came back and saw that I had never called about this issue before, which I confirmed. I then was dispatched to the Senior Advisor who put me on hold for the "warranty exception" then gave me the information about dropping it off at UPS. YAY!!

They did mention that they would have to "test" it out and make sure the problem is legit, otherwise they would not replace or repair it. Fine with me!

It does take some time and patience, but totally worth it! The second call took less than 20 mins (including being on hold). It's true, you must emphasize the "bottom right-hand corner", those seem to be the magic words lol
     
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Sep 19, 2010, 03:10 PM
 
My ipod 3rd gen (IDk if it matters) was acting weird. The battery died, not a big deal, and when I plugged it into my Ihome to obvioiusly hear my music, it didnt work. I tried to turn up the volume, and it told me 1. The device that is plugged into is not recognized 2. The volume went straight back down...I turned it up....went down to 0. Well I panicked came here, and ppl said to put it in the fridge or cool it down...I restarted mine outta quick thinking..and that worked. Idk if weve had the same problems but try restarting.
     
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Sep 20, 2010, 09:31 AM
 
Hi
This morning I went to get a free diagnostic check, in an Apple store in Southampton England, on my 3 year old 80G iPod classic that had no sound from either the earphone jack or socket but did had a perfectly functioning screen. It did make a scratching sound when you pressed the bottom right hand corner though. I didn't even originally buy the iPod from an apple store. After a 'visual' check the guy said that they weren't able to open it up to take a look inside becuase the warranty had run out. However, when I mentioned about this forum and that Apple were replacing them free of charge because it was a manufacturing fault he went out the back, checked, then returned saying that I was right and that they would replace it free of charge there and then with an exact like for like replacement. He checked that it did make a sound when you push the corner and even mentioned something about a diagram showing him where to press; when it did make a sound he went off and got me a brand new iPod, for free! Good job Apple and thanks to all those who posted advide on this forum, I joined just to say thanks and to pass on the advice that Apple stores will also change them for you, just say the right things; "when I squeeze the bottom right corner it works and that Apple have recognised it as a munufacturing fault. Good luck to all who try it!
     
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Sep 20, 2010, 08:20 PM
 
Originally Posted by Simonbela View Post
Hi
This morning I went to get a free diagnostic check, in an Apple store in Southampton England
I wonder if Apple Stores in the USA will do this too. I didn't think to wonder until I got off the phone with them and came back to post to the forum. After about 30 minutes on the phone (they were supportive the entire time, 15 minutes with humans, 15 minutes on hold) they told me to take a 9 digit # and the iPod to a UPS store and they'd packet it and ship it. I'll be doing that tomorrow morning. They said my iPod is 1150 days out of warranty! It's a 60GB model. Great service. I can't wait to find out what they'll send me.
     
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Sep 23, 2010, 03:30 PM
 
Like many others, I joined JUST to say THANK YOU!!!!
I wish there was some way I could repay you!!
I'm so glad I found this...
My warranty was 1027 days off!!
Ha-ha ... the guy who first answered was an a s s, but the second guy got me transferred pretty quickly, and other than some issues at apple (their computers went down), I'll be getting a new iPod.
So, does this mean that my iPod Video is going to be fixed and sent back to me, or will I be sent something different (maybe an UPGRADE?!?!?!?! :O :O :O)

Anyways, wanted to share with everyone that this DOES work, and I'll keep everyone updated on what is coming next!!!


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
     
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Sep 24, 2010, 11:00 AM
 
i have a ipod the model number is a1320 the serial number j944639726 , the sound is gone when i record a video, when i try to play the video i hear a loud destorted noise,can any body help thx
     
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Sep 28, 2010, 09:21 AM
 
Regarding my posting in this forum dated "Sep 20, 2010, 07:20 PM"

Apple is sending me a replacement ipod via FedEx to be delivered by Wednesday. 9 days for door to door replacement. According to the UPS store guy this cost Apple $57 for UPS packing and shipping (though I suspect Apple gets a volume discount) plus whatever FedEx gets for the return trip.

"Your service request has been completed and we sent you a replacement IPOD 5TH GENERATION on 2010-09-28. The replacement shipped via FedEx using tracking number XXXXX"

Thanks for all of the helpful postings on the forum!

My iPod was 1150 days out of warranty and was a 60GB unit. I'm not sure what a "5th generation" iPod is these days - mine was called 5th generation - but Apple doesn't sell a 60GB unit anymore.
( Last edited by tadd; Sep 28, 2010 at 09:29 AM. )
     
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Sep 29, 2010, 09:07 AM
 
The new unit is a 120GB silver iPod to replace my 60GB white iPod.
     
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Sep 30, 2010, 08:40 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
IT WORKED! I just got off the phone with Apple. I followed the instructions listed above to the letter! Just as the original poster said, they tell you it's out of warranty, still BEING POLITE just ask for the product specialist. The customer service rep, did tell me that it would be 129 + 6.95 s&h ( this was before asking for the product specialist ). Anyway, once I got on the line with the product specialist, he said this is a manufacturing defect, and they will do a 1 time exception to replace the ipod. He gave me a repair ID and let me know where to drop it off and it will be sent to the repair facility. He did let me know that it would take approx. 4-6 wks for the replacement ipod to arrive in the mail, but I am willing to wait! Apple's customer service over all is EXCELLENT! They are efficient and polite! Regardless of if I do or don't eventually get the replacement {they have to make sure that the defect is truly manufacturer related } ( I honestly didn't think that this would work, so I was expecting to just be screwed ) this has been a GREAT experience! Most companies customer service is junk, but not apple! GREAT CUSTOMER SERVICE AT APPLE!!!!!!
     
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Oct 7, 2010, 09:28 PM
 
I am so happy I stumbled upon this thread before I gave up on my ipod and bought a new one. I was literally shopping online for one and then decided to google-- *no sound from ipod.*
I have a 5th generation 80GB black ipod. A few weeks ago, there was a scratchy - static-y sound coming from my ipod through headphones, the docking station and my car speakers. Then it just stopped producing sound altogether.
I just got off the phone with Apple support. My ipod is 1,053 days out of warranty but they said that this falls under some special exception. You have to get through the first customer rep but once you do that-- the supervisor gets your info right away and agrees to replace it. I was on the phone for about 6 minutes. I'm dropping my ipod off at a UPS store in the morning and they said I should have my new one in less than a week.
     
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Oct 8, 2010, 01:20 PM
 
Like many, I registered just to say Thanks for the info!

My 30 gig ipod video just started doing the no-sound thing yesterday. I found that holding the corner did bring sound back for a few minutes until I let go. I saw BTheb's post and called.

I was on the phone almost exactly 20 minutes. I explained to the first woman (sounded like an indian accent)that answered what was going on and she transferred me to a different woman who told me I was out of warranty. I explained what was going on, so she put me on hold. When she came back, she transferred me to Josh, a product specialist. He was really cool and said they were aware of the manufacturing defect. He did expalin that they are running out of stock, so it could take four to six weeks and asked if I was okay with that. I told him I was, so he gave me a case number to take my ipod to UPS and they'd pack it up for me (he said they had a special agreement with UPS).

So, thanks again everyone for the info!
     
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Oct 12, 2010, 01:19 PM
 
Wow - so much for the "four to six weeks" thing.

I shipped my ipod off on Friday (10/8) and just got an email this morning saying that they replaced it and the replacement is being overnighted. Fedex's site is showing a 10:30am delivery for tomorrow.

Color me veeeeery happy with Apple right now.
     
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Oct 15, 2010, 01:20 AM
 
I came across this forum about a year ago, apple stood behind their product and replaced my broken old one(no sound). A year later....deja vu!!! No sound on the replacement unit!!! Not sure if they will replace it again but i guess we'll find out tomorrow. Wish me luck fellas!!

UPDATE!!!!

Well i'll be damned!! They're sending the box on monday, the product specialist did say that they would repair it and send it back. Hoping they'll replace it but im good either way!! Will keep updating....
( Last edited by nekyo; Oct 15, 2010 at 01:45 PM. )
     
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Oct 18, 2010, 01:48 PM
 
I registered just to give major props to btheb and all the pioneers after him who made my iPod's repair/replacement possible.

It's your typical story, my husband went to the store yesterday and, as always, had our 5th Gen 30GB video iPod in the car along for musical distraction. When he got back, he informed me that - lo and behold - no sound was being emitted from the iPod! I immediately went to work searching furiously on the Internet for some kind of solution or fix to this, and I came to find this thread. Tried pressing the lower right-hand corner, as stated, and voilá! some scratchy, staticky noise could be heard. Had to hold off on the call to Apple until today (since yesterday was Sunday), but it was smooth sailing. About 2 min. on the phone with a Customer Rep., who then transferred me almost instantly to a product specialist, and the product specialist transferred me to the Sen. Specialist.

Long story short, I got a repair i.d. and I'm taking my iPod to the local UPS store to have it sent back to Apple, where it'll be either fixed or replaced on Apple's dime. Thanks again so much to all of you out there who came before us and helped us out with the best solution out there. I'll be sure to post updates on here as to what comes of the fix or replacement.
     
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Oct 21, 2010, 11:41 AM
 
Update: Got the replacement today @ 10:15 a.m.! It's the same 5th Gen 30GB video iPod, except it's a new one, but HEY, who can complain with lightning-fast service like that??

Thanks so much again for all the info, everyone! And a big thanks to Apple, I'm definitely a customer for life.
     
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Oct 26, 2010, 06:50 PM
 
Thanks for this thread. This just happened to my 4 year old iPOD last week. I just called Apple - CSR knew what the problem was when i told her about pressing the bottom corner, gave me their specialist and had me off the phone with instructions on how they would collect my iPOD and send me a new one in 10 minutes. They were great! Friendly, helpful and absolutely no hassle. Had the same excellent experience when I had an issue with my iMAC! I love Apple.
     
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Oct 28, 2010, 03:41 PM
 
Signed up to say thanks. Worked just how you said and probably less than twenty minutes total. Thanks again, btheb.
     
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Nov 1, 2010, 03:30 PM
 
Just signed up to say I also got a new Ipod today. I had lost all hope when it started to fail on me, but calling apple support did the trick.
The supportperson first said my ipod was out of warranty, but when I said this was a fault that apple still covered, she looked it up, and found out I was right.

THANK YOU ALL!!
     
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Nov 1, 2010, 06:23 PM
 
UPDATE!!!!

Apple really did it this time! They received my ipod on Monday and didn't not notify me nor updated my repair status. "I didn't call" thought it was a common error. The whole week went by and still nothing so i called on friday. They patched me through to their manager at the repair center and he took action. They immediately shipped out a 120gb to me(UPGRADE to a 80gb) that i just now got from the Fedex man. I couldn't be happier.
     
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Nov 6, 2010, 01:31 AM
 
Has anyone from the US tried exchanging it in store? I really don't want to wait!
     
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Nov 9, 2010, 09:49 PM
 
I live in New Zealand and hav the 5th gen ipod as well with no sound rang up apple support 0800 7666 7666 and they knew the problem and are replacing it free of charge am very impressed with apples quick service and it seems to work anywhere in the world and doesnt matter how far out of warranty it is mine is out by 4 years lol.So big cheers to btheb for helping us all with this problem
     
nks
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Nov 14, 2010, 11:25 AM
 
Registered on my first online forum just to post this: Last year my 5th gen 30gb ipod stopped producing sound. I have since chalked it up to a very expensive loss as I got it as a gift back in early 2008.

On a whim last night I googled the problem, found this forum and read the helpful advice. Turns out it DID make some sound when I pinched the lower right corner (I had no idea). I went on the Apple site and requested an appointment call for the next day (a convience they offer which is way smart). They called within 5 minutes of my appt time, and were very polite. I used btheb's script and made sure to tell them about the pinching the corner bit. I didn't even have to ask to be transfered to anyone else. The rep simply handed me to his supervisor (also very polite) who told me it was a known issue, got my address and told me a new ipod is on its way. They are sending me a box to return the defective one. Total call time: 10 minutes. Amazing!

The only thing is that since this is such a widespread issue, replacements are on backorder so it may take a while to arrive-- but I've been without an ipod for the last year so what another 4 weeks? I am very pleased with Apple but even more with everyone who posted on this site. Thank you!
     
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Nov 16, 2010, 03:30 PM
 
Yippee IPOD Classic 5th Gen 1400 days old (4 years) and apple are standing over the warranty on the sound issue........a big thank you very much.....I used the UK number 0844 209 0611 and had to talk my way through two guys before they passed me to the head pancho......Result
     
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Nov 19, 2010, 03:57 AM
 
This worked for me too. I had a 60GB 5th gen ipod, sound stopped working. I found this forum and called apple. The first person seemed to already know about this. He transferred me to a product specialist, who sent me to a senoir rep. That guy told me it could take 4-6 weeks and I said that was okay. He gave me a code and told me to take it to a UPS store. They packaged it and shipped it overnight to Apple. I didn't have to pay a cent.

Next day, Apple sent me emails saying that they received and and a replacement was on it's way. The next morning, a new 120 GB ipod classic arrived via fedex.

I had called Apple Monday afternoon and had the new ipod in my hands on Wednesday morning - Less than 48 hours!

Thanks so much to btheb and to all of you who confirmed that this really works!
     
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Nov 26, 2010, 03:43 PM
 
Even though my situation was not resolved, I am still grateful for all those who posted here, and for btheb for sharing the experience.

In my situation, I got my 5th gen ipod classic in August 2006, there was a problem with it (didn't turn on), and I got a replacement (this happened in September 2007). Sometime in the summer of 2010, the problem with the sound happened.

After finding this website, I followed the advice and after all their tactics to turn me away, I did finally get to a Product Specialist (and was feeling hopeful). However this person told me that Apple (in consultation with the Attorney General) has never been under any obligation to replace on this issue (even though the reps have acknowledged this as "an emerging issue"), and that this month, November 2010, Apple made a decision to classify this issue from henceforth as normal wear and tear.

I maintained that I wasn't satisfied, and asked the Product Specialist if Apple is unwilling to stand by its product and unwilling to care about its customers. Then she asked me if I had spoken to Customer Care. I thought I had been, but she said I had been speaking with product support.

So I got transferred to Customer Care, who said the only thing they could do was issue a formal complaint. At this point I didn't even think about going to her supervisor, so I just went through the complaint process.

If anyone else runs into this response from Apple, I hope they keep at it. I wish I could've said to them, "If you can't help me, I want to hear it from your supervisor."

Good luck with your efforts and please let us know how it goes ... at this point is there anyone out there who has abandoned Apple and found a more satisfying way to listen to, store, and manage your music?

T
     
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Nov 26, 2010, 11:15 PM
 
Originally Posted by grateful2bhere View Post
Good luck with your efforts and please let us know how it goes ... at this point is there anyone out there who has abandoned Apple and found a more satisfying way to listen to, store, and manage your music?

T
I actually tried a 16GB Zune but it was no where near as good as my old ipod touch 8gb. The Zune player ate up my headphones because of some bad electrical inputs (go figure). I didn't know it was bad till I decided to buy $50 headphones and then breaking them within a week. Creative Lab's Zen was alright but It wasn't as good as the touch. Just my 2cents.
"The best way out is always through." -Robert Frost
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Nov 29, 2010, 10:56 AM
 
Thanks for the reply ... as I now think about getting my next ipod, I'm considering factoring in the 3 year extended warranty into my purchase price. It's too bad to have to go into buying a product with the anticipation that it will break down within a few years.
     
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Nov 30, 2010, 08:09 PM
 
I called Apple Customer Service and got switched from Derek to Bryce only to be told the bad news. Their story is this is only good for IPOD's that are no more than 3 years old and anything over that age is considered normal wear and tear. But, then again they said these are isolated problems and that it was unannounced because of this. Bryce said it would be more cost effective for me to buy a new one..........not! Thanks for the info and I wish everyone the best in their quest to make things right on what is obviously something Apple should take care of. I'm out!

Steve
     
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Dec 1, 2010, 10:34 AM
 
I had forgotten to mention that they consider the age of the product based on when the model was released. I had gotten my replacement ipod in September 2007 and they were talking to me as if I had my ipod since 2006 (which was when my model came out). Furthermore, it's baffling they considered my situation normal wear and tear, especially since the duration of actual use was only three years and that it lead to the product being completely useless.

I've had a refrigerator and washer and dryer for over 10 years, and I can't imagine expecting it to be replaced every 3 years. Given that this is technology, 5-7 years is how long I would've liked to hold onto a device before it dies. In getting all steamed up about this I found 2 sites that might offer the slightest hope for relief: comcastmustdie.com and customer-circus.com -- I haven't looked into them thoroughly (because I didn't find anything on Apple Inc.) -- but if you're fed up enough, check 'em out and let us know how it goes ...
( Last edited by grateful2bhere; Dec 2, 2010 at 07:05 AM. )
     
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Dec 1, 2010, 11:38 PM
 
Well, my story is much the same--a 5th Generation 80GB that I bought in November 2006; the sound suddenly got distorted while I was at the gym last Tuesday; I tried resetting it, but then the sound was gone altogether; I found this forum; I pushed on the lower right-hand corner (you get the picture). So, I called Apple on Wednesday, and--after facing serious resistance from three different people--I finally managed to convince a kind soul to replace mine. It was no mean feat--I had to tell them how many Apple products I've purchased, how many I convinced my family to purchase, how I'm a long-time customer, how I own stock, how I could not understand how someone on this forum had his replaced the previous week but they weren't going to replace mine, etc., etc. Ultimately, though, my story is the same--I took it to the UPS Store last Wednesday, and I got a replacement 120GB model via FedEx today.

So, the moral of the story is TRY, TRY, TRY, and maybe you'll get lucky like I did. Thanks to all who posted; I couldn't have done it without you! :-)
( Last edited by aladinsane1969; Dec 1, 2010 at 11:39 PM. Reason: Grammar)
     
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Dec 2, 2010, 04:46 AM
 
I can't hear sound out of my ipod either. You hear the clicking from the wheel see the picture but no sound through headphone and the play bar isn't moving like if it was playing. Just stop working after years of having 30GB video!! What should i do? if I call what number? PLEASE HELP
     
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Dec 2, 2010, 06:55 AM
 
Originally Posted by aladinsane1969 View Post
Well, my story is much the same--a 5th Generation 80GB that I bought in November 2006; the sound suddenly got distorted while I was at the gym last Tuesday; I tried resetting it, but then the sound was gone altogether; I found this forum; I pushed on the lower right-hand corner (you get the picture). So, I called Apple on Wednesday, and--after facing serious resistance from three different people--I finally managed to convince a kind soul to replace mine. It was no mean feat--I had to tell them how many Apple products I've purchased, how many I convinced my family to purchase, how I'm a long-time customer, how I own stock, how I could not understand how someone on this forum had his replaced the previous week but they weren't going to replace mine, etc., etc. Ultimately, though, my story is the same--I took it to the UPS Store last Wednesday, and I got a replacement 120GB model via FedEx today.

So, the moral of the story is TRY, TRY, TRY, and maybe you'll get lucky like I did. Thanks to all who posted; I couldn't have done it without you! :-)
That is so awesome! Congratulations! Very inspiring ... if I had the opportunity of waiting until you posted then followed what you did, I think I might be a lot happier--but my customer account must be tagged all over such that I wouldn't get away with it now, but I am glad there is still hope!

It is a real shame that for Apple to do what is right and to provide good customer service is really based on luck.
     
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Dec 2, 2010, 07:00 AM
 
Originally Posted by janiya_2008 View Post
I can't hear sound out of my ipod either. You hear the clicking from the wheel see the picture but no sound through headphone and the play bar isn't moving like if it was playing. Just stop working after years of having 30GB video!! What should i do? if I call what number? PLEASE HELP
Hello janiya_2008

First, do you hear sound when pressing down on the lower right hand corner of the ipod? That has been the key factor in identifying the defect that this thread addresses. If so, then check out the copy of "btheb"'s post under blueisis (Sep 30, 2010, 07:40 PM) ... follow the directions there and I would suggest you also do what aladinsane1969 did above. These are the numbers I've used: 1-800-275-2273 and 1-800-692-7753. Also be prepared to give the serial number to them (should be found in tiny characters etched in the lower back of ipod).

Good luck!

T
     
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Dec 2, 2010, 09:58 PM
 
So I tried all the trick to get my sound back and no luck. I just got of the phone with customer supprt and explained what was happening and according to Ryan the rep and Bob the supervisor and "the end of the line", Apple stopped the replacement a week ago and is no longer doing the exchanges of the classic because the met their quota......Can anyone help me with this?
( Last edited by janiya_2008; Dec 2, 2010 at 10:02 PM. Reason: Miss spelling)
     
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Dec 3, 2010, 02:06 PM
 
I registered here just so I could say thanks to the king of this thread BTHEB. I followed his instructions to a T. Just try to be patient and keep asking to speak to the product specialist. After speaking to 3 different reps, I was finally transferred to a specialist named Joel and within 5 minutes I had a repair #. I sent in my 5th Gen 80GB the Wed before Thanksgiving and received a 120gb classic on Monday. Thanks again BTHEB.
     
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Dec 9, 2010, 02:08 PM
 
I am not the type to follow through on threads like the one "btheb" posted.
Now I think I may go buy some lottery tickets. WOW and Amazing! Stick to the script people and you will not fail. You get past that first level of grunts and it is all gravy. Be persistent. I bought my almost 5 year old 30gb Ipod Classic from a pawn shop for 40 bucks a year ago. It died 4 months ago, the whole sound not working thing just like you other guys. Called in the first time the Product rep would not budge, kept going on and on about warranties and such. I gave him a mild reaming about "backing up your product". Still nothing. I immediately called back got a whole new set of people to work through (thank God for massive customer service centers). Stayed true to the script, stayed polite but insistent, 20 minutes later got the number to got to the UPS store to send off my old Ipod for my free repair/replacement.
WhoooooooHoooooo!
Thank You btheb and everyone else who posted their success.
     
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Jan 3, 2011, 02:55 PM
 
i just called twice about my 80gb ipod

first time i was sent to an advisor who told me that this issue had been resolved and since it wasn't an official recall there was nothing he could except offer to fix it for $129

the second time i called the person on the phone put me on hold for over 5 min and then told me that it was an issue only with 30gb ipods and since mine is 80 and 3 years out of warranty he can't do anything about it and can't even offer me the $129 to fix it.

im getting frustrated with this now
     
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Jan 3, 2011, 03:08 PM
 
3rd time calling, this is apparently a closed issue, apple was taking them back to do research on them and now that research is closed so i cannot do anything about it
     
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Jan 15, 2011, 02:13 PM
 
This started happening within the last month. I found this thread and gave it a shot; I was transferred to a supervisor and then to a product specialist who told me, yes, they know about this problem, and yes, they were taking care of it, but they aren't doing it anymore, and it would cost me $129 to have it fixed, end of discussion. I told him I was very disappointed, since besides the iPod I am an iPhone, MacBook Pro, and AppleTV owner, all with AppleCare (where available), and he said they appreciate that but this is the company's current stance on the matter.

It's not worth it to me to spend $129 on a 4 year old iPod 80gb Classic when that's half of what a new 160gb Classic would run and more than 2/3 of what a refurbished 160gb unit would cost. So, I guess that's that. Disappointing, but there we are. I halfway wonder if they just ran out of refurbished older models to replace ones like mine with, and they're obviously not going to make good a five year old model with a brand spanking new model. At any rate, it's not like I'm going to buy a Zune. Oh well.
     
 
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