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

No Sound Ipod (Page 7)
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Jan 15, 2011, 01:13 PM
 
In the meantime, anybody have any suggestions about what to do with the defective old unit?
     
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Jan 21, 2011, 01:32 AM
 
+1 on another person who signed up just for this thread.

I wanna say thank you to BtheB who took the time on writing how to go about wording everything, you have helped ALOT of people with this issue.


I called through to the apple support in Australia, expecting for this to not work - i spoke at length to a few reps before being transfered to a product specialist, who said - because my warranty had expired by 1243 days they may not be able to do anything.

At which point i replied - "The issue has nothing to do with wear and tear or Warranty problems, it's due to Manufacturing problems", he said Apple did know about problem but they had stopped support for it. I was a little unhappy but could understand, then he said - "actually let me place you on hold, i'll see what i can do".


After maybe, 10 minutes - he came back and said he had booked me an appointment at the Sydney Apple Store and that i was to take my iPod in on monday and they will replace it on the spot or send it away to be replaced as a one-off-exception.

I am beyond happy with Apple, any other company would of given the whole - "Terms and conditions", "warranty" speech and ignored my problem, Apple really does have the BEST customer service ever.


I urge anyone who feels their ipod is "too old" to give it a go - my warranty expiry is the biggest in this thread and they STILL helped me.


Thanks again BTHEB and everyone else who helped.
     
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Jan 27, 2011, 04:08 PM
 
Long time reader, first time poster! My ipod took a dump on me about six months ago and I procrastinated doing anything about it until a few weeks ago. I called apple service # and got the same story that many of you have gotten since November… Your ipod is “vintage” and yes even though we have replaced a few (thousand) under special circumstances we are not replacing yours! Well I decided to stroll into an Apple store and see if a face to face might get better results. I am here to say that it did indeed! Expecting to get the same story of out of warranty vintage bla bla bla… I just told the guy at the genius bar that my ipod was not working, just to see what they said first. He took it in to his service department and couple of minutes later he came back with “ bad news and really awesome news”. "Your ipod is broken, but we are going to replace it for free." He even mentioned holding down the corner to get it to work. A few key strokes on his little screen and he produced a brand new (not refurbished) 120gb ipod and took my beat up old 80g 5th gen. I wanted to ask him more questions about if Apple was indeed officially acknowledging this as a problem. But I wanted to get out of there before his manager caught wind of it and took it back or something! So it worked for me to just go into the store. This was in Leawood, KS on Jan. 26 2011 btw.
     
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Feb 1, 2011, 10:57 PM
 
holy crap.

i found this forum searching for a way to fix my 80gb ipod video, bought over 4 years ago... took it apart, found that the troublesome part was indeed the culprit. So I called, and called again, and again, each time I was told that apple was no longer replacing the units, they had done it in the past, but the window was gone. then based on soul-jah's post, i took it to the apple store today, here's what happened:

me: my ipod doesn't play anything anymore. it used to work when i squeezed here, but not even anymore.
apple: let me check that out. <checks the serial for warranty, goes in the back>
apple: it's way out of warranty, but what i can do is offer you a replacement at $129
me: that's not really a good deal at all... I heard there was a recall on this model due to manufacturer defect, what about that?
apple: oh really? let me go check that <he goes in the back again>
apple: where did you hear about that recall?
me: i read about it online trying to find ways to fix this
apple: can you show me?
me: no. <HOLD THE LINE, DON'T GIVE!!>
apple: i'll be right back <in the back again>
apple: i actually can replace your ipod today, though i don't have the same model, is this one ok? <shows me 120gb ipod classic>
me: that's wonderful, thanks so much!!

thanks again to all who posted their experiences, I had given up, and you guys got me a new ipod, especially thanks to btheb!!!
     
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Feb 2, 2011, 04:15 PM
 
I have a 2007 Model Ipod 5th Gen which had the same sound issue and after several trips to the local Apple stores I just decided to move on and forget about the defective Ipod. Suddenly,I wanted to see what's inside causing such sound issue and tried to replace the jack which yielded no results. It was after accidentally stumbling on this forum that I discovered that the unit actually produced sound when pressed on the botton right corner. I than called the tech support 1800 number and was told that they were no longer addressing the issue. This afternoon I went to a local Apple store and had a lengthy conversations with the specialists and finally the store manager who tried to give me run around at first decided to look into the posts and the issue a bit more seriously. I mentioned the number of times I visited the stores about the same issue and the products I have bought from them and still the best they offered was to trade it in for 25% towards a new product. Finally, persistance paid off and they decided to replace the product free of charge and since they didin't have it in stock they told me to pick one up in 1-3 days. Highly grateful to the person that started this informative forum and thanks to you I am getting a new Ipod for my now 4 yr old one.
Thanks again,
B.
     
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Feb 5, 2011, 04:21 PM
 
Well I called apple and they said it was no longer a manufacturing defect and that id have to pay to get it fixed
     
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Feb 5, 2011, 10:00 PM
 
Thanks to everyone so far contributing to this thread and for keeping the updates coming it. I'd never have bothered trying if you hadn't all kept posting updates.

I just got my 5th Gen Ipod 30 gig replaced free due to this problem at the Doncaster Westfield Apple store.

Simply told the welcome staff that it has stopped working, that the problem was a known one and that squeezing the lower left side made the sound come back. She took it out back to the tech staff, they confirmed and I got a replacement Ipod (same model). Staff were friendly and very helpful, despite being very busy. Kudo's to Apple for still handling this problem, definitely makes them look good and makes me MUCH more likely to buy more of their products in the future.

Good luck all!
     
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Feb 5, 2011, 10:06 PM
 
Just to clarify my above post:

This is all in Melbourne, Australia.

The Service Confirmation slip I got mentions:

"Replace unit as per http://support.apple.com/kb/TS2494"

That URL doesn't seem to work for me, not sure if it's a staff only ticket?
     
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Feb 8, 2011, 03:13 AM
 
Originally Posted by MooMoo View Post
Just to clarify my above post:

This is all in Melbourne, Australia.

The Service Confirmation slip I got mentions:

"Replace unit as per http://support.apple.com/kb/TS2494"

That URL doesn't seem to work for me, not sure if it's a staff only ticket?
Thank you Everyone who persevered with this issue.

Especially, Thank you MooMoo for the url. Its what got me through....

I fell foul of the problem at the week end and started researching the issue. this is the only site that I have found with people getting results. I called the Apple support No. (i'm in NZ but the call appeared to be routed to the US call centre) I folowed the script supplied by "
tommybarbour" and did not appear to be getting anywhere; was about to get the cold shoulder when I asked about http://support.apple.com/kb/TS2494. The guy spent 5mins investigating it and came back informing me that there was no such thing that he could find. I was a bit unhappy but and mentioned again that I believed it was a manufactuing issue. I was informed that If I wanted I could speak to a a senior adviser. I was then on hold for 30minutes and on the verge of hanging up when... I spoke to the senior guy.
He in formed me that the "Technical Service document" in question had been withdrawn some time in 2010 and that my Ipod was worth nothing. I was on the verge of accepting this when he said he may be able to make an exception. i was on hold for a further 10mins then told i could collect a replacement ipod from my nearest service centre (no apple shops here). FANTASTIC.

he also asked that I remember him if I received a customer satisfaction survey. Oh yes buddy I will not forget.

Shall tell you what I get.

Thanks a lot every one. And to all of you finding this site - act fast and act soon before they catch on and delete the tech service doc

j
     
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Feb 14, 2011, 01:15 PM
 
I just wanted to add to this thread as well because it helped me so much. I wouldve never even taken my ipod to the apple store if not for previous posters. I have a 5th gen. video ipod 30 GB.

I went to the Apple store and the greeter at the front set me up with an appointment at the genius bar for 5 minutes later( really like 2). The product specialist then asked what was wrong and I told him "Everything works perfect on my ipod but there is no sound. Funny thing is if I press the bottom right corner it plays fine." He starts nodding his head right away and checks to see if what I said happens really happens. Then types some stuff into the computer and tells me "theres only a 1 year warranty on the ipod BUT FOR SOME REASON APPLE IS REPLACING ALL THESE IPODS FOR ANYBODY THAT HAS THIS PROBLEM." I was surprised he said this after it seems like some people were having trouble and they were only making "special exceptions." So I got my new ipod w/ 90 day warranty and walked of the store. It took me about 5 minutes. So if anybody gets the run around do not give up! Stand your ground. Apple has recognized this and according to this apple employee is replacing anybody's ipod that has this problem!
     
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Apr 5, 2011, 02:25 PM
 
Hey all,
I just wanted to share some frustrations that I've been having the same problems with my ipod. I first went to the apple store and got helped by some goofball that didn't know what I was talking about. He basically looked up that it was out of warranty and bull shitted through the rest of the meeting ($129 replacement- rip off %10 off new ipod- bigger rip off). I mentioned the cold thing and he thought maybe it could be the hard drive. He also went on to tell me that he left his ipod in his car all the time in the winter and sometimes it's a little slow to turn on, and I'm thinking DUMBASS, here it gets really fricking cold in the winter (one week I don't think it got above 0) that has to be really hard on any electronics. I wanted to leave right there. He never even did a diagnostic check. It was a wasted trip.
I've called the help line twice since, and have had no luck. One lady acknowledged the defect and said that Apple has since stopped redeeming ipods with this problem. Take that for what it's worth, But I'm not giving up.
     
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Apr 14, 2011, 01:13 AM
 
Hey everyone. I noticed that no one has posted on this topic in a month or so.

Is there anyone still having success in getting a replacement or fix to this issue?

Today I went out jogging and no sound from my iPod. My situation is exactly the same as everyone else. It plays when I press on the bottom right of the ipod just outside the wheel, to the right of the play button. I bought my 5th gen iPod off of a friend who was upgrading a couple years ago. I'm probably going to go in and try this but would love to know if it's worked recently, so that I can judge how hard to push.

Thanks.
     
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Apr 21, 2011, 03:55 PM
 
I read the begining of this thread and thought i would give it a try even though the posts were from 2008. Apple told me i could get it replaced for $129 and that they were aware of the issue but were not replacing them anymore and stopped 8 months ago.
but now that i am reading that other people have had them replaced just a month ago.. i am going to call back and try again !!! i got mine almost 4 years ago... but only started using it about 6 months ago.
     
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Apr 21, 2011, 04:27 PM
 
to update, I called back because i was annoyed that i was reading that so many other people had gotten their ipods replaced and they told me no. they again told me no when i called back. saying it was too old and they weren't replacing them anymore even thoug i reiterated that it wasn't my fault or a wear and tear issue... it was a manufacturing issue. he just said "yeah, but we aren't replacing them anymore" !!! so angry !!
     
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May 24, 2011, 04:10 PM
 
Hi all,

I'm having the same issue with my 5th Gen 30gb. All I did so far was call up and the guy told me that i was over 1000 days out of warranty lol, and so my options are to either pay $29 for troubleshooting session over the phone, pay $129 for a new one, or take it to a store. So based on most of the previous posts it looks like taking it to the store should help but I'm in nyc and I don't think they'll be so easy.

One thing to note: as oppose to some others, no matter where I apply pressure I still get no sound?

So any ideas?
     
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May 28, 2011, 02:42 PM
 
So I have a special edition u2 old iPod. Same problem here, no sound. Called them up after reading the first couple pages on the thread. CSR was nice, transfered me to "someone who can talk to me about my options". They gave me the same BS $129 repair, 10% towards a new one. My warranty was 1420 days out of repair also, I dont blame them for not handing me a new iPod but I wanted to know the problem so I could fix it. He told me when the problem first occured they did replace peoples ipods but now they have figured it out and are not replacing them any more.

I said since you now know the problem tell me so I can fix it. Here was the following conversation...

Apple: It's a hardware issue
Me: So transfer me to your hardware department
Apple: We dont have a hardware department
...Me: So who fixes your hardware?
Apple: The hardware department

The first reason I don't buy any Apple products anymore - Crazy overpriced

The last reason I won't buy another Apple product -

Apple: We dont have a hardware department
...Me: So who fixes your hardware?
Apple: The hardware department

I didn't even want a free iPod, just wanted to know how to fix it myself by talking to a person who fixes these problems.... problem is those people do not exist.
     
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Jun 20, 2011, 09:42 PM
 
OK Guys! my 30G video ipod just started with the "no Sound" issue.
So, after reading page 1, I thought I might call, but after skipping ahead to page 7, I think I will try going to the Apple store.

Wish me luck!
Will update in a couple days!!

     
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Jun 23, 2011, 10:47 PM
 
Oh gosh.
Apple store looked at my ipod. They said it's a different issue. They say they need to order a part, and that i will get a brand new ipod exactly like mine, for $59??? So what part are they ordering? If they are giving me a brand new ipod, why do they need a part? What should I do guys?
     
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Jun 28, 2011, 03:28 PM
 
Well, I have the same issue as everyone else, just with less luck! 5th gen 30 GB ipod with no sound unless you press on the corner. I called Apple care and they said what everyone else is saying- "There was an issue brought up in 2008, but we've decided that they just get old and worn out." They transferred me to the "specialist." Me: "I don't understand! A manufacturing defect happens because it got worn out? I have an mp3 player from 12 years ago that plays just fine." Him: "well you could try opening it up and re-soldering it." Me: "I have to resolder a five year old product because it's too old?" Him: "or you could buy a new one for $129."

I was so pissed I hung up on the guy. So now I'm going to try to go into an apple store and see what happens. Sigh. It sucks that in order to get Apple to take responsibility for their poor product you have to be a hard-a$$. If I have any luck at all I will come back and post. Otherwise, I'm thinking about ditching Apple products altogether.
     
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Jul 1, 2011, 11:34 PM
 
Hello,

I was facing the same problem and thanks to this thread I got a new iPod. Like many to you advised I went to the store and told about this issue and the genius (yeah right) said he does not know about this issue. He referred me to the store manager. I explained it to the store manager and that guy kept on repeating the mantra that "the iPod is out of warranty and the replacement program has ended". I realized the manager would not heed me and hence left the store.

next day I called up apple 800 number (800-275-2273). the first person clearly explained to me that replacement cannot be made and told me the same story as the manager. He also told me that I went to store and consulted a genius and that did not work (I was impressed at the way they manage their information). I explained him why it did not work and asked for a product specialist. He transferred me to one warning "Sir, do not get excited because im transferring you to a product specialist. he might tell you the same".... He was right, he told me the same. he told me that APPLE STOPPED DOING THIS SOMEWHERE DURING MID JAN 2011. However, I told him that there are plp who still got replacements after that and hence his argument has some inconsistencies. He then rejected my argument and asked me if I can speak to a "customer relations person". I was reluctant before, but then told him, yeah why not. The customer relations person, apologized to me about the problem and confirmed the problem. Immediately he goes, "sir as a one time exception, we are going to give you a replacement Ipod". he asked me to go a certain apple store and get my new ipod 30 gig 5th gen (probably refurb).
Moral of the story: be persistent - dont give up!
Thank you so much for all those who posted!. this forum really helped.
     
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Jul 11, 2011, 03:33 PM
 
Originally Posted by Bristley View Post
My iPod has stopped producing any sound via the earphone socket or from the socket on the bottom of the player - either through my ipod trip auto or from the ipod speaker system I have.
Please any ideas - is there a mute button I don't know about.
I've tried multiple songs which previously played.
However the songs still can be shown and played via iTunes.
5th Gen 30Gb Video
Please help
Thanks in advance
this has happened to me before with the iTouch.. i tried like 6 different earphones and no sound came out..
I asked my dad, who's srta a techie, about it and he said that the itouch headphone jack was broken. He had to take the itouch apart and replace some parts that he was able to buy off of eBay

perhaps you should look into that option?
     
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Jul 12, 2011, 09:29 PM
 
So my iPod (5th Gen 80GB) took a dump in the last few weeeks.
I called the 800 number and the first level support told me "Your iPod has been out of warranty for some 1.2K days and we stopped the replacement program a almost a year ago."

I asked him for customer relations.
I told customer relations that I know it's out of warranty but it is a defect and missing the window is not a good reason not to fix my iPod. I let him know I was a long time Apple customer. He took my name and said he'd research and get back.

Forward to this morning. He called me with a person in the repair/refurbish dept. to ship my iPod.
Dropped at UPS and they pack and ship to Apple overnight.

They did look up my Apple ID. I have bought a bunch of Apple stuff.
In the past I have bought and registered :
2 G4's, a G5, MacPro, MacBook Pro, Mini and at least 4 iPods.
I have a feeling if I had never bought anything but that one iPod, I would have been out of luck.
YMMV, but I think you have a better chance of getting resolution if you have a history of buying other products.
     
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Jul 13, 2011, 07:36 PM
 
Hi,

I checked status.
I will be getting a 120GB replacement for my 80GB dead unit.
No Charge......

It can be worth the call!!!!
     
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Jul 19, 2011, 09:02 AM
 
Last month my ipod video 30g had the no sound issue. I tried to buy broken ipods on eBay to repair it. No luck. So I called Apple yesterday. IT took 20 minutes with a guy from India telling me that my ipod was out of warranty. I persisted and finally got a tech support guy in California. He was aware of the issue. He said that Apple took in several hundred ipods to investigate the issue and of course Apple gave new ipods to the people that they took ipods from. He said that Apple concluded that this is a "ware and tare" issue. I respectfully told him that I disagreed. He was apologetic but reminded me that my ipod was 4 years old at this point and things break down. Even though I take very good care of my things I have to admit that I have dropped the ipod a lot, even though it is in a very good case, I have dropped it.

So I asked if he could transfer me to someone from customer relations who could assist me. I told him that I am a long time Apple user (Mac Mini, iBook G4, iPhone, iPhone 3G, iPhone 4, many ipods, my ipod photo from 2005 is still working, and and iPad 2), he transfered me and the women I spoke to agreed to sell me a new 160g ipod classic for just the difference between the cost of the new ipod and the cost of my original ipod video. The difference was $30. So I was pleased. They did try to come to an agreeable resolution. She even offered me a new ipod touch, but I said that I only wanted what was closest to what I had before, plus I already have an iPhone 4, so why get an iPod touch?
     
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Jul 20, 2011, 04:53 PM
 
Hi All - just wanted to let everyone know that I had the same issue back in December, and went into the local Apple Store for support. After trying to get me to pay $129 to replace it (No), then $50 to replace it (Not bad), they finally came back and said that since it was a known issue, they would replcae it for free (Sweet!). Fast forward 6 months later and I have the same problem and head back into the store where they tell me again that it would be $129 to replace. After I explain what happened last time, they told me that they are no longer honoring the warranty replacements and I was out of luck.

so I take the ipod home and called the number in this thread to see what they would say. After about 20 minutes on the phone (15 minutes on various holds), they have agreed to make the warranty exception and will be replacing this for free. I think the term "warranty exception" noted earlier really helped out, so thank you to the OP who gave mne that insight.
     
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Jul 21, 2011, 11:42 AM
 
Update:

After I brokered a deal with apple to purchase a new ipod classic for $40 I got a call the next day saying that the deal was not possible. But that they would knock off $100 instead. So my $40 ipod turned into a $150 ipod. I was pissed, sent a very firm, but fair letter to upper management about being lied to with the old bait-and-switch. They are now giving me a free ipod classic.
     
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Jul 21, 2011, 03:38 PM
 
All I had to do was hold the Menu button and the middle button at the same time for about 5 seconds. An Apple logo should appear on the screen and everything should be working again.
     
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Aug 2, 2011, 08:56 PM
 
Originally Posted by vamc_umn View Post
Hello,

I was facing the same problem and thanks to this thread I got a new iPod. Like many to you advised I went to the store and told about this issue and the genius (yeah right) said he does not know about this issue. He referred me to the store manager. I explained it to the store manager and that guy kept on repeating the mantra that "the iPod is out of warranty and the replacement program has ended". I realized the manager would not heed me and hence left the store.

next day I called up apple 800 number (800-275-2273). the first person clearly explained to me that replacement cannot be made and told me the same story as the manager. He also told me that I went to store and consulted a genius and that did not work (I was impressed at the way they manage their information). I explained him why it did not work and asked for a product specialist. He transferred me to one warning "Sir, do not get excited because im transferring you to a product specialist. he might tell you the same".... He was right, he told me the same. he told me that APPLE STOPPED DOING THIS SOMEWHERE DURING MID JAN 2011. However, I told him that there are plp who still got replacements after that and hence his argument has some inconsistencies. He then rejected my argument and asked me if I can speak to a "customer relations person". I was reluctant before, but then told him, yeah why not. The customer relations person, apologized to me about the problem and confirmed the problem. Immediately he goes, "sir as a one time exception, we are going to give you a replacement Ipod". he asked me to go a certain apple store and get my new ipod 30 gig 5th gen (probably refurb).
Moral of the story: be persistent - dont give up!
Thank you so much for all those who posted!. this forum really helped.
Just went in today and worked exactly like earlier postings said it would. I'm getting a new 30gb in a few days. It's true, persistence is the key! At first, he said it would be $129, but I asked if he could check on it being a manufacturers defect. Sure enough, he came back and said they would fix it free of charge, even though my iPod was "way out of warranty and has serious signs of wear, we'll make an exception this time". It's like they read from a script. Thanks to all who've posted!

By the way, they didn't help me at all on the phone besides making me an appointment at a local store here in LA.
     
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Aug 10, 2011, 07:21 AM
 
If you live in the UK don't bother to contact Apple. No amount of argument with "Rory" based in Ireland would persuade him to take the matter any further. The extended warranty for this manufacturing fault had ended ages ago, period. So across the water here people are given a kick in the teeth by Apple in contrast to the US where customers are treated with a measure of care. Meanwhile I am left with a duff iPod.
I think that in these recessionary times Apple should take a look at itself and consider taking a little more control over its people across the world.
     
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Aug 18, 2011, 04:57 AM
 
I'm based in NZ and thanks to this forum have just had my ipod replaced. I called the Apple freephone number - spoke to some helpful people in the Philippines I think, mentioned the manufacturing fault and the case was put to the supervisor. He agreed to authorise a replacement, so the Wellington Yoobee branch assessed the ipod to make sure there was no water damage - and I now have a brand new replacement 30gb. Awesome! Thanks to everyone who has posted.
     
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Aug 24, 2011, 01:47 PM
 
I am so put off by Apple right now. When I first called, I explained the problem that so many other people are having re: sound. The customer service rep explained that I had to pay ~ $20 to troubleshoot over the phone because my IPod was out of warranty. When I asked (very nicely) to speak with a product specialist, (within in the same sentence) she told me that there was no such thing as a product specialist for IPods and that I would need to pay the ~ $20 to be transferred to a product specialist. After a few more back and fourths, she finally agreed to transfer me to another department. I then spoke with a supervisor who told me that the engineering department determined that the sound issue was a normal wear and tear so they were not replacing any more IPods and that, to get an out of warranty replacement, I would need to pay $129, plus tax, plus the shipping for them to send me the IPod, as well as the shipping for me to send my defective IPod. What a crock. Never again will I buy an overpriced Apple product.
     
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Aug 25, 2011, 04:36 PM
 
Originally Posted by afreedman View Post
I am so put off by Apple right now. When I first called, I explained the problem that so many other people are having re: sound. The customer service rep explained that I had to pay ~ $20 to troubleshoot over the phone because my IPod was out of warranty. When I asked (very nicely) to speak with a product specialist, (within in the same sentence) she told me that there was no such thing as a product specialist for IPods and that I would need to pay the ~ $20 to be transferred to a product specialist. After a few more back and fourths, she finally agreed to transfer me to another department. I then spoke with a supervisor who told me that the engineering department determined that the sound issue was a normal wear and tear so they were not replacing any more IPods and that, to get an out of warranty replacement, I would need to pay $129, plus tax, plus the shipping for them to send me the IPod, as well as the shipping for me to send my defective IPod. What a crock. Never again will I buy an overpriced Apple product.
It is even worse than that...The new replacement iPod (80gig in my case) comes with a 90 day warranty.

So I can pay $209 to buy a refurb 160gb iPod classic, get a 1 year warranty, or pay $129 to get a VERY SPECIAL (their words) deal to get a hacked together 80gb replacement with a 90 day warranty.

I told them I was very disappointed in their insulting offer and no thanks...
     
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Aug 31, 2011, 04:27 PM
 
I have called Apple twice in the past 4-5 days in hopes getting a new agent would get me somewhere. Well, it didn't. I even asked to speak to a Supervisor for Apple who informed me the window for replacement is OVER. This same Supervisor said my iPod was over 1,000 days old, thus saying that the problem was more likely related to wear and tear. Needless to say, the only 2 options I was given when I called both times was, 1. Pay $129.00 for the same unit I currently have with a 90 day warranty, or 2. Research the troubled issue on the website forum. I did have a 3rd option given the 1st time I called though. It was to pay $29.00 for tech. support to walk me through the steps of trying to correct the problem. Option 2 is what I did initially who no win. Options 1 and 3, I am not doing either after reading this post. Its funny their isn't as much discussion on their forum about this issue as there is here. At least no solid leads or answers anyway. Rob

P.S. As far as the right corner hold/press and freezer tricks go, yes they both worked, for no more than 5 minutes at a time. Makes me wonder if it is even worth buying a new iPod altogether. I believe I will just stay away from the video iPod's, as I think in my own personal opinion this to be a culprit of the main problem at hand. Too much overload, which in turn, causes overheating. Thanks for the suggestions though btheb.

White 60 G.B. 5th Generation Video iPod Click Wheel.



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!!

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Sep 7, 2011, 04:01 PM
 
I have spent almost an hour on the phone with a Sr. Product Specialist who basically did a tap dance - with the net result he cannot/will not/ is not able to do anything about anything. Seriously he actually said there is no tech article, and if I know of one, send it to him. But even if I sent him the article, they closed that article and there is nothing he can do.

He also told me that my iPod is so old (I never gave the s/n and he didn't ask its age) that the warranty doesn't apply (in spite of telling him 3 times that the warranty does not matter as it is a warranty exception!) and that Apple no longer has the defective part in stock. But he also told me it's not a defect! And could not tell me which part was defective.

Where do they find these people?

So now I am waiting to hear from a Customer Care Rep to see what she can do.
     
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Sep 13, 2011, 05:58 PM
 
I used my ipod for about 6 months, then I bought an Iphone so it sat for 3 years. It was never dropped or left in the heat. Recently I went to use it again and oops, no audio. After researching the problem and seeing how wide spread it is, I decided to contact apple to see what they could do. I went to my local Apple store and they said this isn't a known problem so they can't help me. Translation; Not known = not acknowledged by Apple. So then I called tech support and talked with a supervisor. He said Apple IS aware of the problem and is NOT replacing the items that are out of warranty. He said that that's the nature of electronics. They don't last very long. His words, not mine. So basically Apple is saying "We make our products to work through the warranty, but if you're looking for a quality electronic product that you can enjoy for years to come, you might want to go elsewhere." I own an iphone, ipad, ipod(broken), Mac Pro, and a MacBook Pro. I have been a loyal patron of Apple up until this blatant disregard for their customers. The sad part is Apple is so big now that they no longer have to care about their customers. For every customer they lose they will gain 10 more. This picture below is my temporary fix. It needs to stay very cool so the chips expand and make better contact with the logic board. Apple makes such great quality products, don't they?
     
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Sep 14, 2011, 03:09 AM
 
Audio out on my 5.5 Gen iPod just died last week. Squeezing the lower-right corner near the click wheel makes it work again. I came here looking for a fix and found this thread. Now, I'm not very hopeful that Apple will replace it. It's unfair for those of us who took care of our iPods and prolonged it's eventual death past the date Apple decided to cut us off.

Anyone else in the Bay Area? If so, we can all go down to the same store week after week until they understand that a LOT of us are still having the same problem, and it is NOT normal for ICs to disconnect themselves from the PCB after only a few short years.
     
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Sep 14, 2011, 01:21 PM
 
So I called them and before I can even talk to anyone their trying to milk $29 bucks to open a case, what gives?
     
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Oct 4, 2011, 01:28 PM
 
UPDATE: Apple replaced mine - finally. They even included the engraving that my son had included on my original one.

My previous post recounts my utter fail at getting anywhere with them, and I had seriously started looking at alternatives. Non-Apple alternatives. And very seriously looking, lamenting the loss of the iTunes stuff I had bought.

Then I got a call from someone at Apple who IIRC said she was with their Corporate Customer Care Administration group. She immediately apologized for the hassle I received calling the tech support/replacement number, and volunteered that they would replace my iPod. Volunteered, I did not even need to ask.

The process seemed to be - get hassled, harassed and abused by their 800 number people, put up with the crap, and then maybe they will replace it. I don't know for certain, but I do believe that my mentioning the Mac forums I was reading may have had something to do with it, like they thought I was a long-time Apple supporter. Try it yourselves - YMMV tho.

The kicker is this - they have a well-defined, well-orchestrated process in place that works very efficiently and effectively to replace the iPod once they decide to do it. Everything from this point out just clicked like clockwork.

As soon as I agreed to the replacement and the process - and gave them the info for replacing the engraving - I was handed off to another Corporate Customer Care Administrator. Within hours of ending the call with the first CCA, I had an email from the second showing me how to print a FedEx label for returning my busted iPod. You have to return yours first or give them a credit card number in case you decide to keep yours.

Again, within hours of printing the FedEx label, you get another email telling you they noticed the print, and as soon as they get word of the FedEx pickup, they will ship the new iPod. They were good to their word on that - again, shortly after FedEx picked up my box, they sent me an email saying mine had been shipped - from Shanghai, China!

Within a week or so I received a brand new, 160GB (mine was a 60GB) graphite (nicer looking than the black IMHO) iPod classic. NIB, shrink wrapped, full consumer gear - with the engraving on the back, as promised. They emailed me a 1-year warranty as well.

All in all a 9/10 - the minus 1 was for the boneheads I had to deal with first. They are there to keep out the riffraff I guess, and to lessen the chances of having to give one up perhaps.

They have a process to do this, folks, trick is to get them to activate it. Hope this knowledge helps some of the rest of you.
     
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Oct 10, 2011, 07:51 PM
 
So after two hours on the phone i got the persons direct number and ext and i was told he would call the nearest apple store near me in brea to see if they could possibly repair my ipod (i'm hoping that they'll actually exchange) i got offered the same $129 exchange (bogus) or a discounted price on a new ipod (still too expensive for a college kid who just paid rent)

i even got a case number as well but i wanna know if anyone else had to wait a bit before they actually got somewhere or if they were quick open and close cases with the exchanges.
     
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Oct 10, 2011, 08:49 PM
 
BINGO! I just called back an hr later about my case, so I have to go to the apple store near me but they're replacing it with a 120gig and I have to go and get it from them. They're ordering it in and may take a few days but i resolved my case in a day. Thanks to the people in this forum who kept posting up til recently, my ipod was 1400 days out of warranty and my gf was selflessly gonna give me hers which i didn't want to do.
     
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Oct 26, 2011, 11:11 AM
 
I just talked to an Sr. Apple Product Specialists and they wouldn't do a thing for me.

I hate that. This was an engraved Christmas present from someone special to me. It quit working 3 years ago and I just never did anything about it until now.
     
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Nov 15, 2011, 06:21 PM
 
Well, I took my 80gb Ipod classic (5.5 gen) in to the apple store today because it suddenly stopped producing sound as all the others above. This thing is in PRISTINE condition- other than the sound issue. No scratches, no damage... it's been very well taken care of having spent most of its life either in a drawer or attached to a set of speakers... not a lot of walking around with it since I got my iphone years ago. Anyway- the guy was able to confirm that it indeed did not have any sound (duh... why do you think I tromped all the way down here and waited for so long) but that he saw no info from Apple indicating it was a known problem. Of course they removed all that info from their support. I am debating if I want to push the issue.

So, I'm really frustrated that an item I took great care of is pretty much an expensive paperweight. Grrr.
( Last edited by TVI; Nov 17, 2011 at 10:44 AM. )
     
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Nov 18, 2011, 05:14 PM
 
i just called apple to see if i could have the problem with my 30gb fixed and was told bluntly, no. The supervisor, believe her name was Gen, told me thatt she would not replace my iPod and that apple no longer carries the part. I was told that I could send it in as a recycled iPod and be given a discount towards a new iPod or seek a third party iPod repair shop. All in all, Apple screwed all of us 5g owners out of 250 dollars byh making a product last through the waranty period. I will not be purchasing a replacement after this terrible customer service. Congrats to all who had success dealing with "the man" and getting new upgraded iPods.
     
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Dec 8, 2011, 09:58 PM
 
Persistance pays off!!!

Talking to a "Customer Relations Person" is the key!

I got my 30 gig ipod 5th generation as a christmas gift in 2007 and it stopped producing sound within 3 months. I procrastinated for a year and finally called Apple in 2009 about the issue and they said it was probably the sound jack that was the problem but they could not fix it because it was out of warranty. I replaced the sound jack myself but that did not fix it

After reading the posts on here about talking to a "Product Specialist" I called Apple several times to ask them to do right by me on this issue. The Tech Support Reps and Product Specialists were aware of the issue but fed me the, "We are not replacing them anymore" line.

Then I read some of the posts on here about talking to a "Customer Relations Person" so I figured i would try it. I called Apple again today and talked to one of their Customer Relations people who was very nice and apologetic to me about this issue. I told him that I was a "very loyal Apple customer and have spent a lot of my hard earned money on Apple products (which is true) and would like for Apple to give something back to me." The guy said, "Definately! Let me see what I can do for you..." he put me on hold for 5 minutes and when he came back he offered to ship me a brand new 16gig ipod nano for free. I politely told him that I really appreciated his offer but I think he could tell by the tone of my voice that I wasn't completely satisfied with this offer (after all 16gigs is not 30gigs) so he said, "you know what, hold on one more moment, let me see if I can do something for you..." I was on hold for 5 more minutes when he came back and said "alright I'm gonna go ahead and ship you the 160gig ipod classic free of charge!" to this I was obviously ecstatic! I thanked him and told him he had renewed my faith in Apple (true story).

I should be receiving my brand new 160gig ipod classic within one week

I am sooo glad I found this forum! Thank you to everyone on here!

And for those in the same boat as the rest of us, remember...Persistance! and talk to a "Customer Relations Person"

Good Luck!
( Last edited by Trey Monroe Music; Dec 22, 2011 at 01:00 AM. )
     
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Dec 29, 2011, 01:02 PM
 
Hope this will help someone. I owned a 30g Ipod Classic that's like 5 years old, and same like others, it has the sound problem, you have to pressed really hard on the righ bottom corner to get it to work, once you released it, it went back to no sound and mine did not happened until couple months back. After reading some post on this forum, i decided to give Apple a call, got shot down the 1st time, but they did acknowledge it is a Manufacturing defect. 2nd time called, got shot down at first, informed me that they stop replacing it about a year ago, was offered the $129 repair or find a 3rd party for repair. I then insit to speak with a "Customer Relation Person". At first, she told me about the same story, then I told her since this is a Manufacturing defect, Apple should replace it even though it has been out of warranty, etc...blah blah,,,at the end, she offered me some extra discount if i were to buy a New Ipod.

$60 discount for $200+ order and additional 10%
$100 discount for $300+ order and additional 10%

So i bought:

32g White Touch at $299
Clear case at $29.95 (will return this, just to get over $300 for the $100 discount).

Subtotal $196.06
Total Discount $132.89
Tax $16.17
Order Total $212.23

Since i will be returning the case, it will give me a credit of $29.95, and my total should come around $166.11 + tax

Eventhough I did not get offered a free replacement, but I am happy what i got at the end. The key is being persistent and insist to speak with a "Customer Relation person".
     
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Mar 22, 2012, 07:35 PM
 
my iPod just did that .. but i think it's because i got it a little wet .. it works perfectly except for the sound .. i'm sooooo sad ..
     
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Mar 22, 2012, 07:36 PM
 
:scream:
     
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May 25, 2012, 07:42 AM
 
well ive read suggestions......my ipod had stopped working,,,,,,,well its working but now sound....ive tried pushing the menu button and play button at the same time......the apple logo came up but still no sound.......so now ive put it in the fridge.....lets see what happens now.........:
     
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May 25, 2012, 07:57 AM
 
well its worked!!!! but we'll see how long it lasts
     
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May 25, 2012, 08:00 AM
 
Errrrr lasted for about 3 mins and started crackling then went quiet!......ive put it in freezer now.....see if it makes it any better.....:-(
     
 
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