[dorian666]

I had the same problems I followed the steps you listed and in no time at all I was on the phone with a specialist. It appears they have changed their protocol minorly. They will be sending me an empty fedex box with pre paid shipping for me to send them my ipod. When they recieve it they will test to see if they can reproduce my problem and see if there is not water damage. Upon which they will mail me a replacement. The specialist said "If he were a betting man, he would give me a 70% chance of getting a new ipod"
So thank you for the help, ill keep my fingers crossed.

[Nixon_1]

Hey guys, Just to let people know that i live in England and having called up Apple with the same issues, without any real debating they agreed to repair/replace my ipod. Really pleased as the warrenty is out of date by two years and the ipod is in pretty shitty condition.

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

Cheers people, seems you yanks are good for something hehe

[JKrez21]

Originally Posted by JackieJeter777 

I wanted to register to share my story too because it helped me but also for those that may have the same issues I had. Add me to the list of success stories...

BUT NOT SO FAST!

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

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

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

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

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

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

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

Good Luck to all who encounter the same problem. If you get an "Eddy" before you get an "Asha/Adam" combo...just try again! Not to sound all info-mercial like, but THIS DOES WORK! LOL!

I am in the exact same position; bought it when I graduated high-school and am also a rising senior - I don't want to buy a new one!

It worked!!! Yes!!

[jebones]

Count me as a believer. I passed my 60G ipod on to my daughter and one day said it had no sound. Later found out it started to act up after she left it in her car and got hot. Did an internet search and found this forum and thread. Pushed lower right hand corner and low and behold, sound but only temporarily. Read further and decided to call Apple. Service rep said bla bla about out of warranty and them I asked to speak to a product specialist. Was put on hold and the rep came back and said I did not need to speak to a specialist, he would handle the free replacement with free shipping.
Box will show up in a few days and I have to send mine in and they will send a replacement. No statement about first examining the ipod.

[dmtraynor]

Thank you very much for your detailed post.

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

Cheers
DT

[AxtonKinneman]

I registered on here to specifically thank btheb for passing along his knowledge and instructions.

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

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

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

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

To quote The Monkees----'I'M A BELIEVER"!!!!!!!!!!!

[JackieJeter777]

Originally Posted by JackieJeter777 

I wanted to register to share my story too because it helped me but also for those that may have the same issues I had. Add me to the list of success stories...

BUT NOT SO FAST!

The first time I called...

This just in: brand spankin' new iPod in my hands. Thanks again to everyone.

[AxtonKinneman]

UPDATE:
Got the replacement today from FedEx.

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

Thanks again, btheb!!!!!

The knowledge is appreciated and it's been passed along.

[vbexpert]

I called Apple on August 10, 2009 about the problem on my iPod. The representative I was speaking to told me that my product was out of warranty by over 700 days. He told me to stay on the line while he looked at my options for repair. He came back on about 2 minutes later with a product specialist named Derek. Derek than told me that they were "willing to make an exception" in my case. They were going to repair my iPod, and in the case that it "cannot be fixed, it will be replaced". I asked him that if it was going to be replaced, whether I would be getting a brand new iPod or a refurbished 5th gen, and the storage capacity. He told me that he would not be certain until the repairs were complete.

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

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

Will update when iPod is received and whether it is repaired, refurbished, or new, and what size it is.

[jmstro04]

I also had to create an account just to show how grateful I am for all of you who shared your stories, and for Apple and the fact that they stand behind their products.

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

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

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

Thank you all again, and have a great day!

[divertimiento]

Many thanks to bthed. I followed the procedure given since I had no sound at all coming out of my Ipod 80 Gig. It worked! I didn't even have to speak to a product specialist. The person who answered the phone put me on hold and contacted a specialist, came back a few minutes later and took down my details for sending me a replacment Ipod which works excellently.

[MarineMom]

I also just created an account to say THANK YOU all for the info. I've been getting sound from only ONE earbud from my 30gb Video for MONTHS now!! Recently the sound I do get is cracking and cuts out when it feels like it. I followed the steps, called the number, spoke to a CS rep who immediatly connected me to a Product Specialist who in turn, put me on hold for a few minutes. Came back on the line, told me there is an issue with a lot that was made and that my IPOD V/N number was in that batch, and that I'd be receiving a new IPOD in exchange for mine. He then took my info, I received the postage paid return box 2 days later and shipped it off today! I was told I would receive the replacement within 4-5 days. I'm ecstatic that APPLE is standing behind their product and rectifying the situation at no cost! I will keep you updated as to when and what I get the "replacement" ! thanks to you, BTHEB for sharing the info!!

[MarineMom]

GUESS WHAT I'M LOOKING AT!!! I JUST RECVD MY BRAND NEW IPOD!! FEDEX JUST DELIVERED IT! I AM IMPRESSED AT HOW FAST THIS WAS ALL TAKEN CARE OF!!! IF ANYONE HAS DOUBTS ABOUT IT WORKING .. DON'T! IT WORKS!! WHAT DO YOU HAVE TO LOSE?? NOTHING! YOU JUST GAIN WHAT IS RIGHTFULLY YOURS TO BEGIN WITH.. A FUNCTIONAL IPOD !! THANKS AGAIN!!

[maxfarm]

Same exact issue on my 5th gen.
Took your advise.
Just got off the phone with Apple Support - took about 10 minutes total. Told the tech support about the issue (right corner hold and freezer making the sound come on) and need to talk to a product specialist. Explained to him and bang - arranged for a return box to get to me TOMORROW!!!!
You guys rock!!!!!!!!!

[raynman]

Thanks to EVERYONE here, successes and not-so successful.

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

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

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

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

thanks again to all.

raynman

[MadDogDoyle]

Thank you very much. I was on the phone a total of 12 minutes and had a return box on the way to my house. Just the mention of the mfg defect and pressing the bottom right of my iPod got me a hold of 3 minutes and a specialist. My iPod was purchased from Apple in 2006 and was a refurb. Thanks for the again.

Originally Posted by btheb 

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

[samuraki]

Took about 10 minutes. they immediately acknowledged the problem and said they would send out a box. One question, they said they would try to fix it or send a replacement. Those of you that have recently done this, did you get your original ipod back repaired, did you get the same model but a different ipod, or did you get a newer model? I've seen a few different things so i was curious.

[Accessibility]

I'm another one who just registered to say, "thank you". I'm getting my iPod replaced thanks to you guys. This information was awesome. It's very cool when something like this happens.

[samuraki]

It's been 8 days now and the status of my repair/replacement still says "replacement pending". How long did it take you guys to get your ipods back after apple received them? It's taking forever i feel like when they should just be sending a new one out to me.

-Josh

[HavokRacer]

Btheb, thanks very much, i called today about my 5th gen 30gig ipod video not having any sound, and after about 15 minutes on the phone, they said they would replace it, the pre paid package is already in the mail. thanks again

[atascaderokid]

800+ days out of warranty and Apple is standing behind the product.
No run around, just described the problem and was connected to a product specialist without even asking.
Box is in the mail, Thanks guys for the info, the instructions on how to describe the problem were a big help.
And Kudos to Apple for standing behind their products. Too bad the people who have problems with their X-Boxes from Microsoft don't get the same kind of care. (trust me, people are freezing their X-Boxes...)

[mrsg]

So happy I found this. I came real close to taking my son's IPod apart to try to solder the loose connection, but instead called Apple using the phone # and instructions posted by btheb. Awesome service from Apple. They are sending a FedEx box to return the defective IPod and will repair or replace. They gave me a repair ID and I can track it on the Apple web site. The whole process took 15 minutes, at the most. Thanks btheb and thanks to Apple for standing by their products!!

[nekyo]

btheb

I called last thursday and they sent the box for me to send the audioless ipod. I did however open the ipod and i dont know if they'll still replace it, i read a couple of posts here where they also opened their ipod and they still got it replaced so im hoping i have the same luck, im mailing the box tomorrow morning(monday). Will post what happens next, im sure others have opened it and wonder if it's worth a shot. See you guys in a couple of days.

[jkilmer2003]

i just took 25 minutes with apple and they are sending me a fed ex box to send old one, then they will send one in 4-6 days. thank you everyone! and thank you for the detailed call in information....we all get what is fair: WE pay for an ipod and expect them to work ...btw I own a Toshiba Gigabeat 30gb. (video) and it kicks ass>> also, Apple's uses toshiba hard drives.....that's cool!

[redking]

Hey all,

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

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

Will post up my results tomorrow.

Cheers everyone...especially btheb.

[nekyo]

They have received my ipod and are diagnosing the problem or so it says on my repair status. Hopefully they will replace it. The uncertainty is killing me lol

UPDATE ----- Order Status says, Replacement Product Shipped but in the email said the repairs were maid,i would obviously rather get a new ipod but as long as i get one that works im good, will make a final update tomorrow

[Finnkai]

Just wanted to post a "thank you" to this forum as I had the exact same problem with my 5th Generation 80GB Ipod - suddenly no sound, everything else working and when you squeeze bottom left corner sound returns intermittently.

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

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

Thanks everyone.

[Finnkai]

Today received a brand new iPod (5th Gen 80GB). Thank you Apple and this forum.

[stinky634]

+1 on signing up just to say thanks.

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

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

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

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

I will post up the conclusion of this story when it gets fully resolved.

[stinky634]

Called Tuesday, got a box Wednesday, shipped it back Wednesday, they received it Thursday, they found issue same day, shipped replacement to me Friday, will be here Monday.

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

We will see what I get back.