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milhous · Nov 3, 2002, 08:39 PM

I just did a quick search to see whether or not this topic was previously covered and doesn't appear so. If it already is, the my apologies.

I just started having problems with my iPod where I only get less then 1 hour of continuous playback before it turns off. This was a refurbished 5gb unit that I purchased from SmallDog Electronics back in July of this year for $299 with a 90-day warranty (which was extended to 1 year). Then of course the new iPods came out at MWNewYork with the new 5gb solid state scroll wheel version for $299. Nevertheless, I wasn't disappointed at all.

To make a long story short, I call Apple up and tell them my problem. I gave them my serial number and I told him that I was running version 1.2 of the iPod software. He then tells me to update to 1.2.1, which I didn't know was out and then told me to try charging it directly from the ac adapter. Then, he gave me a URL that I can use to initiate iPod warranty repair. Unfortunately, the update didn't work and I'm pretty much sure that it's a bad lithium-polymer battery.

So for any of you iPod folks that would like to get service from Apple directly without any phone hassles, here's the link to use (AppleID is required to use this service):

http://depot.info.apple.com/ipod

It will verify your serial number and warranty period. They will also send you a prepaid box with instructions on how to ship the unit back. I'll update this thread to keep you guys apprised of how the warranty service works out for me.

OpenStep · Nov 3, 2002, 09:08 PM

I had to send back my 5 gig using the link you gave before and had absolutly no problems. I got my iPod back in about 3 days total with no problems at all. Sure beats arguing on the phone with an Apple tech trying to prove a play button doesnt work

milhous · Nov 11, 2002, 02:39 PM

Now I'm a little upset.

I'm checking the service status online and it's telling me that after they received my iPod that they were not able to find the problem. It says that "Failure Not Validated".

This is just great. After I check the appropriate selection of what the problem was in addition to stating on their online form that my iPod was giving me less than an hour of playback time, they're returning it to me without anything being done about it?

I really hope there's an error with that description. Time to call Apple again.

Nebrie · Nov 11, 2002, 03:44 PM

If you live near an Apple store, it might be better to take it there. I took my 5gb ipod there, and showed the genious the problem. He went to the back room and came back with a shiny new ipod (just the ipod in a brown box).

milhous · Nov 11, 2002, 07:09 PM

Ok, so later this afternoon, I contact Apple and see if they can shed any more light on my case. The lady was then nice enough to forward me to a tech to see if I can get a more in-depth explanation. Apparently the diagnosis' they report may not be accurate. It could mean that they were not able to validate the problem I was describing, but instead may have found some other problem which could've attributed to the problem. Yeah I know it sounds confusing.

Anyways, the tech further told me that their iPod repairs aren't as descriptive as say repairs on a G4 tower or a PowerBook, so even when I get the bill from Apple as to what parts were replaced or fixed, it may not even state what was wrong with it or what was done to correct the problem.

I should be getting my iPod sometime tomorrow. I'm hoping that I'll be getting a lot longer playback time then 1 hour.

milhous · Nov 11, 2002, 07:10 PM

Originally posted by Nebrie:
If you live near an Apple store, it might be better to take it there. I took my 5gb ipod there, and showed the genious the problem. He went to the back room and came back with a shiny new ipod (just the ipod in a brown box).

Once I get my iPod back and find out that it still hasn't been fixed, I'll take your advice and drive to the nearest Apple Store (approx 50 miles away) and see what they can do for me.

milhous · Nov 13, 2002, 05:01 AM

I got my iPod back last night and I'm pleased to report that the battery issue has been resolved, despite the fact that it said that there was nothing wrong with it. I didn't get a chance to play with it much, but I had it set to play through an entire playlist which was about an hour in length and still hasn't died. Thanks Apple.