[Pan24]

Hi guys!

I am from South Africa and I'm having the EXACT same problem with my 30gb ipod! The only problem is, we don't have a technical support number like MOST countries. I tried the iStore, which is the closest I could get to to actually speaking to a person from Apple, but alas there were no technical staff to help with the problem. I tried to explain the problem but no one knew what the heck I was talking about and just looked confused. The next and only step left for me is to send my iPod for "repairs" and I wont be able to explain the situation and I'm not even sure we have Product Specialists

Can someone from another country phone, for example, the US support line for help??

Thanks!

[spotlessdragon]

hi guys

i have registered to say a big thanks to all as i have got a new ipod on the way. i am in the uk and just followed what everyone said and got through to a lady who would not even transfer me to a product specialist so i just hung up and called back and spoke to a guy who as soon as i said about pinching the ipod transfered me to a supervisor and 10 mins later i have a new ipod on the way my pod was bought in november 2006. when it arrives i will post to say what ipod i have recieved
thanks again

[Flx3]

I just followed all the instructions provided earlier about calling into Apple due to no sound issues and was treated very nicely. The first customer service rep forwarded me to a specialist and immediately stated that Apple is aware of the problem with the IPOD Classics and is fixing the problem free of charge. She immediately took all of my information and stated that Fed-Ex would be dropping off a box for my IPODs return and upon receipt and problem verification a replacement will be mailed within 4-6 business days. She even apologized for the issue having occurred.

The only negative is that the replacement will be a refurbished IPOD Classic with a new board and connectors per rep, but will have a 90 day warranty. Considering mine was 4 years old - the principals of ACV say that I am still coming out ahead.

Thanks for the info
FLX3

[JET603]

A year and a half ago (Oct 2008) I had this problem with my iPod Classic and I took it to the Apple Store, they declared it a "hardware problem" and since I was still under warranty they simply replaced it. Two days ago it happened again and a Google search brought me here.

I mentally prepared myself for the battle and dialed Apple. PIECE OF CAKE. I am so appreciative of all the trail blazers that fought the good fight before me - my call went smooth as silk. Lots of on-hold time but NO need to fight. I stated the problem and was passed to a Sr. Advisor who gave me a Repair ID# and said all I need to do is take the ID# and my iPod to a UPS store and they will pack & ship it for me. I should have my replacement in 3-5 business days.

According to the girl I spoke to (Kaleigh) they are still required to follow this protocol "we have to get a certain number returned to us for the problem before they'll do something different."

Thank you thank you thank you!

[clbyjack81]

I called Apple, explained the issue, got bumped up to a Senior Advisor, explained the issue again, and then was told that they would overnight a return box for my dead iPod. Once they could duplicate the issue they would send out a refurb. unit. Total time on the phone was just 19 minutes. Thanks for the trailblazers on this forum!

[mandi9]

I also registered solely to say "thank you" so much for your instructions. I followed word for word. The only thing I can add is this: The Senior Specialist with whom I spoke said that it is, indeed, a manufacturer's defect and Apple is offering a one time replacement UP TO THREE YEARS AFTER THE WARRANTY'S EXPIRATION. In my case, I didn't fall into that window, but he made an "exception." He took my info and gave me a repair code. I took the iPod and the code to the UPS Store, as instructed. They sent it off (shipping paid by Apple) and in less than 7 days turnaround time, I should have my replacement. I'll be happy to let y'all know when that happens. THANK YOU SOOOOOO MUCH!

[mandi9]

Originally Posted by mandi9 

I also registered solely to say "thank you" so much for your instructions. I followed word for word. The only thing I can add is this: The Senior Specialist with whom I spoke said that it is, indeed, a manufacturer's defect and Apple is offering a one time replacement UP TO THREE YEARS AFTER THE WARRANTY'S EXPIRATION. In my case, I didn't fall into that window, but he made an "exception." He took my info and gave me a repair code. I took the iPod and the code to the UPS Store, as instructed. They sent it off (shipping paid by Apple) and in less than 7 days turnaround time, I should have my replacement. I'll be happy to let y'all know when that happens. THANK YOU SOOOOOO MUCH!

Make that 5 days! FedEx just delivered my new (to me) iPod. It's a refurb and is currently syncing my library. I couldn't be any happier with Apple's customer service. They really didn't owe this to me and I'm forever thankful for their cooperation. And a HUGE thanks again to the pathfinders of this forum!

[RobynJoy]

The advice from btheb works!! I JUST got off the phone with apple and they gave me a UPS number so I can go ship them my defected 30GB iPod Video and they are going to send me a new one for freeee! They are also going to re-do the engraving that my iPod has. I love apple!! And many many thanks to btheb for posting the great advice!!

Just tell them you want to speak to a supervisor or product specialist, and tell the supervisor that no sound is coming out, but when you hold the bottom right corner, the sound works for a minute. Tell them you know that this is a problem Apple has recognized and that you know Apple wants to stand behind its products and that you would like them to help you get a replacement. I also mentioned it being a 'warranty exception' - so I think that may help also. My iPod was out of warranty, and I had never called before about any issues. Be polite and direct, and it should work!

Yay Apple and btheb!!

[maxell39]

I'm so happy that I found this thread on this forum. THANK YOU! I'm taking my iPod to the UPS Store tomorrow to send my iPod off and I'll be getting a new one in about 5 days. Thanks again for the information.

[MyPod]

I am in Bermuda and I am wondering if I can call that 1-800 number as well. Or will they tell me that they do not service us? There IS an apple store here on the island, but normally staff there don't know anything that goes beyond getting my pay and/or giving me change....

[JR59]

First of all: thanx for your tips, btheb! I called Apple Support (Netherlands) and I didn't even have to ask for a product specialist. The problem was immediately acknowlegded. But the best part is yet to come: I bought my 80GB iPod Classic in December 2006(!), and still Apple is going to replace my IPod. This must be the best customer service I have ever experienced.
Officially, Apple extends warranty in these cases to up to three years. Still, my iPod is going to be replaced after 3y6m of intensive use. Absolutely brilliant. Internet is the greatest invention of the 20th century!

[MaddogWolf]

I have a Classic. Tried to pop it open today, I was unsuccessful. Then uploaded a ton of stuff, put sound boosters on it and my sound doesn't work, even though I was rocking out two minutes before. And I just had a Nano 1st Gen get stuck on hold for all of eternity.

Exactly why I hate Apple.

If this freezer trick works, I won't have to worry about if I destroyed something on the inside while opening it.

[Ozzy]

I must say, I was EXTREMELY skeptical when I found and read this thread, but I figured what did I have to lose. I'd already wasted an hour at "Genius Bar" at which the guy there didn't even do a thing after explaining the situation other than to offer me a 10% discount off of a new iPod Touch by recyling mine!!! I left a bit irrate and made the call to Apple. At first the initial rep tried to tell me about being out of warranty, cost to repair, etc. I followed the recommendations here, stated again that I'd like to speak to a product special about this issue and was put on hold. Took a little longer than the rep would have liked but he came back on every 2 minutes to apologize for the delay. About 15 minutes in, I had a product specialist on the line going through the steps about how to return and what to expect. All I have to do is drop my iPod off at a UPS Store with the repair id# and wait for a replacement. I must say, I was impressed with the customer service but figure Apple would rather do this than face a class action suit. Thanks to those on here for the step by step how to!

[stone123]

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

A huge thanks for this post. It worked perfectly.

[ncnative]

My sound went out yesterday. Same problem, apply pressure to the lower right hand corner and there is sound, let go sound is gone. did btheb's instructions and voila, ipod shipping out tomorrow and a new ipod is shipping back to me with in 7-10 business days. I spoke with John and he was very aware of this problem with 5th generation 30g ipods. overall the phone call was 15 min or less including holding and listening to the prompts. I was VERY happy with the call. They did say that normally there is a $30 charge, but they would waive it and would find out what the problem was and then email me instructions. After I told them what the problem was, I was sent directly to a product specialist. Now I just have to wait to get the new ipod. I was a bit skeptical that this would work since the post for this started wayyyyyyy back, but it still does and you HAVE to tell them about the sound coming back on when pressure is applied in the lower right hand corner. Thanks guys!!!!!

[shabutie84]

The same thing is happening to me. The guy I talked to told me I had to pay 29 dollars so they could help me out. I told him I'd call back later. Do we have to pay that money or do we get a free fix? He wouldn't transfer me to a Product Specialist....told me I had to pay the 29 dollars...wtf.

[kurtnagel]

I called apple today. Same issue with my 60gb video, except that to get consistent sound I had to open the case and press the circuit board (I did NOT tell Apple that). When I spoke with first rep, he immediately confirmed the issue but was not sure it was an issue with the 60gb. He put me on hold and spoke to his rep for a few minutes. When he came back, he transferred me to another rep who very quickly explained that yes, this is a known issue and here is a repair id and all I have to do is take it to UPS and I will see a replacement in about 7 business day! Bravo Apple!

[shabutie84]

Ok so Update! When my husband came home he called for me because he can deal with people better than I can. Voila! He didn't have to pay a cent and the box is on the way. Yay my Ipod is getting fixed. =]

[jobbies]

Wow thanks so much for the home fixes. This will hopefully save me some time and money!!!

[Xushi]

Maybe its just me but i can't seem to get to a Product Specialist. They told me that b/c I was out of warranty and that in order for me to get Phone support i would have to pay them $29 for phone support. That's messed up.

And yes, i did say the same things many of you did but some how, this lady didn't get through to me to a Product Specialist.

Does anyone have the link to apple supported document about this issue on the apple website and forums?

i tried looking it up but no luck.

Thanks

[jdrutkoski]

Just to let everyone know that this STILL WORKS!!! Again, I was leery because the first posts were from 2 years ago. Thank you SOOO much for the advice. I had the same issue as everyone else: 5th generation 30gig video ipod... snap, crackle... no sound... push the right lower corner and it comes back. Took it to the Apple Store. The "tech" took one look at it through some jewelers eyepiece looking thing and said "Sorry, it's a hardware issue. You'll have to buy a new one. But if you give us this one we will give you 10% off of your purchase of a new iphone". Uhmmm yeah let me think about that for a sec... no. Not happy with that answer. I'll google it. Thank the good Lord I ended up here and found the below post. I called Apple at the number listed. Followed the couple of steps. One transfer and 17 minutes later I had a confirmation # and a free ride for my ipod back to CA via UPS. No hassles. They don't care about the warrantee being expired. They knew exactly what the problem was and were happy to resolve the issue. The first guy started to mention something about a phone charge but as soon as I asked for the product specialist he stopped short and transferred me. I'll be expecting my replacement in a few days and the Apple store will be short $300. What a scam they were trying to pull. THANKS SO MUCH!!!

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

[shabutie84]

Originally Posted by Xushi 

Maybe its just me but i can't seem to get to a Product Specialist. They told me that b/c I was out of warranty and that in order for me to get Phone support i would have to pay them $29 for phone support. That's messed up.

And yes, i did say the same things many of you did but some how, this lady didn't get through to me to a Product Specialist.

Does anyone have the link to apple supported document about this issue on the apple website and forums?

i tried looking it up but no luck.

Thanks

Try calling again. The first time I called they told me this and then my husband called and they sent the box. It's being replaced as we speak! Be persistent. If they keep telling you the same thing ask to talk to a supervisor and tell him about the pushing of the button bringing back sound. It will work.

[311guy1]

I called 1-800-275-2273 on June 1, 2010 and spoke to a Customer Service Rep. After I gave him the serial #, he made it aware to me that my 30GB 5G iPod was out of warranty and that in order for me to continue talking with him, I would have to start a service plan and pay for it; but I could tell him my issue first.
So I told him that I get no sound from either the headphone jack nor the dock connector, but when I apply pressure to the lower right corner the sound will cut in and out. Then I told him I've been reading about Apple offering a replacement for the iPod, and he said he believed they would as well.
He then took my info, Name, Email, and Address, and after a minute or so said he needed to talk to a supervisor to get the replacement process started. After a couple minutes, he came back and gave me a repair number and instructions on taking it to a UPS Store where they would package it and send it to Apple. He said I should receive the replacement in a week or so.

Thanks for the help guys. I was gonna replace the headphone jack before I found this forum. Now I get a new iPod! Hope my description help. It seems like they are well aware and you don't have to talk to 5 people to get the process rolling.

[kurtnagel]

Originally Posted by kurtnagel 

I called apple today. Same issue with my 60gb video, except that to get consistent sound I had to open the case and press the circuit board (I did NOT tell Apple that). When I spoke with first rep, he immediately confirmed the issue but was not sure it was an issue with the 60gb. He put me on hold and spoke to his rep for a few minutes. When he came back, he transferred me to another rep who very quickly explained that yes, this is a known issue and here is a repair id and all I have to do is take it to UPS and I will see a replacement in about 7 business day! Bravo Apple!

Wow! I got my replacement iPod today! Get this: I got my original iPod as a prize from a technical conference I attended in 2006. The case was engraved to commemorate the occasion. When I returned the busted unit, I expected to say goodbye to the engraving. Upon opening the unit I found that Apple had duplicated the engraving! Okay, I was stunned. I checked the unit all around, including the serial number, thinking maybe they just refurbished my old unit and sent it back. However, this is definitely a new unit. I can't think of any time I have had a better customer experience. Way to go Apple! I might even forgive some of you Big Brother tendencies now!

[parker0759]

Originally Posted by Xushi 

Maybe its just me but i can't seem to get to a Product Specialist. They told me that b/c I was out of warranty and that in order for me to get Phone support i would have to pay them $29 for phone support. That's messed up.

And yes, i did say the same things many of you did but some how, this lady didn't get through to me to a Product Specialist.

Does anyone have the link to apple supported document about this issue on the apple website and forums?

i tried looking it up but no luck.

Thanks

okay, i had the EXACT same problem, i had to call 3 different times, I thoroughly explained my issue, and that it was clearly a defect, but all the support people were like "your warranty has expired and you must pay $29 to continue". i became angry and called back twice. the first two people were like a broken record "expired warranty, $29" and when i finally got a hold of the 3rd person i politely explained what had happened with the previous calls. she completely understood what i was saying and quickly transferred me to a REP. once again i explained my issue and i was quickly transferred to the Sen. Specialist. AGAIN i explained my issue and within 5 minutes he had made an exception and stated that my box (Fed-Ex) would be here by monday.

[jdrutkoski]

Just as a follow up... my ipod was shipped out 72 hours ago via UPS and today a return package was on my doorstep. I did NOT receive the 120gb model that many of the earlier posts were blessed with. Wishful thinking I guess. What I did have was a brand new 5th generation 30gb video ipod that was in MUCH better condition than the 5 year old beat up scratched up unit that I had 3 days ago. So confirmation that YES... Apple does stand by their product and that their customer service (at least on the corporate level) is outstanding.

[mint_tea]

I followed the instructions and it worked - only thing is, UPS is "offline" until probably Monday and my iPod can't be packaged until then. Will my repair ID still work?

[mattymcmo]

I had all but lost hope about my 30gb ipod with no sound. I took it to the apple store and was told all I could do was trade it in for 10% off a new one so it went into my glovebox to be lost forever untill a few months later I found this forum and I can say without a doubt that btheb saved my musical enjoyment! Follow the directions, make sure you ask for the "product specialist". Although the first replacement they sent me died, they promptly sent me another and I can honestly say that Apple does stand by its products, you just have to know how to ask!!!
Thank you,
thank you,
btheb!!!!!!!

[Metronome49]

Wow, what an awesome company. a five year old device craps out and they replace it for me...

I'm glad I found this thread, or else I would've opened it up and tried to fix something else.

Just followed instructions. The first rep said no, take it to an Apple store, I said , "You haven't heard of the problem?", and asked to talk to Product Specialist. She said I no longer had "phone support" and I could talk to an "iPod Advisor?" the advisor didn't know about the problem, but I mentioned the thread, and how they know about the manufacturing defect already. He transferred me to someone else who did know about the problem, and got the replacement going for me...

Important that you mention the "pushing on the right side of the front to get sound back", all the way through.

THANK YOU btheb!!!!!!!

[Screamn Zman]

I was on vacation in Vermont last week with my trusty 80gb Ipod. Hooked it up to my brother in laws docking station to listen to some music and scratchy noises then nothing. The counter kept going but no sound. I Googled "Ipod no sound" and was brought to this site. Thank goodness. What a life saver! I followed the instructions to a "T" and was immediately sent to a supervisor. I was told to bring the Ipod to a UPS store where there would be a pre-paid envelope for my Ipod to be sent to Apple. $50 one way shipping and Apple paid for it! I then received multiple emails letting me know what the status was on my Ipod. I just received an email saying my new Ipod is being sent to me via FedEx. And this is on a Saturday!

I am amazed at two things:

One. Btheb for being so helpful and considerate. The world needs more people like him.

Second. Apple for standing behind their product even though it is over 950 days out of warranty. What a great company. I wish all companies were like Apple.

What a great Fathers Day gift.

Thanks again Btheb

[AXG]

I registered to reply on this thread, Thanks so much to the trail blazers! I have a 30 Gig video that had no sound until I squeezed it in the bottom right corner almost till it broke. So, I followed the instructions here with great success! I was very apprehensive calling, so I was a bit harsh ("I ain't taking nothing" kinda attitude). I was polite when the girl was forcing the $29 service agreement down my throat, I said no and Valeri gave me instructions to restore my Ipod. I said I would give it a try, it didn't work. So, I called back the next day with a little more gumption and got a guy. I explained everything again and that I tried Valerie's fix which didn't work, as well as kept asking for a supervisor or product specalist (trying to play dumb, so they didn't think I saw this blog). Again, he was trying to get me to pay the $29 as the Ipod was 1000 days of of warranty, I said, "I am not paying you $29 just to tell me what the problem is. I have had 3 ipods and getting close to buying an Iphone. You do want me as a customer, right?". Well, that worked and he said we might have a fix, he conference called me into his supervisor Justin and I explained everything again. Within, 5 mins he told me where to take the Ipod to be shipped. They replied with several emails telling me the status and that they were sending a new unit out for replacement. Not 3 business days later and Fed Ex was trying to deliver the Ipod at my house!

I can't thank you folks enough for the advice provided, saved me a ton of money and time. My only gripe is that if Apple was really trying to show a speedy return and subsequent service, why did they send it Fed Ex requiring a signature? Why not return it the way it was sent? No biggie, just a bit counter-intuitive. I have renewed confidence in Apple and will buy their products in the future.

[blowme2002]

They said they will test it and see if they can replicate the symptoms then send me out a working one within 10 days or so. They said also that if the people at the apple store can replicate the pushing in the corner making it work they can give you a new one right then and there. So if you have an apple store, you can get instant service!
By phone I got through in about a minute, took about another ten to get a repair ID number that can be used to send it to them free from the UPS store.

I once had a macbook pro that they said had the devil inside and they replaced free six months out of warranty, but I had complained about the problem before the warranty was up. Still, free new MBP out of warranty is nothing to scoff at regardless. I don't know of any other company that has such reasonable methods in this regard.

[mchammer]

Hi folks,

Just thought I would post to let you know how I got on with ringing UK customer services about my soundless 30G ipod. Number to call is 0844 209 0611 (5p per min from UK landline).

Chatted to a very nice lady and followed the advice of "btheb" regarding all the symptoms. Initially she said I would have to pay £116 for a replacement model as I was out of warranty period. I explained that I didn't expect to pay as it appeared to be a manufacturing defect, so she went to speak to one of her supervisors and came back with a repair code which I have to take to my local apple store next week which will entitle me to a free replacement! If you don't hear from me again you can presume i'm happily listening to a brand new ipod

Cheers to btheb,

mC hammER

[ffroggy]

Hi Everybody, i had the same problem and called apple (netherlands)
First they said i had to send it in for reparation (out of warranty), but then i referred to the fact that it was a known problem and that you could read it on the internet. I told them that my ipod didnt give any sound and that pushing right down helped.... and they could find that in their databese as well...
Tomorrow they are going 2 pick up my ipod, and for sure i will get a new one :-)
By the way my ipod was 4 years old!!!
Thx everybody!!

[unhomme7up]

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

bthed, I just did what you recommended and it worked great! I didn't even need to argue with them or anything, the lady even asked me if I previously had worked for Apple seeing how I was asking all the right questions and requesting to speak with a "product specialist". Like you mentioned though, its super important to say the pressure thing. I do have to mention that the first thing they told me as soon as I game them my serial number is that my Ipod (30G) was no longer on warranty. Once I spoke with the P.S. he right away asked my for my info and advised me that they were going to do a swap. I acted innocent and asked him what that meant to wish he answered that they were going to send me a box for me to place my Ipod in and that I was going to receive another (working) one within 7 business days. I must add that I was a little worried because I'm in Canada and wasn't sure if this was still going to work, but nope, where you live does not matter so siobhanmt there might be some hope for you. I live in the country so I expect the empty box delivery is going to take more time then if i was in the city, but so far so good. I'll post again once I get my box and so on. Go on you for posting this info, Thanks gain.

I'll keep you guys posted.

[myjunkaroo]

I found this thread last night and called Apple today. I thought that by now the apple customer service reps would know about the problem and not give me the run around. The guy who I talked to kept giving me the run around and trying to charge me the $29 and telling me my 30gb ipod was out of warranty. I basically had to nicely cut him off and tell him that due to the pages and pages on the mac forums about apple knowing about this problem I wasn't paying anything or accepting that it was out of warranty. He put me on hold to talk to his supervisor to get an "exception". The supervisor got on the phone and was immediately apologetic and stated that the customer service rep must have been new since he didn't know to address the problem. He got my info and I took it to UPS after an hour and have mailed it off.
He said that basically one of the companies that supplied parts didn't make them properly. The part doesn't touch properly over time. Putting it in the freezer expands the part so that is why it will start playing music again. Once the piece stops expanding the ipod stops playing again. He also said it would probably cost more to repair it so I'll probably be getting a new one. He didn't say if it would be a refurbished ipod or a brand new one.

[JTMx23]

All I have to say is AWESOME!!! This works perfectly if you speak to them correctly/get connected to the right person at first. Follow the steps listed by BTHEB exactly and you should have no problem. DO NOT let them tell you that the warranty is expired; that's obvious as it only happens with older models due to poor construction. They have fixed this problem with newer models and will send you either a refurbished newer model or a brand new IPod. The customer service reps you are connected to at first do not know anything, you must tell them to either speak with a Technician or to transfer you to one. Once they speak to the technician they will put you on the phone with them.

I received my IPod for free from a friend, who said it was broken if I wanted to get it fixed. I had it re-registered in my name when I called and they took great care of me. Every representative I spoke with was very understanding and wanted to resolve the issue. So I am getting a $200 IPod for free because I did a little research.
REMEMBER-The warranty has nothing to do with this issue, it is a manufacturers defect on older models and Apple is willing to replace them free of charge with a very quick turnaround.

I created this account just to thank everyone who was posted and commented, especially BTHEB! You Rock! They have been giving replacement IPods for over 3-4 years now for this defect and continue to do so. Good Luck getting yours!

[azurplex]

Originally Posted by warnergt 

Believe it or not, I think I just fixed my iPod with the "No Sound" problem. I'll explain what I did.

My hypothesis was that there was a bad solder joint on that component. That's why cooling it (compression/expansion) or pressure on it made the iPod work. So the solution would be to reflow the solder enough to reestablish a solid connection.

I actually performed this fix with the iPod powered on and running. Repeat this exercise at your own risk. I used a Panavise to hold the hard drive and metal backplate out of my way. I used the wooden end of a Q-tip style dowel to put pressure on the device. I used a heat gun to heat the device and the solder around it. While placing pressure on the device -- more specifically, the left edge of the device which seemed more sensitive during my probing -- I heated the left area of the device with a heat gun. These heat guns get very hot; there is a fine line between just enough heat and too much heat. I heated it up for just a short period (maybe 5-10 seconds). I started to smell something (good signal to stop [or you went too far]) and removed the heat while still maintaining as much pressure as I could get on the device. I allowed the device and solder to cool for about 20-30 seconds while maintaining pressure. I even blew on it some to speed the process.

The whole time I did this, I was listening to it play with my earbuds. It continued to play. It's still playing now. I hope it continues to play for a long time.

Here's a picture of me repairing the iPod:

This problem comes from many, many warming/cooling cycles.
Usually from the heat generated by the chip itself. the solder literally cracks apart after so many expansions and contractions (metal fatigue).

You're on the right track to repairing it yourself.
Although, if you can get Apple to send you a refurbished or new one that's a better way to go.
If you want to fix it yourself, you should disconnect the battery so as not to short out any circuits in the process. Also if you're going in, replace the battery while you're at it, it's ready to go if it hasn't already. They can be had for $25 on ebay and even come with a prying tool to help get the case open without damage.
These tiny surface mount components can be difficult to work on with a regular soldering iron and not bridge contacts together.
I think the heat gun rework solution would be best chance of not damaging the parts, if you can get it hot enough without melting other parts. I suggest full disassembly to get the circuit board out alone.
The tough part is knowing when the solder has melted. Rosin flux may be necessary to get the solder to stick to the connections again.
Don't blow on it to cool it off though, you can make what's called a cold solder joint and be back to square one, an unreliable connection. I may be able to confirm which chip id the audio one if I could read the markings.
This would narrow things down to one target in finding the right place to heat.
I think I'll be opening mine today to give it a try.

[azurplex]

The chip we're looking for is on the other side of the circuit board next to the "next" button.
Repeated heat and pressure cycles lead to the failure. Meaning it's a design flaw and hence Apple's willingness to make good.
The chip has a wavy logo and numbered WM8758BG. It's the digital to analog converter which takes the data and decodes it to audio.
When connections to this pup get broken, the iPod operates but no sound at any output.
Re-solder it and it's fixed until years down the road when it happens again.
It's time consuming and takes knowledge and skill to fix so that's why it's cheaper for Apple to send out new ones that their factory is cranking out by the millions rather than fix old ones that have batteries that are likely to fail soon anyhow. Happy customers = repeat customers.

[azurplex]

If you try your own fix, you'll need a really, REALLY tiny philips screwdriver to take the circuit board off the faceplate.
Don't disconnect the screen connection.
I Couldn't get mine back together without destroying it and any chance of a new iPod from Apple.
But I'm the type who likes voiding warranties for fun.

[USAC97]

1000 days over warranty and they still covered it! What amazing customer support! I'm an Apple customer for life!

[[email protected]]

Does anyone have a link to an official apple site concerning the problem?

I live in Denmark, and Apple Scandinavia has never heard of this problem. But they're willing to aknowledge the problem if I have a reference to some kind of official site, message, error number ect.

Even if someone has the serialnumber for their broken ipod it could also be very helpful :-)

[droz216]

I can't believe this actually works....I bought an 80gb ipod off of ebay for $50. I found this thread, read every post, and figured why not give it a try. I called apple, pressed 0 until it asked what product I had, i selected 2 for ipod and it transfered me to tech support. I spoke to Andrew and told him the issue. I said that "the weird thing is that when I press down in the corner, it works!" He said that there is an active issue with that model and he needed to put me on hold.

I was on hold for 8 minutes when he came on and said "good news!" in a very futurama way. he told me to take the ipod to the nearest UPS store, give them my repair number, and they would do the rest. He said that I should receive a repaired or refurbished ipod within 7-10 days. He was SUPER nice and I didn't have to talk to a product specialist, The entire call was 13 minutes INCLUDING being on hold.

Oh, and the ipod was out of warranty by 917 days. BTOTHEB, you are the MAN!

[droz216]

I just received the refurbished ipod about 10min ago.
I dropped my broken ipod off at the local UPS store Monday at about noon. They shipped it to Apple in CA who recieved it on tuesday. I received an email yesterday saying that they not only received it, but are sending an ipod back to me for thursday morning delivery. I knew it was going to be a refurbished ipod since the tracking number said the ipod was coming from Pennsylvania. Fedex just delivered it. and the proof!

[gtrennert]

I have the same problem with my ipod 30GB
I'm in France and called the 0805540003
I hgave an appiointement next week for repair or exchange - we will see
Thanks a lot to all of you

[Laceyj1233]

I just have to say WOW and thanks to all of you that have come before me. I called today and the rep didn't even say anything about my ipod being out of warranty or paying any fee. He said this is a known hardware issue and I will get my box and shipping instructions Monday. Again THANK YOU for this great info.

[stevedana100]

Another big thanks to those who posted that you should call Apple about the no sound on the Ipod!
I just got off the phone and I am also getting a new Ipod. Took about 15 minutes with a couple of short holds but no real problems with either of the two friendly people I spoke to. The first person took my info and said he was unaware of the problem but would talk to his supervisor. A couple of minutes later he came back and said he was happy to report that I was getting a new one and his supervisor would come on line tell me what I have to do. The supervisor was great and all I have to is go to UPS tomorrow and give them the IPD and a repair number and they would send it out and I would have a new one delivered to me in 5-7 days.
It took me 3 days to call them after I first read the posts but I am so glad I finally did.
Let everyone you know about this issue and what Apple is doing to make it right.
I've had this ipod for over 3 years so the warranty is long gone.

[capturedbyrobots]

thank you thank you thank you thank you!

Got a new ipod for free coming my way.
Followed your advice to the letter, and it worked flawlessly.
On the phone on a Monday morning for only 10 minutes and the job is done.
Folks at apple were very nice,
I'm going to the UPS store this afternoon, where they'll box it up and ship it for me,
and then will have a new ipod.

I love the internets.
You guys helped me out so much, as this was going to go in the trash.
I'm so happy I think I'll use those silly emoticons.

:

[rigagoooooo]

thanks so much btheb, the directions were perfect. I was literally on the phone for 10 minutes. All I did was mention the pressure/volume ordeal and the representative out her advisor on the phone to get my information for a replacement ipod. Apple is a great company, but this forum is even better!

[meowskersss]

Call went smoothly! Took about 20 minutes from start to finish. I just have to go to UPS store to send my broken ipod and then my new ipod will be on the way! So glad I will have a functioning ipod instead of an expensive paperweight.

Thanks btheb and Apple!