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richi · 08:22 PM

i had the same prob and im asking did you find a fix cos i did
i will post on here with pic

wookiewoo · Mar 10, 2009, 11:39 AM

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

You are the man!

It worked just like you said. If you're ever in Long Beach, pm me for a beer.

hairyoutlet · Mar 10, 2009, 08:21 PM

thank you btheb, it worked for me too!

socaljoker · Mar 12, 2009, 03:01 PM

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

THANK YOU! THANK YOU! THANK YOU! It worked for me, no problems. Only took about 15 - 20 mins. They are sending me a new (refurbished) iPod.

xjcsa · Mar 13, 2009, 02:00 PM

Just registered to say thanks to btheb and the rest of you for the great info. I had the same problem with my 5G 30GB iPod, and my empty box is coming tomorrow. Kudos to Apple for standing behind their product - in my case over 500 days out of warranty.

ThanksForTheTip · 05:52 PM

Registered to show my appreciation, and to add to the list of people who got through to the product specialist.

My ipod works plays does everything except sound....

Heres how my call went, the 1st operator I asked to be Xfered to prod. specialist, but I think they sent me to technical support...It was some dude in India, who insisted I am out of warrenty, I explained to him 3 times the problem and it is known and he tells me they are rumors...LOL...I insist they are true and validated claims by people on forums "you guys"....and since he wasn't able to help me, I asked to be transfered again to a product specialist. After about 5-10 mins on hold He returns with the product specialist and transfers me over. Within 1 minute of explaining the problem to the very nice lady, she said apple is offering a 1 time replacement to the no sound ipods. WOOOOT! So we go through the info taking and my box is on the way.

Dont give up and dont accept no for an answer, ask to be transferred again. Be very polite, they are people doing their jobs they do not deserve to be yelled at, disrespected or any other form of degradation.

I'll post up another update when I either recieve a new or my old ipod back from them.
Thanks again

-----------------
updated: box came 2 days later, next day Apple diagnosed the issue and sent out a replacement 30 gb video that showed up today :-D.

SSgt P · Mar 22, 2009, 07:12 PM

I just registered to say that the instruction really do work. It's no BS. Thank you btheb. Good job man. Good looking out.

aaartnaz · Mar 27, 2009, 02:11 PM

I ordered a headphone jack from china for $4.65 and replaced my ipod which wasn't making any sound. After the replacement, it still isn't working. I think the problem happened sometime when I left my ipod in my hot car. I've left it in there often and I hope the problem is something that I won't be able to fix. What can I do now? I read that freezer trick and I'll try that but I'm open to some other suggestions.

The Infamous Hobo · Apr 1, 2009, 03:18 AM

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

Created an account just to say this also rofl.

Very very awesome help, i live in Australia and the number for support is different so i was worried but!

i reported the issue got the talk around from someone i couldn't understand and then i had to almost drill it into her that the problem was known and that it was exempt from the warranty clauses lol. eventually she told me she had to speak to someone else, 10 mins on hold later a man was on the phone and he seemed at first like he was going to give me bad news "Your warrenty expired 18 months ago" but in the end he basically said i had to goto there website and print off a sheet of paper and mail it with the ipod somewhere and i should get a replacement, Going to mail it off tomoro.

Cheers And thanks very much

tl;dr

Thankyou so much for the info its spot on.

anicholles · Apr 7, 2009, 12:24 PM

After having followed this thread I took my IPOD with the same problem regarding sound to the Apple store in Trafford Centre Manchester. I pointed out that this is a known problem that Apple recognises. I was told in no uncertain terms that Apple DO NOT recognise this problem and have no interest in these forums - only their own. The product specialist took pains to tell me that Apple have no such problem and all he could do was allow me to purchase a brand new 30Gb Classic for £116 with a 3 month warranty

RobinA · Apr 17, 2009, 10:44 PM

I also just got a new replacement 30gb iPod in about a week. If you are wondering whether or not they will replace one that you have opened - apparently the answer is yes.
I must have opened my daughters ipod 10 or more times. It started out getting soaked in a cup holder after a cup full of soda that was next to it came apart and filled the cupholders enough that the ipod was almost 1/3 of the way immersed (screen down). So I took it apart and cleaned it. The screen was hosed and the battery quit so I replaced those and while that was going on the battery clip came lose from the board. I resoldered it and forgot to clean off the excess liquid flux so the hard drive got shorted and fried itself when power was reapplied. So, then I replaced the hard drive. Finally, the little locking tab for the battery ribbon cable broke but still held the ribbon cable so it was okay. So, I ended up spending $50 on parts and by the time I got all that straightened out I ended up with the "no sound" problem. I discovered the spot on the board that you push on and was looking for more soldering advice and found this forum. I thought there was no way I could get this iPod replaced based on all that I had done to it but the iPod did work other than the no sound issue. Oh, I had also lost some of the blue foam that had been attached to the hard drive and the case of this thing was loose enough you could almost take it apart without tools.
Anyway, I called Apple on Friday, April 10, 2009 and talked to customer service for 5 minutes or so and they were aware of the "no sound" issue and transeferred me to the Product Specialist. I was on hold for 5 or 6 minutes and when the lady picked up we almost immediately got cut off-but she called right back. I told her the problem (I did not tell her about my repairs) and she said they would be sending me a replacement and that they didn't even try to fix the ones with no sound, they just threw them away.
I received a box Monday morning and sent it right back out and it arrived in CA on Tuesday. Wednesday I got an email that my replacement was on the way and Thursday morning it arrived! The tracking info on their website was updated quicker than the email notices that they send so I was able to keep track of what was going on.
I appreciate all the other stories from people that encouraged me to try this! And thanks to btheb!

fishdood · May 4, 2009, 10:10 PM

I just registered so I can say thanks to btheb for the help with this. I have a 30gb ipod video I just got from a friend that didnt play any sound. I read this thread, called the number in the thread and the FIRST person that answered the phone knew exactly what I was talking about and said that Apple knew it was a problem. They are sending me a box tomorrow and within a week I should have a replacement!

Dosent get much easier than that! Total phone call time 15min.

Awesome!

stupidsuck · May 5, 2009, 09:15 AM

Thanks for those instructions, I bought an ipod in need of repair last year off ebay(just needed a new battery) and I ran into this no sound problem the other day. I just called apple, followed the instructions and a box is on the way.

madaz323 · 01:33 AM

What a gc betheb I followed your instructions and the guy on the phone talked to the representative and then told me my case number which I take in to any authorized apple reseller and get a free ipod.
By the way I bought it for $10USD with a mint case thinking it was a audio jack problem but it turned out to be this problem. Im in New Zealand so if any one else is in NZ try it.

wildeman · May 12, 2009, 05:52 PM

THANK YOU THANK YOU THANK YOU!!!!!! I just registered to say thanks, it could not have been easier! The customer service rep was in the US so that was a plus and he new of the problem and told me he would connect me with a product specialist after he got some info from me. He was very professional, helpful and polite. I was then sent to the prod specialist and he was just like the rep and got me all set up ---- box will be here in a day or two! I was also out of warranty and it was no problem. I asked if i could have the last names of the guys i talked to but they said it was against policy. I explained that i just wanted to give them kudos for such great service and the wonderful attitudes that they had. If you have this problem just give them a call it does work. total time on the phone was 20 min 40 sec. Yes I did time it just to see how long it would take LOL!!!!

raefism · May 13, 2009, 03:53 AM

I also wanted to say thanks to btheb! you legend! I am in tassie (australia) and rang the support number for here ... bingo! took the broken one in to the apple store and they will have a replacement for me in 2 days ... it was three yrs old and out of warranty but they said they would overlook that as there has been a larger than acceptable fail rate with this issue.

cheers and go for it, it was v. straight forward

r

Jwally88 · May 14, 2009, 03:55 PM

I called and told them that my ipod had not been working and they are going to replace it!! THANKS!

midgarstorm · May 20, 2009, 08:52 PM

Does anyone know if this strategy works for a 3rd generation iPod Nano? The sound stopped working all of a sudden, and pushing the bottom-right part of the wheel doesn't do anything. The sound sometimes comes back, but it is very poor. This really bothers me since I've had this iPod for a little bit over a year- just out of the warranty time frame.

Jwally88 · May 20, 2009, 08:57 PM

Originally Posted by midgarstorm

Does anyone know if this strategy works for a 3rd generation iPod Nano? The sound stopped working all of a sudden, and pushing the bottom-right part of the wheel doesn't do anything. The sound sometimes comes back, but it is very poor. This really bothers me since I've had this iPod for a little bit over a year- just out of the warranty time frame.

I would tell you just to call and see what they say. It's worth a shot

midgarstorm · May 20, 2009, 10:52 PM

I called them and told them what was up. Apparently, not much is known about the Nano problem-it's more common with the regular iPods. I basically got an offer for a new 4th generation Nano(I had a 3rd) for $99. I guess it was worth the call. Definitely give it a try if the same thing happens to you- you may be able to go further and score a new one for free. I wasn't super persistent since I didn't have a normal iPod.

Porrohman · May 26, 2009, 02:46 PM

I have the exact same problem with my 5th Generation 80Gb Video iPod which I bought new in January 2007.

I followed all of the advice in this thread and then called Apple Customer Services. On my first call, I was referred to an Apple Service Centre but they couldn't help. On my second call I was told that I would need to talk to a Customer Relations officer but as it was the weekend, and they only work Monday to Friday, I would need to call back on a week day. On my third call I was transferred by Customer Services to a Customer Relations officer. They called their product specialist and, after holding for a while, I was told that Apple have no knowledge of this issue and that my only options are either a £42 discount off a new iPod or a repair of my existing iPod for £136. No matter how much I tried to persuade the customer Relations officer that this is a known problem and that Apple had established a policy of how to deal with it, they continued to deny that there are any known issues with the 5th Generation 80Gb Video iPod and refused to offer me a replacement iPod.

Can anyone suggest what steps I should take next? Clearly this is a known issue so I can't understand why the Customer Relations officer I spoke to is denying that there are any issues (not just this issue but any issues of any kind) with the 5th Generation video iPod. I tried to point her to this forum but she wasn't interested...

iuplyte · May 27, 2009, 09:38 AM

my ipod also stopped playing sound about a week ago. I had the same issues pressing down on the bottom right of the ipod worked until you let go. After finding this thread i printed out the instructions on how to get through the apple b.s and convince them my ipod has the same problem as everyone elses. I have a 5th gen 30GB video. After going through all the automated screens (press 0 repeatedly) I was connected with a customer rep, i simply told him that my ipod was not working and that apple was aware of this defect and i was told to speak with a product specialist. He didn't ask any more questions and connected me with a product specialist. the specialist was very friendly and asked about the specific problem. make sure you tell them that your ipod only plays music when you press on the bottom right of the ipod. She tried to ignore the problem and made comments that only certain serial #'s had that problem and that it had been corrected. You have to be persistent yet friendly and I told her that my problem is the same as the previous issues and she then helped me out. I received an email that i should be getting a box to mail my ipod back and then will have a refurbished ipod with new casing/ batter in a bout 4-6 business days. Thanks Btheb for posting that info it really works!

jimcot · May 30, 2009, 08:20 PM

Had the same issue with my IPOD, followed the directions as noted in this forum.

The first time I called, I believe that I was routed through India and had some difficulty with the customer specialist and was inadvertantly hung up on when attempting to route to the product specialist. Called back and was forwarded to the product specialist, Kent, who was extremely polite and friendly. He documented my case and is sending a prepaid FedEx for me to return my IPOD to be replaced.

Kudos to this website and Kudos to Apple for taking care of this valued customer. Apple has won this customer over.

sreeram_k · Jun 1, 2009, 10:29 PM

Thank you, I just registered to tell everyone that the suggestion made here works! I just called (7:00 pm PST) and told them exactly that - No sound and when I press the bottom right corner, it works. I told him to transfer me to product specialist, the support person handling the request said he himself is a product specialist and hence can take care of it. I was done in probably < 10 minutes! I am going to receive the box tomorrow and am going to ship it!

I also want to say that "freezer" idea works as well, but very briefly...After keeping for 20 mins in freezer, I probably could hear music for 15 minutes before the sound went off again!

THANK YOU!

thatbaldguy · Jun 8, 2009, 12:34 PM

I'm the biggest "SNOPES" guy on the planet, but had an Ipod with no sound a few minutes to kill... called the number, first guy I talked to started to tell me how old my Ipod was... told him about the squeeze... he talked to a rep, and everything went like listed here! Told me the box would be here in 2 days. Total time, 20 minutes on the phone...

gotta love the internet... and just like the others who said they registered to confirm that it works, I did too...

thomsir · 01:44 PM

just follow this advice from the awesome btheb and get a replacement ipod from Apple.

N.B. Apple will state:
a) they will check to see if you actually have this defect
b) they will check to see if there is evidence of accidental damage
c) they will check to see if there is liquid damage.

If all checks out you're good to go.

Another N.B. : there is no additional warranty on your new replacement ipod.

my status:
- told them about 'the squeeze" which, in fact, did make the ipod produce sound temporarily
- got a product specialist
- told me I'd get box to mail back ipod in 1-2 days
- total time on phone = 20min

DNSerrano · Jun 15, 2009, 04:56 PM

I had to register like so many others to say thanks! This process does work! The box should be coming in a few days for my 5th Gen iPod Video. I had the same problem with the sound being cut off and only working on the lower right hand corner. Saw this site and the next day I called Apple. Had a few run arounds but I asked for a Product Specialist and a young lady named Denise helped me out.

She even informed me that the new iPod I was getting comes with a 90 day warranty, so that answers some of the questions that you guys have been asking. Thanks once again to the poster of the info! You saved me $120!

~David

SunRydah · Jun 16, 2009, 12:46 AM

Like everybody else, I wanted to come back to say thanks. I was looking for an answer to this issue for a while b4 finding the thread! Good Money! Thanks!

pwtransit · Jun 18, 2009, 03:45 PM

I was skeptical that I was going to have to twist someone's arm to get this to work. However, it was as easy as calling. Thank you!

DavidEHickey · Jun 19, 2009, 01:03 PM

THANK YOU EVERYONE. I had the same problem with my Ipod, it just quit playing but everything else worked fine just no music. It was over 3 years old and way out of warranty so I figured it was trash. So I did a little investigating on the net and I read were if you push in the right spot it would play. It did play but only when pushing. SO I decided I was not pushing hard enough. I pushed apparently to hard and broke it. I got a frowning face on the screen. So I then got out a screw driver and pried the back off to look inside. Of course nothing I could do. THEN I read here that it was a manufacturing defect and Apple would replace the unit. Figures after I already broke it and made matters worse. I figured what the hell and called them up, got a great service rep, told him the whole story including how I broke it. Not only did they ship a prepaid box to my house to mail it back to them they even sent it next day air. I mailed it back to them and 2 days later I got an email that my replacement Ipod was next day aired back to me but required a signature and that nobody was home to sign. I'm going to Fed Ex to pick up tonight.
That is without a doubt the BEST customer service I have ever experienced! Who ever posted the information THANK YOU!

slatchley · Jun 22, 2009, 04:29 PM

My son came home with an ipod that suddenly had no sound. Everything worked normall, but noi sound, just like everyone else on this thread BUT... I had a 60gb ipod that I wasn't using much (it did work tho) so I said take mine and use it. He proceeded to wipe mine clean and transferred all of his songs to it. Lo and behold, now MINE has no sound either. How can it just be the logic board. It seems to me it must be something in the Itunes software. Is this possible? Can it just be coincidence that as ssoon as he hooked up my IPOD to his computer that the logic board went out. Yes, the squeezing does get sound on both units. Baffled by this, but I am sending the info to get new ones.

annacharlotte · Jun 23, 2009, 10:35 AM

Count me as one more who registered just to say thank you. I admit I was sceptical but I thought I might as will give btheb's advice a shot. I am in the US, called the service number, hit 0 til the automated guy stopped trying to dissuade me from talking to a real person, was connected DIRECTLY to a product specialist who IMMEDIATELY acknowledged my problem, authorized a warranty exception and took my shipping address--box is on its way! I have a 30G 5th Gen ipod which is OLD (4+ years?) and waaay out of warranty...not to mention I bought it from a shady guy on Craigslist. And this solution worked perfectly! The whole thing took about 10 minutes. I am SOOO pleased. Thanks!!!

SabreRyan · Jun 23, 2009, 06:52 PM

This absolutely worked. I thought I'd somehow screw it up, but it really took no prompting from me. I simply stated the problem and the rep took it from there, as if she was well aware of the issue and what was to be done. She did put me on hold to "get permission for this exception," but any doubt I had about this procedure working had already dissipated. She reminded me several times that my iPod was severely out of warranty, and that they were really doing me a favor by replacing my three year old 80G video with a brand new one, but guess what? They are.

The whole experience was wonderful from a customer service standpoint, and I can't wait to listen to my new iPod. And since she said the box would probably be here tomorrow, my guess is that that will be sooner rather than later. I seriously would have asked my rep (Sarah!) out on a date if she didn't live 1000 miles away. I sincerely thank you all for proliferating this thread; if it would have died 6 months ago, I probably would have assumed it no longer worked. And I registered just to keep it going. Good luck to you all!

calandra1122 · Jun 24, 2009, 04:23 PM

I just wanted to thank you so much! I have a 80gb 5th gen ipod that lost all sound today. I was DEVASTATED!!! until i read your posts. I thought I was out a birthday gift and my husband $500... I did the toggle reset, wipe out and reload and NOTHING. I called apple while reading the posts and got to the one about holding down the right corner and WAH LA!!!! SOUND! I conveyed the miracle to the customer rep who then was like "REALLY?" So he tranfered me and and I got all set up for a return and a NEW REPLACEMENT!!! I can't say what it'll be, but it'll be replaced free of charge. So, it is a known manufacturers defect that they are fixing...for the time being- the rep said...so if you got issues like the no sound, get it done FAST!!! Don't be crazy and throw your ipod away! APPLE is working out the problem! Thanks again to the posts and APPLE!

socalmacuser · Jun 25, 2009, 05:23 PM

Ok, after reading about this problem with 5th generation iPods on here, I bought an iPod on ebay for 45 bucks. It did not have sound either on the dock or the headphone jack (as it was offered on ebay). So, I called the number listed here, went through the protocol and I received a box from FedEx to send my "new" iPod back to Apple (because of the "warranty exception"). I'll bet Apple will eventually tire on doing this because once word gets out on a grander scale (which, you hope not, but it will) and I'll bet they will quit doing this exchange/repair program. Finally, for once, someone can actually get ahead of Apple on something. Congratulations and much thanks to btheb for your work on this. You will have made some people very happy with what you have posted!

psudewd · Jun 25, 2009, 08:38 PM

It is amazing that customer service still exists, and Thanks to this forum, I should have a new ipod in about a week. I took me just a bit over 30 minutes on the phone and the end result was, Apple will be sending me a box to return my ipod, and once it's received they will send me a replacement. WOW!

At first they were simply pushing that my warranty was well past expired..we've never heard of this problem before.. Then they offered the 129.95 repair service.... But after some gentle persistence and a fair wait on hold the person came back on the other line and said... It appears Apple DOES have a history of this problem, we can go ahead and setup a free replacement at no cost to you. WOOOHOOOO! Be prepared for many Indian operators and some spectacularly nasaly Indian hold music. But it's well worth it.

THANKS AGAIN btheb!

fireeyedboy · Jun 30, 2009, 07:19 PM

So I have a 5th generation 80 gigabyte white Ipod that is 586 days past warranty. I followed the instructions, but the representatives will push the fact that your ipod is out of warranty. Just keep mentioning the pressure in the bottom corner and that its a manufacturing defect after about 5 minutes. I finally got the rep to speak with a product specialist. He again said my Ipod was way past warranty (586 days), but that it was a major manufacturing defect and that they don't repair manufacturers defects past the warranty although he would make a 1 time exception to have it sent in for inspection. And even though it is being allowed in for inspection that he couldn't guarantee that apple would replace it. Overall the product support was very good. I'm just awaiting the box to ship it in and then to see if Apple will indeed replace it. This really works. Even if you think your Ipod is way out of warranty and you just cant be helped, give it a try and just be persistent that it is a manufacturing problem. At most you lose 15 to 20 minutes of your time. (If you are like me, your Ipod is worth EVERY second)

slatlakecity1441 · Jul 6, 2009, 05:44 PM

i am not a usual member of forums but in this special case i signed up just so i could post .

THIS WORKS.

as of mid may 2009 apple now accepts all 'no sound ipods' for a no questions asked switch no matter how 'out of warranty' it is (mine was +500 days) .

follow the instructions in the previous posts and when they connect you to the technical support (as they always do) dont fret. of course they will say you are out of warranty (that is there job so dont get annoyed) but just explain your situation and make sure that you say it is a manufacturing defect over and over. i even mentioned this forum about the familiarity of the problem (the apple website forum also has posts on this problem, although not as helpful).

with any luck you will get a techy that has heard of the problem and will side with you, as i did and transfer you to the product specialist asap.

the rest of the phone talk went down like everyone else posted, expect he did say that this was a well known problem and that no matter how old the ipod is apple will replace it. so rest assured you will get a new one.

i must say it is good for apple to stand behind there product but also for all those posting their feedback.

drock · Jul 6, 2009, 08:24 PM

I had a 30 gig ipod classic for 2 years when the sound stoped. I had a warranty thrue best buy , had it replaced . It worked for 2 weeks when it stoped working again ( I think it was one that someone else had returned and they tried refurbishing). Instaed of taking it back to the store I called Apple . It was exactly like you said . The first coustomer service person did not have a clue , was very rude , and didn't care to help me at all . When I reached the product specialist she couldn't have been nicer and connected me to someone else who was extremly cool and laid back who admitted it was a "hardware defect" and they were giving "replacements". Don't let them BS you. Tahnks again!

ExperienceThis · Jul 7, 2009, 12:49 PM

Thank you! Awesome! I'm in shock! Thanks for the information. I'm in process!

lowwriderr · Jul 8, 2009, 12:15 PM

WOW! Is all I can say. I thought I would be the one who got the mean Product Specialist/Engineer but i wasn't, they were amazing!
If you reading this and you have not called yet.......DO! They almost sounded like they have received this phone call a hundred times.(because they probably have) So I think it may be just a matter of time before they stop. I was looking at switching between the pc I have now and going with a mac pro, this may have put apple over the line.
I was like why would people sign up just to post a thread on here about this issue. But after I called and they are sending me a new ipod I can think of $399.99 reasons why! Thanks to all the threads. My call took 25min talk to 3 people. Worth It!!!!!!!!

Electric Wizard · Jul 9, 2009, 05:28 PM

Thank you for this post and information. Finally found an answer to this question, called apple and told them about squeezing the corner and they are sending a box for a replacement. Ipod was 3 years old and is still covered today from this defect! 09/07/09

Signed up to thank the forum! Thank You!
- Phone call was around 7 minutes!

mpd · Jul 10, 2009, 08:50 PM

Originally Posted by wookiewoo

You are the man!

It worked just like you said. If you're ever in Long Beach, pm me for a beer.

I had this "no sound" problem today and followed the directions to call Apple, this Ipod is 3 years old. It worked, I was on the phone for 30 min and will have a new one in 10 days. The people from Apple were very nice and gave me no problem at all. At a time when sooo many people are out of work and most companys don't care about the "little guy" I'M GLAD I BOUGHT AN APPLE!!!

mbrindam · Jul 10, 2009, 09:52 PM

Another registration to say "Thank you!" to this forum, and specifically btheb!

I got to the product specialist right away, and he didn't seem to know about this particular problem, but said there was another known one with the headphone jack stopping working. He put me on hold for a couple minutes and came back saying they would set up a return under this issue! This ipod lasted at least 3 good years (black 30Gb ipod video), but had the no sound problem today. (also, stopped playing video a month or so ago - just freezes)

Psyched that Apple is taking care of it's customers with this problem, and for this forum for bringing this process to my attention. macnn.com + btheb FTW!!!!

ganny76 · Jul 13, 2009, 04:14 PM

My IPOD started doing the samething this weekend. Did not know what was going on until I found this thread. I called customer service and they told me to take it to the apple store. I then explained that the closest one was 4.5 hours away. He called a product spec. and then came back and told me that it was my problem and that was all he could do. I called back, this time told the same story as before and they girl told me it was THERE problem and she was sending me a box. So if you first dont succeed try, try again. Thanks to all of you.

SPG900NY · Jul 14, 2009, 04:46 PM

My 30GB Video iPod stopped making sound the other day and so I did a google search and found this thread. I pressed the side of the case and presto, there was sound briefly. Used the info to call Apple and the rep started looking up local Apple stores for me after saying this "extended warranty" program for this issue expired last month, and that was when I asked to speak with a Product Specialist. Within 10-15 minutes, the Specialist told me she was sending me a package to send my iPod back. I don't know what I'll get in return -- if they'll fix it or just send me a new or refurbished one, but I just wanted to say THANK YOU to everyone here. I have never been a big Apple guy (my iPod is "recycled" from my stepson after we gave him an iPod Touch for Xmas), but this certainly has opened my eyes to a company that is standing behind their product. I told the rep I wonder if I had bought any other MP3 player, would the manufacturer be standing up for their product a couple years after it was out of warranty? She said Apple is trying to differentiate itself from these other companies. Well, they succeeded as far as I'm concerned. I'm still a PC guy for now, but I am very impressed by the customer service.

Thanks again, everyone!!

icog · Jul 14, 2009, 10:23 PM

Thank you all. I had the same problem, called them and they said they'll ship a replacement box. I bought 4 ipods (3 as gifts). I hate apple (coz of a bad experience with iPhone). But the fact that they agree that this is a manufacturing defect, even after warranty, makes me appreciate apple. Thanks again for this very helpful thread and posts.

onepostonly · Jul 15, 2009, 12:45 PM

Like others before me I would like to thank btheb and others for their advice. I thought perhaps the advice only applied to Apple in America but I was able to get a 2 1/2 yr old ipod replaced through Apple uk.

It was not as easy a process as some others seemed to have - it took well over a week of phone calls - I was initially referred to a local repair centre but could not get anyone there to answer the phone or reply to messages, then I was told to bring it to a Genius Bar in an Apple store which is quite a long way from home. They were unable to help in anyway other than to offer me 10% off a new ipod.

I decided to give it one more go - and after a bit of friendly persuasion was finally allowed to return the ipod for a replacement.

Usually I would not have been so persistent but the ipod was in immaculate condition and had been very well looked after so I thought it was worth trying. I would have been happy enough to accept that it was too far out of warranty, but when you read that others are getting theirs replaced - well - that altered my perspective I suppose.

In my three phone contacts with apple support I was on the phone for easily 2 hours in total - so I can't say it was made easy for me - but the end result is that I have a " new or refurbished" ipod (it looks new to me).

So once again thankyou.

and

thanks to the final Apple Support gentleman who was so helpful.

Hass · Jul 15, 2009, 03:02 PM

thank god for this forum...if it wasn't for you guys i would have a glorified external hard drive...followed the steps and in 30 minutes the product specialist got my info down...i should be getting a fedex box to send in my ipod...thanks for everything

JackieJeter777 · Jul 19, 2009, 05:23 PM

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!