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Help with Ipod

Posted Sun January 15, 2012 1:35 pm, by Stacy M. written to Apple Computer Inc

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I am writing to you today because of the service I received today at your Apple Store in Legacy Village and the disappointment I have in the Apple Ipod product. On 11/16/10 I purchased an Ipod touch for my daughter the other day she fell and the screen cracked, we were both very upset so we called the Apple store and set up an appt. This morning we went in, not sure why they can't talk to us over the phone and we have to waste a trip out of the way to the store to only be told it's $100 to replace it or we will give you $20 off a new one. Really, you can't tell someone that over the phone. So first let me start with customer service, you have none. Not only was the guy not sympathetic as both my daughter and I were in tears but never even acknowledged the fact my daughter fell. he also argued with me as to when I purchased it, he said you bought it in July of 2010 which is not true, I have my info from Amazon and my cc statement which shows it was purchased in November for her Christmas gift. Sorry but I work for a fortune 500 company and we are #2 in our business, why? Because we value our customers, obviously a practice Apple has not adopted. my husband and I work very hard for our money and don't have $100 to fix her ipod and then seriously he offered $20 for the trade in? Target has them for $180 which is already $20 below your store price, what reason would I have to buy at your store? Honestly I have no reason to ever buy another Apple product and my husband I already discussed that we not be purchasing the iphones which we just recently looked into.

I would like Apple to stand behind their products. For being such an innovative company you would think you would produce a product that has some durability. I ran my old Nokia phone over with my car and not only did it still work it didn't even have a scratch on it, now that's a durable product. My daughter did not fall on purpose and choose to damage her ipod, it was an accident, how about some accident forgiveness. I would love to see apple fix her ipod this once for no charge.


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by PepperElf Posted Fri February 3, 2012 @ 8:21 AM

I now know there's an accidental damage handling policy with Amazon.

Looking at a new ipod right now and because of this letter, if I get a
new one it WILL be with a protection warranty.

Because face it... It's ME. ... that means it'll be dropped at some

by t n. Posted Tue January 31, 2012 @ 11:02 PM

She broke it. Why should Apple be responsible? Unless you bought
insurance then there is no reason that Apple should be responsible.
It's not there fault. I'm sorry that this happened to your daughter
and its unfortunate, but Apple ultimately isn't to blame.


by Michael C. Posted Fri January 20, 2012 @ 11:08 AM

Apple owes you nothing. I was a retail manager and in some cases where
I saw absolute customer stupidity cause damage to the item (not
putting any oil in a new lawnmower, running over a huge rock with it,
or having it fall off the truck as they drove away from the
store...all really happened) I offered them a replacement at the
store's actual cost for the item and suggested that they purchase
whatever warrantee that there was that would have otherwise covered
what they did (if it were actually a product defect).

Maybe you can ask them to replace the screen or the unit at the actual
cost incurred. Talk to a manager. They may be nice, but you have to
be nice to them and ask for it as if you were the one that caused the
problem and are begging for forgiveness for being a clumsey person.
Try to inject some humor. Likely, you'll get some cooperation from
someone. Going in all angry that they are somehow responsible will
get them defensive and uncooperative. If you came to me and did that,
you may just be escorted out by security.


"Not only ...." by MA Bellamy Mon January 23, 2012 @ 3:23 PM

by MA Bellamy Posted Wed January 18, 2012 @ 4:26 PM

accidentally ran over a curb with his 8 year old car and broke a strut
tower. He didn't mean to do it. He was missing a pothole in the

I don't get why Ford isn't replacing this! What about Customer


by Tom S. Posted Wed January 18, 2012 @ 7:45 AM

Do you expect Chrysler/Honda/Ford/whatever to pay for your repairs
just because they made the car?

If you follow the logic you displayed in your letter, you must expect
just that.

New parts cost money. Labor costs money. Although some people are
addicts when it comes to their Ipods, breaking one is not the same as
losing a loved one or suffering great bodily injuries - the types of
events for which society expects displays of sympathy. Welcome to

by Wendy C. Posted Wed January 18, 2012 @ 4:58 AM

My dad dropped his Iphone and busted the screen, he didn't purchase
the insurance so he blamed himself and not Apple.. He didn't ask for
sympathy for his clumsiness eventhough he is disabled with back and
hand problems. He learned that next time he buys a touch screen (or
any expensive electronic) item to purchase insurance on it.


insurance - GREAT point since many retailers (including Apple and AMAZON) offer accidental damage insurance. So the OP could have purchased this insurance right from the start! by PepperElf Wed January 18, 2012 @ 4:42 PM

by PepperElf Posted Tue January 17, 2012 @ 1:21 PM

reminds me of a customer i had to deal with one day... He wanted to
get my store's special warranty for his daughter's ipad.

normally we allow customers to do this, even after the original
purchase - but it has to be within a specific window of time AND the
item cannot already be broken.

He was still in the window but... they'd already cracked the ipad.
And he couldn't claim it "came that way" since they'd already
installed apps to it and there was no damage to the box.

So there wasn't anything we could do for him. Sure it sucked for him
but..... ain't our fault. He chose to turn down the extra warranty
until AFTER they broke it.

I'm sure he was just as mad at us as the OP here was mad at apple....
still didn't make it our fault.

by Badcustomer Posted Mon January 16, 2012 @ 6:03 PM

don't understand why you would think Apple should fix this. I mean
if the product was faulty then maybe I could see you asking for some
help. Unfortunately your daughter being clumsy isn't Apple's fault so
you should either suck up the cost and get a new one or make your
daughter earn the money for a new one.


by Casmly Posted Mon January 16, 2012 @ 6:00 PM

I dropped my Android several months back. Not the companies fault,
all mine. Hubby spoke with a rep at a repair shop locally and it
would have cost us $100 to fix. I believe from my experience and
those of others I know that this is a pretty standard price for fixing
broken screens. In my case I opted to continue using the phone even
with the screen the way it is because it still worked fine and does
what I need it to do. Had it stopped working alltogether, I would
have had to pay to have it replaced. Not because it wasn't well made
or because the company doesn't "stand behind their product, but
because I made a mistake.


by sarahsmile Posted Mon January 16, 2012 @ 4:51 PM

Why does the salesperson need to acknowledge that your daughter fell?
Why would he care that your daughter fell unless she fell in the

Who cares?


by fairywithfangs Posted Mon January 16, 2012 @ 2:28 PM

I don't know where you got the idea that an ipod touch was "durable"
but that was your mistake for thinking so - the is one of the reasons
that they make cases for them, and even with the cases you can still
crack the screens. Especially if you drop them.

If is a problem with just about any style touch screen anything - not
just ipods and iphones. And no major manufacturer is going to replace
an item because you broke it unless it is under some sort of warranty
or extended service plan, which is why those things are offered. Even
then there can be a small charge.

yes, the screens are expensive to replace or fix, and this again goes
for touch screen anything. You can always attempt the fix yourself as
I have seen kits for sale.


by RedheadwGlasses Posted Mon January 16, 2012 @ 12:39 PM

Why on earth should he care that your daughter fell, unless it was in
front of him in his store? *I* don't care that she fell. People
fall. I fall. Kids fall. Big deal.

So because she was clumsy, Apple should give her a new ipod? This is
the lesson you want to teach her?

"Accident forgiveness."

i don't know how people with this attitude get through life, each and
every day.


"Accident forgiveness" is allstate's motto - but you still have to purchase their insurance before using them by PepperElf Mon January 16, 2012 @ 2:53 PM

And I'm sure that the "accident forgiveness" plan costs more than the regular plan. by olie Mon January 16, 2012 @ 9:26 PM

speaking of insurance, i didn't know this but you can specifically buy insurance plans for electronics.... by PepperElf Tue January 17, 2012 @ 1:24 PM

by PepperElf Posted Mon January 16, 2012 @ 10:15 AM

Where did Apple EVER tell you that the ipods were drop-resistant? How
is it their fault if you mishandle something? If the device just
stopped working fine... but it broke after it was DROPPED.

If you drive your car into a wall ... is it the manufacturer's fault
that the repairs are so expensive? No. It's the driver's fault for
driving into a wall.

Likewise this is where a child is taught to be careful with her
expensive gifts.

Or where you learn about using protective coverings and perhaps extra
warranties - especially for expensive items given to a child.

Or... think of it like your car insurance. Can you get your car
insured for an accident AFTER the crash? Hell no. The insurance
company will deny the claim.

This is why you insure your items before mishandling them.


by McJohn Posted Mon January 16, 2012 @ 8:08 AM

An old Nokia vs a Touch Screen Ipod touch? Whats the comparison?

Apple is not a support group, they dont really care how it broke, they
only care if its their fault or yours. In this situation its yours.

I always find it funny how people can afford these $200-$400 toys, but
can never find the money to get them repaired when they break them.

Should have started your daughter out with a $60.00 samsung MP3 player
and seen how that went.


by Nate. Posted Sun January 15, 2012 @ 5:34 PM

I think it makes sense to bring it in. It is very difficult for them
to assess the damage without looking at it, and they probably want to
know exactly what is going on before they quote a price.

I don't think there is any sympathy required in this situation either.
They are there to repair your electronics, not provide emotional
support. I'm sure they hear different stories as to how things break
all day long.

They offered to repair it or sell you a new one for a trade in. I
think both are reasonable.

Why should they repair something that broke at no fault of theirs? It
is 100% entirely your daughters fault that she fell and cracked the
screen. Every time you break something, do you blame the company that
made it?


"Every time you break something, do you blame the company that made it?" by RedheadwGlasses Mon January 16, 2012 @ 12:40 PM

by Bill R. Posted Sun January 15, 2012 @ 3:46 PM

Stacy M.

I am glad your daughter is OK.

I have to go with Harley and Steve OH on this one.

Once you get past this you will see that the entire experience lends
itself to numerous real life learning opportunities for you to share
with her.



by KenPC Posted Sun January 15, 2012 @ 3:45 PM

There are insurance options you could have taken when you bought the
iPod. Apparently you did not. Apple doesn't owe you anything. It
would have been nice if they had made sympathetic sounds, but they
clearly don't owe you a repair.

If you look around, there are 3rd party companies who will fix an iPod
screen for a whole lot less. Find one, then find a case to protect
the iPod and all will be well.

by MissNaomi Posted Fri January 27, 2012 @ 1:25 AM

Ken is correct, my husband repairs iPods and cell phones, most of his
work is replacing broken screens. It would be much better to find a
local repairman for the job. Check Craigslist.


by Harleycat Posted Sun January 15, 2012 @ 2:24 PM

I don't see where Apple did anything wrong here. This is customer
damage plain and simple and thus is not covered under warranty.


by Steve OH (IO) Posted Sun January 15, 2012 @ 2:16 PM

product"? Most companies have a warranty that protects the consumer
is the item fails due to manufacturing issues. Your anecdote of
running over your Nokia is irrelevant. 99% of the time, an electronic
item will not survive being run over, so it's not like your situation
is the norm.
I don't need retail workers to feign concern over someone falling "a
few days ago". Presumably your daughter recovered as the only thing
she seemed to be crying about was the broken iPod. Bringing this up
just seems to be an attempt to paint him as a bad guy.


Hilarious!!!! by fishbjc Sun February 5, 2012 @ 11:12 PM

Suggestion for the future:~~ by douggieboy Sat February 18, 2012 @ 11:39 PM

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