Apple / iPod frustration

[badgercat]

So... I just need to rant. This is long, sorry.

I ordered a brand new iPod classic last month, which was a joint Christmas present from my parents and myself (purchased early so I'd have it to use on my travel home for the holidays ). I "made the switch" to an Apple computer earlier this year, and was excited to get my first iPod to complement it. I got it, it worked just fine, except when you shake it in a certain way, there's a definite "clicking" inside, like something is loose. I tried holding down the buttons while I did it just to make sure it wasn't something on the outside--it was definitely internal. Doesn't matter if it's on, off, running, idling, whatever. I think, "hmm, that's not normal," and my boyfriend and I hop on our bikes and cycle the ten miles to the nearest Apple Store (look, I made this cycling-related ).

At the Apple Store, they inform me that indeed, that's not normal, but they can't do anything for me because I had it personalized when I ordered it (Apple will, for free, laser-engrave up to 2 lines of text on the back, which I did with a favorite song lyric that has meaning to me).
"Oh, it's engraved," Apple Store Guy says.
"Yes."
"Did you want it engraved?"
...?! "Yes."
"Well, then you can't do anything here, you have to go through the online Apple Store."

They could swap it out for an un-engraved one there, but apparently that's all. Can't send it in for me or anything. So much for going to the Apple Store whenever you have a problem.

So I left in a huff, muttering something about biking 10 miles for nothing (which, really, it was a nice ride and I conquered some hills that I couldn't have imagined tackling a couple months ago. I was just maybe kinda trying to make the guy feel bad... something about his attitude rubbed me the wrong way, which I can't really convey in a couple lines of dialogue), and got on the phone with Apple when I got home.

I talked to a very helpful young woman who also agreed that rattling was indeed, not normal, and would send me a box to return the iPod for repair/replacement. Which I did. And I get an email this morning that says:

"Our technicians have performed full diagnostic checks on your IPOD CLASSIC (120GB) and have been unable to reproduce the symptom(s) you reported when you requested the repair. As a result of our tests, we can confirm that your product meets Apple specifications for performance, usability, and functionality."

SHOCKING.

So I'm getting the exact same rattling iPod sent back to me, and Apple apparently thinks I'm an idiot. I knew this was going to happen.

So, when I get it back, I'm going to take it to the Apple Store again and raise hell. (Granted, my definition of "raising hell" is something more akin to getting really flustered and maybe crying a little bit ). If they won't do something to vouch to Apple that my iPod is definitely not normal, I may just resort to swapping it out for an unengraved one (even though the personalization was why I ordered it online in the first place ).

Am I being totally unreasonable by expecting that even though it seems to WORK ok (at least now), that when I spend $250 on an electronic device, it should be... solid?

[VeloVT]

Do the new "classic" Ipods still have hard drives (rather than solid-state memory)? That could be part of it. If it DOES have a hard drive, it actually does have moving parts inside.

[badgercat]

Do the new "classic" Ipods still have hard drives (rather than solid-state memory)? That could be part of it. If it DOES have a hard drive, it actually does have moving parts inside.

It does have a hard drive, so yes, there are parts that are supposed to move, and it does make normal clicking noises when it runs. While this is my first iPod, it's not my first HD based mp3 player, so I was expecting some noise from it running. But, as I said, someone at the Apple Store verified that it definitely sounded like something flopping about in there. :/

[wolfak]

The send in service is a pain and slow, but you can work it to your advantage. I had them return a non-functioning iPod with the claim that it was fine, but it wasn't... so I sent it back.

Just keep sending it back to them until it's right. By the third time you go to send it it, make sure you talk to a person...by that point they "have" to send you a new (equal or better) replacement product. That's how I turned an original Click-Wheel iPod into an iPod photo...

I agree with you on the in-store service - they've been getting more-and-more douchey in my opinion.

[pardes]

My iPod frustration got so virulent that I switched to a Sansa and now there is peace in the land of Pardes. I also switched to MediaMonkey software for the Sansa 8 Gig mp3 player and after a bumpy initial setup all is peaceful and happy there as well.

[Flur]

I'm going to refrain from Apple bashing (I refuse to buy their products, let's leave it at that), but as someone who generally gets their way with customer service I have a few tips to offer.

Be calm and be firm. Every time you get on the phone with them or go to the store, mentally tell yourself that you are not going to leave or get off the phone until you get what you want. Don't be unreasonable, but don't be so reasonable that you wind up settling for something you don't want. It also helps if you get into their shoes and try to put them into yours - "If you were in my position, would you think this is okay? Wouldn't you want someone to help you make it right?" Don't be afraid to tell them you're frustrated or that you're flaming mad, but don't yell or freak out because that tends to turn them off.

Also, if you go to the store, don't bring your SO, do your best to smile, and try to speak to a male service person. It may sound silly, but men are more inclined to help a woman out than woman to woman or man to man.

[kermit]

You have every right to rant and you have every right to be a satisified customer. I went through two Apple Shuffle ipods before one worked. Within one month the first one would not turn on and the Apple store tells me I need to make an appopintment with a technician. After two missed appointments due to work, I went in and demanded a manager. I wanted an exchange, you would have thought that I asked for his wallet or something. He hymmed and hawed and I reminded him that Florida laws gives me rights to exchange a faulty product. Well I got a new shuffle and it worked fine. What would the tech have done? Tried to turn it on and exchange it. That set me off. Apple has some strange policies.
All I can say is be a squeeky wheel until you get a product that is to your satisfaction. You'll probably have to eat the engraving but if it rattles is will soon fail. Good luck.