appleipod

Black text is for explanation

Blue is what I wrote / emailed to AppleCare

Green is what AppleCare emailed to me

This is a cautionary tale. If you thought that PCs and Microsoft represented the evil empire, and that Apple was the shining light on the hill, then you are wrong. The cracks in Apple's armour are widening. Recall the trouble early G3 ibook owners had with their motherboards, and the battery problems of the early ipods, showing up Apple's public relations and engineering problems, respectively. Please don't think that I'm a Microsoft afficionado and hate Apple. The contrary has been true until last month. My first computer was a Macintosh IIcx and I progressed through LC, 6100/66, 8500/120, G3 iBook, and was (thank God) procrastinating over buying a new iMac. After this experience, they'll have trouble convincing me to buy Apple again.

The tale unfolds thus: The old 5GB iPod was always full, so I bought a new 40GB iPod for my boyfriend. He was ecstatic. It was his pride and joy, and he treated it reverently. He loved it more than he loves his sisters or his dog. He kept it in a padded case, so it didn't get scratched or dirty. There was no chance that he would drop it, lean against it, or even leave it in the sun, and noone else was allowed to touch it. 2 months later, a crack appeared on the screen.

It was clear to me that this was an engineering problem. The new iPod is subtly smaller than the original, but the screen, the hard disk and electronics still have to be fitted in there somehow. If the screen isn't fitted into the casing perfectly, then it will be under constant bending stress, and will inevitably crack.

You can't take an iPod back to the vendor for warrranty service. You have to go to the website, print out a mailing label and send it to Apple. You don't get to talk to anyone; the sole method of communication is by email, and the submission of the initial complaint via the website. By this method I explained the problem:

"From the time of purchase, the battery icon did not display properly. It was difficult to see, because the contrast on this part of the screen was much less than on the rest of the screen. (I was not told about this until last week). Last week, the battery icon disappeared, and a crack appeared in the top right corner of the screen before it propagated vertically.

This is the second iPod which my boyfriend has had. It is "the best gift" which he has ever received; his first iPod is the second-best. Accordingly, he treats it almost reverently: It lives in a padded case (made by STM); it is never left on a couch or chair; he avoids touching the controls if his hands are dirty; it was certainly never dropped.

I believe that the dark area in the top right of the screen represented an area of stress from the time of assembly, and that a fatigue (stress) fracture was inevitable."

This is the reply from AppleCare. Bear in mind that the ipod was bought on 29 September 2004, and the warranty is for 12 months from purchase.

From: mailinrepair@apple.com.au Date: Tue Dec 14, 2004 10:05:43 Australia/Perth

Dear Apple Customer

Thank you for choosing AppleCare Repair Service for the repair of your Apple iPod.

The iPod you have submitted for repair is outside of its warranty period. As a result, repairs to your iPod are not covered under the Apple Limited Warranty and if you choose to proceed with the repair, an out-of-warranty charge will apply. To ensure the highest level of quality and reliability, all work will be performed by Apple-certified technicians using genuine Apple parts.

Alternatively you can choose to have your iPod returned to you as is. As detailed on the AppleCare Direct Mail-in Repair Service website, in order to return an iPod which is not covered under the Apple Limited Warranty, postage and handling charges will apply.

Should you not wish to incur any charges, you can choose to have Apple retain and recycle your iPod at no charge.

(A) I wish to have my iPod repaired out-of-warranty. I accept the out-of-warranty charge of $349.00, plus postage and handling of $19.95, totaling $368.95 (inc GST). Click the Link below to accept option (A) repair .

http://support.apple.com.au/repair/FMPro?-db=ibooker&-format=release.html&-lay=internet&upscode,etc,etc,etc

Please indicate by reply email your choice of the following options by clearly specifying (B) or (C) in your reply:

(B) Please return my iPod as is. I accept the postage and handling charge of $19.95 (inc GST).

Note that any charges agreed to above will be charged via Australia Post and will be due upon collection of your iPod from an Australia Post outlet. You must pick up your iPod within 14 days from the Australia Post outlet noted in the card left in your letterbox (it may not be the same outlet where you dropped your iPod off). Please watch out for this card when collecting your mail.

We await your instructions.

If no instructions are received after a period of sixty (60) days from this communication, we will retain and recycle your iPod at no charge (ie option C above).

Yours sincerely,

AppleCare Service

Outside of its warranty period, after less than 3 months? Time flies at Apple!

My reply to AppleCare Service Date: Tue Dec 14, 2004 10:31:02 Australia/Perth

To: mailinrepair@apple.com.au

Dear AppleCare Service,

The iPod is not outside of its warranty period. It was purchased on 29 September 2004. The "Apple One-Year Limited Warranty" is current for one year, and therefore expires on 28 September 2005. It is not yet 2005. Please check your calendar, then correspond again.

Yours Faithfully,

Over a week later, AppleCare writes again.

From: iPod Mail-in Service <mailinrepair@apple.com.au> Date: Wed Dec 22, 2004 15:51:23 Australia/Perth

Subject: iPod Service Request

Reply-To: webmaster@apple.com.au

Thank you for using the iPod Mail-in Service for your iPod, serial number JQ4217W2PNU. As the request was placed on 6/12/2004, could you confirm whether you still require a service on the above product by return email please. If no reply is received within 14 days, your service request will be removed.

Regards

AppleCare Australia

AppleCare really has a problem. Doesn't AppleCare remember that it has received my iPod, and that it has decided that the iPod is outside its warranty period? What will happen if the service request is removed? Will AppleCare forget altogether that it still has my iPod? Time for a reminder email...

To: webmaster@apple.com.au Date: Thu Dec 23, 2004 23:32:29 Australia/Perth

Cc: mailinrepair@apple.com.au

Subject: Re: iPod Service Request

Dear AppleCare Australia,

I sent iPod to you as instructed. You wrote to me on 14 December. I wrote back to inform you of your error. A copy of our correspondence follows (plain text, see below). Please write again soon, and do not remove my service request.

Merry Christmas,

--------------------------------------------------------------------------------

From the time of purchase, the battery icon did not display properly.etc. etc.....

Waiting...waiting.....surely Christmas can't delay things to this degree: I write again:

Date: Mon Jan 10, 2005 11:38:39 Australia/Perth

To: mailinrepair@apple.com.au

Dear AppleCare Service,

You received my iPod early December. We last corresponded on 14 December. I accept that the holidays delay things, but you should not have lost more than about a week. Every time I check your website, I get the message "Serial Number JQ4217W2PNU status; This unit has been received at Apple and is currently undergoing tests or being repaired. "

Would you please email me an explanation for the delay, or alternatively email me your telephone number so that we can discuss the matter interactively.

Many thanks,

Waiting....waiting....if they spin this out for much longer, then they might get to "retain and recycle it at no charge" before we even have a chance to have a rational discussion about the damage.

Date: Mon Jan 24, 2005 09:13:41 Australia/Perth

To: mailinrepair@apple.com.au

Dear AppleCare Service,

I have not received any further communication from you since our last correspondence on December 22. Would you please update me on the reason for the delay.

Many Thanks,

Finally, signs of life

From: mailinrepair@apple.com.au Date: Fri Jan 28, 2005 08:22:14 Australia/Perth

Dear RH,

It appears we have a misunderstanding, as I have been waiting on a reply in relation to the Quotation sent to you on the 14/12/04.

I have searched out the previous correspondence involved and I see that you had a query on the warranty as we sent you an out of warranty quote.

I note your reply saying it is in warranty.

Due to an admin error on the new computer system at the time, you were sent the incorrect quote.

You should have been sent the quote below, as the LCD screen on your ipod is cracked and the warranty is voided by the technicians as a result of this.

A copy of the correct quote is attached below.

My apologies that this has occurred and I await your response in relation to the correct quote.

If you wish to talk to someone in relation to this issue, you can call on 133622 and ask for Customer Care.

Regards,

Applecare Repair Centre

Correct quote as follows:

Dear Apple Customer,

Thank you for choosing AppleCare Repair Service for the repair of your Apple iPod.

On inspection by an Apple qualified technician, the reported issue was determined to be the result of damage caused by accident, misuse or misapplication. As a result, repairs to your iPod are not covered under the Apple Limited Warranty and if you choose to proceed with the repair, an out-of-warranty charge will apply. To ensure the highest level of quality and reliability, all work will be performed by Apple-certified technicians using genuine Apple parts.

Should you not wish to incur any charges, you can choose to have Apple retain and recycle your iPod at no charge.

Please indicate by reply email your choice of the following options by clearly specifying (A), (B), or (C) in your reply:

(A) I wish to have my iPod repaired out-of-warranty. I accept the out-of-warranty charge of $349.00, plus postage and handling of $19.95, totaling $368.95 (inc GST).

(B) Please return my iPod as is. I accept the postage and handling charge of $19.95 (inc GST).

Note that any charges agreed to above will be charged via Australia Post and will be due upon collection of your iPod from an Australia Post outlet.

We await your instructions.

If no instructions are received after a period of sixty (60) days from this communication, we will retain and recycle your iPod at no charge (ie option 'C' above).

Yours sincerely,

AppleCare Service

regards

Applecare Repair Centre

"Waiting on a reply" ???? In reality, they must have been waiting for a barrage of replies, because that's what they received. Note that the problem was blamed on the new computer - if you were in the business of selling or repairing computers, would you blame your computer for sending out the wrong form letter?

Also note that the reason for the crack in the screen was not addressed. Obviously my initial complaint was not read. Or perhaps the technician in question is very shy and can't bring him/herself to write an email message to a customer. What's most likely is that they think that all iPod owners must be liars, and that there can be only one cause for a crack in an LCD screen.

If they had only consulted an engineer, then they might have been able to diagnose the cause of the cracked screen, or at least been able to discuss why they thought it wasn't a stress fracture.

To: mailinrepair@apple.com.au Date: Thu Feb 3, 2005 19:01:01 Australia/Perth

Dear Applecare Repair Centre,

Your first sensible correspondence was 45 days after your initial assessment, and 53 days after I posted the iPod to you. I believe that you owe me more than a cursory inspection of my iPod and a form letter. For you to say that all LCD cracks are due to "accident, misuse or misapplication" would be like my saying that all epigastric pain is biliary colic (it isn't: some die of their heart attack). Please address the issue which I raised in the repair request, that is, that the crack was most likely a stress fracture, since the iPod was not dropped.

Yours Faithfully,

On 4 Feb 2005 I called Apple on 133 622 and spoke to Angus, the telephonist, who collected details and put me through to Chris, a "customer relations" clerk (not a technician or engineer). Chris first said that any defect which I discovered after purchase and use of the product can't be the responsibility of the manufacturer. After a little logical discussion, he quickly accepted that what he'd said didn't make sense; it would have meant that the warranty would automatically be void. He said that an engineer (sic) had dismantled and inspected the iPod and determined that the damage was due to abuse. He didn't explain why the same "engineer" in other circumstances can't diagnose damage which is actually due to abuse (see internet newsgroups on iPod service). Chris further stated that ?136000 units of this iPod series had been delivered worldwide, and that Apple had never had a single complaint of a crack appearing in the screen spontaneously. I didn't have to look far to find how wrong he was: In a discussion forum ON APPLE'S OWN WEBSITE, there are multiple complaints and calls for help posted in 2005 alone, regarding spontaneuosly appearing cracks in the iPod LCD. Why was Chris lying to me? Does he get a bonus for every customer who drops his claim (and never buys another Apple product)?

AND FINALLY: How would you feel if someone had separated you from your iPod for over 6 weeks, not because they were carefully assessing or repairing it, but because they had selected the wrong form letter on their computer?

Apple Corporation and its methods have thrived despite this web page.
Diners Club paid for the repairs. I can't speak highly enough of Diners Club.