iPod Nano product recall

[Chris]

Apple is recalling all 1st gen iPod Nanos (manufactured between September 2005 and December 2006) due to a small fire risk that becomes more serious as the battery ages.

If you bought one of these, and you still have it, and you can find it ... Apple will replace it with a brand new one.

I guess their largesse may have something to do with the fact that many people will no longer have theirs. But I still have one.

The recall notice is here: http://www.apple.com/support/ipodnano_replacement/

I put the serial number into the web form and it told me I qualified. Apparently Apple will send me a packet to put the old one in. When they get it back, they will send me a new one. Bonus!

[Scrubbs]

wow excellent post, do you get a replacement 1st gen or a later one i wonder?

[Russ]

You can buy reconditioned ones on ebay for about £30 - quids in for a swap

[Chris]

Originally Posted by Scrubbs

wow excellent post, do you get a replacement 1st gen or a later one i wonder?

Brand new, apparently ...

[Scrubbs]

just spotted someone on ebay selling their replacement from apple starting bid of £40 buy now for £70?

[Chris]

... seems to be some confusion over it though. Daily Wail says brand new, Grauniad says reconditioned.

[jonbxx]

I'm waiting for the box to ship mine back to Apple. I read that you will get a replacement 1st generation unit. Still, it's better than a first generation unit that's on fire!

[Russ]

Anyone had their replacement yet?

I've never been overly impressed with any of Apple's products - ok they're good but I never fail to be bemused at their customers fawning over their products as if they're the crown jewels. The inflated prices is one of the reasons I usually avoid them and I'm often told they're expensive "because of the excellent customer service" that comes with everything they sell.

I've only dealt with Apple over this and I have to say their service is awful.

The return packaging took about 2 weeks to come but you can expect that as it would be a popular offer. I sent it off and waited. Tried to get an update from the website but forgot my password. Clicked the 'forgot your password' button and entered my details, was told the reset would be emailed to me.

This was a week ago and nothing has come. It's not in my spam filter. Tried it again on saturday, still nothing.

Anyway I called them this morning to ask 2 very simple questions: approximately how long would it take to get back to me and which model would replace it.

Got through to an agent with a non-British accent so I could tell I was in for a ride. He was polite enough but in answer to the first question he said "It will take 6 weeks but can take up to 2 months".

I replied "So is it going to be 6 weeks or 2 months?"

His reply: "6 weeks sir"

"So why say it can take up to 2 months?"

"Because it can take up to 2 months"

"So why say 'it will take 6 weeks'?"

"Because it will take 6 weeks to arrive but it can take up to 2 months"

Bump, bump, bump. (Me headbutting the wall).

It didn't really bother me how long it would take, I just wanted an idea. Shame he didn't have one.

I moved on. "Which model will I have sent back to me?"

"It will be replaced with the same as what you sent, it will be brand new and the latest one".

I paused. "Hang on, I sent you a 1st Gen nano, the recall is for the 1st Gen nano, how can 'the same' be the latest one?"

"It will be replaced with the same as what you sent, it will be brand new and the latest one".

Yep that's right, he simply repeated his words.

I told him I had no idea what he was telling me and asked to speak to someone else. He put his supervisor on.

I told her the guy I just spoke to made no sense and all i wanted was a straight-forward and simple answer.

I asked approximately how long it will take to arrive. She said they are aiming for 6 weeks but the turnaround can be about 2 months. This made more sense and I was cool with that.

So I asked her about which model will replace it. I said the guy made no sense with what he told me and all I wanted was an easy-to-understand answer. Remember that bit.

"It will be replaced by a 1st Gen nano."

I replied "A 1st gen nano?"

"Yes" she replied. "A 1st gen nano. Or newer".



Are Apple employees incapable of saying "I don't know"?

[Chris]

You got put through to India. Are you surprised?

[Russ]

If it had been India I would have expected it but she said they were in Athens.

[Chris]

Ah ... well, same difference so far as customer service goes. You employ low-paid people to service products they don't understand in a language that's not their own and you're asking for trouble.

What's the online status of your repair? They're not even acknowledging receipt of mine yet.

[Russ]

No idea - I can't remember my password, I asked for them to send me a reset email and I'm still waiting for it.

[Gary L]

Originally Posted by Russ

"It will take 6 weeks but can take up to 2 months".

I don't talk to a lot of indians, mostly just cowboys. but I understood what that meant.

[Russ]

Do you read many CF posts carefully?

[Gary L]

I don't know.