Apple Wrecked My Ipod. BEWARE!!!!

marcusawilder

This is my first post so bear with me. I just want to warn others of the perils of dealing with Apple Computers.

I have an Ipod which developed a fault in the spring. Went through the Apple procedure of booking a courier to send it back to them (In Holland).

2 weeks later it was sent back to me smashed. The whole front was smashed in (LCD display, controls etc.)

I spoke to the courier (UPS) who asked for the unit back so they could asses the damage. Sent the unit to them. Got it back 3 weeks later with an insurance claim number which was sent to Apple (apparantly Apple deal with me then claim off UPS)

I have been trying ever since to sort this out with Apple.

After numerous hours on their 0870 number (Yes I hate them to but it's cheaper then calling ROI where the office is based) and many letters and emails I have now been told that if I want a replacement or money for the unit they wreck I must take them to court (Their words). Apparantly they say that they have "never broken anyones equipment before and do not have any procedures in place to deal with such claims and that this would be the only way I would be able to get my money back"

Does anyone have any advise on what I should do?

Apple obviously do not seem to care. They courier say it's a matter between Apple and myself.

All I know is that I have an Ipod which is in pieces and unusable and no one wants to help me out !!!!!

Thanks

gizmoleeds

How did you pay for the Ipod?

Smiley_Mum

Would it not be a good idea to contact your local Trading Standards Office or there is a consumer helpline, (unfortunately an 0845 number) where they may be able to advise you further. If you paid by credit card, you may have insurance cover, or some kind of comeback given what's happened. Check your house insurance as you may have cover on it for legal expenses etc. I'm with the Halifax and they have provided me with free cover for up to £100,000 legal expenses, should you have to go to court over this. Worth checking just incase. Contact your CAB as they may be able to help also.

Here is the consumer direct website. You could send them an email requesting advice. Worth a shot. Good Luck.

http://www.consumerdirect.gov.uk/

Contains_Mild_Peril

If you still have the packaging in which the iPod arrived, keep it, as this may help Apple and their courier to sort out who is to blame for the breakage. In either case it's not your problem, but if they see that you're making an effort to help, they may be more inclined to reciprocate. It is Apple's responsibility to get it to you safely. If there is a claim to be made against the courier, that's for them to sort out. They should not have asked for the faulty item to be sent back to them if they were not willing to accept responsibilty between receiving it and returning it to you.
Discussing this with your local Trading Standards office is probably a good place to start. It may also be helpful if you could find out the name of someone in charge at Apple, and address a letter to that person, since it sounds like you've been dealing with undertrained call centre operators who (probably through no fault of their own) don't know how to deal with this sort of situation.
Keep records of all your communication with them, in case they still won't help, in which case you may need to go to the Small Claims Court to recover your money.
Incidentally, how old was the iPod when it developed a fault? Although standard manufacturers' guarantees may involve complicated procedures and expense, if it breaks down shortly after purchase you would still have the option of returning it to the shop where you bought it.

webmasterpolo

If you didn't buy from apple directly you could of dealt with the retailer and used the sale of goods act. At least this way if it was a high street store you could take it in yourself.

In your current situation apple is behaving in a totally unacceptable way, if you remember recently apple has been shamed by the media into fixing faulty ipods which were easily scratched.

I would write to their HQ addressed to the MD and state exactly what happened, include all names and dates and state your expectations. I would ask them to replace the ipod with a brand new one within 7 working days and issue some kind of accessory as compensation. I would also mention that should you not receive this you will be contacting watchdog and the media to report the incident and the appalling service that has followed.

Hopefully the bad press they have already have will make them be a little more careful over how they handle complaints like this.

If you write to the right person then hopefully their power will enable apple to quickly resolve the problem.

Good luck, please post and let us know what happens.

-Web

PS
Company address from their website is:
Apple Computer International
Hollyhill Industrial Estate
Cork
Republic of Ireland

Hopefully there is a UK office, if you find out what exactly the registered company name is you can look up their registered company address on companies house website:
http://wck2.companieshouse.gov.uk/6c2e33d9a2034d0b956c236947970812//companysearch?disp=res&frfsh=1133341919#result