I-Pod hard drive error.

dawnlouise123

Hi,
Can anyone help? I'm writing on behalf of my Dad who isn't the best with technology at the best of times! He has an I-pod which has got a hard drive error on. It's only a year and a half old so only just out of his warranty. H e hasn't dropped it or damaged it, it's just stopped working. On taking it to the Apple shop, they want to charge him to fix it - nearly as much as buying a new one and refuse to do anything about it. :mad: It really seems this item is unfit for purpose, as it's an expensive item which he can't afford to just replace. He has spent money on getting the books on how to use his i pod and on music and film downloads, it seems such a shame it's broken.
He mentioned a new law that he saw in the paper about consumers having two years warranty which people aren't told about. Can anyone advise me?
Many thanks
Dawn

Halloway

http://www.thisismoney.co.uk/bargains-and-rip-offs/tips-and-guides/article.html?in_article_id=487339&in_page_id=53954&in_advicepage_id=131

You may also find some useful information here:
http://www.ukecc.net/

Joel103

Your best bet is to email sjobs@apple.com, its pretty much as high as it gets customer service wise (not Steve Jobs himself), explain to them that your a long time mac user, spent a lot with their company, always been loyal however this has tainted your experience of Apple and your not going to buy anymore Apple products or recommend them to anyone else. You must say that your a loyal customer, always used macs, there usually great customer service wise but this has tainted it and you won't ever buy Apple again. Theres no point going into an Apple store with it, the genius's won't budge, your best bet is to do the above and just keep on at their customer service number/Applecare, take it as high as you can.

KILL_BILL

also state that you are going to expose them on forum boards worldwide including mse for the nasty custmer service that they provide

dawnlouise123

Thank you everyone. Joel103, where did you get the e-mail address from?
This is the letter I am e-mailing to my Dad (the bits in brackets are where he can fill in the blanks!) Let me know what you think if you have the chance.

To Whom It May Concern:

I am writing regarding my Apple I-Pod, version (inset version & gig) This was given to me as a gift for Christmas December 2007 from my wife. She purchased this item from (insert shop and location) for (insert price). The good were paid for by (insert credit card visa etc.) and we (do/do not) have proof of purchse in the form of (bank statement/receipt/warranty).

On (insert approx date) my I-Pod stopped working through no fault of my own. It has not be damaged or mis-used in any way. I'm unable to use or update it at all. I have taken to the Apple Store (insert shop & date) to enquire about a refund or price to fix it. They have quoted me (insert price) and have said that this is a hard drive error and is common with this sort of I-pod. (If you have an independent report attach it here).

I am obviosuly appalled at the level of customer serivce from (insert store) and at Apple in General. I have barely had this product 2 years and it fails it's basic purpose. I have spent a considerable amount of money with Apple, on I-tunes downloading music and films. I have also bought user guides for the item and my 5 children all have an I-pod varying from the Nano to this version. I understand I am out of my 1 year warranty period as stated with the product but this is a problem beyond my control. I have been told this is an issue with this I-Pod, therefore making the item unfit for purpose. Under the EU Directive "A two-year guarantee applies for the sale of all consumer goods everywhere in the EU. In some countries, this may be more, and some manufacturers also choose to offer a longer warranty period"(EU Directive 1999/44/EU). As this item is faulty I ask that it be replaced to stop this problem from happening again.

I do not believe fixing the item will fix the problem, as if the item fails again I will not be within a year or two years warranty. I would like to hear back from you within 14 days. I will consider further action as I believe that this isn't something that Apple should be able to fob of their customers with. I will think twice about buying Apple products now or upgrading our current items. I have sought advice from Money Saving Expert forums and will be updating them on my outcome regarding this.

Please do not hesitate to contact me if your require further information.

dawnlouise123

Apologies for the bad spelling also, my spell check isn't working and I tend to type too fast!

4743hudsonj

dawnlouise123 wrote: »

Apologies for the bad spelling also, my spell check isn't working and I tend to type too fast!

eugh get rid of all the rubbish about the eu directive!!!!!!!!!!!!!!



IT DOES NOT APPLY TO THE UK

its the stupid bloody tabloids misleading you, yes it existists but as its a directive only its targets have to be met

and this it done by the sale of goods act which has not mention of 2 years warranties

instead it achieves a desired effect by providing up to 6 years of protection for goods to be " of satisfactory quality"

a simple google of soga will give you all the info you need to get rid of that eu directive rubbish

as for your letter its good

you do need to make a white lie about you being a devotee and having a tainted experience etc as mentioned in another post

oh and be less assertive dont demand a refund

ask politely for a solutions ie repair replacement OR refund

as this is what soga details

they will most likely repair and the choice is completely up to them

dawnlouise123

Sorry, I was just going by one of the websites suggested to me. (Upon further reading I see you are right! lol)
Thank you. The info in there isn't a lie though, we all do really have I-pods! I will be a little more polite!

4743hudsonj

dawnlouise123 wrote: »

Sorry, I was just going by one of the websites suggested to me.
Thank you

dont apologise its not your fault its just frustrating that the press have brainwashed people into this and we get loads on here asking about it lol

stugib

4743hudsonj wrote: »

its the stupid bloody tabloids misleading you, yes it existists but as its a directive only its targets have to be met

And a supposedly reputable financial site if you click through on Halloway's link above!

Lip_Stick

I had a problem with my IPod. It had a picture of a file with an unhappy face. I googled solutions and found a page where people were giving their IPod a whack on it's back. Someone hit theirs in frustation and fixed it, so everyone tried it lol. I tried this with mine, cushioning the blow with a magazine, and it started working straight away.

*Should any person follow the above advice and have their iPod fall to pieces, the author of this post accepts no responsibility.