May 13 2013
Back in late September, my daughters ipod was stolen from Gloucester city centre http://www.thisisgloucestershire.co.uk/Gloucester-dad-s-plea-return-daughter-s-memories/story-17010377-detail/story.html#axzz2TCPtk700
A few months after the theft, we put some money aside and purchased a replacement model for her… she was so ecstatic.
Fast forward to her 6th birthday, Mummy & Daddy invested in a speaker dock for her bedroom, for her to enjoy her music. Barely a month later however, there was silence from her room.
After some troubleshooting efforts, we discovered her ipod had developed a fault in that it wouldn’t play music when docked (would still charge though)
After contacting apple support, we were pleased to find out that they would either repair or replace in a matter of days. In due course, the empty box arrived in the post from apple uk, and we promptly posted.
24 hrs later, apple emailed stating they had received the device, but could not repair due to I quote ”
Apple technicians have inspected your IPOD TOUCH (4TH GENERATION) and determined that it has been subjected to accidental damage or misuse. Therefore the repair is not covered by the warranty, the AppleCare Protection Plan, or other Apple repair program. We’re returning your product to you unrepaired. You should receive it within two business days along with a letter that provides more information.
The ipod had never been dropped or abused, always used indoors and always kept in a case… and yet Apple rejected with a generic letter
Errr ok, how does this letter provide more information?
Where are the diagnostic steps taken? Conclusions drawn from what evidence?
So, thank you Apple, my beloved 6hr old daughter, a future apple customer, has been left disappointed and frustrated that her ipod no longer plays music in her bedroom!
Im sure she will be a loyal apple customer in the coming years, with nothing but praise for a company who bent over backwards to honor a warranty agreement on her very first apple product!