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iPod service decline, anything I can do?
Sam
Registered User regular
Registered User regular
I checked my repair status on my iPod, and it said service declined due to accidental damage. I know that it stopped working of its own accord when it stopped charging completely, never damaged it myself. Any way I can get them to fix it at this point?
Sam on
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How did you get it repaired? I'm assuming you went to a store and did it that way or did you go through the website/phone number? If you went to the store did the shitfuck at the 'genius' bar not catch the supposed accidental damage?
Are you absolutely sure you did no visible physical damage? In the case of my mate it was a 1st gen nano and the shitfuck found a tiny, tiny ding in the back of the case and refused to cover it via warranty. He had only had the iPod for a month.
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1) Call in to regular customer service.
The repair status page should have a link to a support page or even a contact number directly on the page. I've never actually dealt with Apple customer service, so I'm not entirely sure what this number will be - but I can guarantee it will be there. Call these happy folks up and explain your situation to them. Be very pleasant and civil to them as being nice is the best way to get what you want, aside from being the only decent thing to do to those poor telephone jockies. Explain that you did not cause physical damage to the iPod and that the device failed entirely on its own accord. Chances are that the first rep you speak to will state 'there is nothing he/she can do' at some point - this is the time when it is appropriate for you to ask to speak to a manager or supervisor. Continue doing this for each level of management/supervisor until you either reach one that can solve your problem or one that says there is no one above he/she at the call center and that there is nothing they can do for you. It is at this time that you can proceed to the next step!
2) Call Apple Executive Customer Service. Here are the steps to do this (care of www.consumerist.com)
1) Call Apple Corporate: 408-996-1010
2) Ask the operator for Gene (like denim) Teluse, VP of Customer Care. She is Apple's highest ranking customer service agent, and she reports directly to Steve Jobs.
3) Leave a nice message, include any Apple Case/Repair numbers you might have, or your machine's serial number, and a callback number.
4) Wait ~24 business hours for one of Ms. Teluse's minions to call.
5) Calmly explain your story, and what you want Apple to do.
These people will most likely be able to solve your issue. On the off chance they cannot, there is only one remaining step.
3) Email Steve Jobs directly.
His email address is sjobs@apple.com. This is the very last rung in the customer support ladder. It should only be used if you've exhausted every other avenue and you know you are in the right and they are wronging you. Be sure to compose a very well written letter - be polite, concise and properly edited.
Here's an excellent but general guide with additional information about each of the above steps. Best of luck getting your iPod fixed - be sure to visit the links in the steps, as they lead to the pertinent Consumerist articles where I gathered most of this information from.