Apple Canada
The bad then the good - IPOD Touch

I sent my IPOD Touch 32GB (not a cheap item) off for repair. I was EXTREMELY specific about the problem. They flashed the firmware and sent it back 'no fault found'.
I turned it on and in 10 seconds found it had the same issue. Nothing in the very bottom of the touchscreen worked (like the space bar on the typewriter)
enraged I called back, stating that what ever 'moron' tested it was way over paid.
The agent asked if there was anything in my return letter about physical damage etc. I thought 'great, here we go, if I send it back in, there WILL be something about physical damage or some other out so that they won't have to repair it'.
I wound up speaking to that agent's manager's manager by the end of my conversation. Good deal... He said I had to send it back in BUT they weren't going to diagnose it at all, straight replacement.
Although it hasn't arrived, a replacement has been shipped according to the website, and it never showed in the 'diagnosis' phase.
I had called a second time to check on it's status before it was shipped, and this time I got a great agent. She was courteous and very pleasant. I asked to speak to her manager just to state how great she had been.By the end of that conversation, her manager had shipped me an IHome IP9 clock radio dock.
The IP9 has arrived already (ya, before my IPOD). I thought it must be some piece of crud if they can send it as an apology... NO! This thing is almost as cool as the IPOD itself! Fantastic sound, dual alarms, big display, battery backed for power failure protection against losing the alarms or time... Can't wait to dock my replacement IPOD on it!!!
For the moment, it's just an AM/FM radio, but I love it. Way to go people!
I would like to thank David Dalton for setting up the replacement and Dee (Delana) Foster for sending the IHome.
Great jobs folks... Teach the front lines how to be like you!

Company: Apple Canada
Country: USA

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