Manufacturer Warranties and Protection Plans

[breitzen]

So I got my iPod Touch (with an extended 3 year warranty)for my 18th birthday, pretty exciting, until the home button broke 3 months later. So I took it back to the Best Buy I got it from (45 miles away) and had it sent in to be repaired. It worked for about 9 months when the home button broke again. So I took it back and had it sent in, i waited 2 weeks for the store to call me, and when i finally called them they said "oh yes we just got that in today, but our phone system has been down this morning". Seriously? Anyways I got that back and then the button broke for a third time just a couple weeks after getting it back. By this time I'm at wits end, so I go in and ask if there is an upgrade to a PRP plan (i have the PSP) and they say they don't have the PRP for iPods. So it gets sent in again. They tell me there going to replace mine with a new one (new meaning a "different" refurbished iPod). This time they mail it to me, in a plastic bag... (seriously, a ziplock bag, not even a protective box.) The moment I open it and turn it on i start have problems. I decide to wait because i don't want to worry about with finals just around the corner. So finally i call the 1-800 number that came with my last one and they representative was hard to understand and not helpful at all.

I feel like after this many repairs and replacements I have a Lemon product and I deserve a NEW iPod.

Anyone else have experiance and advice that they could give me?

(wow it feels good to vent!) 

[Nokia]

So it looks like so far it's been repaired three times. This means to qualify for NL, you just have to have it sent in one more time, and after it's diagnosed with a problem, it'll be replaced with a new (not refurb) model in store.

[mrpmpfan]

I am always confused with these types of stories because I am not sure what they want a forum to do to expedite their issue.  Just send it in and see what happens or better yet maybe its time to look at a new player and get away from the Touch because the home button isn't the only thing that can go terribly wrong.

[Elizabeth-BBY Community Supervisor]

Hi breitzen,

I've asked John, one of our Community Connectors, to look into this and follow up with you.  You will hear from him shortly. 

Thanks for posting,

[John-BBY Community Connector · Accepted solution]

Hello breitzen,

I’m sorry to hear about this series of frustrating experiences.  I know that I depend on my iPod too and would be quite unhappy in similar circumstances.

Nokia is right in observing that it appears that your iPod Touch should qualify for replacement.  Remember, however, that it is our service center that makes the final determination as to whether the product qualifies under the “No Lemon” clause.

I would recommend that you present your iPod for service at your next opportunity.  I will be happy to monitor the service order activity and ensure that the appropriate action is taken as promptly as possible.  Once you have a service order number, please send it to me in a private message.  To send me a private message, click on my user name and then on “Send this user a private message” under Contact on the next screen.

Thank you for taking the time to write to us here on the forum.  I look forward to working with you! 
 
Sincerely,