Manufacturer Warranties and Protection Plans

[miniflash]

ok so i had my first generation ipod touch sent out to be serviced due to a bad battery. the guy in the store did a "rapid exchange" and told me a replacement refurb unit should be in around three days later... currently it has been 8 days and i called and they tell me the replacement products are backordered... it is a 1st generation ipod touch... there are 2 new generations out now.. of course its backordered. what i want to know is what are they gonna do about it. i know that it may take longer than the estimated completion time to actually get it back but my ipod is just sitting in a service center now waiting for a replacement. i use my ipod almost more than my phone for the calender and internet browsing and contacts for work and it is becoming a big hassle not having my ipod with all my info in it. i really just want a fixed ipod back and they "cant do anything until the backorder goes away" according to the geek squad agent i talked to ten min ago.. does anyone have any thoughts on what i should do? i dont want to wait a month or so for a backorder to dissapear.

[Dorothy-BBY Community Supervisor]

Hello miniflash -

John, one of our Community Connectors, will be reaching out to you regarding your concern over your iPod.  You can expect to hear from him in the next few business days.  Thank you for your continued patience!

[John-BBY Community Connector · Accepted solution]

Hello miniflash,

I'm disappointed to read that you haven't received your iPod Touch via the rapid exchange program yet.  I use my iPod every day and would be frustrated by these circumstances myself!

Unfortunately backorder situations do occur and we strive to resolve them as quickly as possible.  Even so, I'd like to look into your service order to make sure that it's on track.  If you'll send me your service order number in a private message, I'll research it and get back to you with the current status and any other details I uncover.  To send me a private message, click on my user name, John-BBY, and then on “Send this user a private message” under Contact on the next screen.

Thank you for taking the time to write us about your experience.

Sincerely,

[juliejanus]

Yes; same problem.  A 2-month old ipod touch $300 took almost 30 days because of back-logged Texas facility.  They don't give a darn about their customers.  They don't even know how to define "rapid exchange".  Best Buy should be ashamed of this!!!  But they blame Texas.  I bet the Apple Store doesn't have this kind of delays!   You don't even get a status call or anything.  It took 5 calls into the 1-800 number and my local store to get information.  And to top it off, they say to check geeksquad.com for status.  The site never updated any information on my repair order!  Shame on you Best Buy! 

[John-BBY Community Connector]

Hello juliejanus,

I was disheartened to read about your rapid exchange experience.  I use my iPod daily so I understand how frustrating it would be to be without it.

In most circumstances, customers such as yourself who participate in the rapid exchange program should receive a replacement within approximately 3-5 business days. Unfortunately, there was a backlog situation for rapid exchanges recently, but that should now be resolved. Also, since your repair status is readily available either by visiting GeekSquad.com, or calling 800-GEEK-SQUAD or your local store, I'm at a loss to explain why it took you so long to get the information you were seeking.  I offer my personal apology for the inconvience you experienced.

I'll be happy to look into your repair situation if you'll send me your service order number in a private message.  To send me a private message, click on my user name, John-BBY, and then on “Send this user a private message” under Contact on the next screen.  I look forward to hearing from you!

Sincerely,