05-13-2010 02:19 PM
I'm sorry to hear that you've had so many problems with the iPod. I understand that it must be irritating to keep arriving at issues, after receiving it back from service. I would be happy to lend a hand and answer any questions you may have.
Like Nokia stated earlier, if you have 3 certified repairs or Rapid Exchanges performed on your iPod and then a 4th failure leading to another qualified service repair or Rapid Exchange throughout your plan's coverage, then you would be eligible for a comparable replacement under our No Lemon Policy. It is our service center technician's responsibility to derive at such a decision, based on what repairs were made on all previous service orders. Store representatives and techs may provide insight about the repairs needed, but since they don't personally work on the units-they would not qualified to make a No Lemon determination. If this is the case and you are approved for a replacement, an authorization would be given under your service order and once this is issued, you would receive a brand new iPod at the store, instead of a refurbished unit.
I hope this helps! If you have additional questions or concerns regarding our Geek Squad® Black Tie Protection (GSBTP) or Performance Service Plan (PSP) coverage information, you may view a sample here. Otherwise, feel free to reply to this topic or send me a private message by selecting "Private Message" within my signature bar.
Thank you for sharing your experience with us here on the forums!
05-13-2010 03:02 PM
I just goy back from the store and they stated that they would just wait for an RA#??? Is this so the unit can be exchanged? Is this normal procedure?