iPod Support: The Apple Solution
Nov 8th, 2008 | By CentroN | Category: Apple
by Frank Hedley
It’s difficult to fix by yourself an iPod, especially when it’s something related to a software issue, but there are nonetheless, some steps any iPod owner may take on it’s own. The first thing to do is to go through the Five Rs Assistant, which are the Apple equivalent of an online support form. This path will take the user through the stages of Resetting, Retrying, Restarting, Reinstalling and Restoring. These steps are usually enough to get the user solve most software specific problems. The complete process will include erasing the iPod’s hard drive, return it to the factory settings and reload the media content on it. If the problem was with the iPod’s internal database or the way content was being stored on it, then it is possible that this option will solve the problem.
Apple can also fix iPods, but user ownership must fulfill some conditions. Either the ownership lenght must be less than a year, or the user has purchased extended AppleCare warranty. Apple can be contacted by using the information provided at their website at http://www.apple.com/support/contact/ . Check if an iPod is still under warranty by visiting Apple support website at https://selfsolve.apple.com/GetWarranty.do . The serial number of the iPod must be provided, and afterwards the user may choose from multiple service options. The serial number can be found either from the iTunes Summary screen displayed when the iPod is connected, in the iPod’s Settings>About tab, or by checking where the serial number is engraved on the back of the iPod itself.
If iPod owners have to go visit an Apple service store, then they should know that they will be asked a lot of questions about what previous actions they have taken in order to fix the problem. So please remember what you have done until then and the results you got. This will save a lot of time and useless efforts for troubleshooting for the Apple representant and will strenghten the proof that the iPod you own is in fact broken, that it was not fault, and that you are entitled to a repair or compensation. So the more details you have about the iPod malfunction, the quicker your iPod will be repaired.
For this purpose, remember what happened during the Five Rs process. The Apple consultant will attempt to reproduce the conditions in which the problem occured and there is likely that he will find no flaw if the problem is not within the iPod but within your PC. If the malfunction is irreproducible than the more detailed the information is about the issue and about the things you have tried in order to solve it the more convincing your statement will be that themalfunction is not just a simple occurrence.
Keep in mind! The primary Apple method of dealing with damaged iPods is to replace them, rather than straight away repair them. That is why it is important to have a backup of the content before shipping the iPod to Apple because they will wipe it clean during testing. The replacement units are not normally new retail items but rather refurbished “service units” that were usually repaired iPods from other users. The iPod you send for repair will usually be send to refurbishing or disposal, depending upon the severity of the problem encountered. The device will be repaired and end up as another refurbished unit for another user. The iPod that you get back will continue to have the remaining warranty as the original one, not a whole new warranty. So it’s good to know this, since you might want to keep your original iPod, due to the fact that it might be a present from somebody, with special engravings etc.
About the Author
Frank Hedley is a 36 year old economist from New Jersey, who is still trying to keep up with his kids in gaming and gadgets. His hobbies include media devices, movies, children stories and Sci-Fi literature. He writes mainly at http://www.tuvabox.com for fun and to help others.