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Stuck sleep/wake button?

173450 Views 212 Replies Latest reply: Feb 13, 2014 11:26 AM by KRW4 RSS Branched to a new discussion.
  • jonfirewalker Calculating status...
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    Jun 22, 2011 9:10 AM (in response to Moomintroll)

    *Heavy sigh* Bought 2 6th Gen iPod Nanos at the same time in November as xmas presents for daughters. First sleep / wake button failure was around February and managed to get the unit sorted under warranty. The other Nano has developed the same problem now (June 2011). It was duly sent off, but then returned un-repaired as it had "cosmetic damage" which therefore apparently renders the warranty invalid. The damage referred to was a cracked glass.


    The unit had been working fine with a cracked glass for 2 months until the button failure. I wasn't after getting the glass sorted, that's down to my daughter, just the sleep / wake button. The Apple approach to this seems to be unsupportable - it's the equivalent of buying a new car, dinting the wing, only to find that when the gearbox fails they wont repair it under warranty due to the "cosmetic damage" (Apple repair centre's words) elsewhere.


    It's hard to believe that this isn't a known-fault manufacturing defect. It's even harder to believe that a major brand like Apple would use this sort of tactic unless the problem (and therefore their liability) is significantly greater than we all know. Looks like one for the journalists to pick up.


    I'm off to book an appointment to see a *genius* (snigger), I'll let you know any joy (but don't hold your breath).


  • jonfirewalker Level 1 Level 1 (0 points)
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    Jul 27, 2011 7:20 AM (in response to jonfirewalker)

    Thanks Apple, I worked through the issues with someone in the Apple shop and the unit was repaired / replaced under warranty without quibble. Don't know if this helps anyone else, but it was all quite civilised and reasonable after my dealings with the other service centre and a disinterested re-seller of Apple goods.


  • jojo9001 Calculating status...
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    Aug 21, 2011 6:44 AM (in response to Moomintroll)

    just adding my "me too" to this thread, I went to an authorized apple reseller and they said to me that if the ipod diagnosed with any  bit of "cracked" on it they will void the warranty and they will send it to you un-repaired PLUS they will charged you a diagnostic fee which is pure BS!! We're not after into getting repaired the cracks on our ipods, we just want you to repair the FAIL sleep/wake button of your FAIL iPod nano. Shame on you Apple Corp.

  • jonfirewalker Level 1 Level 1 (0 points)
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    Aug 21, 2011 9:33 AM (in response to jojo9001)

    Don't know if you can, but i found going into an Apple shop, showing the problem and asking them to explain how the cracked screen could possibly affect the sleep / wake button when there's a hefty chunk of undamaged aluminium between the two to be fairly effective at getting some serious consideration. In my case, it helped that i an identical unit I'd purchsed had exactly the same problem with the button. Equally, I'd have thought that the fact there are multplie discussions online (on their own forums) would also get their attention and narrow those options similarly. I found cold hard logic to be quite useful in the apple shop and I found the apple shop much more interested in sorting me out than previous ports of call. I found the service centre I dealt with to be stubborrn and blinkered to the point where I was sure the Vogons had landed and taken over, and I found the re-seller of the items to be frankly shrill to the point of hysteria in their defensive stance (thank you Tesco Direct. Not.).


  • ellenahclee Calculating status...
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    Sep 17, 2011 5:01 PM (in response to Moomintroll)

    I have this problem too. However, the button is not lodged inside but it doesn't have that "click" sound. It happened yesterday. It was working fine but somehow it went faulty. I can still use it but I have to use brute strength to activate it, otherwise it wouldn't respond to me at all.So, help?

  • lfromnanaimo Calculating status...
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    Sep 29, 2011 4:50 PM (in response to Moomintroll)

    Mine just did it last night and it's about 6 months old.  I hope the Apple Store will replace mine without a recipt, I have no idea where it is or if I still even have it.  I use mine all the time, it's going to be hard to go without it for a couple of days until I can get into the store.

  • jonfirewalker Level 1 Level 1 (0 points)
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    Sep 29, 2011 11:58 PM (in response to lfromnanaimo)

    They track serial numbers religiously so your odds should be good I would have thought.


    For everyone's interest - As described above on this thread, I bought two Nanos (one for each daughter) before Christmas last year. They've both now been replaced due to the button problem and one of those has just been sent off (hopefully for replacement) for the same problem, bringing just our total of button failures to 5 now.


    The next worry is for when the the warranty runs out ....

  • triciafromwellingborough Calculating status...
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    Oct 11, 2011 2:58 PM (in response to Moomintroll)

    Both myself and my husband purchased ipod nano's in December 2010. Within a few months my husband's sleep/wake button stuck. He took it to an apple store and they replaced it free of charge. Now mine has done the same so will be taking it back, hopefully for another replacement.

  • jonfirewalker Level 1 Level 1 (0 points)
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    Oct 14, 2011 1:25 AM (in response to jonfirewalker)

    Just an update - sent off the fourth dead Nano with the stuck sleep / wake button problem, as described above. It was replaced under warranty. The replacement iPod proved to be duff with sporadic problems which included an inability to sync, an inability for my machine to even see the iPod on occasions and weird messages instructing me to find a power source even though it was plugged into an apple charger.

    Took a while to go through all the dross tech-support wanted to cover (incl an uninstall and re-install of iTunes - thanks for that one guys) only to have moved forward not an inch.

    Have now received the replacement (our 6th nano in a year) and this one looks fine for the two days we've had it.

    Fingers crossed.

  • ericfromshawnee Calculating status...
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    Oct 17, 2011 9:26 AM (in response to Moomintroll)

    This same thing happened to me. I brought it in to the Apple store and the first thing the guy did was look in the headphone jack with a microscope to see if there was any water damage. He had me do the same and said that the pink color I see is water damage. He said that usually water damage will override the warranty, and that the water damage could have caused the button to stick. I explained to him that the IPOD still works fine besides for the sleep / wake button being stuck, and that I wouldn't think the button would have become stuck due to water anyway. Besides, my IPOD was never exposed to any water so I'm not sure how it got water damage in the first place. I told him that I read a lot of forums online about this same problem and that it seems to be a faulty hardware issue. He finally gave me a new one. I'm expecting the same thing to happen to the new one and I'm going to bring that one in once it does. I'm sure they won't replace it the next time due to my warranty being up. I think Apple probably knows there is a design flaw with these IPODs, and they are using water damage as an excuse not to have to replace them when the button breaks. Last thing from Apple I'll ever buy.

  • franciscofrompuebla Calculating status...
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    Oct 25, 2011 12:04 PM (in response to ericfromshawnee)

    JUST exactly the same story happened to me, but I live in Mexico and they do not want to validate the warranty, they only tell me that the "water damage" override the warranty, although the damage is in the button and the ipod works well conected to the pc. Don't know waht to do, I though apple was making better stuff...

  • SierraD1 Calculating status...
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    Oct 26, 2011 7:41 PM (in response to triciafromwellingborough)

    did you have a warranty?

  • triciafromwellingborough Level 1 Level 1 (0 points)
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    Oct 27, 2011 12:59 PM (in response to SierraD1)

    Both ipods were less than 12 months old and I believe Apple cover the first 12 months. My ipod has also been replaced free of charge.

  • benfromroseville Calculating status...
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    Nov 18, 2011 11:23 PM (in response to Moomintroll)

    Same thing happened to me at 12 and a half months. Took it to the Apple store and they told me it was going to cost 59.99 to replace because it was off warranty and I didn't buy Apple Care. I then called Apple and complained about there poorly designed product and they offered to send me a free replacement. As far as I'm concerned it's a poor design on the part of Apple. The software on the nano just beckons failure of the sleep/wake button as you use it for just about everything. I also agree that we shouldn't have to buy Apple Care to cover a manufacturing defect such as this, nor should we have to spend $27 to talk with someone on the phone for "technical assistance." Seriously Apple's customer service line *****!

  • Kazmo01 Calculating status...
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    Dec 1, 2011 4:40 AM (in response to Moomintroll)

    I have had my nano 1 year 8 weeks, it was a present from my husband and the sleep/wake button has become stuck as of yesterday. Took it to Apple Store Glasgow Buchanan Steet yesterday. They looked at it, made no comment about anyone else having this problem, told me as it is over a year old I would have to pay £65 pounds for a replacement. On telling the 'genius' that 14 months is not an acceptable lifespan for their product he shrugged his shoulders and told me "too bad"! Good to know customer service is a priority for them! When I asked for an email or phone number for customer service, they gave me an email address that wasn't even valid!  How can a company this size not have a customer service department contact listed anywhere!!!


    Now I know that others have had this problem I will be printing this entire page out and going to my nearest branch and giving it to them!


    After this I don't think I actually want a new ipod, i would rather give my money to their competitors who actually respect their customers!

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