1 13 14 15 16 17 Previous Next 512 Replies Latest reply: Nov 25, 2012 6:43 PM by bbmd2b Go to original post Branched to a new discussion.
  • 210. Re: Ipod Video (5th Gen) No Sound / Heavy Static - Read This! - Quick Fix Found
    pecharka5 Level 1 Level 1 (0 points)
    Well, update, I was here and had this problem, I called Apple care, got past the first lady and to a manager, or customer care person, told them the problem I was having, and today....I got my new ipod! Now I had to wait on hold about an hour for the customer service lady to come on, BUT, WORTH it! Cause I went from my old 30gig that did not work, to my NEW 120 Gig! They sent me a label, free, I printed it, put it in a box, and as soon as they recieved the scan that Fedex had it, they over night shipped me a new one...I am so thrilled! I am singing Apple praises to everyone I know! With customer service like this it is a place I want to put my money...So I say if you are having trouble with yours like this, I would call and talk to them..I mean it was out of waranty and obviously a manufature problem, and I am so impressed I can hardly stand it! So try and just be kind, (I was nice) and patient with the first person you talk to and don'e give up, cause if you get the the "boss" they will hook you up! Thanks Apple!
  • 211. Re: Ipod Video (5th Gen) No Sound / Heavy Static - Read This! - Quick Fix F
    unistudent1962 Level 1 Level 1 (0 points)
    Congratulations to Apple and all those who have had their faulty iPods replaced.

    I went through the suggested procedure with Apple Care and am still waiting for them to "look into the problem".

    Has anyone in AUSTRALIA had their's replaced?
  • 212. Re: Ipod Video (5th Gen) No Sound / Heavy Static - Read This! - Quick Fix Found
    unistudent1962 Level 1 Level 1 (0 points)
    Congratulations to Apple and all those who have had their faulty iPods replaced.

    I went through the suggested procedure with Apple Care and am still waiting for them to "look into the problem".

    Has anyone in AUSTRALIA had their's replaced?
  • 213. Re: Ipod Video (5th Gen) No Sound / Heavy Static - Read This! - Quick Fix F
    exbenztech Level 1 Level 1 (5 points)
    Well, I was spurred on by primo2424's success story, and I tried again. This time I specifically requested a customer relations person as soon as the first operator finished his spiel. It seems that persistence and politeness are very important here; he put me on hold while he asked a customer relations manager if they would take the call. I'm sure it helped that he was able to report that I was NOT being an A-hole.

    After holding for about 10 minutes, a very polite and knowledgeable person (I think her name was Leshelle) asked me again for the story of my dead 5G. I knew better, but I did once again mention this thread and that I knew others were gettin' em replaced. And then (I think this might have helped), I ASKED if Apple could please replace the unit to make things right since it looks like a manufacture/design defect. No demand was made.

    She said she understood and that even though I was 1yr and a few months beyond warranty (and I never bought AppleCare warranty), they could make an exception. "The box" is headed my way and I should receive a replacement once they get my defective unit. This whole experience took about a half hour. Bear in mind, these customer relations guys keep banker's hours so plan to call during a weekday.

    Now, I did not ask WHAT I would receive; some people on this thread are claiming to have received 60gig or 120gig IPOD Classics as replacements. I decided not to look a gift horse in the mouth-- another 5G 30gig is fine by me. But I must admit, I'd love to be surprised...

    So we're getting somewhere, guys. If you can be polite, persistent, and hopefully get the right person, I think they're going to help. I will post again once I receive my new unit. Wouldn't it be nice if we could all get 120Gig Classics?

    A second try is worth the trouble. Maybe even a third try. Apple is experiencing some growing pains and they will hopefully keep doing the right thing. They may not own up to the issue, but so what-- as long as we get our replacements.
  • 214. Re: Ipod Video (5th Gen) No Sound / Heavy Static - Read This! - Quick Fix Found
    unistudent1962 Level 1 Level 1 (0 points)
    GOOD NEWS

    I just had a phone call from Apple. They gave me a service number, and a website to print out a shipping label.

    All I need to do now is print it out, take it to Australia Post with my dead iPod and they'll send me a new one.

    Not sure what I'll end up getting as a replacement but it will at least be the same as I have now, 60Gb Gen 5.

    I'll keep you posted.

    Just a reminder, mine was a year out of warranty.

    Be courteous, patient and persistent.

    THANK YOU APPLE FOR STANDING BY YOUR CUSTOMERS
  • 215. Re: Ipod Video (5th Gen) No Sound / Heavy Static - Read This! - Quick Fix Found
    cider-girl110 Level 1 Level 1 (0 points)
    Great News Here Too!!!

    My Brand New 30g iPod came today, and it looks perfect! Not a line or scratch on it at all. I've been playing with it, and it sounds great (hopefully it will last). I'm so happy I found this thread, you guys helped so much by listing the steps to get results. Thanks so much!
  • 216. Re: Ipod Video (5th Gen) No Sound / Heavy Static - Read This! - Quick Fix F
    robw235 Level 1 Level 1 (0 points)
    Well, thanks to everyone on this discussion thread, I was just able to diagnose the same problem in my 80 GB model, purchased in late May, 2007. As described by others at the bottom of this thread, calling into Apple Customer support was the trick. The first level guy was very nice, but did initially tell me I was out of warranty coverage. When I referred to this thread, and described the problem, he sensed that I'd actually done some homework first, and got a level two tech person on the phone. Amy answered and right away said they knew about this issue, but they haven't yet discovered the cause of the problem. For the time being they're replacing these with brand new models (in my case it's a 120 GB Classic). It was 89 minutes on the phone, but well worth it. The reps were so pleasant to deal with.
    Thanks for the suggestions all of you who came before me in this thread.
  • 217. Re: Ipod Video (5th Gen) No Sound / Heavy Static - Read This! - Quick Fix Found
    bdawg998 Level 1 Level 1 (0 points)
    Well, I called apple this afternoon and was pleasantly surprised with the results after getting past the first person I talked too. The first person I talked to was "unaware" of the problem but said he would talk to someone else about it. He ended up hanging up on me because he "couldn't hear me" after putting me on hold for several minutes. First call, 18 minutes. So, I call back and end up speaking to Lindsey who sounded very aware of the problem but didn't admit to such. She went ahead and forwarded me on to a product specialist without me even asking. I then spoke with Alex who looked at the computer for a minute and goes oh so you're having this problem and I replied yes. She said we can go ahead and start on getting you a replacement. I didn't even have to ask yet again.

    I take this as proof that Apple is owning up to the fact that they have an issue. She did not specify what Ipod I would be receiving and I don't really care as long as it works. But, it would be nice to receive one of the new classics that everyone else is getting as of late. My ipod was 231 days out of warranty so those who are long out of warranty have faith. Just call be polite and persistent.
  • 218. Re: Ipod Video (5th Gen) No Sound / Heavy Static - Read This! - Quick Fix Found
    William Rivas Level 5 Level 5 (4,225 points)
    Read this whole thread, thanks to all! I called Apple Support and spoke to a CSR. I explained the loss of audio via ear phone jack and USB. He told me 129.00 dollars to repair not replace. I asked to speak to a Product Specialist, iPod.

    Explained myself again indicating this thread and how I felt this was not normal for an Apple Product to fail and to fail with the same issue, audio.

    Jeremy, my Product Specialist asked me to press on the bottom right hand corner of the iPod 5th genaration U2 Special edition.

    Sound! He then said if I would like the new 120 Gig Classic at no cost but would have to surrender my Us Special Edition.

    I gave in.

    Shipping labels on the way to send it back and upon reception, my 120 Gig Classic Black will be shipped at NO CHARGE! They want to look at it.

    Thanks Steve!

  • 219. Re: Ipod Video (5th Gen) No Sound / Heavy Static - Read This! - Quick Fix Found
    William Rivas Level 5 Level 5 (4,225 points)
    William Rivas wrote:
    Read this whole thread, thanks to all! I called Apple Support and spoke to a CSR. I explained the loss of audio via ear phone jack and USB. He told me 129.00 dollars to repair not replace. I asked to speak to a Product Specialist, iPod.

    Explained myself again indicating this thread and how I felt this was not normal for an Apple Product to fail and to fail with the same issue, audio.

    Jeremy, my Product Specialist asked me to press on the bottom right hand corner of the iPod 5th genaration U2 Special edition.

    Sound! He then said if I would like the new 120 Gig Classic at no cost but would have to surrender my Us Special Edition.

    I gave in.

    Shipping labels on the way to send it back and upon reception, my 120 Gig Classic Black will be shipped at NO CHARGE! They want to look at it.

    Thanks Steve!



    This iPod was two years old...

  • 220. Re: Ipod Video (5th Gen) No Sound / Heavy Static - Read This! - Quick Fix F
    exbenztech Level 1 Level 1 (5 points)
    In less than one week from the last time I spoke to apple about my dead 30G, I received a box with a replacement at no charge. It's the same model I had-- the Classics must be reserved for special cases, like you guys with U2 special edition models. Nevertheless, I am extremely pleased-- it appears to be new.
    I am also surprised to see that it has a 90-day warranty. Typically, that is not done for no-charge out-of-warranty replacement items. I just hope this one is still functioning when it is two years old.

    Hopefully, it is going to become easier for everyone to get their replacements. Each call to Apple lets them know how big the problem is.

    Thanks to everyone who posted with their experiences and helpful info.
    Cheers.
  • 221. Re: Ipod Video (5th Gen) No Sound / Heavy Static - Read This! - Quick Fix F
    brooklynn777 Level 1 Level 1 (0 points)
    i found this discussion board a few weeks ago and put off making what i feared would be a long and dreadful call. i was not only pleasantly surprised but AMAZED with the customer service i received from apple today. i had the instructions from other posters handy, but they weren't even necessary. i explained the problem to the customer service rep. she put me on hold to check into it, then came back on the line to let me know that she would be transferring me to a product specialist. i was on hold for approx. 10-15 minutes, but she came back on the line periodically to apologize and update me on the wait time. i then spoke with the PS (marco). i explained the issue, referenced the discussion board and said that i believe the issues is a manufacturing defect. he apologized for having to put me on hold for another couple of minutes, then came back and said they have recognized an issue with the 5th gen. ipods and that they would like to take care of it for me. they're going to send me a free 120 GB ipod classic! what an unexpected gesture!!! not sure if they have completely run dry of the 5th gen ipods, or if it is because i mentioned that this was my second 5th gen (i had to exchange the first one due to a faulty battery). he took all of my info and said someone would be in touch with me in the next 24-48 hours. he gave me a case number, his email and direct line so that i can follow-up if i don't hear anything. i am so impressed with the service i received, especially when so many companies completely disregard customer satisfaction after the point of sale. i was pleased with my apple products before, but i am now a lifelong customer. if you're having the same issue with your ipod, call apple!! be patient and polite, and hopefully you will get the same outcome. just don't try to run some scam on them to get a new ipod and ruin it for the rest of us honest folks who just want our music back.
  • 222. Re: Ipod Video (5th Gen) No Sound / Heavy Static - Read This! - Quick Fix F
    aloc Level 1 Level 1 (0 points)
    Got my new replacement ipod today too!!!
  • 223. Re: Ipod Video (5th Gen) No Sound / Heavy Static - Read This! - Quick Fix F
    [pi] Level 1 Level 1 (0 points)
    I found this board last week after a quick G-search relating to my issues. I believe I have the same exact issue on my 80GB video -- the audio resembled dropping lead shot into a blender running at full speed, then cut to nothing. The 5 Rs did nothing to help. However, I realized that pressing the right preview (FFWD) button, I would get audio. Then after reading this thread, I tried holding the bottom right and voila, normal quality audio, at a normal rate. Let go, and I was in silence again.

    I immediately submitted a request for replacement online (probably my first mistake), stating that I had no audio from either jack, regardless of what I was playing. However, audio quality was normal if pressure was applied to the right side of the unit.

    A few days later a DHL box arrived, and I sent it out. The next day I get an email back with the following:
    "Our technicians have performed full diagnostic checks on your IPOD 5TH GENERATION (LATE 2006) and have been unable to reproduce the symptom(s) you reported when you requested the repair. As a result of our tests, we can confirm that your product meets Apple specifications for performance, usability, and functionality.

    As a part of our assessment and test procedures, your product has had the latest software and firmware updates installed. It is now being returned to you, and you should expect to receive it within two business days along with a letter that provides details about our assessment as well as useful troubleshooting tips."

    I immediately got on the phone with a CSR and asked if he could tell me what tests they had actually done on my iPod so I know what they did that couldn't reproduce my "no audio" symptoms, and that led them to confirm that it meets there standard of quality. He put me through to a Product Specialist, to whom I explained the entire situation. He said that he couldn't provide me with any of the details from the diagnostics test, but to call back if I was having the same problem when my iPod was returned. At this point I mentioned it's been noted on the forums as a design flaw, and was wondering why that treatment wasn't applied to my case. He said that he didn't know enough about the diagnostics to answer that, and restated that I could call back if I had the same issue once I received my iPod back.

    Now... perhaps something they did magically fixed this problem, but I'm not very sure about that. I guess I'll have to wait a few days until my next DHL box gets here and check it out myself.

    Oh, and my iPod is still covered under the Apple Plan extended warranty until 12/28/2008.

    I'm very dissatisfied at the moment.
  • 224. Re: Ipod Video (5th Gen) No Sound / Heavy Static - Read This! - Quick Fix Found
    scirio Level 1 Level 1 (0 points)
    First, Thanks to the thread creator, I found this discussion on the first page of a "5G iPod no audio" Google search.

    I had THE EXACT same series of events happen to me as described on the first post. No audio out after a brief moment of scratchiness and it happen very suddenly. I boutght this 5G 30GB iPod 3 years ago, Oct 2005.

    I called apple, DID NOT LIE, simply described the problem. !!!MENTION SQUEEZING IT IN THE LOWER RIGHT!!! The first rep told me it would be $130 or whatever and that was his final answer. I asked to speak with a product specialist and he transfered me. The product specialist immediately recognized the issue, double and triple checked with me that it worked "when squeezing or applying pressure to the lower right hand corner of the unit," then he said "We'll get a brand new free 120GB iPod," (came outlast week,) "out to you overnight. This is a known issue, just send yours to us."

    They provided a free overnight shipping label.
    I shipped it the next morning.
    They had a tracking number for the new one to me by the end of that day.
    They even asked if I wanted it engraved again. I said yes.

    Awesome service. No applecare, this unit was 2 years out of warranty, never dropped, not even scratched. Just simply had this problem we all had.
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