14 Replies Latest reply: Apr 16, 2008 7:35 AM by Swaldale
Swaldale Level 1 Level 1 (0 points)
I purchased an itouch last weekend and expected it to have all of the software advertised by apple. When I plugged it in it did an immediate software upgrade then asked me for £12.99 to upgrade the software to the a January pack. I declined. I bought the itouch in good faith, expecting all the software to be there... why should I now have to fork out more money for something that was released 3 months ago and should be on all itouch's bought currently. I can't find any way of contacting apple to ask for this software to be provided free of charge without using up my one free technical support call. Can anyone help me out here?

Mac OS X (10.4.11)
  • Ian Parkinson Level 6 Level 6 (10,440 points)
    Where did you buy the iPod?
    It is not Apple's fault if the place you bought it from are selling old stock.
    You need to return the iPod back to where you bought it and ask for a refund then buy one from an Apple Store or from the Apple Store online.

    Did you play the full retail price or was it discounted?
    If it was discounted then it was probably because it did not have the latest software.
  • DaddyPaycheck Level 6 Level 6 (16,035 points)
    Hi Swaldale-

    Greetings and welcome to the Apple boards :-)


    Return it and get the model that includes the January update.

    Luck-

    -DaddyPaycheck
  • Swaldale Level 1 Level 1 (0 points)
    Thanks for the replies. I bought the ipod from Currys. I still have a real issue with Apple here. There is going to be a lag time for older stock to clear from the shops. When you first use your ipod touch it automatically syncs through itunes, so apple KNOWS when you first registered that product. Surely it is not beyond the technical capacity of a company like apple to then be able to provide the appropriate software update relative to when the user first started using the product rather than when the unit was actually made and the firmware was loaded on. I think the current state of play is deplorable.
  • Ian Parkinson Level 6 Level 6 (10,440 points)
    But it is not about when you register it, it is about when you buy.
    I know you bought the iPod after the new version was available, but other people may have bought them before the update was released, should they get the update for free just because the delay the registration?

    Did you get the iPod at a reduced price?
    I have looked at the Currys web site and the 16GB is for sale for £229 while the Apple Store price is £269. So it looks to me that Currys are selling of the 16GB at a reduced price to compensate for it being an old model. That is what Apple also did and many other retailers. If you did get the iPod for less than the Apple prices below, then you got a reduction due to it being and old model, the cash you have left is therefore for you to spend on the update.

    Apple Store Prices :-

    8GB - £199
    16GB - £269
    32GB - £329

    So how much did you pay?

    It is interewsting that on the Currys website it says for the 8GB iPod - includes latest software update, and the price matches the Apple price.

    For the 16GB it does not say it has the latest software and the iPod is £40 less than the Apple price, quite a bargain as it would only cost £12.99 to make it the same at the latest model, resulting in a £27 saving.

    For the 32GB model it does not mention the software update, but the 32GB has never been without the new software anyway as it was released much later, the price also matches the Apple price.

    My guess is that you have a 16GB model that you paid £229 for (saving £40) as it does not have the latest software. So pay the £12.99 and get the latest software, you will still be better off than the rest of us who paid £269 and the £12.99 just because we were early adopters!

    Currys Price :-

    Currys

    Message was edited by: Ian Parkinson

    Message was edited by: Ian Parkinson
  • Jim Pomme Level 2 Level 2 (210 points)
    No, Apple do it the sensible way which is by serial number. Doing it any other way would lead them to be potentially open to abuse.

    Currys are entirely to blame as they should have either removed the old stock by now (the update was weeks ago after all) and replaced it with new, or sold you it at a suitable discount on the basis that it didn't have the software update.

    'Lag time' for old stock at a retailer like Currys is nothing to do with Apple - they would have informed retailers exactly of the situation, and Currys would have made the decision either to restock or sell old stock at a discount.

    If you did in fact receive the discount then that would explain it, and obviously Currys should have informed you as to why it was discounted.
  • DaddyPaycheck Level 6 Level 6 (16,035 points)
    Hi Swaldale-

    For the variety of reasons cited Apple is not to blame and your issue lies directly with the retailer.

    Again, I say, take it back, get your money back, pony up the extra coin and buy yourself the real deal.

    Also check the Apple Store Refurbished section. Good prices, same warranty, and usually seem to have all of the bugs worked out.

    Luck-

    -DaddyPaycheck
  • Ian Parkinson Level 6 Level 6 (10,440 points)
    DaddyPaycheck wrote:
    Hi Swaldale-

    For the variety of reasons cited Apple is not to blame and your issue lies directly with the retailer.

    Again, I say, take it back, get your money back, pony up the extra coin and buy yourself the real deal.

    Also check the Apple Store Refurbished section. Good prices, same warranty, and usually seem to have all of the bugs worked out.

    Luck-

    -DaddyPaycheck


    Until we know exactly how much was paid and for what model that may not be the best advice.

    If it was sold at a reduced price, then paying the £12.99 for the update from Apple is the cheapest option. As it would be £229 + £12.99 = £241.99, the same device from Apple would cost £269, so it is cheaper from Currys with the update from Apple. If on the other hand (which I don't think is the case), the user paid the full £269 price for the non updated model then it would be best to take it back and ask for the discount that they are clearly offering to be applied.

    Either the user got the iPod at a discounted price and he is not mentioning this, OR Currys did not sell the iPod at the discounted price which they clearly should have done. In both cases it is not Apple's fault.

    Message was edited by: Ian Parkinson
  • DaddyPaycheck Level 6 Level 6 (16,035 points)
    Good points!

    -DaddyPaycheck
  • Swaldale Level 1 Level 1 (0 points)
    Yes, I did receive the discount. No, I was not informed that the model did not include the new software. Did I ask if it had the new software... no. Didi I know to ask if it had the new software on it... no. Would I still have bought it if I'd been told I would have to pay for the upgrade - probably.
    It's all down to ensuring good communication between manufacturer (and their advertising), the retailer, and the customer to avoid misleading the customer.
  • Swaldale Level 1 Level 1 (0 points)
    See my reply above.
    I have resigned myself to having to pay for the update.
  • DaddyPaycheck Level 6 Level 6 (16,035 points)
    Hi Swaldale-

    Exactly.

    Luck-

    -DaddyPaycheck
  • Jim Pomme Level 2 Level 2 (210 points)
    But you therefore must agree that as you received a discount (and even if you didn't) it is clearly Currys fault for continuing to sell old stock and not making it clear.

    To be honest I don't really understand what you are complaining about - you got the touch for a significant discount (much bigger than the cost of the update it would appear) with the very slight hassle of having to go through the process of buying the update.

    Myself and lots of others paid the full price for the touch AND had to buy the update.

    In fact, being that the next update is coming sometime in June, you have the choice of waiting until then to buy it and therefore Currys will have saved you the £12.99 on top of your discount.
  • Ian Parkinson Level 6 Level 6 (10,440 points)
    Swaldale wrote:
    See my reply above.
    I have resigned myself to having to pay for the update.


    No point trying to sound like you are paying for something you should not be.
    You are not entitled to get the update for free as you got a discount on the price of the iPod because it did not come with the update installed.

    Basically you are complaining that once you upgrade the iPod you will have an up to date model for less than it is being sold on the Apple Store or anywhere else. What I suggest you do is take the iPod back and get a full £229 refund, and then go to an Apple Store and pay out £269.

    The people who are to blame in all of this are Currys, they know full well what they are selling and should tell you it is the old model (although why did you thing you were getting a discount?).

    Apple cannot know what Currys stores are selling as they do not have access to thier inventories.
  • Swaldale Level 1 Level 1 (0 points)
    It's a simple point (whether it be for £12.99 or £1299). You go to a shop to buy a product you've seen advertised. You buy the product, then find it's not got everything you had been led to believe. Why should I then expect to have to pay more to get what the manufacturer has advertised? Apple's own video blurb released months ago says all ipod touches now come with the software... they don't say, oh by the way, make sure you ASK for one with new software on it as we won't tell you that information up front.

    The retailer is acting for, and on behalf of, Apple. Apple therefore have an interest in what is happening at the point of sale. Apple and the retailers should have a common policy when it comes to selling stock that may or may not have particular features. The customer has a right to know what they are buying... and that responsibility is shared between Apple and Currys in this case. As the shop is an "AUTHORISED" Apple retailer it is representing Apple.

    Currys often have special offers, discounts etc. It's normal retail practice for goodness sake! I don't go to the supermarket thinking that if I see tins of beans on special offer that week that they are going to be out of date and only 90% full.