1st Gen Nano Recall Notification

I also have a 1st gen, and my screen has recently died (perhaps as a result of over-heating?). Will they still replace this. And if not, will they send it back to me?

Got an email regarding my recall today...but look at the wording that is in the email:

Apple may charge you a diagnostic fee, including shipping charges, of no more than one hundred ($100) dollars US, plus applicable tax, if Apple inspects your product and determines based on the inspection that the product does not require service. If Apple determines, while inspecting your product, that service is needed due to the failure of parts that are neither supplied by Apple nor Apple-branded, Apple may return the product to you without servicing it, and may charge you the diagnostic fee plus applicable sales tax.

***??? I may be charged $100.00???

Without better information, all we can do is speculate. My guess is they will still replace an inoperative unit. Since the recall concerns the possibility of overheating, and electronics can fail due to overheating, it makes sense that Apple isn't going to second-guess your unit. I'm sure they'll just verify the serial numbers, plug them in to test them, throw the working ones into a bin to be refurbished, and throw the inoperative ones in a different bin, possibly for a quick forensic exam for signs of battery damage, and if not, destroyed.

Again, just a guess. I can't imagine Apple spending time (labor cost) diagnosing every inoperative unit, and bothering to follow through with a repair estimate. They want these units with bad batteries out of people's hands, and they've budgeted for a recall & replacement. Besides, what if someone said no, don't repair, just send it back? I seriously doubt Apple would send any unit back that still has an un-replaced battery. After all, the unit could still be repaired by an independent, and now you have a working Nano with a potentially dangerous battery floating around out there. It only makes sense that Apple would just replace the thing and move on.

Ok...just want to be sure. I have shelved the iPod so I can send back.

Again guessing, but the language in the email, including the advisory of a possible diagnosis fee, sounds like boilerplate returned-item language. For instance, in non-recall setting, I'm sure it happens often that people obtain return authorizations from Support because a problem couldn't be resolved over the phone, and the customer isn't near an Apple repair outlet. Apple gets the unit, and in spite of what the customer claimed, they had spilled coffee on it or something. This language protects Apple and advises the customer that just because we're paying to have it returned, we're not paying for non-warranty repairs.

Unless I'm mistaken, this language at the beginning of the email says that the "diagnosis" has already been made; the unit is to be replaced under the exchange program. They're just covering themselves. Who knows, maybe they'll get one that has been gutted and converted to a miniature aquarium. I guess in such an extreme case, they might say tough luck, this one isn't our problem.

"Our initial diagnosis indicates that because your product replacement will likely be covered by the warranty, an AppleCare Protection Plan, or another Apple repair or exchange program, there should be no charge to you for the service performed. If we have questions or concerns regarding the repair coverage, we will notify you."

I haven't used my first gen in yrs ! Ave just had confirmation their replacing it slam gonna give it to my mum for Christmas lol :)

Hey guys. Can anyone help me out in finding a direct link/email from apple regarding this issue? I'm in Argentina and I've been informed the Reps here won't be taking any 1st Gen Nanos for replacement (I got mine in the US and it qualifies within this recall).

Thanks and good luck to all with your replacements!

(and a big fat Boooooh! to the ARG representations from Apple)

Mine died it wouldn't charge for ages and it came up with a sad face and wouldn't connect to my computer so I haven't used in yrs? I know ur not apple but do you think that could have been an overheating problem cause it used to get really hot lol

Hi All:

This is a caution to all that this is a general recall notification. There are discussions out there that when Apple emails you back on getting the prepaid mailer box the fine print says in part if the nano is not covered by a warranty or protection plan.... " Otherwise the Appler repair terms and Conditions apply. Apple may charege you a diagnostic fee, including shipping charges, of no more than one hundred dollars Us, plus applicable tax, if Apple inspects your product and determines based on the inspection that the product does not require service. If Apple determines wihile inspection your product that service is needed due to fhte failure of the parts that are neither supplied by Appler nor Apple branded, Apple may return the product to you without servicing it, an may charge you the diagnostic fee plus applicable sales tax.

THIS IS TRUE! I called the nano sercive technican and he confirmend. Apple will inspect the nano in the recall but if the battery does not overheat they will send it back to you and charge you shipping plus diagnostic fee. So if you are hoping you can send your old nano in and get a refurbished on back FORGET IT!

Make sure it is overheating first, before you send it in or you will get charged.

This seems totally backwards to me, why issue a recall.? I think what Apple is really doing is getting everyone to send their nanos in and they will check them for the problem. In the extreme rarity it is defective fine - they will replace it. But all the others, they will charge you and CYA for them.

Do you really think Apple has hundreds of thousands of refurbished nanos laying around? BEWARE! all

Please call and check this out yourself.

Good luck Brad

Sigh... It's a recall, not a Quicky Lube service coupon. Just send your Nano's in, you'll get a refurbished one back. They will refurbish them in lots as they receive them. Whoever this "nano service technician" is, he doesn't know what he's talking about, or you misunderstood him. Major recalls are exactly that; they want a certain type of battery off the street, so that's what they're doing, and all they're doing.

Mr Mellow - One would think and hope this is what Apple intends. It makes logical sense.

But the service technician was very clear and I did not mistake him. I hope he was in error, as I explained to him the flawed logic of issuing a general recall and then charging folks for sending in their nanos. But he was adamant about that is how Apple is approaching the problem. It is exaclty in accordance with the responding email.

I ran a scenario by him comparing this to a car recall with brake problems and the brakes having to go out before the recall is valid but he stood by his position.

He sounded like he was up to speed on the issue and spoke perfect english. I hope he was a rouge technician and just didn't get the official Apple protocols.

For verification I will try this again with an Apple rep later today and see if I get the same story or another one.

In the mean time, I'll hold off on sending mine in until I hear some personal testimonies. I can only go by the written documentation and the concurring follow up phone call.

Brad

II

I just got off the phone with Customer Care, as I had concerns about the $100 fine print. He says that unless they asked you for billing info there should be no charges levied and your replacement is covered under the warranty. He put me on hold a couple of times asking for clarification from his managers and the last word was from a senior manager was that if the unit did not need to be replaced it would just be sent back. No charge.

I wrote down his name, and the information just in case.

Also, he said they have no information on whether or not they will use the old housing or a newer version as they have not been given that information yet. but that we would not lose any of the features included in ths model.

I worked in the automotive industry for over 10 years, and handled dozens, if not hundreds of safety recalls. It was never the practice at any of these service centers to do anything other than the recall. Of course, if the technician noticed another problem or service recommendation, it would be noted on the repair order, but we NEVER charged a diagnostic fee. The important distinction, here, is that those car owners got back the same vehicle. Nano owners will get another device.

I've also owned products that were recalled, and it was always handled at no cost to me. There's absolutely no point in going through the rigamarol of engaging the customer over discovered problems unless, as I said above, the unit has been severely altered (I used the absurd aquarium example for comic relief, but a more realistic example might be a Nano that was smashed under a car or mangled beyond recognition. Even in that case, I truly think the techicians who initially screen the units are either going to say, "whatever," and toss the thing into a bin to be destroyed, or simply return the device. It's bad press to engage in disputes with customers during a recall. Toyota learned its lesson over this very thing.

I also think that it would be bad press to not include a new case in the refurbishment. They are probably outsourcing the remanufacture of new cases to Asia, for pennies per unit. It's just plastic, and the retooling needed to mold them is child's play. It may still be in place in some boutique sub-contractor's factory. Also, rather than manufacture thousands ahead of time, as implied above, I'm sure they've arranged to have them made in lots, using the just-in-time manufacturing supply model, hence the up-to 6 week turnaround.

As for a unit not needing to be replaced, I would think that this would only apply to units that have had the battery replaced already, and I'm sure this can be determined very quickly, perhaps via a computer diagnostic without even removing the case. Then of course, the unit would just be sent back to the owner, but no one is going to get charged a penny for anything during this recall; I'm certain of it.

Sadly, when I did as the e-mail suggested and drove 11 miles to the Apple Store in Bellevue Square this morning, the staffer there said I had to make an appointment to talk to someone who could handle questions about the recall. He could not even tell me whether my serial number was in the range being recalled. That requires a technician. All he could do was to help me make an appointment. And this guy advises customers on which computer is right for them? Fail!

Regarding fees, basically, NO. Apple Care today told me they simply ship out replacements, they do not first evaluate them to see if they're exhibiting the overheating. I asked directly about any fees of any kind, including service fees if the unit isn't overheating, and she gave me an unqualified answer: "No."

It's a generous offer. Mine never overheated, but I'm sending it in anyway. I went to the web site and entered my serial number, confirmed my shipping address, and got a Repair ID.

At no time did it ask me for billing information or a credit card.