I bought an iPod touch for my nephew for Christmas 2014.
It's been a good solid piece of kit. He ran it through the washer(and dryer) not long after we have it to him. We put it in a bag of rice (I thought this was an urban myth) and it was fine.
Unfortunately he dropped it recently and broke the screen. I said "No problem. We bought Applecare."
So I took the iPod into the Apple store (after a LONG wait).
The Apple genius fellow said no problem, and brought out a replacement, and all was well until he went in the back, then came back out and asked me to unlock the iPod.
I phoned my nephew (well, his Dad) and got the pin. But he couldn't remember his Apple ID details. I think that is fair enough, he is ten. And Dyslexic.
But for some reason Apple found some reason to suddenly refuse me service. I have no idea why.
I showed the engraving on the back of the iPod to the clerk along with my ID showing the same uncommon surname. He said he believed me but had to check with his manager. They ultimately refused to replace it. The clerk helping me as cool, he apologised and I went on my way (I'm not much of a fighter, being disabled).
So called Apple support the next day and the agent was good. She said, yes, it's fully covered and all I had to do was talk to an Apple security agent, but it would be no problem to replace it under Applecare. I spoke to the agent she transferred Mr to and they shut me down again.
I don't get it. It's broken. I have a contract for them to replace it. It's obviously my nephews (Apple engraved his name into it and it shows up as activated on my brothers iTunes Christmas day
What's the point in paying almost half the value of the iPod for accidental damage if Apple won't replace it.
I have a lot of Apple gear. But right now I want to toss it all in the bin.
What bothers me most is Apple won't give me a straight answer.
Can anyone give me any idea what the issue might be?
I can't for the life of me figure out why they won't honour the Applecare. I would file in small claims court but let's be realistic. It's not worth the fee and time.
What happened to the Apple that dazzled people with customer service? I can't even get the basics!
