The Motley Fool: Apple did the right thing in quickly addressing cracked iPod nano screens

“After about a week of various Apple Computer fan sites posting complaints about screens cracking on Apple’s newest flash-memory digital music player, the iPod nano, Apple has admitted that there is a problem with cracked screens on a small number of the new units,” Nathan Parmelee writes for The Motley Fool.

“Apple announced that all customers need do is get in touch with AppleCare — that’s customer support at most companies — and their faulty iPod nano will be replaced free of charge. The company also mentioned that the manufacturing defect affects less than one-tenth of 1% of all iPod nanos. That’s a small amount, but the statistic is meaningless to a customer affected, and the publicity could potentially hurt Apple’s reputation for quality. Apple customers expect new products to work properly and, given that quality issues with previous iPods have been minor, would react negatively to news that the nano’s cracked screens are a persistent problem,” Parmelee writes.

“For a company often criticized for having an adversarial relationship with customers seeking product support, Apple’s forthright offer to replace any faulty iPod nano is a smart and sensible move,” Parmelee writes. “…this time Apple has stepped up to the plate.”

Full article here.

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18 Comments

  1. So can we finally MOVE ON now please? This dead horse has been beaten quite enough now. Enough already, we know a few people had defective units and we know Apple is going to replace them, so there is nothing left to say. Next…

  2. “”For a company often criticized for having an adversarial relationship with customers seeking product support,”

    What the hell does that mean? ive always gotten stellar suport from Apple and ive been a user for 15 years. Just because people complain because Apple doesnt like to replcae 10 year old computers for free, doesn’t make them adversarial.

  3. Where’s the MDN take on “adversarial”? Considering Apple has been ranked highest in Customer Service among any computer manufacturer by Consumer Reports, I’m a little surprised to not see an objection there.

    Oh, and I agree with TimW. The horse is definitely dead.

  4. “For a company often criticized for having an adversarial relationship with customers seeking product support, Apple’s forthright offer to replace any faulty iPod nano is a smart and sensible move,” Parmelee writes. “…this time Apple has stepped up to the plate.”

    Huh? Apple is consistently rated highest in Consumer Reports with regard to customer service.

  5. They have been rated high in customer support recently. Those reports clearly don’t take into account their dogged refusal to acknowledge bugs and design flaws in the early verisons of most new products (each powerbook line, every OS, etc.) sometimes for months or years.

  6. MDN, can you set up a “Kill” filter for trolls like ‘PC Apologist’ so we can omit the fsck bullshit?

    Let them go back to their PC ghetto and wallow in their “bugs and design flaws” on their peecees running Winblows.

    Thanks in advance
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  7. I have never recieved anything but great support from Apple. I have had four PowerBooks, two iBook, and fourteen assorted desktop Macs going back to the SE/30. I have had few problems, but each time I have had one, Apple has been very helpful. I loved how simple the power adapter replacement was for my Wallstreet G3 PowerBook.

    I wish I could say the same thing for any of the ten windows desktop machines that I have owned. Gateway was the best support of those machine and their support was not nearly as good as the support from Apple.

    Parmelee and PC Apologist are full of crap.

  8. PC Apologist may be just stirring the pot a bit but he/she has a right to do this. It’s just an opinion. The day a site starts “editing” posts is the day that I stop viewing a site, and stop viewing the advertisements on that site. Q.E.D.

  9. The funny thing is, for a lot of people the news of Apple’s fix will be the first time they have heard of the problem.

    Since we are a lot more focused on things Apple, this has been something that we have been very aware of. For the majority of consumers, this is just a very small blip on a very large radar screen, and one that is fading fast.

    For most people, I think this will be all but forgotten in a month or so. Kudos to Apple for acting fast to minimize damage.

  10. Yeah, Apple was smart to nip this one in the bud, cause a lot is riding on success of the nano. Ironically, though, AAPL went up even as the screen rumors were getting more publicity, when Apple makes its announcement – something which seems very positive – the stock takes a big hit. Wall Street! Go figure!? …Well, they’ll be back soon enough.

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