How hard is it to replace faulty iPod?

20:06, Dec 19 2012
 Donna Lippiatt
Donna Lippiatt purchased an iPod at the Warehouse in October that doesn't work

A Blenheim woman battling the Warehouse and Apple to get a defective iPod replaced wants to warn others about her experience.

Donna Lippiatt, 60, bought a new iPod touch from the Blenheim Warehouse on October 2, but while the screen worked, the earphone jack did not, meaning she was unable to listen to music.

For the past two-and-a-half months, Ms Lippiatt and her son Chris Lippiatt have been getting nowhere with the Warehouse and the manufacturer, Apple, with neither company taking responsibility, she said.

''It's been a real hassle to sort out. No-one should have to go through this, it's been really hard.''

If it wasn't for my son I would have been lost and would not have got this far.''

Ms Lippiatt, who is a resident at Redwood Lifestyle Care and Village, is mostly confined to bed rest because she is tetraplegic.


The new iPod, which she bought on special for $345 with her Warehouse card, was to replace her old one which stopped working after three years, she said.  

iPods were extremely useful to her because they enabled her to single-handedly read ibooks, use apps and play games.

Although on pain relief, she said she was in constant pain and her music helped her get through the nights when she found it difficult to sleep.Mr Lippiatt said he dealt with three different people at Apple, and in most cases, phone calls and emails had not been returned, he said.

He contacted the ifMarlborough Expressnf after giving his mother's credit card details over the phone to an Apple spokesperson, who said a replacement iPod would be sent out within 24 hours. This has yet to turn up.

''I'm astounded that it's come to this, I can't believe a company with the economy of a small country can run with that level of customer service.''

Consumer New Zealand chief executive Sue Chetwin said Ms Lippiatt was completely covered by the Consumer Guarantees Act which states goods must be durable and fit for their purpose.

''She shouldn't have to deal with Apple at all, the Warehouse is a New Zealand company operating under New Zealand conditions.

She's well within her rights for the iPod to be either returned, replaced or repaired.''

She recommended Ms Lippiatt to have a strong conversation with someone at the Warehouse who understands the act.If they still had no success, the Lippiatts could make a case with the disputes tribunal, which would cost up to $80, she said.

However Ms Lippiatt, who relies on a sickness benefit, said there is little else left after her bills have been paid.''

I just want an iPod that works,'' she said.

The Warehouse Blenheim declined to comment about the matter and referred the matter to their head office in Auckland.

Neither The Warehouse's head office nor manufacturer Apple have responded to emails requesting comment

The Marlborough Express