Dale sent us his lengthy missive to Steve Jobs:

I am writing this in regards to an issue I have had with an iPod nano, first generation. I have included the relevant pictures of my iPod after this incident and links to related issues.

I had plugged the iPod in to charge on Saturday August 16, 2008. I was using the USB cable that came with the iPod and charging via the USB port on my PC. After being plugged in for somewhere between 5-10 minutes I heard a sizzling sound. I looked down on the iPod just in time to see it explode open and start shooting sparks and spewing smoke. I managed to unhook the iPod from my computer's USB port immediately. I had noticed that a small fire had started on the table I had the laptop and the iPod sitting on, and I managed to extinguish those flames quickly before any apparent damage could be done to my laptop. Unlike in other cases, I've read about, my iPod continued to spew smoke and spit sparks while throwing out some kind of sooty substance from the inside of the iPod for several minutes after removing the cable from the computer. I moved the still spitting iPod from the table and placed it on a book case across the room. I noticed that while doing this, the iPod was still extraordinarily hot to the touch.

I immediately called up the apple tech support line while I opened a window to clear the smoke out of my apartment. After weeding through their electronic menu, I was put on hold for around 15 minutes. This gave me some time to calm down, and after telling the representative that my iPod nano exploded, I was transferred directly to the customer support supervisor at the time. His extension is X86702. He walked me through a 20 minute survey regarding the issue before putting me on hold again to contact the "engineers". After this, he informed me that he did not get through, but would hear back from them that evening for certain. I was also informed that Apple would replace my iPod regardless at this point even though it's older. I have to take a few moments to commend him as he seemed to genuinely want to help me. I had asked what I could do to get a replacement iPod ASAP. I was told to go to the nearest apple store and they should be able to replace it. I also asked if it was ok to make an appointment for that evening, and I was told it would be fine as we should have heard back from the "engineers" by then.

After waiting several hours and not hearing back from the supervisor, I attempted to contact him at the extension and number I was given. This was transferred directly to his voicemail and I did not hear back from him that night. I had then traveled to the local apple store in Pittsburgh, PA to see what could be done about the iPod. Here I was told that "it's been submitted as a request to the 'engineers' and can't be handled". The support tech at the Genius Bar seemed genuinely concerned and opened a separate case file to see if he could do anything to help me out. He found out that all he could do was submit it to the engineers who would NOT be in until monday. At this point, I became overly frustrated that the original tech had led me to believe this issue could have been sorted out that day. Also I do not think I'm being unreasonable by asking a company to replace the iPod with a different iPod product, as I could easily have been hurt or injured by the one that had malfunctioned!

I had asked the tech if there's any way he can replace it as the guy on the phone had told me that the local store could swap it out. He then went into the office to confer with the manager and the GM via phone. He returned to tell me that they can NOT exchange the iPod, and can only escalate the claim to the "engineers". At which point, I became upset that, once again, the original tech was wrong that this could be handled on-site at the local apple store. I once again asked if they could do anything as I'm overly frustrated with the service I'm receiving; I was told that the iPod would be replaced regardless. At this point, the tech went back to the office to confer once again with the manager.

The manager comes out with the tech shortly after and explains to me that no one at apple has EVER heard of this happening (although, I have found articles that counter this), and that she did not believe there was anything that she could do. She asked me to "do her a favor" and wait until monday night (EST) to handle this matter. I informed her that I understand that she's stuck in a hard situation, but I was promised by someone in the support that this could be handled at a local store, and that the iPod would be replaced. She walks back into the back room, and shortly returns with a phone number. She calls up the GM and puts him on the phone with me. At this point, I want to commend the in-store staff as they seemed concerned about this issue and really wanted to make it right. I really do not wish to paint the store employees in a bad way as they had really tried to help me. The GM is, of course, another issue.

The GM gets on the phone and tells me who he is and he's sorry to hear this. He goes on to inform me that they CAN NOT and WILL NOT give me another iPod. He mentions that this has to go to the engineers first before he will even CONSIDER dealing with the issue. I mention that I have read the reports of this happening before, and that there are numerous instances. He scoffs at this and implies that this is a completely unusual occurrence and no one he knows of has heard of it.

I mention to him that the guy at tech support had told me this can be replaced at the local store. Once again, he says that NOTHING will be done until the engineers look at the iPod, and until he talks with them on monday. I ask why that is, and he says "to make sure there are no safety issues or concerns." I asked what were the issues regarding the safety, to which he replied "there are numerous things that could probably cause this". I asked him to name a few, and was met with "the list is too long to mention." I found this odd, as he had told me before he had never heard of this issue, yet could think of a long list of things that could cause an iPod to explode and catch fire.

I continued to ask what the safety issue would be if he just replaced the iPod. To which he said "it could be the cables". I told him that the tech support on the phone informed me that i should not use those cables, and that they would be replaced when the iPod is. The GM informs me that they DO NOT replace cables. I continued to say, but, if he was to replace the iPod and the cables, that it would eliminate any safety risk. He assured me that was not the case. I then informed him that it sounds like he was accusing me of intentionally doing this to my iPod. He claimed he wasn't, but I pointed out that if you replace any and all apple hardware involved, there's no safety issue, UNLESS the issue is with my existing hardware that's not apple. he informed me that that was not the case. I informed him that if this was due to a defective iPod, replacing the iPod eliminates the safety issue. He told me that it might not be that case. To which I asked, what exactly safety issue there was if the fault was NOT with apple software. He repeated that they need to look over the iPod to determine any safety issues before even considering replacing the iPod. I became very frustrated at this point that he was trying to use double speak in order to make excuses and push the blame onto me.

At this point I offered to leave the faulty iPod with the apple store to send off to the engineers as needed, but that I wanted my iPod replaced as I was promised by the tech on the phone. The GM informs me that the tech was in no way, shape, or form allowed to make that guarantee to me. At this point, and I am ashamed to say, I lost my temper with the GM. I told him that I was not pleased at all with this service since I was promised that the iPod would be replaced, and yet it was not going to be. The GM informed me that he wasn't even sure if it NEEDED to be replaced let alone if apple WOULD replace it. After this turn, my language became peppered with profanity. The GM continued on to tell me that he's not going to do anything about the issue, and that I could sit there all night and tell him how he should handle it, but it is NOT now he will handle it.

In other words, the GM wanted to take up more of my time in order to try and push the blame on me for the iPod breaking, completely negate anything I was told originally by tech support, and try to get me out of their store as quickly as he could without doing anything to resolve the issue.

After reading another issue or two, it appears as though apple is now saying that even if it is a faulty piece of equipment and does damage to other objects or people, that it is NOT their responsibility to replace it unless you have a current warranty. I had not picked up the extended warranty due to the fact that, at the time, I had not received word of any issues. Now, I am fully regretting that decision as I'm sure that they would not allow me to take out a warranty now to cover the issue. This upsets me as they have made a precedent to replace products, even out of warranty, if the issue is due to a severe product malfunction such as this.

After this, I can fully say that I am not pleased at all with how this issue has been handled by apple. I have been informed of an email address within the Apple company, and I plan on sending a copy of this email, along with the pictures to that address also. From the various stories I have read, of which I have included links, it has been made clear that this is NOT an isolated incident as Apple would have me believe. I do not feel that Apple has been doing a sufficient job of resolving this matter in any way, shape, or form. Based on the other reports, I do not have much hope that this matter will be resolved in any timely fashion, that my iPod will be replaced, that I will be compensated for anything, that I will get an apology for their tech support making claims that they were not permitted to, or for the store obviously not being on the same page as tech support. Frankly, in my search for information regarding the iPod, I've found other reports that claim this type of fault for other issues. This ranges from problems with computers, to mp3 players, and even to censoring comments and forum posts regarding bugs with their products. By bringing this up, I hope to make it known that these type of issues appear to be common with apple. Like other manufacturers, they sometimes produce faulty products, however, they seem to want to protect their corporate image and pockets more than make up for their faulty product. In this case, it was a known issue with this model of iPod and the company did not seem to make any motions to address the issue. I hope that by making this public, people may be able to avoid this issue happening with their own electronics, and that they may be prepared for what they would have to deal with in the process of attempting to resolve the issue. While Apple may produce numerous ad campaigns that make them seem almost invincible, their products are like any others: buyer beware.

The fiery Nano:

Dale's burnt desk:

The pictures look awfully similar to other iPods that have spontaneously combusted.

This iPod exploded yesterday and we don't see the harm in giving Apple a day to sort out what went wrong. Still, we're not sure how the engineers can do much without the physical unit, and it would seem wise for the Apple store to have an unspoken policy of 'Return Exploded iPod, Get 1 Free!'

Update: Apple agreed to replace the iPod.

Here's a nice little story of what I encountered at the Apple Store.
Bad customer service turns to good customer service, I guess?

I have a MacBook Pro that I've had for about a year now. I noticed a
few months ago that the Bluetooth was acting up - by acting up I mean
Leopard told me there was no Bluetooth installed. I use my laptop as
my business. I do freelance graphic design so I rely on my MacBook Pro
and couldn't afford to take it in for a week just to get the Bluetooth
fixed.

Well I had planned a vacation out of town for a week so before I left
I thought I'd bring it in to the Millenia Apple Store so they can work
on it while I was away. When I brought it in, the "Apple Genius"
looked at my repair history and saw that I had my top case replaced in
January (which I did, they fixed a double click mouse problem). I
mentioned to him that my bluetooth has failed to work for several
months. He told me that the Bluetooth module was attached to the top
case, and when they put a new top case on in January they did not
transfer the Bluetooth module from the old part to my computer.

Wow, ok so Apple screwed it up in the first place. The tech apologized
and said it was totally their fault I had to come back, etc. I told
them is wasn't too much of a problem since I had planned to go on
vacation. He promised me it would be fixed and that was that.

7 days later, when I returned from my vacation I headed back to the
Millenia Apple Store. My computer was not ready. As a matter of fact,
the tech told me they had a back log and my computer hasn't even been
looked at. I spoke to the manager, told them it was Apple's fault for
me being there in the first place and I needed my computer. He
apologized to me but stood firm that it would be done in a few more
days but that was unacceptable to me as I needed my laptop for work.
So I left, laptop in hand in the same state as I brought it in.

I then went to the Florida Mall Apple Store and spoke to the manager
there. I told him the story and he seemed appalled at the way I was
treated. He took my computer and promised it would be fixed in an hour
or so. I wandered around the mall for a little while and came back to
a fully functioning computer. He told me he would speak to the
district manager about the way I was treated at the Millenia store.

So there you go. Two Apple Stores, two ways of being treated. Apple
supposedly has the highest customer service rating in the industry but
apparently there are still holes to be filled.

-Adam

Apparently, all Apple stores aren't the perfect little clones as they would have you believe. But believe it or not, we're not here to crucify Apple. The fact that the other store was able to understand Adam's needs and rapidly correct his problem is evidence that Apple's extraordinary customer service is the rule and not the exception. Kudos to the Apple Store at the Florida Mall.

(Photo: dlayphoto)

From the San Jose Mercury News:

We're halfway down the block when the manager comes running out and tells us to stop right there,"' Fukuba said.

The students were ordered to return to the store, where a security guard and the manager called police, Vicenti said.

Sgt. Sandra Brown confirmed that the store called the Palo Alto Police Department and an officer responded, but made no arrests. She said the store issued the teens an "admonishment" to leave the store, but police did not force them out.

After being lectured by the manager on the dangers of "hacking" into the phones, the teens were photographed and told their pictures were being sent to all Apple stores "so they'd be on the lookout for us," Rogers said.

He and Patel were then allowed to leave. Fukuba and Vicenti, who are both under 18, had to wait for their parents to come pick them up.

Over the next few days, the boys worried about the ban's repercussions.

Fukuba wondered what will happen if he needs to get his computer or iPhone repaired.

"I'll have to get a friend to buy stuff for me, like a drug deal," Fukuba said.

Later in the week, the teens had heard through a friend that a different manager had told said they were still welcome at Apple, despite what the other employees had said.

"I'm not really sure what's going on," Fukuba said.

An Apple spokesperson confirms that the teenagers are not banned from the Apple store in any way: "They were not banned from that store or any other store," he said.

Teens say they were banned from Apple stores for life, company denies it [SJMN]
(Photo: epicharmus )

"I'm sorry if I seem on edge or anything, I just.... I'm born with this"... The assistant manager then says "It's okay. It's the Monday before a full moon. There will be plenty more freaks like you before close". And tells me to calm down.

Here's the full letter, or skip to the summary below if you're impatient:

Mr. Jobs,

I'm writing this to you understanding that this will probably never see your desk.

I've called to file a complaint, but was told "don't worry, it's a misunderstanding". Let me tell you my story, Mr. Jobs. Maybe you'll be able to help me.

Since the IIe I've loved your computers, as a person with autism they never failed me. I've been able to lean on them and they've come through. Applecare has always made it so I had my equipment when and where I needed it. So I had no hesitance buying a macbook 6 months ago. I love Tiger, and now leopard. However 2 months ago, my "top case" cracked. Where your palms rest for your mouse and such. I was told "I hold my computer wrong", but they'd replace it for free. I felt insulted that holding my computer wrong was even ABLE to be told to me, though I do hold it in a briefcase. I figured little of it, and moved on. Maybe I caught someone on a bad day. Plus a small smudge on the glimmering history of my customer service, its eventually to be expected.

Tonight, Sir, I was affronted and insulted. The left side of the seam of my laptop came apart. I tried pushing it back together myself. Hoping I could "resnap" the topcase. It sticks for a few minutes then comes back apart. (recent airport card problems have accompanied it and has connection issues but I let them slide.) This is the 3rd time it's been looked at for this swelling/crack. After a while, it's a concern. I figured the extreme heat may have caused the battery to swell. No big deal, Apple has an immaculate replacement record, and something has to be able to be negotiated. I unplugged it to let it cool. I immediately went to my nearest apple store. Easton Town Center, Columbus Ohio.

Upon getting there, I walk in and find the walk in wait will be 2 hours. I'm an attendant of a local Aspergers Syndrome club,(My autism), so I told them I could wait if it meant I still got there on time. They assured me they would. And just that time the assistant manager walks by, and says "i've seen you in here a lot with that laptop, whats wrong". I explain to him that I'm upset that my laptop keeps having this problem, last time it took 2 weeks to fix, and all i'm doing is trying to get seen if I have to wait another 2 weeks to get my computer seen. I go on to explain, I take notes at our Asperger Syndrome (AS/HFA) meetings, and that, I email those out. As one could understand, people with OCD would be unhappy. I say.. "I'm sorry if I seem on edge or anything, I just.... i'm born with this"... The assistant manager then says "It's okay. It's the monday before a full moon. There will be plenty more freaks like you before close". And tells me to calm down. He then presses my case, bends it and hands it to the Tech guy. The Apple Genius at the bar, then takes me off the list... and starts serving other people... 30 minutes later, he asks if I've been helped. In which case.. I let him know that he's taken me off the standby and reservation lists. He says he'll "see me because he's nice"... proceeds to see the gap in my case and says.. "its just within spec... I can't help you. Sorry". After EVERYTHING I'd just been through... He wouldn't help me, and even SAW the gap in my case and the manager press it, and watched it slowly seperate.

Needless to say, I brought my laptop home. I called Apple Help and filed a complaint. I was told.. "What the manager said is a misunderstanding". Which, excuse me sir, I've been labeled and called names my whole life. There are mistakes, and there is that. Thats the same level of Rush Limbaugh commenting on Donovan McNabb being a Black QB. It's the same as Roger Imus and the rutgers female basketball team. I was insulted when I'd explained my disablity Mr. Jobs. I love your computers, but I will never attend that store again. Never sir, as I could never look someone so intolerant in the face, ever again.

As for my computer? I can "Ship it off" and see it researched, as I still havent gotten it looked at. I end up losing my computer for weeks, after the 2nd time the case has cracked due to "swelling". Please Help, as I simply can't just lose my laptop. I can't... deal with every month and a half having my top case separate. You're the only company in the world, I depend on for quality. It means a lot to my syndrome, and to my daily life to have a computer I can count on. If it means I need a MacBook Pro, then so be it. I'll upgrade to titanium if I can ever afford it.

Luckily this ends on a better note. Joshua emailed "sjobs" and heard back:

Within 12 hours I got a call, an apology, and due to my disability they are letting me into the Easton store before it opens, so I can swap my computer out for an upgrade due to the hardship I've endured. I will say one thing for Apple, their corporate is every bit the nice and understanding company they claim to be.

[ed. Via email, the manager says he didn't push Stephanie.]

"Anyways, after my story was posted on The Consumerist, I took your advice of emailing Steve Jobs. I essentially forwarded what I wrote to your website, at about 10pm est. At 11am est, I received a phone call from someone at Apple who reads and responds to the emails sent there, Michael. After explaining what happened to him again, he told me he would be calling the new store in Natick, MA, and that I could go there that night to drop off my MacBook."

So I did, and I was told it would be approximately a week for them to replace the screen. They also said they would be replacing the topcase, which I thought was the part that houses the LCD, but when I went to pick up my MacBook a week later, I learned that it is the part with the keyboard. They replaced it because it was DIRTY. It's a white keyboard, of course it is dirty. But it was totally awesome of them to do that. Except the person who put it on did a bad job and there was a huge gap between the topcase and bottom case, and I was afraid it would start peeling off, so the manager said the best thing to do would be to send it back in for another week of repair. I reluctantly agreed, since it would mean being without a computer for another week, but I didn't want the problem to get worse, especially when it was another thing that I didn't do to my computer.

Anyways after giving my computer back to them, I left the mall. About 10 minutes after leaving, I received a call from Michael, the man who gave me the OK to just bring in my MacBook to be repaired by Apple. He told me that I could just go to the store the following morning and they were giving me a brand new MacBook, onto which my data was being transferred. I felt kind of bad because I could just use the library for a week, and he had already gone out of his way for me SO MUCH, but he told me that he wanted me to have a good Apple experience, and that is definitely what this turned out to be. I am on my new MacBook now and so far, so good. I'm really pleased that, even though it took almost 3 weeks and a lot of stress, Apple helped me out in the end.

I would really appreciate it if you could post this on The Consumerist either as a follow up article, or edit the old article with this new information. I think it is only fair for it to be shown that yeah, I was treated like crap at the Apple Store, but that they totally redeemed themselves. I don't think they would have really listened to me had it not been for the other article you posted with 40,000+ views. Thank you :)

Separately, via email, the manager says he didn't push Stephanie.

PREVIOUSLY: Apple Store Says You "Must" Have Dropped Your Laptop - No I Didn't - Yes You Did - No I Didn't - Please Leave The Store

Last Wendesday, I was sitting in my dorm room by myself, doing homework on my Macbook, which is less than two months old. After typing my essay for a while, I went on my bed to do some other homework. Nobody else was in the room at all during this time, just me. After about 10 minutes, I returned to my computer, opening it only to see that 1/3 of the screen was broken.

My MacBook has never been dropped, I didn't bump it, close it with any more force than I had ever previously closed it with, hit it on or with anything, nothing fell on it, and nothing (such as a pen) was resting on the keyboard when I closed it. I opened it, and the screen was cracked.

After freaking out and not being able to sleep all night because I was worrying about it, I went to the Apple Store in Chestnut Hill, MA for my appointment with the Genius Bar at 6:30pm. The genius, Jason, who helped my mother and I, was really awesome. I cannot say anything negative about him. He did what he could to help us, which was to tell us that, essentially, my $250 AppleCare warranty was basically a waste of money because now I had to pay $755 to have my screen fixed because it wasn't covered under the warranty.

Uhm...excuse me? When I was buying the MacBook, the sales associate who forced Apple Care onto me, told me that it would cover anything that should happen to the computer, aside from water damage. I must stress that the associate, at the particular store where I went to ask about the problem, told me ANYTHING would be covered EXCEPT for water damage. Well, this isn't water damage. Yet, they still tell me I have to pay $755.

So, Jason gets the manager, Chris, to come talk to us. Everything went downhill from here. Of course I was upset, my computer which cost $1704 when everything was said and done, was broken after almost exactly two months, and they wanted another $755 to fix it even though I didn't cause the damage and I have the warranty.

Chris was awful. Some people just should NOT be in customer service. We explained what had happened, and all he could say was that I MUST have dropped my computer, which I didn't, or whenever he responded to something I said or asked, he "couldn't" comment on it. Well, when it went back and forth for a while of "You dropped it" and "No I didn't!", I finally asked, well, are you calling me a liar? He comes out with another one of his "I can't comment on that". Wow, was I so mad at this point.

I picked up my laptop, walked over to the nearest people looking at computers, showed it to them and said not to buy a Mac. At which point, Chris comes over to me, and physically puts his hands on me and pushes me away from them (yes, he really touched me. yes, he really pushed me. No, it wasn't a very hard push, I am not bruised or injured, but the fact still remains that he did something that he should have NEVER done), and he told me to leave the store, making a scene and running out into the hallway of the mall and saying "Get out!" and calling for security.

Yes, I was wrong in apparently "Harassing" other customers. Please note that everything was 100% civil until maybe the last 90 seconds of my probably hour in the store. Everything was fine until he basically told me I was lying.

All I want is to not be treated like crap by a company where I've spent thousands of dollars on their products (2iPods and songs on iTunes before I owned my MacBook), and where I buy a warranty that I was convinced by the Apple Salesperson would cover anything except for water damage. I would not have bought this computer had the salesperson been honest to me about what the warranty did and did not cover. All I want is for my MacBook to be fixed by Apple.

Assuming everything you say is true and occurred as you described, I have an idea for you. Go back to the store and talk to Chris. Ask him one last time for a warranty repair as there's no way you could have dropped it. When he says no, inform him that you now feel compelled to exercise your civic duty and warn other customers about the dangers of buying a macbook, and that you will be standing outside the store for the next few weeks showing anyone who will listen to you your damaged screen and story. He's right that you can't do this inside the store but he can't do anything about you outside the store.

The situation and tactics are similar to the one described in this post, "How To Kick A Scammy Car Dealer In The Nuts." In that case, a man was deprived of his rightful $1500 discount and so he printed up flyers explaining his issue and informed the store that he would be spending his next few weekends in front of the dealership's sidewalk passing them out. There, the dealership was smart enough of a businessman to cut the writer his check on the spot without him even having to pass out a single flyer.

You might try saying something like this to Chris (a customized version of text lifted from Unscrewed) before you start warning other citizens :

"Chris, at this point, it doesn't really matter to me whether I get my money back or my laptop repaired or not. I am going to exercise my First Amendment right to stand on that public sidewalk in front of your store. I'll show my laptop to anybody walking into your store and tell them my story"

'll bet that, in just a handful of Saturdays, I can convince a couple of dozen people to shop elsewhere. It could end up that, by not paying me what's due to me, you lose ten times that much in future business. It won't put any cash in my pocket, but I'll feel a lot better about things. What do you think?"

The key is to be cool and collected. You might be quaking with anger inside, but outside, you're James Dean. You're not making it personal, it's just business, and you're just a citizen performing your civic duty.

You can also consider typing up a flyer that briefly explains your problem and provides people an email address to contact you at. Bring those along with you. Show them to Chris. Hopefully he'll see the error of his ways and you won't have to use them.

Or you could call the Apple Warranty Department, or just fwd your complaint to sjobs@apple.com, though we'd really like to see you give the in-person approach a try.

The manager told us via email that he didn't push Stephanie.

So I called 1-800-My-Apple to speak with someone who could maybe help me. The first person I spoke to, after putting me on hold two or three times to speak to supervisors, tried to sell me a printer and speakers, saying that I could use four gift cards, plus a credit card to buy the computer, and use up the remaining cards for my accessories. I was confused and upset, and before I became rude thanked him for his time, and ended the phone call.

After glancing around the Apple site, I came across the gift card faq which about 11 questions down clearly states: There is no limit to the numbers of cards you can use when making a purchase through 1-800-MY-APPLE.

Charlie writes:

For Christmas, I asked all of my friends and family for Apple gift cards. In total, I received 8 gift cards with their values totaling to $900. For two -almost three- months, I saved up the remaining money I need to purchase an iMac. So today, I go online to buy the computer and I run into a slight problem.. there were only enough slots for four of my eight gift cards. So I called 1-800-My-Apple to speak with someone who could maybe help me. The first person I spoke to, after putting me on hold two or three times to speak to supervisors, tried to sell me a printer and speakers, saying that I could use four gift cards, plus a credit card to buy the computer, and use up the remaining cards for my accessories. I was confused and upset, and before I became rude thanked him for his time, and ended the phone call.

After glancing around the Apple site, I came across the gift card faq which about 11 questions down clearly states: There is no limit to the numbers of cards you can use when making a purchase through 1-800-MY-APPLE

So armed with this knowledge, I called back. Everyone that I spoke to explained to me that the system was set up so that they could not enter any more than four gift cards for one purchase. One person suggested that I use the gift cards to purchase a larger gift card, but another person I spoke to said that this was not possible. I was transferred over and over again, and even disconnected one time. At the end of about three hours, the only solution I was given was to go to my nearest Apple store — a 3 hour drive away. This six hour commute would be only to consolidate the gift cards, because the iMac I want to buy is refurbished, and so I still have to make the purchase online. I even asked for a refund on the gift cards, but they can only be refunded to the original purchasers, most of who are extended relatives that I only hear from around the holidays.

I just don't understand, all I want it to give them my money. Oh wait— they already have $900 of it in the form of gift card purchases.

Gift Card FAQ [Apple]

Our, "Apple Sells "Refreshed" Laptop Filled With Porn To 11 Year Old Girl" tipster, Hasan Diwan, pictured conducted a followup interview with the man who bought the laptop.

Hasan: So, you went to the store on Regent Street and bought a Macbook?
Imran: Yes
Hasan: and then boarded the tube back home?
Imran: Aye
Hasan: At what point did you decide to do the post-install configuration?
Imran: I'd never bought an Apple before and me daughter needed a computer for word processing. She's only 11 and isn't a computer nut like you as yet, so I decided it would be best if I handled the post-install configuration, you know — women and computers
Hasan: Then what happened?
Imran: I turned it on, there was no post-purchase setup, it logged me in to the desktop, which was full of pictures, a shitload of them.
Hasan: Did you examine further?
Imran: I clicked one. Mr Hunt would probably approve (Mr Hunt is vernacular for a pimp)
Hasan: What did you do next?
Imran: I went to the Terminal and typed rm -rf ./Desktop/*JPG ./Desktop/*jpg
Hasan: Mind if I relay this to a friend who runs a blog for consumer advocacy ?
Imran: Not at all, but yours will get the exclusive.
Hasan: Many thanks

This makes not one, but two IM interviews conducted on the subject. Can we get any more irrefutable? — BEN POPKEN

Apple — Giving Customers More than Computers [Hasan Diwan on the Web!]

Apparently, the webs that are inter have beef with our "Apple Sells "Refreshed" Laptop Filled With Porn To 11 Year Old Girl" post, just because there's no primary evidence! Crazy!

Digger dDuk busted our gut with this comment:

me: i just got a new macbook for my daughter
you: nice!
me: only thing is, it's full of porn!!!
you: no! did u complain dude, u should take that shit back....
me: well er.... i kinda re-installed the os and wiped all evidence *cough*.. well, i already HAD those jpegs anyways you know?
you: shame dude.... shame. but wait, hey why not put it on a blog, then you can link to digg and get apple to give you a BRAND NEW ONE, you now the latest core 2 duo shit dude! they are suckers for bad pr u know. hey make out it was for your daughter, that will make it even worse dude!
me: but my daughter is only 11.
you: we live in the modern age mf, just make out you wanted for her not you.
me: hmmmm..... you know, that aint a bad idea.... only thing is, got no evidence... you: just invent some AIM conversation which makes out you where ...

BLAH BLAH BLAH FUCKING BLAH ETC...

pure bs.

Heheh, we never knew the internet had such high standards.

All kidding aside, all we can say is that our tipster has a strong track record and we trust him. We've asked him to see if his friend will get in contact with us directly so we can provide something more substantive.

Until then... Apple sells kids refurbed laptops pre-loaded with porn, and you heard it here first. — BEN POPKEN

Image courtesy Goopymart.

An Apple customer was shocked, shocked, when he bought a Macbook from the London Apple Store for his 11-year old daughter, and the desktop was full of pornographic JPGs.

His friend, a Consumerist tipster in good standing, told us all about it over IM, inside... — BEN POPKEN

"Mommy, why do the keys stick?" — MEGHANN MARCO

RKH: me mate just bought a "refreshed" Macbook from the Apple Store here in London, turned it on once he got home and found porn on the desktop
fakeout: how refreshing!
RKH: apple sells "refreshed" machines at a 15% discount
fakeout: It's supposed to be clean of everything I assume, including porn
fakeout: What kind of porn was it?
RKH: didn't say
fakeout: how much porn?
RKH: just said there was a "desktop full of JPGs"
fakeout: How does he feel about it?
RKH: he's pretty shocked, he bought it for his 11-year old daughtre
RKH: daughter
fakeout: Is he going to complain?
RKH: he filed a complaint with the OfCom ombudsman
RKH: and he's going to call his MP tomorrow
fakeout: MP?
RKH: member of Parliament
fakeout: Not going to talk to Apple?
RKH: OFCOM will handle that part
RKH: a government agency tends to have more power than individual consumers
fakeout: That's cool they will go to bat for him
RKH: they go to bat for anyone who complains about a company
fakeout: We should get one of those over here
RKH: Carphone Warehouse got a L5mil fine for overcharging VAT on purchases a few years ago.
fakeout: it would be great to get a photo of the desktop with the jpgs on it
RKH: he reformatted the drive and reinstalled OS X from his Tiger CD

Go back in a time machine and ask me, minimum-wage wanna-e mall pimp with the fluffy down of a blonde mustache upon my sneering upper lip, as I strutted amongst the food court honeys waving around a fold of 95 ones with a single 50 wrapped around the side. "Coo coo ca choo," I'd say. "Coo," the honeys replied. That was the most ego-boosting day of my life until another mall posse beat the crap out of me for it in a men's room stall later that day.

Since then, I have learned the extreme sensibility of carrying money around in the maximum denomination as possible. Consequently, I have side-stepped issues the like of Kristin's, who wandered into an Apple Store and attempted to purchase a MacBook in cash, including over 120 fivers. The Apple Store employee was more than a bit miffed... although probably was not prodded along the path of pleasantry by Kristin's persistent hints that she had gathered the fives selling pot and turning tricks.

We're not sure it's much of a complaint, but it's pretty funny. As Apple lovers, we love bashing them too. Kristin's email after the jump.

i-bitch

I went to the Apple store today after months and months of saving every last dollar to buy a new laptop (sorry people I owe money to...you're next I swear!)(unless my cell dies)(THIS was a pure life necessity)(I didn't even GO to the Nordy Anniversary sale!)

Well, I had saved all my cash income to buy this computer, which cost about the same as it would to adopt a baby girl from china, which incidentally is how I feel about the new "addition" to my family.(pics and announcements of the new bundle of joy will be sent soon) I had it all in cash, which I know in this new age of credit consumerism is a bit old fashioned, but money is money I say. And I wasn't about to go into debt when I already owe my generous GENEROUS friends who have been there in my hour(s) of need!

So I would say $600 of it was in $5 bills, but they were all sorted and facing right (didn't learn much in college, but THE GAP certainly provided me with some great money and laundry folding skills) and the girl helping me gave me attitude! IAnd I was being SO NICE. (really) Yah, I felt lame too, like I was counting out my babysitting money...so I said "I know, it's a lot of 5's, but you shoulda seen what I had to DO to earn all this cash..."haha"..."heehee"..."wink wink."

(crickets chirping)

(silence)

Me again, chuckling,nervous "yah, I mean, I faced them all and bundled them in hundreds so it would at least be less obnoxious! I learned that from my days at THE GAP! Hey! At least working here you don't have to fold stuff, huh!"

(silence)

Me again, playin' it cool, "yah, bet nobody ever pays cash here, huh! Well, at least you'll have change!!"

My friend who came with me sidles up to the register, seeing me sinking fast..."hey! that's a lot of 5's! well at least you'll have some change, huh! Won't need to go begging the Banana Republic people for change anymore! HAA!....heee..."

Me..."wellllll, sorry, I know, I mean, well I had to pay for this computer SOMEhow!"

Finally she looks up after cramming all 5's into register, and says really snotty, "Yah well, you COULD HAVE gone to the bank and changed these in. My boss will kill me for having to count all this cash tonight, but Oh well! I ahd to do it, so he'll just have to deal!"

Okay, what has happenned to our shopping society? I was SPENDING $1,800 dollars in this store! AND I was being apologetic and nice to a salesgirl for paying her MY hard earned cash?! And she was being snotty to me? This isn't FRANCE. I am the customer. And therefore my ass should be kissed! PLUS I also just saved them the percentage they woulda paid in credit card fees! What is wrong with America?

But she knew. oh did she know. This was the Apple store. she had something I desperately wanted. And she KNEW I would put up with anything to get it. Like when your crack dealer makes you strip or give him a BJ for the stash (I just see this on TV, I don't really KNOW) This girl knew she had me at ibook. And you know what's sad? I was relieved when the transaction was finished and she let me have my goods. I was still kissing HER ass on the way out. "bye! thanks! sorrrryyy for all the crazy cash! I'll pay credit next time! haa haa! hee!" Just in case I needed to come back for a carrying case or an ethernet. And FYI...I will be paying in $1 bills next time (AFTER I pay back my good generous friends...)

Still... Joel and I have a lot of hate going on for the Genius Bar: our visits there have usually resulted in us having to tell the Genius what needs to be done and literally begging them to do it. We'd be a lot more understanding of these idiots' incompetence if they didn't wander around grouping themselves in the same bracket as the likes of Sir Stephen Hawking. But since they do, we can't understand what's wrong with the entire Genius experience, or how it got fucked up so bad.

Well, J.C. over at ungenius has written a thoughtful post explaining what killed the Genius Bar: the iPod. Geniuses are idiots precisely because 95% of their job involves hard resetting iPods for a living. Where once they had to actually know stuff about Macs and have troubleshooting skills, now all they need to know is how to troubleshoot a device so simple that it's either broken and needs to be returned or it isn't and needs to be rebooted.

Interesting stuff if you've ever wanted to headbutt an Apple Genius until his brains spilled out of his forehead.

Genius Bar: The Apple Store's Fading Legacy? [ungenius]