JIM COHEN
Contributing Writer
The release of the iPod Nano was welcomed with rave reviews and sales of more than 1 million units in its first 17 days on the market. The credit card-size music player replaced the iPod Mini. The Nano is smaller, lighter and best of all, it has a color screen.
The excitement of Nano users went from elation when ordering their new tech gadget to disappointment after a few days of use. The color screens are so fragile that they scratch easily. The disappointment of many users has led to a pending class-action lawsuit against Apple.
The iPod Nano was released Sept. 7 by Apple. On Sept. 24 a lawsuit was filed against Apple for selling a defective product. After complaints from consumers and postings on Internet blogs about cracked and scratched screens, Apple officials admitted there was a problem.
The complaint: the iPod Nano screen was scratching or cracking too easily.
The problem: Apple’s Nano was designed with a thinner resin (compared to previous and other current models) to keep the Nano as thin as possible. This thinner layer increases the chances for damage to occur in normal use. This would limit the lifespan of the iPod Nano.
The result: A consumer, Jason Tomczak, has filed a lawsuit for receiving a faulty product that has grown into a pending class action lawsuit.
“The suit alleges that Apple launched the music player despite knowing its design would limit its life,” according to BBC News.
Pepperdine student Kevin King recently purchased a Nano and quickly encountered the same problem.
“Within days of using it I noticed scratches across the screen, and it has gotten worse since,” King said.
Beginning with a price of $200, it seems that Apple is creating a legion of angry customers rather than fixing the problem. Consumers who wish to return the product are required to pay a $25 fee, which is one of the complaints of the lawsuit. Tomczak is suing for a total refund for the faulty product along with the fee.
Instead of spending unnecessary amounts of money to fight the case in court, Apple could easily reimburse its disgruntled consumers for the problems it has created and take a bigger step forward. The proper and respectable course of action would be for Apple to make every effort to keep these customers and offer them a peace offering — like a gift certificate or free online music purchases for the mess it has created.
Apple is known for building superior design and product. The problem with the iPod Nano can be remedied with ease from an economic and public relations standpoint. Apple refuses to comment on pending legal action while angry customers spread the news of a faulty product across the digital world.
As a fan of Apple computers and the products it sells, it has been difficult for me to criticize a company I respect. Nonetheless, Apple has brought damage to its image and unnecessary strife to customers. I hope Apple makes the right choice and fixes this problem, or it will lose another fan and customer.
11-03-2005