iPod Service: Frequently Asked Questions

Repair

  1. How can I tell if my iPod needs service?
  2. How do I get my iPod serviced?
  3. Will the data on my iPod be preserved?
  4. Will the custom laser engraving on my iPod be preserved?
  5. How long will my iPod service take?
  6. How do I check the status of my iPod service request?

Warranty

  1. How long is my iPod covered by Apple's warranty?
  2. How can I tell if my iPod is in warranty?
  3. Can I extend service coverage on my iPod beyond the warranty?
  4. How much will my in-warranty service cost?
  5. What type of damages are not covered by my warranty?
  6. My iPod is not eligible for warranty service. What are my service options?
  7. Does Apple provide a warranty on my replacement iPod?

Accessories

  1. How can I tell if my iPod accessory is in warranty?
  2. One of my iPod accessories isn't working. How can I order a replacement?
  3. My iPod accessory is in warranty. Do I need to provide a credit card number and if yes, why?
  4. How long will my iPod accessory service take?
  5. How do I check the status of my iPod accessory service request?
  6. My iPod accessory is not eligible for warranty service. What are my service options?

REPAIR

1. How can I tell if my iPod needs service?
Visit our iPod support site for helpful troubleshooting information. If you have reviewed the articles on the website, and you're still not sure whether your iPod requires service, you can take your iPod to your local Apple Authorised Service Provider, where available.

Note: There may be a fee for diagnostic service. Alternatively, you can contact Apple Technical Support.

2. How do I get my iPod serviced?
Easy! If your iPod is still covered by Apple's Limited Warranty for iPod, we recommend you use the Online Service Assistant. You may also contact Apple Technical Support, or take your iPod to your local Apple Authorised Service Provider, where available, to make service arrangements.

3. Will the data on my iPod be preserved?
No. You will receive a replacement iPod that will not contain any of your data, songs, or after-market personalisations. Before you submit your iPod for service, it is your responsibility to keep a separate backup copy of the data stored on your iPod and reinstall that data.

Attention iPod touch customers: Following service your replacement iPod touch may have a newer version of the OS. As a result you may need to update your App Store applications to ensure compatibility with the new OS. If you experience a problem with an application purchased from the App Store, check iTunes to see if an update is available or contact the application vendor directly.

4. Will the custom laser engraving on my iPod be preserved?
If your original iPod was personalised by Apple and you choose to use the Online Service Assistant or organize the service by calling Apple Technical Support, you will be asked if you want your replacement iPod to be personalised with the same text. If your original iPod was custom laser engraved by another company, your replacement iPod will not be personalised.

5. How long will my iPod service take?
If you choose to use Online Service Assistant, or service via Apple Technical Support: If your iPod is not personalised, you can expect service to be completed within approximately one week from the time you send your iPod to Apple. If your iPod is personalised, you can expect service to be completed within approximately ten calendar days from the time you send your iPod to Apple.

6. How do I check the status of my iPod service request?
If you choose to use our online repair service, or service via technical support, you can check the status of your iPod service at any time on our easy service status website.

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WARRANTY

1. How long is my iPod covered by Apple's warranty?
Your iPod is covered for one year by Apple's Limited Warranty for iPod. Warranty service for eligible repairs is available at no charge for twelve months from the date of original retail purchase (date of purchase).

2. How can I tell if my iPod is in-warranty?

 Your iPod is covered by Apple's Limited Warranty for iPod for one year from the date of original purchase. To determine your warranty coverage, enter the serial number of your iPod in the Online Service Assistant section on the Apple Support site. Apple may need to examine your proof of purchase document to verify your iPod's warranty status.

Note: The service coverage information described at the Apple Support site is based on the date of purchase information available to Apple, depending on when or whether you registered your product or if you purchased it from an Apple authorized reseller. If you believe that the information is inaccurate, please update the information by contacting Apple using the appropriate links on the Apple Support site.

3. Can I extend service coverage on my iPod beyond the warranty?
The AppleCare Protection Plan for iPod extends the service and support coverage for the iPod, its included accessories, and iTunes software to two years from the original purchase date of the iPod. The AppleCare Protection Plan for iPod must be purchased while the iPod is covered under Apple's Limited Warranty for iPod.

4. How much will my in-warranty service cost?
Warranty service for eligible repairs is available at no charge for twelve months from the date of original retail purchase (date of purchase).

After you return the iPod that needs service, Apple will examine the iPod to confirm that the failure is covered by Apple warranty.

5. What type of damages are not covered by my warranty?
Apple's Limited Warranty for iPod excludes coverage for damage resulting from accident, liquid damage, disassembly, unauthorised service and unauthorised modifications. Please review the warranty for further details. When a service is not covered under the warranty, Apple will return your original iPod to you without providing service, and may hold you responsible for shipping costs, plus any applicable sales tax.

An iPod that is ineligible for warranty service may be eligible for Out-of-Warranty (OOW) Service. For example, an iPod that has failed due to damage or liquid damage is ineligible for warranty service but eligible for OOW service. However, certain damage is ineligible for OOW service, including catastrophic damage, such as the device separating into multiple pieces, and inoperability caused by unauthorized modifications. Please see  Apple's Repair Terms And Conditions for further details. 

Note: There are Liquid Contact Indicators in iPod models manufactured after 2006. Please refer to this article to check if the Liquid Contact Indicator on your product has been triggered.

6. My iPod is not eligible for warranty service. What are my service options?
Apple offers two options for iPods that are not eligible for warranty service (see below). You will need to provide credit card details for these services. If you do not have a credit card, please take your iPod to your local Apple Authorised Service Provider, where available.
iPod Out-of-Warranty Battery Replacement Program: If your iPod requires service only because the battery's ability to hold an electrical charge has diminished, you can have the battery replaced for a service fee by using the Online Service Assistant or at your local Apple Authorised Service Provider, where available. Alternatively, you can contact Apple Technical Support.

For more details, please refer to the iPod Out-of-Warranty Battery Replacement Program Frequently Asked Questions.

Out-of-Warranty Service: If your iPod requires service for any other hardware failure that is determined by Apple to be repairable, Apple will service your iPod for the Out-of-Warranty Repair Service fee.

If you want to set up your iPod for the Out-of-warranty service, we recommend that you take your iPod to a local Apple Authorised Service Provider, where available. Alternatively, you can contact Apple Technical Support

Click here for pricing.

If Apple determines that an iPod is not repairable, for example, if it has failed due catastrophic damage or the iPod has been disassembled into multiple pieces, then Out-of-Warranty Service is not available and the iPod will be returned. Please see Apple's Repair Terms And Conditions for further details.

Replacement iPods may be new or refurbished.

7. Does Apple provide a warranty on my replacement iPod?
If Apple provides service under warranty, the terms of the warranty and applicable provisions of law will cover defects in materials and workmanship that arise during the remaining warranty or 90 days after iPod service, whichever provides longer coverage for you. If iPod service is provided outside of warranty, Apple warrants that the replacement iPod will be free from defects in materials and workmanship for 90 days from the replacement ship date.

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ACCESSORIES

1. How can I tell if my iPod accessory is in-warranty?
Your iPod accessory is covered by Apple's Limited Warranty for one year from the date of original purchase. To determine your warranty coverage, enter the serial number of your iPod in the Online Service Assistant section on the Apple Support site. Apple may need to examine your proof of purchase document to verify your iPod's warranty status.

2. One of my iPod accessories isn't working. How can I order a replacement?
Easy! If your iPod accessory is still covered by Apple's Limited Warranty we recommend you use the Online Service Assistant. You may also take your iPod to your local Apple Authorised Service Provider, where available, to make service arrangements. Alternatively, you can contact Apple Technical Support.

3. My iPod accessory is in-warranty. Do I need to provide a credit card number and if yes, why?
If you set up the service via Online Service Assistant or Apple Technical Support, you will need to provide credit card details. Under the terms of Apple’s One Year Limited Warranty Apple may provide service to you by exchanging your defective iPod accessory with a new or refurbished replacement.

If you request warranty service, Apple will provide you with a replacement iPod accessory in advance of receiving your defective part. You will be asked to provide a major credit card for the transaction, and Apple will place a reserve on your credit card to cover the full cost of the replacement accessory. If you do not return the defective accessory so that Apple receives it within 10 days of when we ship the replacement part, or if Apple receives the accessory within 10 days and determines that it is not eligible for warranty service, including accidental damage or misuse, Apple will charge you for the replacement.

4.How long will my iPod accessory service take?
If you choose our Online Service Assistant, or Apple Technical Support, you should receive the replacement accessory within three (3) business days.

5. How do I check the status of my iPod accessory service request?
If you choose our Online Service Assistant, or Apple Technical Support, you can check the status of your iPod service at any time on our easy service status website.

6. My iPod accessory is not eligible for warranty service. What are my service options?
You will need to pay for a replacement accessory. You can use the Online Service Assistant or you may take your iPod to your local Apple Authorised Service Provider, where available, to make service arrangements. Alternatively, you can contact Apple Technical Support.

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