Faulty iPod Touch screens blacken Apple’s reputation
Shortly after the new iPod Touches hit the streets complaints about a glitch with the screens began popping up on the Web. Those afflicted with the bad iPod Touches report that they play video very darkly, with black shades so exaggerated they resemble an old film negative.
A post on a Web site called Apple-Touch.com actually included videos comparing a flawed iPod Touch playing the same scene side-by-side with an iPhone, which also sports a 3.5-inch screen. The difference in quality and the issue with dark areas in the iPod Touch’s video is obvious.
Some unhappy customers asserted that the flaw resulted from Apple using a poorer quality LCD screen in the iPod Touch relative to the one used in the iPhone. Some exchanged their bad unit for another bad unit. In forums, some customers countered that their new iPod Touches looked perfectly fine.
With accusations flying in every direction, I decided to stop by the Apple Store in Towson Town Center yesterday to have a look at the iPod Touch for myself. The store had four on display. I looked at some video on each one and could detect no hint of the problems I saw depicted on several Web sites. In fact, I thought the video on the iPod Touch looked pretty darn good.
I then moved over to the iPhone table and repeated the exercise (for the record, I played videos stored on the devices, such as the Ratatouille trailer, not YouTube videos). Frankly I could not discern a quality difference between the iPhone and iPod Touch, although I could not study them side by side since all the devices were tethered to their respective display tables.
One of the store employees said the staff there knew of the problem (although they learned of it by reading about it on the Internet; the Mother Ship hadn’t supplied any info yet) but had not seen any defective units, either in the store or brought in by a customer. In fact, he said they checked their entire iPod Touch inventory just to make sure.
My guess is that a bad batch of early-run iPod Touches slipped past the quality checks into Apple’s retail channels. If Apple was leaning on its suppliers to make deadline for the product launch, it’s not hard to imagine them shortchanging quality assurance procedures to satisfy Apple’s demands. I don’t think the iPod Touch screen is innately inferior to the iPhone’s. It is possible, but until there’s hard proof otherwise I’ll give Apple the benefit of the doubt.
Which brings us to perhaps most critical issue raised by all this: What’s Apple doing about it? Walt Mossberg, in an uncharacteristically muted review of the iPod Touch in yesterday’s Wall Street Journal, indicated that Apple was taking action:
Also, some early iPod Touch units have had defective screens, where images appeared too dark. Apple says this problem affected a small number of units and is being remedied. My two test units displayed beautiful images.
However, there has been no official word from Apple akin to the iPhone price drop apology and subsequent coupon. My hope is that Apple moves sooner rather than later to replace the defective iPod Touches. One of the company’s many strengths is its consistently high level of customer satisfaction. Apple can’t afford to appear callous when serious problems surface in any of its products.
I’m reminded of the problems that plagued the first MacBooks when they debuted last summer, primarily the “mooing” of the cooling fan and a yellowish discoloration on the wrist rest area that appeared within weeks of use. Apple issued a firmware update to fix the mooing and eventually agreed to replace the MacBooks that exhibited the discoloration.
I bought an early MacBook myself and fortunately experienced no problems with it. Perhaps my ears, ruined by years of listening to loud rock music, simply couldn’t detect the mooing. But the lesson here is that most defects reported in Apple products only involve a small number of units, percentage-wise. Unfortunately, many of those who end up with bad units also have their own Web sites. Within a day or so the entire Mac Web is talking about it, tainting the product’s – and Apple’s -- reputation.
Apple needs to act quickly to prevent the iPod Touch from getting stuck with a bum rap that will cut into its sales. Steve Jobs proved he’s capable of a rapid response to a widespread customer meltdown during the iPhone price cut affair. He needs to make a habit of it.
Comments
I recently bought two "week 37" iPod Touches and both exhibit this problem. When I went to the Apple Store where I bought them to get an exchange, I was told by the "genius" (said with sarcasm, since the guy was no more a genius than the guy flipping burgers at McDonalds) that the screen looked fine to him. I was told I could exchange it if I paid the 10% restocking fee. Apple Stores have definitely lost a customer. If Apple doesn't fix this problem, then Apple has lost a customer of their products forever.
Posted by: John Chan | September 21, 2007 4:41 PM
I have an ipod touch with a bad screen, its not as bad as others i've seen but it's noticeable. Still waiting for an official announcement from Apple on what to do if you have a bad unit. If I don't hear anything by Tuesday I'm returning mine for a cash refund.
Posted by: Arto Pena | September 21, 2007 5:02 PM
I too have a week 37 16GB Touch. I called Apple tech support today (9-21-07) and was instruction to return the Touch to Apple for replacement. The lady on the phone told me Apple is aware of the issue and the problem will be remedied ASAP.
Posted by: Mike D | September 21, 2007 8:50 PM
The dude writing this seems to defend Apple down to the last detail... David, did you happen to stumble onto some extra moola from Apple for writing this article?? If not, you'd be foolish not to ask for any. But hey- opinions are opinions, right David?
Posted by: k-da | September 21, 2007 9:10 PM
Mike D: That's good news. I'd prefer a public announcement from Apple, however, so that all those people who don't scour the Web for Apple news will know they are eligible for a replacement. Still, at least they're doing right by the customers who call.
Posted by: Dave Zeiler | September 21, 2007 9:15 PM
I'm 100% sure that all those who are talking about iPod Touch's bad screens are "Liars" and working for zune (crap) makers.
I bought 2 iPod Touches and do NOT see any problem.
Posted by: ABC | September 22, 2007 1:52 AM
The problems with the iPod Touch are something that it seems would come with any new technology.
Here's a humorous video I found about the controversy:
http://www.youtube.com/watch?v=bkP_G8AxtIA
Posted by: Aaron Waltke | September 22, 2007 1:55 AM
I like this think becoz i have it at my home. new generation's new designs....looks cool...
Posted by: Anurag Regmi | September 22, 2007 6:37 AM
I wonder what Apple will offer to those people who had to pay a restocking fee when returning defective ipod touches.
Posted by: JS | September 22, 2007 10:44 AM
Ok lets get real people... 110 Million iPods sold, less then 15 thousand iPod Nano's sold with the defective cover. so far 1 week worth of production units sold of the touch with dark screens.
We rally around one persons perspective or another's and never really look at the big picture.
You buy the touch and it's darker then the display model in the store.. If the "Genius" Cant see it, ask the manager to look.
Every apple store has the "Top" Trailers for the week on all their iPhones, iPod Touches and video/iPod Classics, if you are having the problem download these free bits of content and show them a comparison.
My Apple Store's Genius told me he could replace it, but that I had to wait 3 days for them to get new stock (Oh The Horror) or I could drive across town and replace it at the apple store 20 miles east (the agony) so the persons who are having a Genius say no to them need to learn, the customer does not have to take the first answer only.
Now compare this to to the Dell Laptop batteries (4 million bad out of 10 million sold) AC Adapters (16 million replaced out of 50 million sold) or W2600(a-d) televisions, 75% failure rate after 18 Months of ownership, and still no solid recall or replacement option... and really who's sacking the customer more...
Posted by: Ismael E Gerena | September 22, 2007 8:12 PM
I am not going to get into the melee about pro or con Apple, I just wish to respond to the first poster who compares Apple Genii to "burger flippers." I was one of those McGenii. It is true that Apple customer service in the stores is now very fast-food oriented, and was not always thus. The iPod made it necessary to change things - there are too many people waiting in line for these hard working iPod swappers to really fix anything (such as a computer). And when you hear enough spoiled brats who can actually afford this plastic crap bitch about smudges and scratches - well you no longer really care anyways. I advise all iPod customers to use the phone and not waste your time talking to the so-called Mac Genius, all you are to them is another irritating, whiny iPod customer.
Posted by: Daniel Pinedo | September 23, 2007 4:18 PM
I am 100% sure that ABC is a moron.
Just because you have a non-defective iPod Touch does not mean they do not exist.
Posted by: Simon | September 23, 2007 9:01 PM
Day three on the touch no complaints whatsoever. In fact typed it out on it.
Posted by: David | September 30, 2007 7:47 AM
I had bought a week 37 model and exchanged it for week 38 model after reading online about defective screens. Though I did not see any defect in my week 37 ipod, I took it to the apple store to confirm and showed the website to an apple representative. In response they gladly replaced my ipod though the week 37 ipod had no obvious defects. When comparing the video quality of both the ipods 37 and 38 week they are the same and of excellent quality. So I guess only few "week 37" models may be defective, but not really sure.... but I believe ipod is excellent and great...
Posted by: user | October 4, 2007 3:03 PM
Hi to all!
I want to buy ipod touch, but I'm concerned about screen issues.
When I'm going to buy it, how to check if a given model is defective or not? Is it possible to find out by lookin at the serial number? If yes, then what serial numbers are representing defective units?
thanks in advance,
michael from Poland
Posted by: GoodBoy | November 8, 2007 4:50 AM
ok i am going to buy a itouch and I am conserned with the screen but.. i can return mine anytime incase it goes bad. only reason i am here is because i have the money but i dont no if it is worth it every time i call apple they think of me as a kid(13 years old). I ask them simple questions and there staff cant answer like this. (is it possable to watch vid on another web site besides youtube) and ( with wifi must is still pay like the iphone because my little bro has one( i have sidekick lx) but back to point can u answer those qs and recomend some other items no cash limit
Posted by: sherman | December 19, 2007 3:42 PM
i was so looking forward getting the itouch ... after all I have an iPod and Apple laptop without any problems at all ... the itouch however I got is a lemon ... i can fully charge the battery at night turn it off and have no power left in the morning without a single song being played ... not to mention the constant freezeups ... this all from a product I bought in January 2008!!! Anybody else have this problem with itouch?
Posted by: Chris | February 10, 2008 12:01 AM
Im having a problem getting my Itouch to sync with my computer. My computer aknowldeges new device but it ask for software to install it. What do I need to do.
Posted by: Bobby Lver | February 28, 2008 12:09 AM