Matthew Peterson's iPod Nano Web Site

Shortly after the iPod nano debuted in Sept. 2005, purchasers discovered the screen covering material was very easily scratched during use, or even broke under "ordinary" use conditions. One purchaser, Matthew Peterson, posted a Web page on .Mac making the point that it was a materials-related problem, and that Apple should replace or repair all those iPod nanos that are defective.

The Web page documents his opinion, and tracks his contact with Apple's PR department and a visit to an Apple store. Here's the portion about his store experience:

VISIT AN APPLE STORE (Sunday 9/25/05)

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Well I had gotten a few emails from people saying that the Nano's in their local Apple store were severely scratched. I couldn't believe that Apple would have scratched models on display. I have never seen a scratched iBook or PowerBook, so I decided to investigate for myself. I visited the Apple Store nearest me located at the Somerset Collection in Troy, Michigan (2800 West Big Beaver Road, Suite N-112, Troy MI.  48084 http://www.apple.com/somerset). When I walked in, the Nano's were located directly to my right, where 2 iBooks and a few printers used to be on display. I had the pleasure of speaking with Employee, an Apple Store employee who was working the Nano table. There were several Nano's on display. The one nearest me was a white model that looked like someone had taken a steel wool pad to the screen. You could barely see the LCD underneath through all of the scratches. When Employee was finished speaking to a customer I started asking her questions. It went a little something like this:

Matt: This iPod looks really scratched. How did this happen?

Employee: Well we have had thousands of people handling them.

Matt: This happened from people just touching it? They weren't rubbing them on something or putting it in their pocket? Is it really this easy to scratch?

Employee: Yes it can scratch easily but I don't think that really matters.

Matt: Well most people buy an iPod for the look. You don't think they are concerned with an iPod that scratches this easily?

Employee: No, I mean I have an iPod for the music not how it looks, but if someone is concerned about scratching we do sell cases for them.

Matt: I have seen some sites on the internet where people complain of scratching and cracked LCD screens. Has your store had any returns for this problem?

Employee: No it is still a new product. I don't think we have had any returns yet.

Matt: So you sell a product that scratches easily, so that you can sell a case. That is a pretty good marketing strategy

Employee: Well, that's how they get you.

Matt: Interesting. May I have your card?

Employee: Sure

Matt: By the way, I run a website that is collecting information from Nano owners about all of the problems they are having. I am going to post the information you have given to me on my website. I really hope you don't lose your job. Have a good day.

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By the way Employee had a full sized iPod attached to her belt. The table cleared up quite a bit after I mentioned that I had a website collecting complaints. Apple really seems to be putting their best foot forward with this product.

9/27/05 Ok I am getting a lot of negative feedback about the above story “I Visit an Apple Store.” Basically everyone is accusing me of being mean. I’m leaving the story and I have good reasons. For starters, when we go to purchase a product we ask questions (unfortunately for me, I bought the Nano 5 minutes after it arrived in the store so I didn’t even see it). I would have asked the same questions had I not owned a Nano. Now consider what she told me, she basically said yeah we (Apple) are screwing you (the consumer). Is this someone you really want putting Apple’s product on the table for the public? If I hated Apple as much as people claim I do I would have taken this story a lot further. I think people are putting a lot of tone into text. You aren’t hearing me say it, you are hearing your own mind say it. Seriously I hope Steve didn’t call her store this morning to personally fire her. That would be sad, but let’s be honest she shouldn’t be telling customers that yeah we get you.

About 4 hours after I posted this page, Apple’s Senior Vice President of Worldwide Product Marketing Phil Schiller said there are two issues: broken screens and complaints of scratched screen surfaces. He said the former is, "a real but minor issue involving a vendor quality problem," and that it affects fewer than 1/10th of 1% of the production run. He said those with broken screens should call AppleCare to arrange for a replacement.

As for scratched screens, Schiller said the case is the same material used in the latest full-sized iPods, and that Apple has received "very few" customer complaints about the issue. “If customers are concerned about scratching we suggest they use one of the many iPod nano cases to protect their iPod.”