How should I ask for a replacement/refund from Apple? Kindly or rudely? My family has spent well over $10,000 +plus, directly from the Apple Store in the past 2 years. The nano was our 5th iPod, and the scratches and blemishes are worse than our 2001 1st G 5GB iPod. How can that be, since it has never left our house? The nano was more scratched in 3 days than a 1st G iPod in 3 years and 10 months? I want a replacement or a refund. Apple can refurb my scratched nano and still sell it again for 90% of what i paid. How do I approach this situation with Apple? First talk to the manager, then what?