The future certainly sounds brighter.

"My 15-year-old daughter purchased an iPod nano music player at the Future Shop store in Ancaster on June 9, 2007," Emie Sobolweski informed us. "It cost $214.99 and I thought I would cover her by purchasing the extended three-year warranty for an additional $69.99.

"So, when the top of the iPod started bubbling up a year later, we felt quite confident Future Shop would fix it. But the (customer service representative in the Ancaster store) told us that the iPod had scratches on it, so it was a physical problem and we would have to pay $40 to have it sent to their repair area. They also stated that the warranty would not be honoured.

"Although I was angry over the extra charge, I agreed. Within two weeks, we received a message on our answering machine quoting a repair price of $185, so I called back and left a message asking that the iPod be returned to us."

When the family returned to pick up the iPod, however, the damaged top was completely missing.

The Sobolweskis were told the store would waive the $40 diagnostic charge. A week later, the family was told Future Shop could not find the top and, since they lost it, would provide a $50 credit toward another purchase.

"I refused," Emie told Action Line. "Without the top, the iPod is inoperable."

Despite her protests, Sobolweski said a senior manager at the store "told me that there was nothing more he could do for me."

And in a July 8 reply to Sobolweski, a Future Shop customer care representative indicated the firm considered the matter resolved.

"The store has waived the diagnostic fee and offered $50 as compensation. They are not able to cover the cost of the repair, as it was physically damaged. For this reason, we will not be escalating the complaint further from our office."

Action Line, however, called Best Buy Canada's British Columbia head office and left a message for corporate communications director Shafiq Jamal.

The Best Buy Co. Ltd. of Richfield, Minn., purchased the Burnaby-based Future Shop retail chain in 2001.

We received a prompt response from Margaret Johnstone, a customer support consultant for Best Buy.

"I spoke with the general manager regarding Ms. Sobolweski's concerns," Johnstone said. "He has indicated that he will exchange the iPod. I will connect with Ms. Sobolweski to provide her with details so she may exchange the unit."

On July 13, Sobolweski confirmed that her daughter had obtained a replacement for her iPod.

Now that sounded sweeter.

If you have a consumer problem, call 905-526-4665 or e-mail amacrury@thespec.com. Not all calls and letters can be answered.