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One of my old ipod 2nd generation shuffle corrupted.  I was be able  to pull the MFG reset software from apple website with detail instructions (5Rs).  Download and install using my old 10.4OS was smooth without problem - although 2nd generation shuffle is no longer supported by Apple.  I am impressed.  Many thanks for take care  of your customer.   Hats Off to the support team (from an engineer ;-)  Thanks again.