Internal speaker/headphone problems (like oh so many others)

I bought my husband his iPod mid-September. About two days ago, he realized that the sound coming through the headphones was distorted. When he went to let me listen, i realized that the sound was coming from the internal speaker. I called the highly unhelpful Apple Care people who apparently only know English as a second language, and the problem was definitely not resolved. It's highly aggravating and we are wondering why it's deciding to do this.

First, run through the Apple troubleshooting steps:
http://www.apple.com/support/ipod/five_rs/nano5gen/
Next, make sure you are fully inserting the headset. If it is not inserted all the way, the unit will not know to turn off the external speaker and will keep playing through it.
My understanding is that the Apple support folks for North America are in Texas. (http://www.capmac.org/phpbb2/viewtopic.php?t=4343&sid=872b69e96a45c613f11b20da43 d0c24e)
i

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