iTunes Customer Support

Are rubbish.

I bought a series pass a few weeks ago and downloaded the first episode with no problem. Since then two more have become available, but no notification email and nothing on "Check for available downloads".

I've waged a minor war for over a week with CS, nothing but anodyne reassurances that "It is being looked in to, thank you for your patience, have a nice day" .

So last night I got fed up and they got my "fix it or else" email... this morning I got the email informing me that the outstanding episodes were available for download, and it worked

Now I know how to deal with them

By making empty threats? Do you really have any alternative to itunes on the mac?

In reply to a post by 12eason:

By making empty threats? Do you really have any alternative to itunes on the mac?

As usual, you miss the point- who said anything about alternatives to iTunes?

The threats weren't empty- they'd entered into a contract with me and were failing to comply with their own terms and conditions.

Better than some of the other marketplaces. They have a 7 day refund policy, it's something like 24 hours for Google.

You were going to sue them then?

There's plenty of alternative mp3 players.

With iOS5 you'll be able to avoid using it as you won't need it to activate the phone or update the OS code.

In reply to a post by gilesjuk:

They have a 7 day refund policy, it's something like 24 hours for Google.

It's 14 days for a series pass... which I'd bought 18 days ago

Otherwise I'd simply have taken that route.

In reply to a post by 12eason:

You were going to sue them then?

As the matter has been resolved to my satisfaction, my possible future courses of action are

a) irrelevant and

b) none of your business.

I don't understand. You've posted about it in detail on a public forum and now it's none of our business?

In reply to a post by 12eason:

I don't understand. You've posted about it in detail on a public forum and now it's none of our business?

Your comprehension skills are not my problem, nor have I given any significant amount of detail.

Hmm. On the couple of occasions I've had to deal with them they have been outstanding (and surprisingly generous).

He was posting a helpful hint at dealing with a problem.

Apple's customer support is generally very good, so much so that people try it on and expect to get the problem resolved when it is their own fault. Example being iPhone owners in the US have expected a free replacement when they've dropped their phone or washed it in the washing machine.

In reply to a post by ian_c:

Hmm. On the couple of occasions I've had to deal with them they have been outstanding (and surprisingly generous).

I'm glad to hear it, maybe I got a trainee on his first day or something. And there were one or two other aspects of the exchange which I didn't mention in the OP.

I always start politely on these sort of matters, but over a week to sort out a simple advance order hiccup... not good enough.

Edited by billford (Thu 07-Jul-11 12:13:11)

In reply to a post by gilesjuk:

Apple's customer support is generally very good

I know it's a fine distinction, but I'm not talking about Apple, I'm talking about iTunes.

I've only dealt with Apple support twice and I'd agree- very helpful, no complaints at all. That's why I was so disappointed with the response from iTunes.

In reply to a post by ian_c:

(and surprisingly generous).

Well, to be fair, they've apologised handsomely and put a credit on my account for three music videos.

So all I have to do now is find three music videos that I like, I've never bothered with them before

In reply to a post by billford:

In reply to a post by gilesjuk:

Apple's customer support is generally very good

I know it's a fine distinction, but I'm not talking about Apple, I'm talking about iTunes.

I've only dealt with Apple support twice and I'd agree- very helpful, no complaints at all. That's why I was so disappointed with the response from iTunes.

iTunes is apple.... and I've recently used iTunes support as a gift card I bought a friend wouldn't activate; it took a few days but they got it working. Very polite too. I think they were in the US which explained the random delays responding to email.

Incredibly good - they replaced my Daughter's iPhone 4 free of charge after she dropped it and cracked the screen.

Sometimes the content providers foul up and it can take several weeks to get fixed. I've had a few issues over the years but iTunes Support have always responded the best they can - and with refunds plus extra credit usually.

In reply to a post by bosie:

Sometimes the content providers foul up and it can take several weeks to get fixed.

The content was there, and I could have bought it as usual. But when I "checked for available downloads" on the series pass... zilch

In reply to a post by 12eason:

I don't understand. You've posted about it in detail on a public forum and now it's none of our business?

Probably an Old chap which is a little senile considering he blabbered on for another page. No wonder support had trouble helping him.

Your ban expired a while ago, you can post on your usual username now.

No idea what you are talking about. I do not have an account here. Poor delusional chap.

You have a PM.

I repeat I do not have an account here.

In which case you are impersonating another user... which is not allowed.

In reply to a post by billford:

In which case you are impersonating another user... which is not allowed.

Who would that be?

Nice work banning the IP, best ban that and this ones entire range. I'll use one with another gateway entirely also if you wish LOL. Go ahead wipe out a huge chuck of the userbase from posting at all, I couldn�t care less.

Randomly blocking people from posting as they agree with another user?

Maybe you should take a break. The mental stress is obviously getting to you.

Is everyone now who posts anonymously a troll and this imaginary other person?

The senile thing was a joke, now im worried it may be real. Poor old chap.

In reply to a post by billford:

Your ban expired a while ago, you can post on your usual username now.