tag:blogger.com,1999:blog-13296248.post115921440521778693..comments2024-02-12T00:47:08.699-08:00Comments on David Weiss: Making Good on a MistakeDavid Weisshttp://www.blogger.com/profile/00629153569649264575noreply@blogger.comBlogger14125tag:blogger.com,1999:blog-13296248.post-34493378222908015532008-01-21T13:51:00.000-08:002008-01-21T13:51:00.000-08:00Corrupted file purchases have been corrected simpl...Corrupted file purchases have been corrected simply and easily. However, other "risks" of the service have not been manageable... To me the following also equates to poor customer service...<BR/><BR/>I have spent over $2000 in the last two years buying music, movies, TV shows, and audio books from iTunes. In July of last year, my laptop was stolen during a business trip. The day before, I had pruchased over $100 worth of audio books and music to listen to while traveling. No DVD-Rs with me, so I didn't back-up before my laptop was stolen the next day. (Snatch and run in New York City). T<BR/><BR/>here is no way to re-download the purchases. Customer service doesn't care... Then today, I purchased Season 5 of a television series but Season 4 started to download instead. I've already purchased Season 4, but I got billed again for it anyway! I contacted iTunes to "report a problem" and they copped an attitude and offered one video download credit which they made the point of saying they will never offer again. I just wasted $40 and I don't even think it was my fault, or my problem. I think their website had a glitch but I am paying for it, and they have the gall to be rude to me! <BR/><BR/>I don't know how many customers they have that average spending $1000 a year with them, but I can't imagine it is a very high percentage. Yet, for a should be "preferred" customer like myself, they still treat me rudely and "steal" my money for nothing. I have 7% losses over problems that were beyond my control... That is simply too much risk. No more big ticket item purchases on iTunes. I will buy my albums, my movies, my TV seasons at a bricks and mortar store and save the hassle of having to download and then burn back-up discs... Plus, my purchases will no longer risk turning into expensive digital vapor!<BR/><BR/>iTunes has records of everything I have ever purchased. Why can't I get it back when the unthinkable happens the day after I download it, or even a year later for that matter? <BR/><BR/>iTunes knows I haven't downloaded the Season 4 that accidentally got purchased through a website glitch or some kind of unthinkable error on my part... I've already bought it before. I haven't even downloaded it this second time around. But they are still charging me $39.99 while only giving me credit for one $2.99 video? The risk is simply too high. iTunes isn't worth it! <BR/><BR/>regards,<BR/>G. WhittleAnonymousnoreply@blogger.comtag:blogger.com,1999:blog-13296248.post-1161728254516168092006-10-24T15:17:00.000-07:002006-10-24T15:17:00.000-07:00I just wanted to pipe up and say that I used to ma...I just wanted to pipe up and say that I used to manage one of the groups that handled iTunes Music Store issues. Like all CS places, we had different policies and procedures, but Apple does a pretty good job trying to help a customer out with any mistakes or problems they may have. We had a turn around time of 24 hours, and were able to hit it regularly.<BR/><BR/>And yes, if it was signed Kate, then it really was Kate who dealt with your issue!mooPhttps://www.blogger.com/profile/14988564928993980158noreply@blogger.comtag:blogger.com,1999:blog-13296248.post-1159379393315823532006-09-27T10:49:00.000-07:002006-09-27T10:49:00.000-07:00I'm almost a month into a pretty awful customer se...I'm almost a month into a pretty awful customer service problem with the iTunes Store. The fact that there's no phone number one can call to gain support is a pretty serious pain when each email response takes multiple days and it takes multiple emails to get a resolution.Anonymousnoreply@blogger.comtag:blogger.com,1999:blog-13296248.post-1159357624983906112006-09-27T04:47:00.000-07:002006-09-27T04:47:00.000-07:00Done. Kate's email removed. Thanks for the pointer...Done. Kate's email removed. Thanks for the pointer.<BR/><BR/>David WeissDavid Weisshttps://www.blogger.com/profile/00629153569649264575noreply@blogger.comtag:blogger.com,1999:blog-13296248.post-1159335578154784732006-09-26T22:39:00.000-07:002006-09-26T22:39:00.000-07:00psst.. you should take off Kate's email so she doe...psst.. you should take off Kate's email so she doesn't get spammed by some web crawling botAnonymousnoreply@blogger.comtag:blogger.com,1999:blog-13296248.post-1159332266129931652006-09-26T21:44:00.000-07:002006-09-26T21:44:00.000-07:00I've had to deal with the iTunes Music Store suppo...I've had to deal with the iTunes Music Store support folks before and my experience was much like yours. They're friendly, helpful and efficient. Come to think of it, I had a similarly positive encounter with the AppleCare folks too. Apple makes mistakes but they tend to admit it when they do and then they do whatever it takes to make things right. There's a reason Apple users are so loyal.Anonymousnoreply@blogger.comtag:blogger.com,1999:blog-13296248.post-1159306042838189472006-09-26T14:27:00.000-07:002006-09-26T14:27:00.000-07:00Julian,Yes, they gave me $6. The $12.00 I was refe...Julian,<BR/><BR/>Yes, they gave me $6. The $12.00 I was referring to was the amount they charged my credit card incorrectly. My point was that for such a "small" mishap, they sure were going to great lengths to make it right.<BR/><BR/>David WeissDavid Weisshttps://www.blogger.com/profile/00629153569649264575noreply@blogger.comtag:blogger.com,1999:blog-13296248.post-1159304329731595802006-09-26T13:58:00.000-07:002006-09-26T13:58:00.000-07:00That is great customer service.One thing though:Is...That is great customer service.<BR/><BR/>One thing though:<BR/>Isn't 2x3 6, not 12? I don't think they gave you 12 bucks...Anonymousnoreply@blogger.comtag:blogger.com,1999:blog-13296248.post-1159304035932033242006-09-26T13:53:00.000-07:002006-09-26T13:53:00.000-07:00Anonymous, Please reply to my email to get help wi...Anonymous, <BR/><BR/>Please reply to my email to get help with your codes. Be sure the codes we sent you are in your email to support. We can research what exactly happened to the codes and get you on your way faster, if you do.<BR/><BR/>Kate Wormington<BR/>Sr. Manager, Customer Experience<BR/>iTunes StoreAnonymousnoreply@blogger.comtag:blogger.com,1999:blog-13296248.post-1159298236202900042006-09-26T12:17:00.000-07:002006-09-26T12:17:00.000-07:00Sadly this level of support isn't mirrored by .Mac...Sadly this level of support isn't mirrored by .Mac in my experience :-(Anonymousnoreply@blogger.comtag:blogger.com,1999:blog-13296248.post-1159296150157374902006-09-26T11:42:00.000-07:002006-09-26T11:42:00.000-07:00Those codes didn't work!Those codes didn't work!Anonymousnoreply@blogger.comtag:blogger.com,1999:blog-13296248.post-1159294990017370892006-09-26T11:23:00.000-07:002006-09-26T11:23:00.000-07:00My laptop was recently stolen and I hadn't backed ...My laptop was recently stolen and I hadn't backed up all of my iTMS music to an external drive. I contacted Apple about the possibility of re-downloading the music (since it was music that I did "own", afterall). They were very sympathetic and let me download 600 dollars worth of music again without a hitch.Anonymousnoreply@blogger.comtag:blogger.com,1999:blog-13296248.post-1159293750235454482006-09-26T11:02:00.000-07:002006-09-26T11:02:00.000-07:00I got the same e-mail (also from "Kate", interesti...I got the same e-mail (also from "Kate", interestingly enough), although I only bought two videos, so I got two free ones, not three.<BR/><BR/>I've had a couple of other mixups with the iTMS, but I've never had to complain -- in fact, I usually don't even realize it's happened until I get an e-mail returning my money and offering a few free downloads.Anonymousnoreply@blogger.comtag:blogger.com,1999:blog-13296248.post-1159219625902886202006-09-25T14:27:00.000-07:002006-09-25T14:27:00.000-07:00I received one of these mails about a year ago. Th...I received one of these mails about a year ago. They double-charged me for some songs I purchased. They also gave me a 5 song bonus ...<BR/>But the difference was: my mail was anonymous and it actually came from do_not_reply@apple.com ....<BR/>But that was a year ago, nice they changed that ...Anonymousnoreply@blogger.com