[Macworld]

Post your comments for Apple resolving iTunes Plus upgrade issues here

[jmincey]

This is very nicely done indeed. I only wish this were my experience when I have downloaded defective music files from the iTunes Store and subsequently reported it to Apple only to have no acknowledgement or action taken.
To accept a "return" of defective merchandise and issue a refund as a result, (or to replace the defective item), has long been standard practice in the retail industry. Why should it be any different in ONLINE retail?
At present, if I redownload a song from iTunes to the same computer from which I had made the original purchase of the song, Apple charges me again even though I'm only getting a fresh COPY of the file (in the hope that the defect would be corrected).
This has been the behavior even before the iTunes Plus service went into effect.
Of course, this would be less of an issue if only Apple gave customers the option of previewing an entire song before committing to pay for it and download it. In that event, I would have been able to hear the defect in advance.
Apple really needs to improve in this regard and to provide customers with a more intuitive channel through which to report DEFECTS and to get a resolution (either through a refund or a replacement).
As it is now, I have paid double (and sometimes triple) for repeated downloads of defective music files -- and have still heard not a peep from Apple.
So, Chris, I'm happy to hear Apple is dealing with this current matter head-on and in a way that will resolve the problem for customers. I hope it's a sign of improved policies in this regard.
Jeff Mincey

[Chris Breen]

I have to say that I've never been disappointed by iTunes customer service. For example, I purchased a Patty Griffin album that was encoded so it was too quiet. I didn't realize it (and didn't report it) yet a few days after downloading it I received a message from the iTunes Support team telling me about the issue, providing me with a link to the newly encoded version of the album, and giving me a credit for 10 tracks. Where I've had issues with media not being delivered, I report it and they deliver in a prompt and courteous way.

So, at least in my experience, I'm not looking for improved customer service. What they've delivered so far has been excellent.

[davidwb]

I've had three issues with iTunes purchases. I was always contacted within a day or two after my initial email (two problems occurred on the weekend) with an apology and either a promise to deal with it immediately or after more information was collected. One of the problems occurred in the first weeks of the store's opening and involved a CD download that didn't give me the entire CD. This issue took 2 weeks to resolve because no policy existed - or so I was told. In the end I not only got all the songs on the CD but I also received 10 free downloads.

[kirkmc]

I have to agree with Chris. A few times, I've had problems with iTunes albums: bad encoding, or once a classical album that didn't play gapless for some reason. Every time, I got polite e-mails - not all form e-mails, in fact - and the problems were resolved quickly. Once there was a more complex issue, that took a few exchanges, and it was resolved as quickly as possible to my total satisfaction.

[Jon Seff]

On the other end of the spectrum, I purchased a Frank Black album that had a bad track (it just cuts off with 26 seconds of black space after). I e-mailed and was told to download it again in a few days, and the track was still messed up. This was back in 6/07. But since I've already reported it as a problem, I can't do so again.

[jmincey]

Well, if these anecdotes are any indication, I'm glad to hear my experience is the aberration. When I've reported problems to iTunes, I've been cordial and diplomatic. (No comments!) :)
And for some reason I never hear anything back. I wonder what's up with that.
Jeff Mincey

[W_Loring]

I reported a similar problem with some of my upgrades yesterday. I was using 1-click, not the shopping cart. In less than 12 hours, I received a friendly email reply telling me that I was being refunded the entire purchase price of the two upgraded albums. No song credits, but I did upgrade two full albums for free at this point.
I can't complain.

[GregoriusM]

My experience with an iTunes problem of caused by ME resulted in very courteous response from Apple, and was worked out within two emails, and each time I was given detailed instructions on how to do what I needed to do. The first couple of paragraphs of each email were completely done by the Apple service person, and not a form letter. She had her name there, and I dealt with the same person each time.
And after I reported it resolved, I got another letter thanking me, and again, not just a form letter.
I'm a happy camper with iTunes support from Apple.

[Felix001]

Jeff Mincey's experience is very atypical. I've contacted Apple a few times for iTunes-related music issues (song skipping, etc.) and in every case received a reply within one business day. Apple customer service always resolved things to my satisfaction and typically gave me a "freebie" to boot for reporting it.
I'm thinking Apple just has Jeff's number...he typically has an opposing viewpoint on everything. Why treat someone well who's always posting critical commentary?

[derkathon]

Chris Breen said:

I have to say that I've never been disappointed by iTunes customer service. For example, I purchased a Patty Griffin album that was encoded so it was too quiet. I didn't realize it (and didn't report it) yet a few days after downloading it I received a message from the iTunes Support team telling me about the issue, providing me with a link to the newly encoded version of the album, and giving me a credit for 10 tracks. Where I've had issues with media not being delivered, I report it and they deliver in a prompt and courteous way.

So, at least in my experience, I'm not looking for improved customer service. What they've delivered so far has been excellent.

But I have to ask, is your iTunes store ID chrisb@macworld.com? :)

[skellener]

I have songs I wanted to upgrade to iTunes Plus, that are available right now on iTunes Plus, yet when I try to purchase the upgrade,I get nothing. Same thing happens with a music video I purchased. It is currently available as iTunes Plus yet I can't buy the upgrade.
I reported this to Apple. I got no answer. So far I am very happy I never bought in to iTunes big time when it had DRM. I knew this would be a cluster .

[JeffIsHereToo]

Jeff Mincey! A name I know well! Leave it to you to have issues! You always seem to find something to complain about!

You should not have tried to re-download the songs again but reported it:

http://www.apple.com...store/download/

I don't believe you reported the issue thorough the problem reporter or you would have had an answer, that's the stated policy for better or worse. They don't ignore people that file a problem report. If you're the same as you always were I suspect you just mailed gawd knows who and didn't follow the correct procedure.

BTW: I bought a entire album by mistake. One "Report A Problem" and less then 24hrs and I was credited. Never had an issue with any tracks or in this instance any issue with customer service.

[Chris Breen]

derkathon said:

But I have to ask, is your iTunes store ID chrisb@macworld.com? :)

Ah, to have that kind of influence. ;) But no, it's not. It's the rare person at Apple who knows my name and the even more rare individual in iTunes support. To them, I'm just another shmoe. I think the comments in this thread support the idea that everyone except Jeff receives fairly solid support.