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Can't check for purchases

9303 Views 42 Replies Latest reply: Oct 14, 2009 5:26 PM by Mr. Collinsworth RSS
  • Fred Moore Calculating status...
    Currently Being Moderated
    Sep 13, 2007 7:12 PM (in response to William Beem)
    Yeah the locked thread seems representative of the level of customer service Apple has exhibited throughout this entire ordeal.
    Windows XP Pro
  • americanpegasus Calculating status...
    Currently Being Moderated
    Sep 13, 2007 7:19 PM (in response to Fred Moore)
    _Support Engineer 1_: "The problem is not fixed. The customers are getting angry. What should we do?"

    _Senior Support Engineer_: "Your new, aren't you? Simply lock the discussion thread where people are complaining about this. That's the first step, so you can minimize damage by isolating customers so they can't organize against you. Then you send in a rep to say that the issue has been fixed, even if we are still working on it. That further isolates the customer and makes him think he's doing something wrong."

    _Support Engineer 1_: "Wow.... I have so much to learn from you."

    _Senior Suppor Engineer_: "Yes. Yes you do."
    HP Pavilion, Windows XP
  • trav12jo Calculating status...
    Currently Being Moderated
    Sep 13, 2007 7:31 PM (in response to Mr. Collinsworth)
    Yeah, mine is still down too. The exact same message as before. I called up ipod support and requested a supervisor. He (Paul) created a case and escalated it to their engineering group. He had another one of these on Tuesday. Maybe if everyone calls the ipod support number 1-800-APL-CARE (1-800-275-2273) and complains something will get done.
    Compaq, Windows XP Pro
  • darkowl Level 1 Level 1 (0 points)
    Currently Being Moderated
    Sep 13, 2007 8:11 PM (in response to Fred Moore)
    Still unable to check here too. iTMS Australia.

    You know, it'd be great if they locked the thread and said it was fixed and it actually was fixed, but it isn't.

    Sigh. You know, I could have driven to a bricks and mortar store many, many times between when I purchased my 'poisoned' album and now. iTMS is about convenience, but four days and counting is anything but convenient. It's a real shame.
  • jgrant07 Calculating status...
    Currently Being Moderated
    Sep 13, 2007 8:37 PM (in response to trav12jo)
    Mine mysteriously began working tonight about an hour ago...all 60 songs came right through. Would have been nice for Apple to at least acknowledge the fact that they were having problems with the store instead of sending us all the SAME emails stating that our internet connection was to blame.


    Or they should just give us all some free store credit...
  • americanpegasus Level 1 Level 1 (0 points)
    Currently Being Moderated
    Sep 13, 2007 8:46 PM (in response to Mr. Collinsworth)
    Well apparently a Manager of iTunes has been contacting customer's to collect relevant data about this problem because he's personally looking into it.

    There seems to be a genuine interest in solving this now.

    Great. I absolutely don't mind giving people time to solve a problem. I only mind beating my head against a wall trying to be heard in the first place.
    HP Pavilion, Windows XP
  • The Dog Guy Calculating status...
    Currently Being Moderated
    Sep 13, 2007 9:02 PM (in response to Mr. Collinsworth)
    I just conducted a mission involving an email out to all the BigWigs at Apple about this whole ordeal. I don't know Steve's secret email address though. I wonder.....
    iMac Intel, Mac OS X (10.4.10)
  • Eric Barbosa Level 1 Level 1 (85 points)
    Currently Being Moderated
    Sep 14, 2007 6:37 AM (in response to Sandy W)
    I have been having this problem for a couple days, emailing apple back and forth and last night it finally worked. Don't know what they did, but they sent this final email:

    Dear Customer,

    Thank you for your patience as we've investigated this issue. I sincerely apologize for the inconvenience that this has caused, as I know you've been waiting to download your purchase. I'm happy to report that this issue has been resolved, and you should be able to resume the download as normal at this time.

    ....

    For those of you who are having problem my best advice is to keep on contacting Apple through email, and if you haven't started emailing them about this issue, go to http://www.apple.com/support/itunes/store/download/
    MBP 17" 2.33GHz 2GB, iMac Core Duo 17" 1.83GHz 1GB, Mac OS X (10.4.10), iPhone 8GB, iPods: classic 80GB, nano 3G 8GB, shuffle 2G
  • William Beem Level 1 Level 1 (20 points)
    Currently Being Moderated
    Sep 14, 2007 6:42 AM (in response to Eric Barbosa)
    Yes, I just got that e-mail this morning. I also managed to download this morning. Of course, I downloaded albums that I had already downloaded previously, and only ONE of the TWO new albums that I purchased. I'm still out the cost of one album...and I have three duplicate albums to go delete now.
    iMac 24", MacBook Pro 15", iPhone, iPod, Nano, and iTunes still won't download!, Mac OS X (10.4.10)
  • jgrant07 Level 1 Level 1 (0 points)
    Currently Being Moderated
    Sep 15, 2007 9:56 AM (in response to The Dog Guy)
    It's worth mentioning, after mine came back up and running again, I asked if I could have some free store credits because of the outage.

    A quick email to support and low and behold they just gave me 5 free songs.

    Worth asking to see what they will do
  • William Beem Level 1 Level 1 (20 points)
    Currently Being Moderated
    Sep 15, 2007 10:11 AM (in response to jgrant07)
    I did receive 5 store credits without asking. While I appreciate that offer, what I really want is the music I've already paid for to just start downloading.

    It should go without saying that I'm not buying another thing from the iTunes store until Apple delivers the stuff I've already bought.
    iMac 24", MacBook Pro 15", iPhone, iPod, Nano, and iTunes still won't download!, Mac OS X (10.4.10)
  • RossoA Calculating status...
    Currently Being Moderated
    Sep 30, 2007 6:27 AM (in response to rlu929s)
    sjobs@apple.com will probably get his assistant.

    I'm bored of this problem - It's being going nearly a month for me and it's annoying as ****.
    iMac 2.24GHz/Macbook Black 2GHz, Mac OS X (10.4.10), iPod 4G U2 20GB/iPod 5G 30GB/[iPhone Space!]
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