Season Pass for The Walking Dead

Question

Season Pass for The Walking Dead

I bought a Season Pass for the first season of The Walking Dead. Episode 103 "Tell it to the Frogs" (the third episode) aired on Sunday, November 14, 2010 at 9:00pm Central Time. It became available on iTunes at 2:01 am on the same day. I still haven't received my e-mail telling me that the new content is available.

I was concerned and I emailed support. This is the answer I received:

"Dear Steven,
Thank you for pre-ordering The Walking Dead. I know that you're anxious to receive this item. Customer interest in this item far outwieghed Apple's projections.'

Steven, the episode 103 is not under season pass. You have to purchase the item individually.

Thank you for your understanding and being iTuens customer. Apple would like to continue business with you. Have a great day!

Sincerely,

Subham
iTunes Store Customer Support."

Now, when I bought the season pass I knew it was only for 6 episode, because I knew that is all that AMC ordered for the first season. I also read in the Season Pass that it was for "all episodes of Season 1 "The Walking Dead" and I enjoy the Inside The Walking Dead extras that have been coming with it.

As a long-time Apple customer, I would like to show you, Apple, how I translate this e-mail:

'Thank you for pre-ordering The Walking Dead. I know that you're anxious to receive this item. Customer interest in this item far outwieghed Apple's projections.'

“We’ve realized we probable missed out on a lot of money.”

‘Steven, the episode 103 is not under season pass. You have to purchase the item individually.’

“We’re pretending it is not actually episode 3 of season one so we can recover some of that money we missed out on.”

The thing that drives me insane about this is that the Inside The Walking Dead: “Tell it to the Frogs” content is also available and says very clearly beside it in the store “Season Only” and I haven’t received that content either.

What gives Apple? They’ve already renewed it for a second season. Yes offering season one for $15.99, you probably missed out on some cash. Take your hits, and charge us $25.99 for season two. Don’t yank content we’ve already paid for from us and claim “it doesn’t count.”

Why can't the people who have purchased the season pass have their content?

Message was edited by: StevenHaynes1981

Various, Windows 7

Posted on Nov 16, 2010 9:59 AM

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Answer 1

varjak paw

Level 10

170,200 points

Nov 16, 2010 10:14 AM in response to StevenHaynes1981

I would write the iTunes Store back and quote the following text from the Walking Dead season page:

"This Season Pass includes all current and future episodes of The Walking Dead, Season One"

Point out that this text is verbatim from the iTunes Store, that nowhere on that page does is say the episode 103 is excluded, and that you therefore want Episode 103 and all other episodes at no extra charge as promised. Insist on a response from an iTunes Store manager if the functionaries keep repeating the same "not under season pass" excuse.

I would also take a screen shot of that page right now in case Apple rewords the text. That way you have proof of the text as currently written.

Good luck.

P.S. We're all just your fellow users here. You will not get an official reply from any Apple employee, particularly anyone from the iTunes Store, in these forums.

Message was edited by: Dave Sawyer

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Answer 2

Nov 16, 2010 10:23 AM in response to varjak paw

I know it's just other users here. I've just seen similar issues elsewhere on other websites and wanted to bring it home to Apple users on apple.com. 🙂

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Answer 3

Nov 16, 2010 11:06 AM in response to StevenHaynes1981

My Walking Dead Season pass isn't downloading either, and it's obvious that 103 is part of Season One. I'll try contacting customer as well for an answer, but I'll make sure I start with leading questions like "I have not yet received Episode One, which is clearly part of Season One. If it is not part of Season One, which season is it part of?"....Hopefully, we just didn't get ripped off...I have too many Apple products to get ripped off for a $15.00 season pass...

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Answer 4

D_Ridge

Level 1

0 points

Nov 16, 2010 11:19 AM in response to StevenHaynes1981

I'm having the same problem. I'll be really ****** off if what they told you is true.
---------------------------------------
I emailed them and got this response.

Dear Matt,

Thank you for contacting iTunes Store Support. My name is Shekar and I am glad to assist you today.

I understand that the episode 103 is not showing up in your available download.

Please be assured, I will do my best to resolve this issue.

Matt, please wait for 48 hours and you will find them on your available downloads.

Thank you for being a loyal iTunes Customer. Apple appreciates your business.

Have a great day!

Sincerely,

Shekar
iTunes Store Customer Support
-------------------------------------
this was about 24 hours ago

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Answer 5

Nov 16, 2010 11:55 AM in response to StevenHaynes1981

Here is the response I received yesterday...still no resolution or further contact:

Dear Will,

My name is Caileigh and I will be assisting you with your request. I understand that you did not receive the "Tell it to the Frogs" episode of Season 1 of "Walking Dead," and I'm sorry for the inconvenience.

Please be assured that the iTunes Store is currently working toward a resolution of the issue and hopes to have it resolved shortly. I will contact you again when the matter has been investigated and more information is available.

Thank you for your patience. We want your iTunes experience to be as enjoyable as possible.

Sincerely,

Caileigh
iTunes Store Customer Support
http://www.apple.com/support/itunes/ww/

Please Note: I work Monday-Friday 8:00-5:00 CST.

Thank you for allowing me the opportunity to assist you. You may receive an AppleCare survey email; any feedback you provide would be greatly appreciated.

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Answer 6

Nov 16, 2010 12:22 PM in response to Will Woods

Just checked my iTunes account and looks like Episode 103 is downloading! I recently sent a message to iTunes support. Not sure if that helped or not? If you haven't received your episode, I'd send in a message. Maybe there's a glitch and they have to do it manually. Happens a lot to me when I get PPV fights, etc. Good luck!

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Answer 7

D_Ridge

Level 1

0 points

Nov 16, 2010 12:33 PM in response to oramirez10

AHHHHHHHH!!!! Finally!!!

it worked for me too if you couldn't tell

I'm especially exicted because i havent watched episode 3 yet because the HD quality on my computer looks much better than watching it on TV... and without the commericials.

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Answer 8

Nov 16, 2010 12:56 PM in response to D_Ridge

I got my e-mail saying 103 is available! So hopefully it will all work out when I get home 🙂

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Answer 9

Nov 29, 2010 8:35 PM in response to StevenHaynes1981

FOR ANYONE WITH A SIMILAR PROBLEM -

I had the same thing happening for todays episode for 105... I just figured to hit buy it and see if I could get the 2.99 back later...
When I clicked buy, I wasn't charged it started downloading acknowledging that I already had a season pass. So, I'd recommend just trying hitting "buy" and my guess is you probably won't be charged, just a little glitch in the iTunes matrix.

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Answer 10

D_Ridge

Level 1

0 points

Dec 3, 2010 10:47 AM in response to Bostontranslation

Thats strange cause i didnt have any problem with 105. 103 is the only one have had a problem with. i was able to download 105 @ about 10 am EST that monday.

Message was edited by: D_Ridge

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