Cannot update pre-installed iLife suite from App Store.

This just keeps getting better. Apple Care told me I had to use itunes support. I got the first email from itunes support and it is identical to the one I got from mac app store support a week ago. Basicly saying are you sure you used that account. Yes I am sure. This is not a good experiance.

To those that have gotten some resolution what support links are you taking that get you to the right people?

I have initially called Apple Care, went through couple steps with rep, then he navigated me to itunes support link and asked to submit case online to them. Which I did, then just emailing between itunes rep and me.

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On the other hand, I wasn't aware that something like Apple Customer Relations even exist.... I would use it for sure if I knew.

I'm pretty sure I went there:

http://www.apple.com/support/itunes/contact.html?form=download&topic=Downloading %20iTunes%20Store%20Purchases&subtopic=Download%20errors

After a week going from mac app store support to genius bar to Apple Care and back to app store support my problem has been solved.

I was given redemption codes for iMovie, iPhoto and GarageBand.

Once a 'senior advisor in the iTunes Store' got involved my problem was solved quickly.

This was a very bad support experiance for me. Shame on Apple for how this was handled.

This solution from another thread fixed the update problem for me!

https://discussions.apple.com/thread/3205881?answerId=15893851022#15893851022

worked for me too!

So your solution is that you bought the app that you are supposed to be getting for free as part of your purchase of a new Mac computer?

From another thread, this has solved the situation for a number of other folks;

Fix Step by Step

1. Click  > System Preferences

2. Click "User & Groups"

3. Click on Your account and look for "Apple ID" under Full name

4. Click "Set..." and sign in your account apple id

5. Click  > App Store..

6. Click "Sign in" under Quick Link tap (right side)

7. Click "Update" tap on top

8. Click update your app

No, 'my solution' was to follow the instructions I directed people to in my comment, which you then copied and pasted in your next comment. Doesn't hurt to repeat useful information, so thanks for that.

Yep, this fixed the problem for me - can't believe it was so simple as my Apple ID not having been registered to the machine properly.

Also glad I never bothered trying phone support!

Cheers

Well when I followed your link it went directly to a comment where the guy said that he bought iPhoto to solve the problem.

You only have to click on the link to see where it takes you.

I can see that your post was cleverer than mine though - by repeating the information and not attributing it to where it was found (as I had), it stops the annoying person who generated the advice from receiving the credit. You are the expert with 12810 points and I have none ;-)

I went through that step with agent, but that didn't do the trick for me......

Got the same problem with a Macbook Air 13 inch bought last week. I contacted support 2 times and both times was directed to senior advisors. It took 5 days for iTunes support to respond to the email I was asked to send email to. Several days of communication and attempts later they finally gave me 3 redemption codes. That was 8 days after I first contacted Apple. Since somebody posted a solution I tried it first, a few times actually, but it did not work for me. I ended up using the redemption codes, updates downloaded and they are showing up under the purchase tab as purchased. I am still concerned about this issue though. When I went to the Genius bar last week the technician could not even reinstall Lion from an external drive after 2 attempts. He told me that the problem was a file on the computer and that I should return it. They would not exchange it at the Apple store since I bought it from an Authorized dealer. That chain (Futureshop, owned by Best Buy here in Canada) is out of stock since almost day one they received them, hence the reason why I continued to find a solution. I think I will try to do a fresh install of Lion to see if there is any issue. If there is one I think it is better to return the MBA and wait until they have new ones in stock, otherwise I will keep it. Not sure what will happen with iLife, not even sure if I can backup the apps, or just reinstall them using the App store since they are considered purchased now.

Any thought about what is the best way to reinstall Lion (HD recovery mode or internet one in order to get maybe a non "corrupted" version of Lion)?

ps: I have not been very impressed by Apple's responsiveness or willingness to really help, I had to push to get a solution and felt like both senior advisors dropped the ball, just like the Genius bar technician. Finally, Apple stores had/have in stock for Macbook Airs and they refused to replace a defective Apple product (as told by the Apple technician) because bought at another (authorized) store. Not a good experience.