Report a problem sends me to a help page only

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Report a problem sends me to a help page only

I am having a problem with a particular download. When I try to report a problem in the usual way it sends me to a help page rather than offering me the usual drop down box to report what my problem actually is.

It could be that I bought the TV series a few weeks ago and have been too lazy to report to the download problem for just one of the episodes. Is there a time limit on how long the report a problem button works?

iMac, Mac OS X (10.6.8), Itunes 10.4

Posted on Aug 20, 2011 7:57 AM

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Answer 1

Oct 9, 2011 7:48 AM in response to Sisiphys

I am having the exact same problem. I was hoping someone would have responded to your post. Who can we contact and where to find out how to fix this? I have two purchases I need to dispute. However, all I get is that darned help page.

Thanks.

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Answer 2

Sisiphys Author

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Oct 9, 2011 10:28 PM in response to lorrifromhenrico

I am still not sure how the new report a problem works. I think if you report a problem quite quickly after your purchase then you can still click on the report a problem link in your invoice and report the problem quickly and easily in the same old way. However, if you report a problem a little later on it appears to throw you into a complicated help page where you can still report the problem if you keep going with the forms but it is a more arduous process.

Again, I stress that I am not sure as I have not managed to get to the bottom of this. I just report problems less and grin and bear more so I imagine the changes at iTunes have had their desired effect.

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Answer 3

Nov 22, 2011 7:08 AM in response to Sisiphys

This is ridiculous. It's a way to discourage customers from making requests for legitimate refunds. There is no other explanation.

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Answer 4

Dec 22, 2011 4:56 AM in response to Sisiphys

I agree. Strangely, none of the paid purchases in my iTunes purchase history have a price any more. Since you can't report a problem on a free App this means I cannot get anywhere. If I follow all the links I end up being given the "opportunity" to pay for an Express Lane support incident. How on earth Apple expect to gain useful knowledge about problems with their own Apps if they don't allow users to report problems I can't imagine.

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