I've purchased a number of songs from itunes, and upon reformatting my computer I lost all of them. I followed all the steps I could find on the apple website, however my itunes (at the current version) seems to differ from what support on the website tells me; See the link below.
I contacted support, and I recieved an email telling me they had "posted the missing items to your download queue and they are waiting to be downloaded at your earliest convenience." Now, the problem was that upon redownloading the songs, my computer suffered another critical failure, which resulted in needing to be reformatted again. The problem presented itself, so after trying all steps I could to get my music back, I contacted support again. I recieved an email containing the following;
"I looked at your account and saw that on 09/14/2011, the iTunes Store made an exception and allowed you to download your purchases again. However, because your songs gone missing, I have decided to make a Second--and Final--exception for you.
Please note that Apple does not offer protection for the loss of data from your hard disk, so I recommend that you back up your iTunes library as soon as possible and thereafter on a regular basis."
This seems to be the opposite of what the itunes website tells me, see the following link;
I feel very disatisfied with this contradiction between the iTunes support and the iTunes support website, as well as extremely decieved if I am in fact unable to download my purchases.