Issue with ITunes and a download of Fringe Season 4 episode

At least with iTunes, Apple has perfected a customer service system of giving polite, but meaningless, responses. I have nothing again politeness, I just wish they had customer service reps who could tell us what was going on and technicians that could actually fix problems.

Yeah i just wish since they know about the issue they send an email out to those effected. I didnt realize till today that there was an issue and then had to come here to find out im not the only one. Should have gotten an email the day of or after stating that theres an issue and its being worked on.

Well, I at least got someone from customer service to acknowledge there was an issue. I believe the trick was using publicly available web pages to make my point and trying to explain the difference between the system they're seeing and the user interface.

---

Hi [---],

Good to hear back from you, I hope you're well today.

I'm sorry to hear that you've been unable to download the latest episode of "Fringe, Season 4". I know how eager you must be to have this matter resolved, and I would be happy to look into this for you today.

Apple is currently working toward a resolution for the issue you have reported, so I had no intention on refunding your SeasonPass unless you had specifically requested that resolution. You will receive an email after the matter has been investigated and further information is available.

Thank you for your patience, [---]. Apple wants your iTunes experience to be as enjoyable as possible. Take care, I hope you have a lovely day!

Sincerely,

[---]

iTunes Store/Mac App Store Customer Support

Please Note: This week I work Mon- Thurs, Sat 7:00-3:30 PM. Thank you for allowing me the opportunity to assist you.

Okay, first of all I want to keep my season pass. I don't want it cancelled. I want to keep my subscription whether or not I'm able to download this episode. There are people in the user reviews saying that you'll cancel our subscriptions if we keep complaining about these kinds of things, that's why I was hesitant to respond to your response.

No I wasn't able to download the episode. iTunes thinks that I have a download queued. But it refuses to download. I believe that's why your system is saying that it's credited to my account and ready to download. This really seems to be an issue with the system you're looking at communicating with the user interface, leaving me, and everyone in the most recent user reviews unable to download the most current episode.

Here's publicly available pages to communicate what's wrong.

http://itunes.apple.com/us/tv-season/fringe-season-4/id457183481

It goes from 15 "A Short Story About Love" to 101 "Meet the Cast of Fringe" which is a special feature.

Wikipedia to prove an episode 16 "Nothing As it Seems" exists and aired.

http://en.wikipedia.org/wiki/List_of_Fringe_episodes#Season_4_.282011.E2.80.9320 12.29

Finally, the most recent user reviews are filled with complaints about this very issue, without anyone saying they were able to download the episode.

same issue here and I also got a useless reply from the iTunes rep. By now they should have dozens of complains and should actually try to fix the problem instead of sending useless replys.

It is also concerning that Apple's solution is to cancel season passes for people complaining about missing episodes that we paid for.

Well in a few days the episode will be on Hulu for free. I wonder why we pay if we get the episodes earlier on Hulu😠

I guess I will pile on, too. Like others, got an over polite note (nothing wrong with that) but no details on what the problem is or, more importantly, when it will be resolved.

Perhaps if enough of us complain it will be noticed. 8 p.m. Eastern today, 4/3, still no evidence of it on iTunes.

I got a second reply with a similar useless response.

"

It's Aundrea here from the iTunes Store taking over for Andrew. I see that the latest episode of "Fringe, Season 4", "Nothing As It Seems" is not currently available on the iTunes Store although you received an email stating that it was available. I apologize for the confusion of Andrew's email, and I'll be glad to provide some information about this episode.

********* it looks like the episode "Nothing As It Seems" was made available but then quickly removed from the iTunes Store. Apple is currently working toward a resolution for this issue so that Season Pass holders for "Fringe, Season 4" can receive their episode as soon as possible. You will receive an email after the matter has been investigated and further information about this episode is available.

It is very important to me that you are able to watch your new episode, so I will let you know as soon as I have an update for you. Thank you for your patience Andreas, and have a wonderful day."

That episode is already available on Hulu plus and will be available on the free Hulu on 04/07/12.

Looks like it's finally up really interesting interpitation of soon since I got a response on Sunday but, oh well. Wonder what the problem was.

Ah, both episodes are downloading this morning. Guess they fixed the problem.