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LawGirl2009 Level 1 (0 points)

Problem: iTunes TV show Season Pass is NOT downloading newly available episodes even though new content is fully available on iTunes Store for purchase as single episodes


I purchased Season 4 of The Vampire Diaries on Thursday 10/11.  The 1st episode, called "Growing Pains," aired on the evening of Thursday 10/11 and has been available since approx. 2 am EST Friday 10/12 for purchase/download on the iTunes Store, but it is NOT automatically downloading to my iTunes account even though I repeatedly click "Check for Available Downloads."  The button to purchase the single episode in the iTunes Store is activated, meaning anyone can purchase that individual episode for $2.99, but I paid for the whole Season Pass and I can't retrieve this single episode.


My iTunes is NOT recognizing that there is an Episode 1 available for download.  I rebooted my Mac, restarted iTunes, logged into the iTunes store to click on "Purchased" content and try to force a download, all to no avail -- the screen listing the episodes available for download under my Purchased account fails to list Episode 1 of this TV show.  It as though this Episode is invisible to my iTunes account/download queue.  Yet, Episode 1 is sitting on the iTunes Store server and has been there for the past day.


I have clearly identified this problem to Apple Customer Service and they did not seem to intially understand my problem.  They told me that it takes a few days for TV networks to make an episode available to the iTunes store, and therefore I should wait for a few days -- this totally misses the issue!  The premiere episode has already been provided by the TV network to iTunes, and is available now on the iTunes Store.  The problem is a technological server-side one, where for some reason my iTunes download queue is not picking up on the fact that there is new, pre-paid content available for download.


Please help if you experienced similar issues with your Season Pass.  I bought a Season Pass for last year and it worked without any problems -- all episodes aired on Thursday nights and were downloaded by 2 or 3 am Friday morning.  I am thinking of cancelling/refunding the Season Pass, and just paying for Hulu+ instead of waiting around hoping for Customer Service to finally read my email and DO something instead of telling me to "wait a few days."


Below is my email thread with Customer Service.  I can't believe there is no longer phone support to talk to a live person, who should be able to reset my download queue -- or do something on the server-side -- easily.


*Just a girl, in front of the TV after she cut off cable, waiting for her favorite show that she paid for to download.



On Fri, Oct 12, 2012 at 4:18 PM, iTunes Store <> wrote:
Hello [     ],


I apologized for any inconvenience this issue has caused. I reviewed your account and it appears that episode is not yet posted on your account. This is the reason why it has not automatically downloaded on your account. With that being said, please try to wait for a few days or try to download the episode using iTunes in the Cloud feature. Your patience in this matter is greatly appreciated.



[     ]
iTunes Store/Mac App Store Customer Support


Please Note: I work T-S, 6-3PM CT.
Thank you for allowing me the opportunity to assist you.



Thanks.  The problem is, this Episode "Growing Pains" IS already available
on iTunes for individual purchase for $2.99, and has been available since 2
am EST last night.  The issue isn't its availability from the TV network --
it's the Season Pass queue for downloads not recognizing that this episode
should be downloaded.


On Fri, Oct 12, 2012 at 3:09 PM, iTunes Store


> Hello [     ],
> Thanks for your reply. I see now that you are unable to download "Growing
> Pains" which is supposed to be included on your season pass "The Vampire
> Diaries, Season 4".
> Generally, the television networks provide Apple with the latest episode
> of each show within 24 hours of the original air time. Occasionally, there
> can be a delay. I recommend to please wait for a few days.
> You can rest assured that Apple is working to make this episode available
> on the iTunes Store as soon as possible.
> Thank you for your patience. Apple appreciates your business and loyalty.

> Sincerely,
> [     ]
> iTunes Store/Mac App Store Customer Support
> Please Note: I work T-S, 6-3PM CT.
> Thank you for allowing me the opportunity to assist you.

MacBook, Mac OS X (10.4.7)
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