Breaking Bad Season 5/Final Season

Last month, I specifically wrote the following asking if I would have to pay again. I couldn't have asked the question any clearer. But if Apple has changed their stance, they shouldn't have responded as they did. I have emailed Apple again for a response, but doubt that they will budge.

"I purchased this item last year, Breaking Bad Season 5. AMC will begin airing what they call the second half of season 5 on August 11, but there is confusion among people who ordered the season pass last year as to whether the upcoming episodes are included in the season pass. Does the season pass include the upcoming episodes or do I have to purchase the next 8 episodes? And it would be helpful if you would post something on the iTunes page to let others know what the situation is (and possibly an email to all those that purchased the season pass last year). Thank you."

This was the response I received:

"Dear Don,

Welcome to iTunes Store Customer Support. My name is Bibin and I am glad to help you today.

I understand that you would like to know more about a season pass you purchased. I understand the issue and I am happy to provide you necessary information.

Don, as you have purchased season pass, whenever an episode aired, you will be notified. You do not have to purchase the remaining episodes again as well.

I hope that this will resolve your issue.

If you have any further questions, feel free to contact us and we will be happy to assist you.

Have a nice day!

Sincerely,

Bibin

iTunes Store Customer Support"

So have you been able to watch Episode 9 of Season 5 without re-purchasing?

Don,

Unfortunately it would appear that all you got was a fairly generic response from Apple's typical knowledge-free first line of contact support people. it certainly does not sound at all like "Bibin" (***?) actually researched this program at all.

Honestly, I have never called Apple and spoken with a person who seemed to actually know what they were talking about and invariably have to get irate and push for management and eventually always end up with their executive PR team, who havealways made things right. Unfortunately, I HAVE BEEN UNABLE TO EVEN SO MUCH AS GET TO A HUMAN THIS TIME AROUND to get irate with!)

NO! I had no choice but to buy the second half of the season for $1 more than paid for the first half!

epruss wrote:

NO! I had no choice but to buy the second half of the season for $1 more than paid for the first half!

Which is exactly what those who purchased the WHOLE of season 4 paid.

I was able to talk to two customer service agents, but don't bother -- they are not listening. Somewhere on the support page is a dialogue which will bring you to a page where you can have someone call you (which they will right away) or chat. I would post a link, but now I'm having trouble finding it.

Well, that may be true, but I did not buy season 4, or 3, or 2 or 1 and having seen them on TV, why would I have?

Anyhow, that is besides the point. The point is this: NOWHERE DID APPLE SAY IT WAS ONLY HALF THE SEASON, REGARDLESS OF THE PRICE PAID. It said "ENTIRE Season 5" and now they have redefined what a season is.

I never expect anything out of the first people I speak to when calling Apple (or Amazon, etc.). I ALWAYS PUSH MY CASE UP BY DEMANDING TO SPEAK TO MANAGEMENT. I will try to find the link you described and push it.

I want to reiterate - It's not about the money. It's about the PRINCIPLE! I would happily have considered paying $45 last year or pay $22 for last years half and $23 for this years half - SO LONG AS THEY WERE UP FRONT HONEST ABOUT WHAT EXACTLY I WAS GETTING!

The precise point is that the price iTunes charged for season 5 is a comparable price to what they charged for previous seasons, therefore we had a reasonable expectation of getting the entire season for the price we paid. So, besides explicitly selling all of the episodes by calling it "Season 5 Season Pass", they implicitly did so by using a similar price point to preceding season passes.

I made a post and they deleted it without even addressing my post.

I thought season 5 should include...all of the season 5 episodes. Everywhere but here calls this season 5. Making a a fake name "the Last Season" and making people pay again is very unethical I've spent a lot of money on different shows and music over the years but I guess they don't appreciate it.

I bought a Season Pass for Season 5. Fix it Apple.

I agree. I too purchased season 5 with the understanding that it would contain the entire 5th season. I will never subscribe to programming before it is complete again. This is very unethical... Very disappointing iTunes! You should stand by your descriptions... not chage them after the fact! 😟

There are hundreds of negative reviews -- for Apple, not 'Breaking Bad' -- on the iTunes page for the current episodes of 'Breaking Bad'. They're not publishing any more reviews, though.

I am still trying to address the issue with Apple. You can see the interchange below. No solution offered yet.

................................................................................ ................................................................................ .....

In reply to a previous response for a request for help (please see below). As this is my second attempt at appropriate feedback and resolution of the problem, please send a reply from management, at least a supervisor level.

The response begins here:

When purchased, the price included all season 5 episodes per the product placed on the shelf in your digital store. I did not buy the season from the studio, I bought the season from ITunes. It is up to ITunes to provide the product I bought. Please release the remaining episodes to my account and to all others that bought the season from iTunes.

The creator of the TV show, AMC, and ITunes all identified the recently released episode as episode 9 of a planned 16 episode season 5. I expect all 16 episodes to be released to season 5 season pass holders.

Please correct this situation as soon as possible. If I had bought the season from the studio, I would take up the issue with the studio. ITunes is responsible for providing the season as advertised at the time of purchase.

When can I expect the situation to be corrected?

Sincerely,

-AC

On Aug 13, 2013 1:00 PM, "iTunes Store" <iTunesStoreSupport@apple.com> wrote:

Dear Andrew,

Thank you for contacting iTunes Store Customer Support. My name is Avinash. I am glad to help you today.

I understand that you did not receive the remaining episodes from the TV show Breaking Bad, Season 5 as it has been separated into two sets. I am glad to assist you today.

Andrew, as the TV Studio of Breaking Bad, Season 5 has provided the episodes to iTunes Store as the "Breaking Bad, The Final Season", you will need to purchase the second half of the season. I am really sorry for the inconvenience that has caused. For more information you can visit:

https://itunes.apple.com/us/tv-season/breaking-bad-the-final-season/id665386598

Apple recognizes that no one is better qualified to provide feedback about iTunes than the people who use it.

I encourage you to use the iTunes Feedback page to submit your comments:

http://www.apple.com/feedback/itunesapp.html

Your efforts to share your feedback are very much appreciated.

Have a nice day!

Sincerely,

Avinash

iTunes Store Customer Support

http://www.apple.com/support/itunes/ww/

Thank you for allowing me the opportunity to assist

Support Subject : App Book Music Movie TV

Sub Issue : undefined

Comments : Country: United States

Lang_Country: en_US

Specific request: My purchase didn't download

Device: Apple TV

Item title: Breaking Bad Season 5

Details:

I purchased Breaking Bad Season 5 season pass and have not received episode 9.

<Personal Information Edited by Host>

They won't even let us start another discussion, they will only let us reply now.

Apple, what have you done, shame on you!