marcoac14

Q: Purchased Album won't show as purchased

Hi,

 

I purchased an Iron Maiden Album (Rock In Rio) in the past and was able to download and listen all songs. About a year ago I purchased a new iphone 6 and since then I'm not able to redownload the whole album. Actually only a few songs show as purchased and downloadable. On iTunes Store the album won't show as purchased.

 

Is there anything I can do retrieve the songs besides paying again?

 

Screen Shot 2016-01-20 at 11.26.03 PM.png

 

Screen Shot 2016-01-20 at 11.27.22 PM.png

 

Thanks

iMac, OS X Mavericks (10.9.2)

Posted on Jan 20, 2016 5:28 PM

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Q: Purchased Album won't show as purchased

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  • by Kenichi Watanabe,

    Kenichi Watanabe Kenichi Watanabe Jan 24, 2016 3:48 AM in response to welshcatholic
    Level 8 (40,166 points)
    Mac OS X
    Jan 24, 2016 3:48 AM in response to welshcatholic

    I'm not saying don't ask.  Apple has provided me with things like song credits, when I have had issues.  But that's Apple going the extra mile (out of Apple's own pocket) to make customers happy, not at the content producer's expense.  It should not be an "expectation of the best company in the world" that Apple should do something in every situation.  And be appreciative if and when Apple does something really nice, because Apple DOES often go the extra mile for customer satisfaction, usually at Apple's expense.

  • by marcoac14,

    marcoac14 marcoac14 Jan 24, 2016 5:34 PM in response to Kenichi Watanabe
    Level 1 (0 points)
    Jan 24, 2016 5:34 PM in response to Kenichi Watanabe

    After digging into this matter I came up with the same theory. Apparently the album has been remastered and because of that it now qualifies as a new album. Seriously?

     

    Apple is in fact the music retailer but it OWNS iTunes. So the content producers should be playing by Apple's rules and not as they wish. It's Apple's duty to protect theirs customers from situations like that. I'd totally agree with you if the content had been removed but that's clearly not the case.

     

    It's things like that that prevent people from buying media. It's easier and painless to take a shortcut.

  • by Kenichi Watanabe,

    Kenichi Watanabe Kenichi Watanabe Jan 24, 2016 6:14 PM in response to marcoac14
    Level 8 (40,166 points)
    Mac OS X
    Jan 24, 2016 6:14 PM in response to marcoac14

    So what happened when you contacted customer support and (calmly) explained the situation?  Don't have an annoying "entitlement" attitude about the problem, when you interact with the Apple customer support employee.    They are human and want to be your hero-of-the-day, but you need to make it (whatever they do for you if anything) their move, not you demanding specific action because "the customer is always right."  Explain what happened, without expectation, and take responsibility for not keeping your own copy of purchased songs.  Then ask if there is anything that can be done, so that you don't need to pay for the (mostly) same album again.

     

    One time (a few years ago), I wanted to buy some 69¢ songs on the iTunes Store "specials" screen with short-term deals based on genres, like 80's Hits.  But there was some glitch, and those songs were priced at their usual 99¢ or $1.29 price, not 69¢.  I sent customer support an email message telling them about the problem, making it clear I did not buy anything; my message was just an FYI so that they could fix the problem before the next time I tried.  I got back a reply email, saying sorry about the inconvenience; please redeem this code to get 10 free song credits, and use them to buy the songs you wanted with the problem (or any songs). Loyal customer "for life."

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