iTunes price increase & Customer services

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Level 1

8 points

iTunes price increase & Customer services

I pre ordered Deadpool 2 on the iTunes Store via my Apple 4K TV. The price was £9.99 when I pre ordered. The price was why I pre ordered!

I noticed sometime after that the pre order price increased to £11.99 but thought that as I pre ordered at the lower price that is what I would be charged. When the film was released I was charged the higher price.

I contacted customer services to query this and was told it was because of sales tax. When I said that UK prices are VAT inclusive I then got an email from Pallab , a senior advisor, who said they had reviewed my case and it was because of sales tax!

I again pointed out that UK prices were VAT inclusive. I got the same response again!

i then asked to speak to someone else as they were suppling disinformation.

24 hours later I got an email from Pallab telling me that maybe I ordered the SD version (which I didn’t.

Has anyone else noticed iTunes pre order prices increasing on release?

Also has anyone else noticed customer services telling lies to try and make you go away?

im posting this here 1. To make people aware and 2. To get this query in the open as I suspect it’ll get shut down.

Posted on Sep 19, 2018 2:43 AM

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Answer 1

King_Penguin

Level 10

334,330 points

Sep 19, 2018 4:45 AM in response to Pulsifer101

It's possible that the iTunes Support staff only really know about the US store (where sales tax is added on to the item's listed price at the point of purchasing) and think that the same rules apply everywhere.

If you want to leave feedback to Apple about pre-ordering and prices : http://www.apple.com/feedback/

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Answer 2

King_Penguin

Level 10

334,330 points

Sep 19, 2018 4:11 AM in response to Pulsifer101

Pre-ordering an item does not guarantee that the item will remain at that price, nor that you will be charged that price when it's eventually released, it's not a price guarantee. If the price did increase it will be because the film studio/rights-holder increased it.

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Answer 3

Pulsifer101 Author

Level 1

8 points

Sep 19, 2018 4:45 AM in response to King_Penguin

I thought that as well which was why I included the order number and kept telling them it was on the UK store but they just keep ignoring that.

It it also doesn’t explain why, after several emails, they haven’t just said we don’t guarantee prices.

It‘s gone beyond the £2 its poor customer service.

thanks again for the replies and the link.

(anyone else notice the keyboard is completely messed up since iOS 12 update)

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Answer 4

Pulsifer101 Author

Level 1

8 points

Sep 19, 2018 4:24 AM in response to King_Penguin

Thanks for your response.

If that’s the case then they need to make that very clear i.e. an email stating that prices are not guaranteed. What is the point of pre ordering? It’s not as if they are going to run out!

It also doesn’t explain why customer services are telling me that it’s because of sales tax despite this being untrue. I’ve got the email chain and can attach if required.

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iTunes price increase & Customer services

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