Monday, December 22, 2008

Bad iTunes, no biscuit!

How is this for customer support?

I sent this form to the iTunes store this morning for two songs -- "I Have a Dream" and "Thank You For the Music" -- reporting that while I had purchased the entire "Mamma Mia!" soundtrack, these two songs did not download and were not available anywhere on my computer, nor could I download them without having to pay again. My question to them was, could I get the two missing songs? I didn't ask for a refund -- only what I paid for (and I think iTunes may have charged me twice for the soundtrack, but that's another issue entirely).

Here's the form I sent in (from the iTunes site itself); I sent the exact same form for "I Have a Dream" as well (incriminating information removed to protect yours truly):

Customer First Name : Seema
Customer Last Name : XXXXXXX
Web Order # : XXXXXXXX
Support Subject : I didn't receive this song
Sub Issue : Incomplete download
Comments : iTunes Account Name: XXXXXXXX
Platform : XXXXXXXXX
Song Name : Thank You for the Music
I purchased the entire Mamma Mia soundtrack and this is one of two songs I did not receive. The other songs all downloaded just fine.

Here's the entirely unhelpful response from Apple (in duplicate):

Dear Seema,

Your request for a refund for "Thank You for the Music" was carefully considered; however, according to the iTunes Store Terms of Sale, all purchases made on the iTunes Store are ineligible for refund. This policy matches Apple's refund policies and provides protection for copyrighted materials.

You can review the iTunes Store Terms of Sale for more information:


iTunes Store Customer Support

Well, Kate, I hope you get a big fat piece of coal in your stocking because gee whiz, how carefully did you consider my request when your response and my issue have nothing in common? And at this point, I'm out $2.11 ($11.98 total) and still no songs.

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