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I wanted to share my first experience with the iTunes customer service with you. I bought a Season Pass to a TV series on iTunes and after having downloaded all the episodes I began watching the season a few weeks later.
3 of the episodes were damaged (something I have never experienced before) – one file was completely corrupted after about 11 minutes and 2 other files were out of audio sync – so what do you do? I mean you can’t just go to iTunes and try to download them again!
I logged into my iTunes account and hit the “Report Problem” button, found the Season Pass from my (long) list of purchases and filled in the form listing the problems I was facing in which episodes and the time hh:mm:ss the problem began in each episode.
I instantly got an automated confirmation that my message had been received and that I would be contacted by an iTunes representative, generally within 24 hours. A few hours later I got this (personalised) message from the iTunes Customer Support:
I’m sorry these three episodes are not working properly. Apple takes the quality of the products offered on the iTunes Store very seriously and will investigate the issue you reported in depth.
Please do not repurchase these videos within the next two weeks. This will give Apple time to investigate the issue.
I have issued 3 replacement video credits to your account, which you can use to buy the episodes that do not play correctly. Please note, however, that video credits cannot be used for purchasing full-length movies or episodes of a TV Show that are listed as Season Only.
I logged into my iTunes account and 3 Video’s showed up as credit – how is that for service? This is why I just appreciate Apple more and more each and every day – 5 stars to iTunes support!
