You may of read about my hard drive issues last month. One set of files that became corrupted was my download of HBO’s Rome Season 2 (a seriously underrated show, which shouldn’t have been canceled).
Under the impression that I had paid iTunes for the right to own the show, I figured I would be able to re-download it by hitting Check for Available Downloads (I think this used to be called Check for Recent Purchases) feature in the iTunes Store menu. This worked for me before, but as it turns out, this option is only available during the initial download, once that is complete iTunes do not offer a re-download. When you buy from iTunes you do not buy a right to own the show, only the right to download it once, I learned.
iTunes do make all this perfectly clear, and you are supposed to make backups of your downloads. Nevertheless, I still started to wonder about the value of paid downloads versus say paid DVDs which last longer or free bit torrents which are free.
In what I thought would be a vain attempt to email support I explained my issue. And I was pleasantly surprised that they allowed me to re-dowload my show and then genuinely shocked at the high level of follow-up and all-round pleasantries of their support gal Bianca:
On Dec 13, 2008, at 22:30, iTunes Store <iTunesStoreSupport@apple.com> wrote:
Hey Jonathan,
This is Bianca again , with a courtesy follow-up. I haven’t heard
from you and wanted to make sure that your request was handled to
your satisfaction. You’ve truly been a remarkable asset to the
iTunes Store Family and as such I don’t want to leave you without
any type of resolution, so if you do not respond, I will be closing
this request. I hope that you continue to enjoy the iTunes Store and
would like to thank you for being such a wonderful member of our
family. If you find yourself with any other questions or concerns,
please do not hesitate to send me an email.
It has been a pleasure assisting you Jonathan. Thank you for being
such a valued iTunes Store Customer. Have a wonderful day!
Sincerely,
Bianca
iTunes Store Customer Support
On Dec 14, 2008, at 0:09, iTunes Store <iTunesStoreSupport@apple.com> wrote:
Hey Jonathan,
Thank you for your kind words. I’m so glad to hear that we were able
to get back your purchases after a hard drive error.
Nothing makes me (Apple) happier than to hear that we have pleased
our customers. I wish you the best and hope that you continue to
enjoy the iTunes Store.
It has been a pleasure assisting you Jonathan. Thank you for being
such a valued iTunes Store Customer. Have a wonderful day!
P.S. Love your name, that is the name of my first born.
Sincerely,
Bianca
iTunes Store Customer Support
Thanks, Bianca. You are very helpful and I’m happy. Merry Xmas!
Sent from my iPhone
On Dec 14, 2008, at 11:42, iTunes Store <iTunesStoreSupport@apple.com> wrote:
Hey Jonathan,
I don’t mind if you blog it at all. I want to let everyone know that we are here for our customers. I want to make sure that all your iTunes Customer Support experiences are the best they can be. It is easy to provide great customer service when we have great customer.
Thank you very much for being a valued iTunes Store customer Jonathan. Your business is greatly appreciated.
Sincerely,
Bianca
iTunes Store Customer Support
Bianco, that’s easily the nicest support email I’ve ever received.
Mind if I blog about it?
Sent from my iPhone
All in all a really pleasant experience thanks to Bianca. I’m now firmly of the opinion that there is no limit to the amount of support and time you can offer an existing customer, because it works especially in the impersonal online world.
I will continue to pay for downloads and will never buy a DVD again, or wait for days on end for bit torrent file.
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{ 4 comments… read them below or add one }
To Jessica:
iTunes Store Customer Support
Subject; Re; Account or Billing; Follow-up: 61962250
I’m having PROBLEM’S (*^$@#%&*(**&%$#$^*&(*(*…!!!!!
ONE IS, getting you folks to help!!!!
Problem two, cannot make purchases
Problem three, your repeating statement,”Your Apple ID or password was entered incorrectly”
Problem four, I would like to reset everything, call me sometime
Thanks,
bubbabefrustrated@downthestreet.home
The apple support is awesome !
I had almost the same problem, i accidentally deleted some music i bought and even though that was completely due to my own stupidity, apple sent me a link where i could re-download all my songs. And the emails they sent where very nice and personal. That was a pleasant surprise !
I’am having difficulty contacting Itunes support by e-mail . May main problem is that when trying to import a CD and burning a copy the process is slow.
I mean slooow. (10 min. for first track) What’s wrong ? I have tried changing Import Settings but this does not help. I have read a large number of discissions on this topic and very few are answered by Itunes. I hope this is not a ploy to discourage customers from importing their our music or making copies of CD’s.
Please help. (I’am not even sure where this e-mail is going!!)
Why don’t i tunes have the Beatles catalogue available? There’s stacks of Beatles covers but none of the original.