Itunes Customer Support Rant

[boomhauer]

I just thought some of you that use itunes would get a kick out of this.

Friday afternoon, I try purchasing a song. I get a message saying my account is temporarily inactive, please try again in a few minutes. I get that message for the next 4 hours. I find a number for Apple support. I'm on hold for 30 minutes. I hang up. I send an email to support. They reply to that 24 hours later. They need more information. So, I reply to them again. I try calling again. This time, I get through after 15 minutes. They tell me they can't look up my account information and will have to resolve issue through email. OK, why even bother having phone support? I get a reply 24 hours later (last night) saying problem should be resolved. I go on, and problem is still there. I just gave up. I'll use another store.

How ridiculous is that? They have a discussion board where people can discuss problems with itunes. Obviously, they're having some problems because in the past 24 hours, there have been about 100 new people signing on. Somebody posted a very good point. In this day and age, online stores MUST have faster response time to problems. Who is going to wait when you can go someplace else for the same product?

As a customer service represenative myself, I feel almost embarassed for Apple. There is no excuse for such poor, almost non-existant support.

 

[Frantasmic]

Something must have been wrong with Itunes over the weekend. We tried purchasing a few songs and had to retry this several times for it to work.

 

[Becky_Boop]

I've been having trouble with iTunes, too. I didn't bother to call/e-mail tech support, because I figured it would be one of those things that they're doing wrong, and that will be fixed in a couple of days. Regardless of the errors, I was still able to buy a few episodes of Scrubs

That's terrible that you were on hold for 4 hours. We've contacted iTunes support before, and we were dissappointed. We were trying to transfer old songs from Windows Media Player to iTunes- they didn't help at all.

 

[minnieandme]

I wonder if they had an overflow of people on the network at the same time and it caused the system to crash. But still, the customer service support folks should've done a much better job in responding to those who had problems.

 

[boomhauer]

Oy - Now my ipod is messed up. Playing Red Hot Chili Peppers and album display is for Billy Idol.

 

[Fitswimmer]

I just downloaded two albums this morning and didn't have a problem. I guess whatever was wrong is fixed.

 

[MosMom]

Usually when things like this go wrong, I don't go ape****. I just figure there is a problem and it will be fixed. I wouldn't waste hours on something like that. It is just a song. I'm sure Apple knows that for every hour their system is down they are losing money and they don't like it.

 

[lillygator]

Usually when things like this go wrong, I don't go ape****. I just figure there is a problem and it will be fixed. I wouldn't waste hours on something like that. It is just a song. I'm sure Apple knows that for every hour their system is down they are losing money and they don't like it.

agreed....and I would not be able to sit on hold for very long either.

 

[WDWVillain]

no problems here either!! I just downloaded 26 songs...not one problem! (been doing this all week-end)
and I ws just at the APPLE store for one of my One to One classes and not any mention of it either.

 

[Fitswimmer]

no problems here either!! I just downloaded 26 songs...not one problem! (been doing this all week-end)
and I ws just at the APPLE store for one of my One to One classes and not any mention of it either.

I've been debating signing up for that. I just got an iMac and I bought the Pro care, but waited on the other. Are you finding it valuable for the $$?

 

[ISupportTigger]

Sounds to me like there is some sort of operator error going on here. First, your iTunes is messed up, then your iPod? Did you yank the cord from the iPod before it said that it was safe?

Here's to hoping you get a "miraculous" response from Apple including lots of free stuff and accomadations! You always seem to come out better than before the catastrophe!

 

[tropical depression]

dial 800-275-2273 and hit 0 at each message, no more waiting for tech support.

I've had good and bad luck with phone support, I'd rather go to our Apple store and talk to someone. the one-on-one program is excellent and well worth $2.00 a week, but I can walk in and find someone walking around and get a question answered easily as well.

make sure you've downloaded the iTunes 7.3 update.

 

[WDWVillain]

I've been debating signing up for that. I just got an iMac and I bought the Pro care, but waited on the other. Are you finding it valuable for the $$?

OMG...it is the BEST $$ I ever spent! I go for private lessons one to one every week~for 52 weks!! everyone should do this to get the most out of there imac!!!

 

[Fitswimmer]

OMG...it is the BEST $$ I ever spent! I go for private lessons one to one every week~for 52 weks!! everyone should do this to get the most out of there imac!!!

Do you bring your own iMac with you or do you use their stuff?

 

[Cool-Beans]

Nobody hates Tech Support problems more than me...and I've had more than my fair share, I think.

I've had none so far (KNOCK ON WOOD) with the iPod or iTunes. Well, none that aren't attributable to Vista.

I'd go to the Apple store, too. People are usually better than emails.

 

[tropical depression]

Do you bring your own iMac with you or do you use their stuff?

unless you need to migrate files, they set aside an iMac for you.

 

[Missy1961]

Usually when things like this go wrong, I don't go ape****. I just figure there is a problem and it will be fixed. I wouldn't waste hours on something like that. It is just a song. I'm sure Apple knows that for every hour their system is down they are losing money and they don't like it.

Yes, same here. I guess I figure it will get fixed on their end.

 

[Fitswimmer]

No, we already did that when I bought the Pro Care. I really should sign up, I love this thing and I want to really take advantage of it!

 

[WDWVillain]

Do you bring your own iMac with you or do you use their stuff?

yes, I do bring it..I use one of those luggage carts to carry it...it can get heavy! last week I bought my ibook also, today I bouht my ipod

 

[debster812]

I suspect that iTunes was SLAMMED with the launch of the iPhone. Yes, they should have planned for it better, but being in CS yourself, you know that stuff breaks, and sometimes even with the best laid plans, you can't fix everything right away.

I've never had such an urgent need for my iPod that a 24hr turn around time on an email response wasn't good enough.