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View Full Version : When did Apple Online Support get this bad?


MattG
Dec 14, 2011, 03:49 PM
Read from the bottom-up. My responses in black bold, hers in red.

1. Not the first time I've had an experience like this with their support.
2. In my most recent response, I am admittedly nastier than I should be...but sorry, nothing pisses me off more than when I ask a question to a company's support site, and I just get boilerplate responses that don't even apply.

----------------------------------------------------------------------


Okay, you're clearly NOT reading my question and instead just sending me boilerplate text.

I PURCHASED THESE TV SHOWS FROM THE ITUNES STORE. They are not from a DVD. This is from a purchase. When I try to put them on the iPad, it tells me they are incompatible with the iPad. This is content I purchased from APPLE. Why are they incompatible with the iPad?

On Dec 14, 2011, at 04:04 PM, iTunes Store <iTunesStoreSupport@apple.com> wrote:

Dear Matt,

This is Hena from iTunes Store Customer Support.

I understand that you want to sync the item you purchased to your ipad. I am happy to resolve your issue.

I am pleased to inform you that you can control the content on an iPad by enabling the "Manually manage music and videos" option in iTunes. With this feature enabled, you will be able to pick and choose the content that your iPad contains. You'll also be able to transfer items from other libraries without erasing the current content of the iPad. To learn how to enable this feature, please see:

Managing content manually on iPhone, iPad and iPod
http://support.apple.com/kb/HT1535

If you have any further questions, feel free to contact us and we will be happy to assist you.

Have a nice day!

Sincerely,

Hena
iTunes Store/Mac App Store Customer Support

Please Note: I work Tuesday- Saturday 07:00 AM - 4:00 PM

Thank you for allowing me the opportunity to assist you. You may receive an AppleCare survey email; any feedback you provide would be greatly appreciated.

This doesn't answer my question at all. I'm not trying to burn to DVD...I'm trying to sync to an iPad.

Sent from my iPhone

On Dec 14, 2011, at 12:19 PM, iTunes Store <iTunesStoreSupport@apple.com> wrote:

> Dear Matt,
>
> Welcome to iTunes Store Customer Support. My name is Hena and I am glad to help you today.
>
> I understand that you are having trouble syncing the item you purchased to your ipad. I am sure you are eager to get this resolved and I am happy to help you today.
>
> I'm sorry, but videos purchased from the iTunes Store that are burned to DVD are not compatible with DVD players. To learn more about how you can use your iTunes Store purchases, please review the Terms of Service:
>
> http://www.apple.com/legal/itunes/ww
>
> With a compatible cable or cable/dock combination, you can connect a television to your iPhone, iPad or iPod that displays video. Then you can enjoy movies, TV shows, music videos, and home movies you sync to your mobile device on your TV. For information about compatible cables, please see:
>
> iPhone, iPad, iPod: TV out support
> http://support.apple.com/kb/HT1454
>
> For information about how to get your home movies into iTunes, see:
>
> http://support.apple.com/kb/HT2729
>
> Matt, if you have a widescreen TV, you might consider using an Apple TV to play your favorite movies, TV shows, and music videos right from your iTunes library on your computer. For more information, please visit:
>
> http://www.apple.com/appletv
>
> You may certainly create backup copies of your purchased videos or movies on a data CD or DVD. For more information, please visit:
>
> http://support.apple.com/kb/HT1751
>
> The iPod, iPhone, iPad and Apple TV cannot play songs that use WMA and WMA Protected audio formats. If you copy a song that uses one of these formats from your iTunes Library to one of your Apple media devices, you can select the song on your iPod or other Apple device, but it will not play. Instead, your iPod will skip to the next song in the playlist.
>
> Matt, I encourage you to consult the following articles for more information:
>
> Importing Windows Media Audio files with iTunes for Windows
> http://support.apple.com/kb/HT1844
>
> iPod: About compatible song formats
> http://support.apple.com/kb/HT1334
>
> I hope this information was helpful.
>
> If you have any further questions, feel free to contact us and we will be happy to assist you.
>
> Have a nice day!
>
> Sincerely,
>
> Hena
> iTunes Store/Mac App Store Customer Support
>
> Please Note: I work Tuesday- Saturday 07:00 AM - 4:00 PM
>
> Thank you for allowing me the opportunity to assist you. You may receive an AppleCare survey email; any feedback you provide would be greatly appreciated.
>
> Customer First Name : Matt
> Customer Last Name : ...
> email : ...
> Web Order # : ...
> Support Subject : My concern isn't listed here
> Sub Issue : Other Question
> Comments : Apple ID: ...
> Platform : iTunes/10.5.1 (Macintosh; Intel Mac OS X 10.7.2) AppleWebKit/534.52.7
> PlayList Name : Community, Season 1
> Comments :
> I'm trying to put these on my iPad. iTunes is telling me these shows are incompatible with my iPad when I try to sync them. Why? I specficially bought these so I could play them on my iPad, and the store says nothing about them being incompatible.

roadbloc
Dec 14, 2011, 04:43 PM
Haha, I have noticed a decline in support standards over the years, but nothing as bad as that.

Shrink
Dec 14, 2011, 05:08 PM
I never use online support, and based on your experience am unlikely to use it now.

However, I do use phone tech support, and those folks are great.

I just realized that if you are beyond the 3 month free phone support, or beyond the extended period under Applecare, phone support is expensive. If that is your situation - please ignore the above.:o

But if not - the phone support is great, and as a newbie I have used it A LOT.

Comeagain?
Dec 14, 2011, 07:20 PM
"Her" responses are most likely a computer scanning for keywords, and then adding links to support documents or products based on those it sees. It is probably not common for apple devices to not play apple content, so it doesn't know what to do. I don't have any suggestions, sadly, but it is what it is.

Adamantoise
Dec 15, 2011, 09:46 AM
Well not really surprising.

Smaller companies have good customer support to help them become the 'top dog'

Once they're the 'top dog' and their products sell themselves ... Well, things tend to change.

dejo
Dec 15, 2011, 09:52 AM
Read from the bottom-up.

:confused:
I did, but I think certain sections need to be read top-down. Could you please re-order it so it requires less mental gymnastics?