A TV stole dollars worth of movies from my collection

Discussion in 'Apple TV and Home Theater' started by trucker77, Oct 20, 2014.

  1. trucker77, Oct 20, 2014
    Last edited: Oct 27, 2014

    trucker77 macrumors newbie

    Joined:
    Oct 20, 2014
    #1
    my problem has been solved movie has been returned I am a happy customer again I will back up any movies I buy I wish apple come up with there own hardware that would eliminate this problem once you order it downloads directly to hardware just a thought to all those that gave good information thank you for those who were asses you know who you are thank Mac rumors for allowing me to express myself .:cool:
     
  2. tobefirst macrumors 68040

    tobefirst

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    Location:
    St. Louis, MO
    #2
    Kudos to Sara T., I say, for keeping her cool. When dealing with customer service agents/companies, the best plan is to remain as friendly as possible, despite frustrations. Doing so helps you get somewhere.
     
  3. LethalWolfe macrumors G3

    LethalWolfe

    Joined:
    Jan 11, 2002
    Location:
    Los Angeles
    #3
    Welcome to the wonderful world of digital downloads/streaming. Be sure to read the terms of service carefully because when you buy the downloadable version you *do not* have the same rights as if you had bought a physical piece of media (DVD, Blu-ray, CD, book, etc.,).

    As tobefirst mentioned, there's no point in getting indignant with an entry level person because all they can do is go off of the script they've been assigned. If you want to complain about policy or have an unusual situation to resolve you need to ask to talk to someone in management.
     
  4. Toltepeceno Suspended

    Toltepeceno

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    #4
    I wouldn't say kudos for doing what she is paid to do, I say apple should refund these. People in this position are paid to keep their cool, those that do not should be fired.

    Dealing with the public is hard and takes patience, I have done it. It's just like any job, not everyone is suited for it nor should they do it.
     
  5. trucker77 thread starter macrumors newbie

    Joined:
    Oct 20, 2014
    #5
    not right

    your congratulating her for stealing 40 dollars worth of movies so that is right its ok for a company to take whats yours and charge you again for it
     
  6. d21mike macrumors 68040

    d21mike

    Joined:
    Jul 11, 2007
    Location:
    Torrance, CA
    #6
    This is very strange since both movies are still on iTunes. I think the OP should change from "Apple TV Stole $40" to why am not able to download movies that are still currently being sold on iTunes.

    Also, are they still listed in the OP Purchase Section.
     
  7. trucker77 thread starter macrumors newbie

    Joined:
    Oct 20, 2014
    #7
    there must be other people same situation

    I was rather kool with Sara I could of said a lot worse I get it welcome to digital media but it still doesn't make it right if I buy a movie on xbox one it gets downloaded to my xbox in theory that movie stays on my xbox unless it fries then I lose the movie but this cloud they advertise is misleading why do you have to read a fine print that should be the first thing you see you must download movie or you will lose the purchase or if company wants to upgrade the movie you will lose it there stealing money because you right something on a piece of paper saying hey we not responsible for it doesn't make it right a law must be past
     
  8. betman macrumors regular

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    Jan 15, 2013
    #8
    What exactly changed that made it a "new item" in iTunes?
     
  9. LethalWolfe macrumors G3

    LethalWolfe

    Joined:
    Jan 11, 2002
    Location:
    Los Angeles
    #9
    When did Sara T steal $40 from you? I doubt she's even an Apple employee (most of Apple's phone support is farmed out to other companies).

    It's called a contract and you agreed to it. Yes, I agree it does suck but pleading your case to a first tier customer service rep isn't going to do any good because a first tier customer service rep doesn't have the authority to solve the problem. Ask to speak to a manager and take it to social media if you have to. If enough people complain publicly about Apple's (or any company's) policies then change might come about.
     
  10. Plutonius macrumors 603

    Plutonius

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    Feb 22, 2003
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    New Hampshire
    #10
    I have to agree. It's a tough job and I know I couldn't take dealing with angry customers. I would have pulled the plug half way through that chat :D.
     
  11. laurim macrumors 68000

    laurim

    Joined:
    Sep 19, 2003
    Location:
    Minnesota USA
    #11
    Personally, I think you were a dick and Sara was more than kind in trying to help you resolve the issue. I had a rental disappear before I could watch it and when I inquired about it, and was nice about it, Apple resolved it right away. It was a similar situation where the movie provider had updated the file. You had ZERO reason to accuse her OR Apple of stealing your $40. They DON'T NEED to steal your pissy $40. You need to grow up. Even when I was a teenager I didn't act as childish as you did and are apparently proud to display it for all of us to see. Hopefully as you grow older, you'll realize that treating people decently will get you more than being a jerk to people who are trying to help you. Save being aggressive for people who are actually doing something wrong.
     
  12. skveezer macrumors newbie

    skveezer

    Joined:
    Jul 24, 2012
    #12
    Sara T...

    if you really read thru the texted/chat, you will (or should) begin to realize you were actually "chatting" with a software program. I've noted more and more this kind of chat is usually the first line of customer services. If you play the game, you will realize it's simply responding to what you are telling/asking. I have, at times, threw in a really wild question as a test of a real human vs robot. Try it next time.

    in Summary: Think of your "chat" session similar to "talking" with SIRI... :eek: :D

    Oh and sorry about your loss - I'm about to find out how my collection(s) faired. I'm still pissed that Apple threw me off of the 5GB + 20GB = 25 GB annual iCloud plan and put me on a simple 5GB before I could react at the beginning of this month. I lost a buttload of Data on that one. Grrrrr
     
  13. BasicGreatGuy Contributor

    BasicGreatGuy

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    In the middle of several books.
    #13
    I agree with others. The OP was a jerk to that lady. No excuse for that.

    In the future, either buy the actual Blu-rays or back them up (outside of iTunes) after purchase. Very simple.
     
  14. orestes1984 macrumors 65816

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    Australia
    #14
    maybe if the original poster didn't act like a petulant child they would have had more luck.
     
  15. Jason McAndrews macrumors member

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    Aug 29, 2014
    #15
    Sorry, but no... I work at IBM in Boulder, CO we actually have one of the Apple support desks on campus. These are actual people. It is more than likely scripted. People at this level don't make decisions and thus have very specific things they are allowed to respond with. Likely even to the point it sounds almost like robotic answers. The Apple desk is known for being pretty crazy. They are pretty much blocked off from the IBM campus except their specific room and there are cameras on all the hallways going into the Apple call center (which I guarantee you was at Apple's request as none of the other call centers on the IBM campus have cameras). I know that we don't have the only support center for Apple here but I know that they are probably all outsourced in the same manner.
     
  16. orestes1984 macrumors 65816

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    Australia
    #16
    It amuses me when I ring up in Australia and hit a call centre somewhere in North America, or in the Philippines. I'd say maybe 1 in 20 calls I actually speak to someone with an Australian accent.
     
  17. Jason McAndrews macrumors member

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    Aug 29, 2014
    #17
    At this point it wouldn't surprise me if IBM provides most of the support for Apple in our various locations around the globe. That is most of IBM's business these days. The majority of IBM's Boulder campus which is several thousands of people are support desks for other companies. IBM sold off the hardware side of things to Lenovo and we still do Lotus applications (unfortunately) but IBM is mostly a tech support company. The room Apple is in would hold about 300 or so agents.
     
  18. vigilant macrumors 6502

    vigilant

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    Location:
    Dallas, TX
    #18
    This is probably a dumb question, but does it only give you issues on AppleTV? The reason why I'm asking is I ran into Iron Man showing a slightly different version on the iTunes store compared to what was in the cloud. I was able to download and watch Iron Man in 1080P but I wasn't able to see the iTunes Extras anymore.

    I'd try sending an email to iTunes support pointing out your library and asking for a refund so you can repurchase the movie. I've done this a couple times from accidentally buying the wrong version of a movie, and they've done it for me every time, even months later.

    Just a thought.
     
  19. NY Guitarist macrumors 65816

    NY Guitarist

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    #19
    This is why I get hard copies of whatever I buy, forget this 'cloud' stuff.
     
  20. orestes1984 macrumors 65816

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    Jun 10, 2005
    Location:
    Australia
    #20
    No, if a distributor pulls content from cloud services Apple has to comply. It sucks but that's the rules. This is why you download all of your purchases and keep a backup.

    You can't rely on what you've purchased in good faith, ideally Apple would keep content for those who have downloaded it already but they can't control distributors intentions.
     
  21. d21mike macrumors 68040

    d21mike

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    Location:
    Torrance, CA
    #21
    Please explain why the OP is unable to download movies that are currently still being sold on iTunes? Obviously the distributor did not pull them from iTunes. Both movies mentioned are still being sold. Something is very strange with this entire Thread.
     
  22. laurim macrumors 68000

    laurim

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    Sep 19, 2003
    Location:
    Minnesota USA
    #22
    Probably because one little thing got changed by the movie distributor and broke the link to the movie he originally purchased. It is just basically a web interface, after all. Or maybe the OP didn't actually get the movie from iTunes and forgot about that. He can barely write a literate sentence so my faith in his brain is pretty shaky.
     
  23. JackieInCo macrumors 601

    Joined:
    Jul 18, 2013
    Location:
    Colorado
    #23
    I have this happen with Poltergeist 2 occasionally. It was only a $4.99 movie so I am not too worried about it. Each time it disappears from my purchases, it still shows in iTunes. It only seems to happen to this one movie.
     
  24. Lord Hamsa macrumors 6502a

    Joined:
    Jul 16, 2013
    #24
    If the publisher pulls a title and releases it again under a different XID in the iTunes store, it's not going to show as "purchased' by anyone who bought under the old XID.
     
  25. foobarbazqux, Oct 21, 2014
    Last edited: Oct 21, 2014

    foobarbazqux macrumors regular

    Joined:
    Apr 17, 2014
    #25
    This is why I always buy physical copies of movies. I treat iTunes purchases as more like long-term rentals where I'm allowed to watch them as long as Apple will let me with the added ability to download them and back them up. I've never read the service agreement but I'd bet that it says something along those lines. Apple didn't steal anything.

    Exactly
     

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