A TV stole dollars worth of movies from my collection

[trucker77]

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 .

 

[tobefirst ⚽️]

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.

 

[LethalWolfe]

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.

 

[Toltepeceno]

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.

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.

 

[trucker77]

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

 

[d21mike]

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.

 

[trucker77]

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

 

[betman]

What exactly changed that made it a "new item" in iTunes?

 

[LethalWolfe]

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

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).

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

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.

 

[Plutonius]

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.

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 .

 

[laurim]

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

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.

 

[skveezer]

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...

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

 

[Apple_Robert]

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.

 

[orestes1984]

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.

maybe if the original poster didn't act like a petulant child they would have had more luck.

 

[Jason McAndrews]

if you really read thru the texted/chat, you will (or should) begin to realize you were actually "chatting" with a software program.

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.

 

[orestes1984]

I know that they are probably all outsourced in the same manner.

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.

 

[Jason McAndrews]

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.

 

[vigilant]

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.

 

[NY Guitarist]

This is why I get hard copies of whatever I buy, forget this 'cloud' stuff.

 

[orestes1984]

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.

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.

 

[d21mike]

No, if a distributor pulls content from cloud services Apple has to comply. It sucks but that's the rules.

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.

 

[laurim]

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.

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.

 

[JackieInCo]

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.

 

[Lord Hamsa]

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.

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.

 

[foobarbazqux]

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.

Ferdinand:
if i buty in the store they cant come to my house and take what i already purchased

Exactly