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Apple wiped all my purchases. Lost all apps & media.

I've emailed Tim, Eddy Cur and Phil Shiller and general support today. Just in the rare chance it works.

I had a reply almost instantly. I've started a dialog and they are considering a middle ground offer to get this fix. I've offered to forget about any Media. I have most my Videos, TV & Music backed up. One or two I don't have I'm willin to let go as I can probably just get them on Netflix.

Music, I have Spotify. And mostly backed up to google music anyway. The few songs I don't. I can let go.

I have suggested that they do the following to fix it as a sign of good faith that they made a mistake.

Change the email for my current account.

Make a new Swedish account with my email.

Gift this account with as many of my old apps as possible.

Allow me to backup just ones I can't get gifted.

Abandon or destroy my old account.

This will correct their mistake and leave me happy And restore my trust in Apple's system.

I don't expect to get all of it. But at least meeting somewhere between would be nice. Some kind of acknowledgement of a mistake.

Anyway we'll see how it goes. I'll keep you guys updated.


P.S VPN won't work because its not GEO-IP. I've been using the UK store fine in Sweden. It's just when the account was changed to be a Swedish one it blocks you from the UK store. Regardless of locale.
 
I tried ringing them again and just got off the phone.

They are refusing to help, they say I don't transfer purchases because of policy.

I've lost it all. I don't know what to do next. I bet if this got published somewhere, Apple PR would come down on them like a ton of bricks and there would suddenly be a way to fix it.


But as it is I will have to create a new account and repurchases all my iOS & Mac apps, Music, FIlms & TV Shows.
 
drcreek said:
I tried ringing them again and just got off the phone.

They are refusing to help, they say I don't transfer purchases because of policy.

I've lost it all. I don't know what to do next. I bet if this got published somewhere, Apple PR would come down on them like a ton of bricks and there would suddenly be a way to fix it.


But as it is I will have to create a new account and repurchases all my iOS & Mac apps, Music, FIlms & TV Shows.
Click to expand...

I know what I would do, first not buying anything again, I know in Europe it is not common to get a lawyer but you might have to later down the road, you have prove you bought stuff, can't loose I think.
But, before this many other things can be done, what about calling some papers, sending a mail again to Tim, Ombudsman if there is one in Sweden, plenty of options.
It's not your fault they messed up, I think what is going on here is that Apple lost the Data somehow and they do not know what you purchased, now they are in a difficult position and the easy way out is just saying we can't help or maybe ignoring this case.

At least take the time to think about what to do next instead of excepting it.
 
I might missed in the posts before but did you tried to change back to UK with the payment method NONE ? I think you don't need a credit card or voucher for having an account created/changed.

But I'm with you, I also kind of lost my movies from my former country when moving to my new one. It's pain with digital content. I can still watch all my DVDs i bought years ago. But not the movies I bought via iTunes. i stopped buying. At least my music files are all updated to DRM free format.
 
ChristianJapan said:
I might missed in the posts before but did you tried to change back to UK with the payment method NONE ? I think you don't need a credit card or voucher for having an account created/changed.

But I'm with you, I also kind of lost my movies from my former country when moving to my new one. It's pain with digital content. I can still watch all my DVDs i bought years ago. But not the movies I bought via iTunes. i stopped buying. At least my music files are all updated to DRM free format.
Click to expand...

That's fine for films & music.

What about apps that need updating.

Also I can't select none. Because I need an Address. Putting a fake one is against T&C and would break my chances of getting it fixed. They can just come back and say you broke T&C, we won't help you.
 
I've phoned them again.

They started stating it's impossible. Even though it was perfectly possible for me to get in to this problem.

Then the supervisor hung up on me. I don't believe it.
 
That really sucks. I didn't want to be right but I thought this is what they'd do. All I can suggest is make a noise about this. Also, jailbreak and "recover" your apps that way. Maybe the next phone upgrade consider switching away, they don't deserve your money. Crooks.
 
Update.

They fixed it.

It is back and they even gave me £100 credit to say sorry.

It seems I got help from the top floor…

Such a relief to get my stuff back.
 

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Glad to hear ... Your patience payed off and have your content back. I also hope that Apple adopt a bit their policies and open up; specially with transfers between accounts in different countries.
 
I'll bet that's a relief. Shouldn't really need someone swooping down from above to fix it though. Glad you've got it sorted.
 
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