I bought the X-Men Trilogy ($38+tax) on Blu-ray which came with digital copies of all 3 movies (remarkable considering The Ultimate Matrix Collection only came with a digital copy of The Matrix). I was indisposed of with a personal situation (I was in the friggen Hospital), I asked someone who shall remain nameless (my Mother) to get me the digital copies and buy chapter 4 of The Adventure of one eskimO ($.99) and gave them my password, told them how easy it was and send them on their way. They come back and tell me it would take too long about an hour so they just left without uploading it to my iPhone. Next day I'm at home and I find an email from PayPal that said I had spend $21.96. It turned out, they bought the three X-Men movies off iTunes for $6.99 each (thankfully on sale), I immediately reported a problem through the email from iTunes my clicking on the report a problem link and using the unintentional purchase option on X-Men and listing out all three movies.
They refunded me the money for X-Men ($6.99) and not the other 2 ($13.98 for X2: X-Men United and X-Men: The Last Stand), I email them back and get no response so I send a couple more. Finally I get a response saying they sympathize with my situation and they would look into it for my and get back to me. I don't get a response on Monday, send them a small email asking for an update and again on Tuesday with more detail and stating my case again.
Today I call them, at there 1-800 support line, say "iTunes" and get put through to their "iPod" support line and am on hold for 5 minutes. I ask the guy, this isn't the iTunes support line and he says no worries I can help you, can I get your serial number of your iPod and I tell him I have an iPhone, he then tells me he has to put me through to the "iPhone" support and I tell him its about an "iTunes" purchase and he tells me that they can help me and not to worry, I get put on hold and have to wait yet another 5 minutes. Finally some picks, they ask for my "iPhone" serial number and I tell them its about an "iTunes" purchase, he says, I can help you, don't worry...I tell him my serial number and phone number (also ask for an alternative), he then tells my sorry, your over your 90 days I can't help you with anything related to your "iPhone" your over your 90days and I tell him this isn't about my "iPhone" and he asks me whats wrong then and asks me a couple of times to re-explain what happened. He then says, to hold he needs to talk to a supervisor and puts me on hold for about 15 minutes. When I finally get someone on the line I have been on the line for 30 minutes (on the dot, as in time displayed on my phone), the guy I talk to now really does not seem to bright, he has no idea what digital copies of movies are, how you get them and wants me to explain to them how I put them on my iPhone (I'm about to start crying at this point), a couple of times he implies that I'm pirating the movies that you can't buy movies for the iPhone at CostCo and finally when it sounds like I'm crying he says he needs to transfer me again to *shock and awe* the "iTunes purchasing department" and it may take a while because he needs to relay what I told him and he needs to clear up somethings about digital copies agian, but he pretty much just gets out of it that I bought the movies on iTunes and am suffering from buyers remorse, before I can correct him I get transferred and am on hold yet again.
The guy I was talking to comes on again and says he has someone on the line and that he couldn't explain my situation to her and that I needed to again. After the long explanation, the person from the purchasing department says I see in your account that you went through the automated system and that you were refunded, I then explain that was just for one movie, not all three, she then said the system used your one time refund and that all sales are final and I say in the most polite terms, the hell they are I already purchased the movies and the rights to the digital copies from CostCo. She then tells me there is nothing she could do and I ask her to put me through to someone who could, she then tells me that no one could and that the system was automatic and there was no way for anyone to refund me, I tell her so your stealing $13.98 from me. I tell her there is no way I'm going to let them get away with stealing money from me, she offers me credit for about half the value of the 2 movies (a couple of songs or videos). I follow up that I wanna escalate this to a manager and that I want to talk to one, she tells me she can arrange a call back and I ask if there is one there and she tells me that there are no managers there for me to talk to. I settle for the call back at which point the call is lost. I wait a half hour for a call back, but low and behold, no one ever does so I call back, tell them to cut the crap and just look up my account, they gave me a case number and here we are. WTF, they call that a service!
I <3
Besides iPhone apps and The Adventure of one eskimO I DO NOT BUY things from iTunes.
Summary:Bought movies (X-Men Trilogy Blu-ray w/ digital copies) and was in Hospital. Asked Mother to get digital copies, next day find out own iTunes versions, because mom bought them instead of getting digital copies. Use Report a Problem feature, get refunded for one and not the other two. Email them a couple of times get one response, wait email, wait email. Call them, given the royal run around and accused of pirating movies and then told your screwed and no one can help you. Ask to talk to higher up, but told no you can't. Try to schedule a higher up call back, get disconnected. Call back cut through about as much red tape as I can schedule call back and get my case number. Now your up to speed.
They refunded me the money for X-Men ($6.99) and not the other 2 ($13.98 for X2: X-Men United and X-Men: The Last Stand), I email them back and get no response so I send a couple more. Finally I get a response saying they sympathize with my situation and they would look into it for my and get back to me. I don't get a response on Monday, send them a small email asking for an update and again on Tuesday with more detail and stating my case again.
Today I call them, at there 1-800 support line, say "iTunes" and get put through to their "iPod" support line and am on hold for 5 minutes. I ask the guy, this isn't the iTunes support line and he says no worries I can help you, can I get your serial number of your iPod and I tell him I have an iPhone, he then tells me he has to put me through to the "iPhone" support and I tell him its about an "iTunes" purchase and he tells me that they can help me and not to worry, I get put on hold and have to wait yet another 5 minutes. Finally some picks, they ask for my "iPhone" serial number and I tell them its about an "iTunes" purchase, he says, I can help you, don't worry...I tell him my serial number and phone number (also ask for an alternative), he then tells my sorry, your over your 90 days I can't help you with anything related to your "iPhone" your over your 90days and I tell him this isn't about my "iPhone" and he asks me whats wrong then and asks me a couple of times to re-explain what happened. He then says, to hold he needs to talk to a supervisor and puts me on hold for about 15 minutes. When I finally get someone on the line I have been on the line for 30 minutes (on the dot, as in time displayed on my phone), the guy I talk to now really does not seem to bright, he has no idea what digital copies of movies are, how you get them and wants me to explain to them how I put them on my iPhone (I'm about to start crying at this point), a couple of times he implies that I'm pirating the movies that you can't buy movies for the iPhone at CostCo and finally when it sounds like I'm crying he says he needs to transfer me again to *shock and awe* the "iTunes purchasing department" and it may take a while because he needs to relay what I told him and he needs to clear up somethings about digital copies agian, but he pretty much just gets out of it that I bought the movies on iTunes and am suffering from buyers remorse, before I can correct him I get transferred and am on hold yet again.
The guy I was talking to comes on again and says he has someone on the line and that he couldn't explain my situation to her and that I needed to again. After the long explanation, the person from the purchasing department says I see in your account that you went through the automated system and that you were refunded, I then explain that was just for one movie, not all three, she then said the system used your one time refund and that all sales are final and I say in the most polite terms, the hell they are I already purchased the movies and the rights to the digital copies from CostCo. She then tells me there is nothing she could do and I ask her to put me through to someone who could, she then tells me that no one could and that the system was automatic and there was no way for anyone to refund me, I tell her so your stealing $13.98 from me. I tell her there is no way I'm going to let them get away with stealing money from me, she offers me credit for about half the value of the 2 movies (a couple of songs or videos). I follow up that I wanna escalate this to a manager and that I want to talk to one, she tells me she can arrange a call back and I ask if there is one there and she tells me that there are no managers there for me to talk to. I settle for the call back at which point the call is lost. I wait a half hour for a call back, but low and behold, no one ever does so I call back, tell them to cut the crap and just look up my account, they gave me a case number and here we are. WTF, they call that a service!
I <3
Besides iPhone apps and The Adventure of one eskimO I DO NOT BUY things from iTunes.
Summary:Bought movies (X-Men Trilogy Blu-ray w/ digital copies) and was in Hospital. Asked Mother to get digital copies, next day find out own iTunes versions, because mom bought them instead of getting digital copies. Use Report a Problem feature, get refunded for one and not the other two. Email them a couple of times get one response, wait email, wait email. Call them, given the royal run around and accused of pirating movies and then told your screwed and no one can help you. Ask to talk to higher up, but told no you can't. Try to schedule a higher up call back, get disconnected. Call back cut through about as much red tape as I can schedule call back and get my case number. Now your up to speed.
