Sara T:
Thanks for contacting iTunes. My name is Sara T. Please give me a moment to look over your information.
Ferdinand:
682012275
Ferdinand:
i need to either be refunded for theses two movies or need them put back
Sara T:
Thank for the case number Ferdinand I am just reviewing that now and I will be right back with you
Sara T:
Thank you for your patience, I understand the movies Ironman 2 and Thor were unable to be downloaded again in iTunes in the Cloud and we attempted to manually restore them but were unable to do so, is that correct Ferdinand?
Ferdinand:
are u still there
Ferdinand:
yes
Sara T:
Thank you Ferdinand I am sorry those were not able to be restored manually again as I can understand how frustrating that can be.
Ferdinand:
why those specofic movies
Ferdinand:
i have over 200 movies with you guys
Ferdinand:
if this is an issue then thats it i wont purchase anymore movies
Sara T:
That is a good question! Since content providers are often updating content to provide better quality versions or to add extra features, they will often release new versions of the movies.
Ferdinand:
not my problem already purchased them
Ferdinand:
if i buty in the store they cant come to my house and take what i already purchased
Sara T:
Did you possibly have a backup of your purchases Ferdinand? If so those purchase should still be in the backups and can be added again to your library.
Ferdinand:
they are not there
Ferdinand:
they should be a device that dowloads each movie as u buy them into hardware if thats the case
Ferdinand:
i have plenty of movies thet were upgraded and i still have them
Sara T:
I am checking with a few resources now to see if we can find another option to get those restored or possibly refund for you.
Ferdinand:
ok thank you
Ferdinand:
its not like music you miss a song cost you 1.29 these movies cost 20 not cheap
Ferdinand:
and why isnt in the cloud
Ferdinand:
it advertises that all movies be in this cloud
Sara T:
When content providers update content or remove the original purchases from the iTunes Store, the original version is no longer available to be downloaded in the iTunes in the Cloud.
Ferdinand:
i just cant deal i love film and im a collector
Ferdinand:
not my problem
Ferdinand:
i bought it
Ferdinand:
i have rights
Ferdinand:
again i have plenty of movies that were updated
Sara T:
We always recommend backing up your purchases Ferdinand, that will ensure that if content is updated in the iTunes store you always have a backup copy for it as well.
Ferdinand:
doesnt state that anywhere on apple tv
Ferdinand:
not even when you purchase the movie
Ferdinand:
and i buy all movies straight from apple tv
Sara T:
Ferdinand, I checked with other resources and we were unable to restore them again. I again apologize for that.
Ferdinand:
dont understand why
Ferdinand:
so you stole 40 dollars
Ferdinand:
where does it say u have to back up movies
Sara T:
When content is modified significantly from its original release by a content provider, we are unable to provide a different copy or a refund for that content. For this reason, we recommend backing up all downloads to prevent any data loss should content be removed from the store.
Sara T:
You may review the iTunes terms of service, where these recommendations are listed at the following link:
http://www.apple.com/legal/internet-services/itunes/us/terms.html.
Ferdinand:
so you stole 40 dollars
Sara T:
If you would like to leave feedback about this policy, I recommend doing so at the following link:
http://www.apple.com/feedback/itunesapp.html
Ferdinand:
and that legal crap so you can get away with it
Ferdinand:
you lost a customer
Ferdinand:
will not stop here
Sara T:
I can also suggest reaching out to the content providers for the movies as well as they should have other options to update the purchases.
Sara T:
Also note that Apple does not offer protection for the loss of data from your hard disk. Therefore I recommend that you back up your iTunes library as soon as possible, and thereafter on a regular basis. I'm including backup instructions. iTunes: Back Up Your Itunes Library By Copying To An External Hard Drive:
http://support.apple.com/kb/ht1751 iTunes: About iOS Backups:
http://support.apple.com/kb/ht4946 Choosing An iOS Backup Method (Should I Use iTunes Or iCloud To Back Up My iOS Device?)
http://support.apple.com/kb/HT5262
Ferdinand:
nope you sell a product your responsible i m done and i will report this matter to every website i can find dicourage people from buying movies from apple tv
Ferdinand:
that should come up when you buy the MOVIE!!
Ferdinand:
it doesnt
Ferdinand:
i bet you will now
Sara T:
I will submit that feedback for you Ferdinand.
Sara T:
Please know that the content providers have full control over their applications. If they remove the current version and then replace it with a different version without an update iTunes will consider it a brand new item.
Ferdinand:
i hope you do im very upset that my libary is in jepordy of being lost
Ferdinand:
i have plenty of movies that were updated
Ferdinand:
still there
Ferdinand:
not an excuse
Sara T:
If you back up your purchases any loss should be prevented.
Ferdinand:
ok now
Ferdinand:
but what happen 200 movies ago when i bout my first movie from apple tv
Ferdinand:
it doesnt say it
Sara T:
That information is listed in iTunes terms of service page.
Sara T:
Are you still there?
Sara T:
We have not heard from you for some time. Do you wish to continue to chat?
Sara T:
Since we have not heard from you for some time, we will now end this chat. Please click to chat with us again if we can be of further assistance.
If you need more help later, open this case. You can then start a new chat session or choose another support option.
