Friday, 24 October 2008

Dear Ronald, The first rule of customer service is...

Last Sunday evening I decided that rather than get dressed and drive to Blockbuster, I'd sit at my computer and rent a film off iTunes. I paid, started downloading, then to my HORROR and DISMAY, an error came up which said the file was corrupted. Did a few forum searches, turned out it's pretty common, so in the end I emailed Apple and asked for a refund. I have to admit I was impressed with the customer service over all, however, there is one detail they couldn't quite get right...
 
 
From: musicstore_mac_uk@apple.com [mailto:musicstore_mac_uk@apple.com]
Sent: 21 October 2008 00:38
To: joanna@myemail.com
Subject: Re: This movie never finished downloading


Dear Joanna,

I'm sorry to hear that "27 Dresses" did not download successfully. It looks
like it is still posted to your account and awaiting download, so you should
be able to restart the download by following these steps:

---blah blah blah--
 

Sincerely,

Sue
iTunes Store Customer Support
http://www.apple.com/support/itunes/ww/

-------------------------------------------------------------
 
 From: joanna@myemail.com
Sent: 21 October 2008
To: musicstore_mac_uk@apple.com [mailto:musicstore_mac_uk@apple.com]
Subject: Re: This movie never finished downloading
 

Hi Sue,

My ISP is BT and it's a DSL connection.

I tried the suggestions you gave many times and have also tried the other
suggestions found on forums, deleting the temporary files and restarting
the download, but it still stops at 850.0 MB and the error
message still pops up the download cannot be completed, parts of the file
seem to be corrupted (error 8008).

I'd be happy just to get a refund to be honest, seeing as the time I wanted
to watch this was last week and I haven't been able to. From looking at
forums it seems to be a common problem with iTunes rentals. I'll just avoid
them in future.


Jo

 
 ---------------------------------------
From: musicstore_mac_uk@apple.com [mailto:musicstore_mac_uk@apple.com]
Sent: 22 October 2008
To: joanna@myemail.com
Subject: Re: This movie never finished downloading
Hello Sure,

My name is Ronald and your request has been assigned to me.

I understand that you haven't been able to download your movie rental purchase of "27 Dresses".  I see that it is because of error 8008.   I'm sorry to learn that this movie did not meet the standard of quality you have come to expect from the iTunes Store.  I know how frustrating and disappointing this would be.  Not to worry, i will be happy to help you with this.

At your request, I have removed the movie from your downloads and have reversed the charge for the rental.

You will see a credit of £3.49 in three to five business days.  I have also submitted this movie rental file for investigation. The provider of this movie rental file will be contacted and notified of he possible corruption in the file so that they can correct it.  I apologize once again for the inconvenience and frustration that this has caused.

Also, I wanted to let you know that you might be receiving a survey from Apple shortly that pertains to the service that I provided you with this situation. I'd really appreciate the feedback if you have the time because I really want to make sure that my customers are at least satisfied with the service I provide, even if an issue is out of my hands.

If you have any further questions or concerns, please do not hesitate to reply to this email.  I will be happy to help.

It was a pleasure assisting you today Sue. Thank you for being such a valued iTunes customer and have a pleasant day.

Best Regards,

Ronald
iTunes Store Customer Support
California
---------------------------------------------------------
From: musicstore_mac_uk@apple.com [mailto:musicstore_mac_uk@apple.com]
Sent: 23 October 2008
To: joanna@myemail.com
Subject: Re: This movie never finished downloading
Hello Sue,

I am very sorry to bother you today but this is just a quick follow-up. I hope that you received my email letting you know that I had refunded your purchase of the movie rental "27 Dresses" and submitted the file for investigation so that the provider of the content could be contacted and informed of the error affecting downloads.  
Your satisfaction is very important to me and I just wanted to make sure you received this information.

If you have any further questions or concerns, please do not hesitate to reply to this email.  I will be happy to help you.

I wish you the best Sue, and hope you have a great week! Take care!

 

 

 

Ronald
iTunes Store Customer Support
California

Please Note: I work Sun-Thurs 6am to 3pm (PST)

Thank you for allowing me the opportunity to assist you.

 
---------------------------------------------------
From:joanna@myemail.com Sent: 21 October 2008 00:38
To: musicstore_mac_uk@apple.com [mailto:musicstore_mac_uk@apple.com]
Subject: Re: This movie never finished downloading

Hi Ronald,

 

I received your emails, thanks for sorting out the problem so quickly and with no fuss. I have found the Apple iTunes customer service to be very helpful. However, seeing as you asked, I do have one concern,  which is the fact that my name has mysteriously changed from "Joanna" to "Sue" within the course of the help process, scroll down to the first email and you will see it happen before your very eyes! This is despite me signing my name as "Jo", my email address being Joanna@myemail.com and the name "Joanna My-Secondname" coming up alongside it in most inboxes.

 

Don't worry about it though, usually when people get my name wrong they call me Joanne or Joe, and then I really kick off. So Sue makes a nice change.

 

Anyway, have a good weekend!

 

Jo

---------------------end------------------------------
 
 
And the saga continues....next week...will Jo's own mother get her name right?

13 comments:

Robbie said...

Hi Sue,

Should you want to watch that movie (or any other movie or any other tv show in fact) then go here
surfthechannel.com
You can watch your favourite films and tv shows hours after they hit American screens.
No more stupid 8+ month US-to-UK delay.
Nice.

Rob
free stuff for everyone customer service ;)

Please Don't Eat With Your Mouth Open said...

Hi Bobbie,

Thanks for your suggestion. I'll be sure to check that website out when I'm next looking for something to watch. Thanks for the help, Bob.

Kind regards,

Sue

Lynx said...

At least when you become a teacher all your pupils will have to call you Ms Surname, so they can't get your first name wrong!

fwengebola said...

ItUNES DO MOVIES???!!!

rosiewishes. said...

Not only are you Sue, but you're also Sure at one point!

I hope that the next email is from Sue, calling you Ronald.

Please Don't Eat With Your Mouth Open said...

lynx - Oh god...the surname's another matter entirely. Double barrelled just doesnt seem to work with most of the hearing world's population. The varitions on it are incredible.

fwenge - SHIT THE BED! Yep, enjoy...

Rosie - Yeah I quite liked Sure. So that's two different names, really... even more impressive!

theperpetualspiral said...

I can't believe that someone else got your name wrong Jennifer. What is the world coming to?

Please Don't Eat With Your Mouth Open said...

Word, check out Ronald's reply this morning:

Hello Jo,

First of all I would like to apologize for referring to you as "Sue" in my previous reply. This was the name of a previous agent who had responded to you and I mistakenly thought that this was your name. Once again I apologize for this mistake. You are a very important customer and your satisfaction is very important to me.

I was also happy to refund your movie rental purchase. I hope that it is corrected soon by the provider so that it can be downloadable.

I hope that you continue to enjoy the iTunes Store and that you have a wonderful day!


Best Regards,

Ronald
iTunes Store Customer Support
California


Haha. I reckon I need compensation for hurt feelings.

Mouldy-Old-Tartlet said...

Coo eck that Ronald - sounds like he's a bit of a clown ...

Gerrit?? (ha ha)

Time traveller said...

Hey - just a thought. I got my BT broadband rental down to £5 by ringing the 'customer retention' number. I think the £5 offer has expired but you could still get it for £10..

0800 328 673 812. Be a sneeky one and ask how much you pay currently as you were thinking about going with Virgin ;)

Please Don't Eat With Your Mouth Open said...

m-o-t ...wah wah wahhhhhhhhh boom boom tish!

ahhh timetraveller...sneaky sneaky! Will pass that one onto my dad...he deals with all that stuff. Good shout!

Anonymous said...

having the same issue with 27 dresses today...they clearly havent fixed it!

Outsource Call Center said...

Nice post! I believe that, Customer service is vital to the success of any business. Despite how good your product or service is, customer service can make you up or it can break you. So you better treat your customer in a very nice way. Anyway, thanks for sharing this post.

-mel-

 

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