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/

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 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

 

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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

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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.

 

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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

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