Thumbs up for Apple iTunes Customer Support!

Apple’s customer service sometimes seems like a two-headed monster. When it’s bad, it’s very bad but when it’s good, it’s about as good as it can get. I have only had the need to contact them on one occasion, which was about a week ago. I had downloaded some TV programmes from the iTunes store as my limited access to Swiss TV was becoming overloaded by Champions League football and a marked drop in the number of programmes being shown with an English soundtrack option.

In particular I’d earmarked The Red Riding trilogy shown earlier this year in the UK, which had good reviews and had captured my imagination. When I was back at home a couple of weekends ago I took the opportunity to download the 3Gb of programming, along with some other goodies, and was looking forward to watching the trilogy over a few nights the following week.

On my return to Zurich, I noticed that iTunes was showing duplicates of each of the episodes and given my lack of hard disk spaces I did a clean up. When I then came to watch the shows I got an error telling me that the originals were no longer available. And because my iTunes library already weighs in at 70Gb, I had excluded it from my Time Machine backups.

So no Red Riding…

I contacted Apple Support and detailed the problem in an email. Within a couple of days I received a reply from Arran asking confirming his understanding of the problem and asking me for the order details. I was a little busy at the time, and didn’t get round to replying immediately, but 24 hours later I got a second mail repeating the request. This time I managed to send a reply, and within a few hours the shows were made available to me again at no charge.

With limited bandwidth, there was no way that I could download the material while still in Zurich, so I wrote back asking if there was any time limit for downloading the replacements, and indicating that I would be able to perform the download within a fortnight. Again I received a reply within an hour or so, confirming that this was not a problem, and that the shows would be available for download for as long as required.

Last weekend I finally got the material back onto the laptop and I’m looking forward to finally getting round to watching the series. I hope it’s going to be worth all the effort!

Update:

Between writing this entry and actually publishing it, I’ve had a second opportunity to put the iTunes support guys to the test, and once again they’ve come up trumps. I downloaded the Sgt.Pepper’s Lonely Hearts Club Band album by The Beatles on my iPad to mark the occasion of The Beatles music finally being available for download. Everything seemed to work OK but when I later linked the iPad to the MBP only the video was there – all the songs were missing. This time I contacted support via the Report a Problem in iTunes, but the outcome was very similar. Some mails acknowledging the problem and confirming the issue and a day later a mail explaining that the missing material was available for me to re-download at no extra cost.  Thanks to Daniel on this occasion.

I’ve also managed to lose Red Riding again, but this time I know there’s a backup at home!

Back to Reality

After all the excitement of last night's iPad announcement (and thankfully an end to all the speculation and rumour mongering - for now!) it's time to wake up and smell the roses. The real world is still out there and Apple still has an existing product line to support. I see an increasing number of problems being reported in the press, in blogs and on Apple-related forums, that seem to suggest that the famous Apple quality standards may be slipping ever so slightly. An example is the serious issues with the latest 27inch iMacs which have seen numerous shipping delays. It's a fact of life that a business that built its reputation on the combination of innovative, elegant and high quality products cannot afford to let any one of those attributes be compromised. Of course, it may simply be that increased market share, as well as increasing numbers of products just means that there is more exposure of problems.

Traditionally Mac users have been very product aware. They don't just use their computers and software, they explore the systems and their possibilities and they understand the subtleties and nuances that make Macs so powerful. As more people migrate to Apple from traditional PC brands and Microsoft Windows we shouldn't necessarily expect that pioneering spirit to envelope the new breed of user.

So where am I going with all this?

My networking problems, documented in other entries in this blog have re-emerged, and I cannot find a satisfactory solution. However, I now find that I'm far from alone, which in some ways gives me comfort - working on the old adage of a problem shared being a problem halved (or even solved!). None of the suggestions that I've seen and tried have provided more than slight relief, and all of them involve tinkering with esoteric advanced network settings. Since this is a new problem (new in the sense that it didn't exist in my system six months ago) and is repeatable in other people's, differently configured, systems, the logical conclusion is that it is an OS bug that is causing a network failure.

What bothers me is that I never see any Apple presence on the Apple support forums, so we never know whether any of these problems are investigated at Apple HQ. Worse still, there is no way I can see for a normal user to be able to report a bug, other than as a result of a system crash - no crash no bug!

Apple needs to improve its customer facing support service to provide us with some reassurance that our problems are being investigated and that solutions, where applicable, are being sought. I'm on about genuine problems here, not the ones that plague support forums because people are too lazy or stupid to figure things out for themselves by picking up a book or doing a search on the internet.

Reputations built on quality will disintegrate overnight if that quality is compromised. Caveat Apple.