The other side of iTunes Store

Apple’s been getting so much crap recently about problems with developer service with iTunes that I just had to share this bit of customer service I got as a customer of the store.

I sent the following two days ago to Apple’s iTunes support:


I just had iTunes 9 ask me to reauthorize my computer after an update and was surprised that iTunes claims I have 5 computers authorized. I’m currently using 3 authorized computers total, and I know I lost 1 authorization a few years ago when I sent my Powerbook for service and the replaced motherboard caused the authorization to disappear. However I’m at loss as to where the 1 additional authorization has gone, and it’s a bit scary that I’m up to the max with just 3 machines running iTunes.

I tried an old workaround of trying to deauthorize the computer a couple times after the authorization to see if the count would have gone down, but that didn’t help.

I wonder if you can see how many of the authorizations have been used recently? I’d at least assume you might be able to notice the authorization destroyed by Apple service hasn’t been used for years, and clean that up from my count.

Thanks, Sulka

and got the following reply after a couple hours:

Dear Sulka,

I understand you are needing the computers on your account to be de-authorized. My name is XXX and I am more than happy to work with you until everything has been resolved to your satisfaction.

I have deauthorized all computers associated with your iTunes Store account. You can now reauthorize the computers that you intend to use.

… snip couple links to support articles …

In the future, if you find you have reached 5 authorizations due to system upgrades, you can reset your authorization count by clicking “Deauthorize All” on the Edit Account Information screen. Keep in mind that you can only use this feature once a year. The button will not appear if you have less than 5 authorized computers or if you have used this option within the last 12 months.

I hope this helps you. If you need further assistance or have any questions, feel free to reply to this email and I will be happy to assist. It was a pleasure assisting you Sulka. We here at the iTunes Store appreciate your business.

Sincerely, XXX, 
iTunes Store Customer Support

My expectation based on dealing with customer support of most companies was that I’d maybe get a reply a day or two later, and that I’d have to fight to get any computers deauthorized. I was slightly stunned that the issue got resolved in a couple hours and just happily went to sign in on a couple of the machines I use with my iTunes library.

Now, the real kicker was the following letter I got today:

Dear Sulka,

This is XXX, with a follow-up. I haven’t heard from you and wanted to make sure that your request was handled to your satisfaction. You’ve truly been a remarkable asset to the iTunes Store Family and as such I don’t want to leave you without any type of resolution, so if you do not respond, I will be closing this request. I hope that you continue to enjoy the iTunes Store and would like to thank you for being such a wonderful member of our family. If you find yourself with any other questions or concerns, please do not hesitate to send me an email.

Have a wonderful day!

This is the most adorable response I’ve ever got from a customer service representative, ever. Yes, it certainly goes a bit over the top telling me how wonderful I am, but I have to confess it made me warm and fuzzy inside. The contrast to the passive-aggressive letters some CS reps are sending that tell me to f*** off with my problem is just so mind-blowing that I just had to blog this. And I can assure the rep will be getting a 5/5 rating when the followup request comes in.

(CS representative name censored.)

Leave a Reply

This site uses Akismet to reduce spam. Learn how your comment data is processed.