Author: Sulka

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:

Hi!

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.)

WoW.com sort of picked my WoW guild for their 15 Minutes of Fame series and I was featured as a WoW player. I guess the interview turned out well, and it even includes criticism of the game! Gasp! :D

The latest big patch in WoW (3.2) implemented a change which has interesting (albeit probably small) virtual economic implications:

Players will now be able to trade soulbound items with other raid or group members that were eligible for the loot. This system will work like the Item Buy Back system and allow 2 hours for players to trade an item after it has been looted. Players who choose to enchant or add gems to the item will get one last confirmation before losing the ability to trade the item.

Prior to this, most of the better items looted from dungeons were bound on pickup, meaning the item never became part of the trade economy of the game. With the new change, you can actually loot items and barter on the item after returning from the dungeon.

From economic perspective this is a small thing, but I’m sure some users will start to take advantage of this at least in PUGs that use Need Before Greed, as you can now not only ninjaloot the item, but also blackmail someone who’d wanted the drop for more than the resale value of the item. Of course that won’t win you any friends but I can’t see that stopping people from abusing the system.

As reported by Lum, CCP is putting out an a console-based FPS MMO which is tied into Eve, both thematically, as well intertwined game mechanics. Gamasutra has some more details. This is very cool, and if the interaction mechanisms between Eve and Dust 514 (what an odd name?) are even remotely well done, I think it’ll be a smash success.

One detail I’m extremely interested to get to know more about is how the economic tie-ins are going to work. Gamasutra’s report states "Players in the PC MMO can "fund mercenaries and give them goals" in the console title" which indicates you can transfer ISK between Eve and Dust. What strikes me as potentially complicated is how you balance the two, given some parties in Eve can transfer megabucks, while in an FPS it doesn’t necessarily make sense to make players have more cash than necessary to handle the dude you’re playing. An obvious design workaround to this would be that you need to equip whole squads of troops with your money (burns more cash) and not get to play any personified individuals during the game, but lack of personified avatars would reduce the amount of emotional attachment to the game.

Anyway, good job CCP – hope you’ll do fine with the game.