My fight with Apple regarding itunes

This one's a bit long, but I had a couple minutes during lunch today to post, and in my e-argument with Apple, I threatened to post this conversation online should they choose to fail in the customer support category (which, they did).

Long story short - I had a bunch of Amex Rewards points from my old Corporate Card that I cashed in after I changed jobs last year, some of which I took in itunes gift cards (so I thought...they were actually itunes "credits")

What can I say? I write letters. And emails. And complain when I feel wronged. I need to figure out a way to complain less.

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ME TO APPLE

I had 200 itunes credits that I inputted into my account last summer. I know I haven't downloaded 200 songs (there's probably about 40-50 left), but the credit is no longer showing on my account and new purchases seem to be billed to my credit card. What happened? Please fix this. Thank you. (plus any purchases I'm making today I feel should be credited back to my credit card and song credits should be debited from my remaining song credit)son

Jason

APPLE TO ME

Dear Jason,

I'm sorry to hear that the promotional song codes you received have expired and are no longer listed on your account.

These codes expired on 24 April 2007. I regret to inform you that the iTunes Store does not supply replacement song codes for unused promotional song codes that have expired. When you redeem song codes, a message will confirm your account has been credited and that the song credit(s) added to your account must be used by a certain date, which is when the song credit(s) will expire.

Please contact AMEX for information about this promotion. Your credit is updated in iTunes every time you sign in to the iTunes Store. If you haven't signed in to the iTunes Store recently, your credit may display an outdated number.

To sign in and display your current credit amount: 1) Sign in to the iTunes Store. If you're not sure how to do this, click this link: http://phobos.apple.com/accountSummary The iTunes application will launch and the Sign In dialog will appear. Enter your account name and password then click Sign In. 2) Your updated credit amount will appear in the upper-right hand corner next to your account name. Be sure to sign in to the iTunes Store on a regular basis to update your credit amount, since your credits may have expired. Apple appreciates your business and wants you to have the best possible experience with the iTunes Store. Sincerely, RillaiTunes Store Customer Support

ME TO APPLE

I am sorry, but this answer is entirely unacceptable to me.

I had no understanding that these were promotional codes and subject to expiration.

With all of your sophisticated software, predicting songs I might like, detecting versions of itunes software, showing song purchase history - the least you can do would have been notifying me with a simple on-screen pop-up that my songs were going to expire. I would have redeemed them immediately.

My first redemption using my 200 song credits I earned through Amex's Membership Rewards program was on August 20th. I cannot contact Amex regarding this situation (as you requested) because I no longer hold that Amex account. Plus, an 8 month expiration period seems awkward.

Now I am left with a sour taste in my mouth regarding Apple. I have purchased two ipods, both with Apple Care plans. I have spent lots of money in your itunes storefront. Now you're telling me that 45 or so song credits which "expired" and cost you next to nothing to reinstate are not valid?

You mention that Apple "appreciates" my business. Well, you have some serious reparations to do if you would like to keep me as a customer. Consider my purchases this week the final dollars you will see from me until you fix this.

Jason

ME TO APPLE, AGAIN

Has this fallen on deaf ears with your customer support division? You have deeply disappointed me, Apple. I expect a response and a resolution to my satisfaction before I begin posting this message on my and my network of blogs.

Jason

APPLE TO ME

Hello Jason,

I can certainly understand your frustration of not being able to utilize your redeemed song credits on the iTunes Store because your song credits have expired. The code that you have received was not an issued redemption code from Apple/iTunes. We are not held responsible for expired third party song codes.

Upon redeeming codes on the iTunes Store in exchange for song credits, you are prompted with a display screen displaying the expiration date of the recently redeemed song code. I regret to inform you that I will be unable to grant your request for reimbursement of your expired credits.

Below is a short explanation between the difference between song codes and gift certiciates/cards. Song codes: Depending on the promoter, the codes can be redeemed for a variety of number of song downloads. In this case, each code redeemed credits the your account with 50 single song downloads. These credits can not be applied towards the purchase of albums, audiobooks, videos, or iPod games. These credits do have an expiration date, and is usually printed on the back of the song card.

Gift certificates: Gift certificates can be purchased in denominations ranging from $10-$200. Gift certificates when redeemed can be used towards the purchase of any items on the iTunes Store except for gifting items to another person/account and purchasing other gift certificates. Since you actually credit your account with a dollar amount upon redemption of a gift certificate, as stated previously, there is no expiration date. With that said, I regret to inform you that I will not be able to provide you with replacement codes. I recommend contacting the place of purchase to pursue possible reimbursement.

ME TO APPLE

It would have been nice to see a little icon that displayed how many song credits I had remaining right next to another little icon explaining that these codes were expiring, or how many days I had left to redeem. I would have cashed them all in right then and there, and we'd all be satisfied. As a consumer, it becomes very difficult to discern the difference between a song credit and a gift certificate. I thought I had the latter.

I CHOSE to redeem Membership Rewards points with you, Apple, not one of their many other options. I then viewed the servicing of these song credits as a relationship with Apple solely, assuming that they did not expire, or if they did - you would notify me.

It's very surprising to me that over a stupid like $40 matter, you're not willing to extend any form of a courtesy credit and jeopardize my relationship with you as a consumer. Passing the buck to Amex is an unfair way to solve the problem and remove liability. You should know better than that. I am an extremely brand loyal person, but I am not above taking my business elsewhere, and have done that before with retailers if I viewed them as turning their back on me as a customer with a complaint.

Jason

APPLE TO ME

Hello Jason,

I sincerely apologize for the frustration you have experienced as a result of this situation. I realize that you have been a loyal Apple customer and we don't want to see you go. However, we are unable to make an exception to our sales policy in this case and will be unable to assist you further with this issue. Please feel free to contact us if you experience any difficulty with the iTunes Store in the future.

ME TO APPLE

Thanks. I won't be experiencing any difficult with the iTunes store, because I won't be using it. You have received my final dollar.

Your lack of valuing me as a customer is alarming. Goodbye, Apple.

Jason