Via Frank Shaw, I read this report from Wil Wheaton about his saga to recover his lost iTunes music library. The short version: Computer crashes. WW installs iTunes 7. Plugs in iPod. iTunes library vanishes. WW posts rant on blog. Apple calls and makes good:
A very kind woman named Kate called me, and told me that she’d read my blog about my problems with my purchased music. … She said that Apple wants to keep their customers happy, and ensure that they’ll be confident purchasing things from the iTunes Music Store, so she was going to push a Big Red Button that would allow me to have a do over, and download all of my purchased music again, free of charge. This seemed excessive to me, and way above what would be reasonably expected, but before I could tell her that, she told me that she’d read on my blog that I didn’t expect Apple to treat me any differently than they’d treat any other customer. She assured me that this is Apple’s corporate policy, and they’ll do this for anyone who has a catastrophic loss of their iTunes Music Store purchases, regardless of the cause.
Yes, this sounds like good customer service. Except that, as I’ve written before, that’s not what their stated policy says:
When you buy a song or album from the iTunes Store, you are entitled to download it only once.
When you buy a song, video, game, or album from the iTunes Store, you are entitled to download it a single time. If you want to download it again, you must purchase it again. You can copy downloaded content between authorized computers.
That page is linked from this article, entitled Finding missing music and video downloads:
You may need to restore the files from your backup, if you have one. If a backup is not available, the music or videos may be lost. In that event you may need to purchase replacements. For content acquired through the iTunes Store, please read Apple’s policy on replacement.
Which takes you back to the earlier page.
How is an average person (someone who wasn’t a Star Trek character and doesn’t have a widely read blog) supposed to know that there is a double-secret corporate policy that contradicts the official written policy?
If a one-time exception is available (but not guaranteed), that should be clearly stated on Apple’s website.
Update 15-Sep: Edited first paragraph to correct error in description of original post by WW.