Sieghard, It's rough that you've had this sort of response, and even more odd that you haven't had the refund and you haven't been able to get hold of anyone else. I wonder, is iTunes country specific at all? I think I always assumed it was central, but I wonder if that's what makes a difference. Personally, I've never attempted to get a refund. I once had a situation where a newsstand magazine was not accessible, I contacted the developer and they told me they had no intention of making it accessible and that I would need to contact iTunes. It was only £1.99 or something so I decided, on that occasion, not to bother. I totally understand your frustration though particularly as we know that many other people on this list have had successful refunds. I am particularly intrigued by the way you have been dealt with, it really does seem at odds with the whole of Apple's policy. I thought they were always very into voice-over and although they don't make it as easy as on the Mac to make apps accessible, I thought that they were quite on our side. I really think this woman seems not to have bothered to read your email or to understand the implication. The very fact that she talks about you checking the description is crazy, we all know that accessibility is not mentioned in descriptions and that is something a lot of people have campaigned for… I really think this must be some sort of generic response. That is a shame, and again, Apple have, in the past, been quite good with personal service. That is why I wonder if it is country specific. I cannot comment like I said, as I haven't had any refunds, I wonder if there is somewhere higher you can go? Someone more in management? I hope you get this sorted. You are someone who usually takes the plunge and checks out lots of these apps for which we are all very grateful for all your feedback, it is a shame that you, and others like you, will now be put off doing this because it is too much of a risk and too expensive! I don't normally advocate for android, but I believe that they have a refund policy of 15 minutes where if you don't like it or it isn't accessible or just generally don't want it within the first 15 minutes, you can get your money back. Apple are missing a big trick in not doing something similar. And as we are people who really and truly advocate for apple and the accessibility of the products, Apple are also digging themselves into a hole if they are going to start being funny now. I'm sure this is just one person! Hopefully… But the fact that it has happened at all is worrying.
Kirsten Sent from my iPhone On 2 Aug 2013, at 07:09, Sieghard Weitzel <siegh...@live.ca> wrote: > Hello List, > > Requesting a refund for an app which turns out not to work with Voiceover has > come up a few times and the iTunes Store support email has been posted in > connection with that. So I thought I post my recent experience with > contacting iTunes Store support via their email. > > I had bought a couple of package tracking apps in order to find out which one > I liked best. I have been using Track This which is awesome, but I am in > Canada and for some reason they don’t support Purolator and CanPar which are > both major carriers here. I contacted Track This support twice and never > received a reply. > > Anyhow, back to iTunes Store support. I provided all the information > including order numbers, purchase date, my Apple Id etc. I explained how I > really enjoyed my iPhone and the fantastic accessibility, but that > unfortunately these two apps I purchased were not voiceover friendly and > there was no Light version offered which I could have tried first. I also > mentioned that I contacted both developers and after almost a week had not > received a reply. In short, I was friendly, explained everything and even > waited to see if the developers would reply to see if they were willing to > make Voiceover improvements. > > I received a prompt reply in which the agent explained that all app sales are > final, but that given the situation they would refund me the $6.72 or > whatever it was for the 2 apps. However, she also continued to give me links > as to their terms and conditions and said that this was a one-time curtocy > and that in the future they could not provide any more refunds and that it > was up to me to make sure I didn’t turn on one-click ordering and accidently > purchase apps or read the app description to be sure it was what I wanted. It > was strange because all of this gave me the impression this person did not at > all get the point about Voiceover and all that, but on the other hand she > said they would give me a refund given the situation. According to what she > said I should see the refund back on my account within 48 hours and since > both apps were purchased using store credit it would come back as store > credit. This is now 2 weeks ago and I replied twice to the initial message to > explain that I still had not received the credit and I am getting no more > replies. > > I guess what I want to say here is that those who have done this and received > refunds are lucky, but it appears one should definitely not count on getting > a refund even if an app turns out not to work with Voiceover. I certainly > will not buy an app again thinking I might as well try it because if it > doesn’t work I can always ask for a refund. > > > Regards, > Sieghard > > -- > You received this message because you are subscribed to the "VIPhone" Google > Group. > > Post a new message to VIPhone by emailing viphone@googlegroups.com. > > Search and view the VIPhone archives by visiting > http://www.mail-archive.com/viphone@googlegroups.com/. > > Reach the VIPhone owner and moderators by emailing > viphone+ow...@googlegroups.com. > > Unsubscribe and leave VIPhone by emailing > viphone+unsubscr...@googlegroups.com. > > More VIPhone group options can be found by visiting > http://groups.google.com/group/viphone?hl=en. > --- > You received this message because you are subscribed to the Google Groups > "VIPhone" group. > To unsubscribe from this group and stop receiving emails from it, send an > email to viphone+unsubscr...@googlegroups.com. > For more options, visit https://groups.google.com/groups/opt_out. > > -- You received this message because you are subscribed to the "VIPhone" Google Group. Post a new message to VIPhone by emailing viphone@googlegroups.com. Search and view the VIPhone archives by visiting http://www.mail-archive.com/viphone@googlegroups.com/. Reach the VIPhone owner and moderators by emailing viphone+ow...@googlegroups.com. Unsubscribe and leave VIPhone by emailing viphone+unsubscr...@googlegroups.com. More VIPhone group options can be found by visiting http://groups.google.com/group/viphone?hl=en. --- You received this message because you are subscribed to the Google Groups "VIPhone" group. To unsubscribe from this group and stop receiving emails from it, send an email to viphone+unsubscr...@googlegroups.com. For more options, visit https://groups.google.com/groups/opt_out.
