i would support a time based refund policy. I do worry about people just buying an app, not liking it, and demanding a refund based on inaccessibility. But giving someone a short period of time to try it out seems fair.
Andy From: Lois Butterfield Sent: Saturday, August 03, 2013 2:05 AM To: [email protected] Subject: RE: Bad experience with iTunes Store support regarding app refund Apple might have a refund policy based on time. I purchased a version of Navigon that I realized afterward wasn’t what I wanted. Within 3 minutes, I wrote and requested a refund because I had mistakenly purchased it. I received an immediate response that said I would receive a refund, which I in fact did get soon after. I don’t think they cared about the reason. Obviously, this is not the same thing, but I wonder if someone tried out the app within the first 5 minutes of purchase, if a refund would be forthcoming from Apple. I know that I download things, and then don’t get to try them out for quite a while. If you tried it right away, and got this negative reaction, that’s another story entirely. I think that writing to Apple about it is a great idea, but I think that the refund process would be easier all around if it happened within 15 minutes of purchase, not days or weeks afterward. Lois From: [email protected] [mailto:[email protected]] On Behalf Of Sieghard Weitzel Sent: Saturday, August 03, 2013 4:50 AM To: [email protected] Subject: RE: Bad experience with iTunes Store support regarding app refund Hi Cara, I agree and think that unless Apple comes up with a better way to do this they should be willing to give Voiceover users a refund without the hassle. I must say, however, that I really like that 15 minute return policy Google apparently offers, but of course trying to get Apple to do something like that is not just a completely different ball game, it’s a different sport! If Apple was really concerned that this would be abused, they could request proof that somebody is actually visually impaired or they could limit refunds to a certain number per year. I am very sure that given their computers they could easily track this on somebody’s Apple Id. If you are getting involved in this feel free to use my below messages as an example, I am pasting the message I sent without the purchase details, i.e. order number and all that, as well as the response I received. It was obvious that the person who responded somehow seemed to understand the situation, but on another level she apparently didn’t. She summarized my request by saying I “inadvertently “ purchased some apps which of course is not at all the case and not what I said. Here is my initial message and her reply which makes me think she really didn’t get it despite the fact that she said it was an “appropriate exception” and they would refund me the money which still has not happened: From: Sieghard Weitzel [mailto:[email protected]] Sent: Saturday, July 20, 2013 9:04 AM To: '[email protected]' Subject: Voiceover inaccessible apps Hello, My name is Sieghard Weitzel. I recently purchased several apps for tracking packages in order to find out which one offered the best features. I tried a couple more, but they had free Lite versions which allowed me to try them before buying the full version. I am blind and have been an iPhone/Voiceover user for almost 4 years and unfortunately I found that two of the paid and 2 of the free/Lite apps have accessibility issues and I was not able to use them with Voiceover. I wrote to the developers, but have not received any reply as to whether they might consider making improvements so the apps would work with Voiceover. I used iTunes credit to pay for the paid apps and was wondering if it was possible to receive a refund since I have already deleted the apps from my phone. -----Original Message----- From: iTunes Store [mailto:[email protected]] Sent: Sunday, July 21, 2013 4:50 PM To: [email protected] Subject: Re: Voiceover inaccessible apps; Follow-up: 280679929 Dear Sieghard, Greetings from iTunes Store Customer Support. My name is Alishia and I am happy to assist you today. I understand that you inadvertently purchased some apps from the App Store and you would like to receive a refund for the purchase. I know how important it is to have the issue resolved. I assure you of assistance. Sieghard, after reviewing the circumstances of your case, we determined that issuing you a refund for the purchase of "Apps" is an appropriate exception to the iTunes Store Terms and Conditions, which state that all sales are final. You will see 6.70 CAD added to your store credit balance within 48 hours. You may need to sign out of the iTunes Store and then sign back in before you see the credit in your account. The iTunes Store provides a warning message that asks if you are sure that you want to buy an item. This warning can be turned off. If you would like to make sure that this warning is on, you can reset the warnings in the iTunes Store by following the instructions in this article: Resetting iTunes Store warnings http://support.apple.com/kb/HT1734 Additionally, you can make modifications on certain devices that will prevent them from making purchases: iPhone, iPad, and iPod touch: Understanding Restrictions http://support.apple.com/kb/HT4213 I hope the information provided would resolve your issue. Sieghard, if you have any additional questions, please let me know and I will be happy to assist you further. Thank you for being a valued member of iTunes family. Have a nice day! Sincerely, Alishia iTunes Store Customer Support http://www.apple.com/support/itunes/ww/ -- You received this message because you are subscribed to the "VIPhone" Google Group. Post a new message to VIPhone by emailing [email protected]. Search and view the VIPhone archives by visiting http://www.mail-archive.com/[email protected]/. Reach the VIPhone owner and moderators by emailing [email protected]. Unsubscribe and leave VIPhone by emailing [email protected]. 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 [email protected]. 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 [email protected]. 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