Hi Lisa and all who are interested. First off Lisa, nice signature. I
like that. Now to you and to everyone else, when I've requested an app
refund I've gotten the same type of message that all sales are final,
blah blah. In fact, pasted below is the email thread I received when I
got an app refunded. I have also not asked for that many refunds, but
this one comes to mind because Apple really didn't have to refund it and
yet they did. So, thread follows.
Hello Raul,
Ezel here from iTunes Store Support again. I hope you are having an
awesome day so far.
I just wanted to say you're welcome and thank you very much for your
reply. I am glad to know that your issue has been resolved and I was
able to provide you with the support you deserve. I know first hand, how
great it feels to get what you need and to have things run smoothly.
It was my pleasure to help you, Raul. If you will have questions or
concerns in the future please don't hesitate to contact us again. We
will be happy to help you.
Nothing makes Apple happier than to hear that we have pleased our
customers.
Take care and have a great weeks ahead!
Sincerely,
Ezel
iTunes Store Customer Support
http://www.apple.com/support/itunes/ww/
Hello and thank you for following up. I really appreciate that you were
able to approve a refund for this app. Thank you and have a good weekend.
On Mar 1, 2013, at 5:35 PM, iTunes Store <[email protected]>
wrote:
> Follow-Up: 259945571
>
> Hi again,
>
> I just wanted to follow up with you about your request for a refund.
>
> You’ll receive your refund in 5-7 business days. If you have any
questions, please let me know. I’ll be happy to help.
>
> Thanks for choosing the iTunes Store!
>
> Sincerely,
>
> Ezel
> iTunes Store Customer Support
http://www.apple.com/support/itunes/ww/
>
> Dear Raul,
>
> Thank you for writing back, Ezel here again to assist you further. I
hope that you are having a good day, despite of the issue at hand.
>
> Raul, I certainly understand the situation and I apologize for any
inconvenience that this caused. Also, I thank you for being so patient
about this issue and for being a loyal iTunes Store customer for so many
years.
>
> I am pleased to let you know that, after reviewing the circumstances
of your case, we determined that issuing you a refund for your purchase
of "List Recorder Full" is an appropriate exception to the App Store
Terms and Conditions, which state that all sales are final. In five to
seven business days, a credit of 7.99 USD should be posted to the credit
card that appears on the receipt for that purchase.
>
> Please do not hesitate to contact me back if you have any questions
or concerns with the iTunes store and I will surely be glad to extend my
service.
>
>
>
> Sincerely,
>
> Ezel
> iTunes Store Customer Support
http://www.apple.com/support/itunes/ww/
>
> Hello Ezel. Thank you for responding to my question. The reason I was
> getting the full app was because I was restoring my iPhone and needed to
> reinstall some apps. I do not believe I should be charged twice since
> the in-app purchase originally in July and this full version are
> essentially the same thing. I would like you to reconsider this request
> to refund this last purchase, or cancel it some how. If you cannot do
> this, then perhaps a gift voucher in the same amount maybe can be given
> to me since I will still continue to purchase apps for my device in the
> future. I've never asked for an app refund even though some apps I've
> purchased have been unusable by me since I'm blind and rely on
> VoiceOver. I really appreciate any assistance you can offer.
>
> Thank you.
>
> --
> Raul A. Gallegos
>
>
> Dear Raul,
>
> Thank you for contacting iTunes Store Customer Support. My name is
Ezel and I am happy to assist you today.
>
> I understand that your card was charged again after downloading an
app that you already purchased back in July. I can imagine how confusing
it is when you already paid for the item but then you were billed again.
I'd be happy to look in to this and provide you necessary information
about it.
>
> Raul, I carefully checked the information that you have provided and
found that the item that you purchased back in July and the item that
you recently downloaded are two different apps.
>
> Original item: List Recorder Free
>
>
https://itunes.apple.com/WebObjects/MZStore.woa/wa/viewSoftware?cc=us&id=381936335&mt=8&ls=1
>
> Recent purchase: List Recorder Full
>
>
https://itunes.apple.com/WebObjects/MZStore.woa/wa/viewSoftware?cc=us&id=568759209&mt=8&ls=1
>
> The item that you initially bought was an in app upgrade and the item
that you recently bought was a full version app.
>
> You may also review your purchases history to check your iTunes Store
transaction, please follow the steps in this article:
>
> iTunes Store & Mac App Store: Seeing your purchase history and order
numbers
> http://support.apple.com/kb/HT2727
>
> I hope this information helps. Please do not hesitate to contact me
back if you have any questions or concerns with the iTunes store and I
will surely be glad to extend my service.
>
> Thank you for choosing iTunes and iTunes Store. Apple appreciates
your business.
>
> Sincerely,
>
> Ezel
> iTunes Store Customer Support
http://www.apple.com/support/itunes/ww/
>
> Customer First Name : RaulCustomer Last Name : Gallegosemail :
[email protected] Order # : XXXXXXXXXXXXXXX Subject : I have
another purchase or download-related questionSub Issue : Other
QuestionComments : Apple ID: [email protected] :
iTunes-iPhone/6.1 (6; 64GB; dt:73)Application Name : List Recorder
FullComments :Hello. I was trying to download the full version of List
Recorder called List Recorder Full. It's under order number XXXXXXXXX.
My history shows that my card will be charged $7.99 plus tax. However in
July 2012 I had purchased the lite version, then did an in-app upgrade
for $7.99 which upgraded List Recorder from lite to full. The order
number for the purchase in July 2012 is XXXXXXX. I don't feel that I
should be charged a second time for the same app. In July 2012 my
billing address was XXXXXXXXXXXX, Fort Wayne, IN XXXXX. Now the address
is XXXXXXXXXXXXX Houston, TX XXXXX. I used the same Apple ID and credit
card for both of these orders. Thank you.
>
>
>
>
>
>
--
Raul A. Gallegos
I'm so good at sleeping, I can do it with my eyes closed..Bazinga! aahaa
- Sheldon Cooper
Twitter and Facebook user ID: rau47
On 9/11/2013 11:56 PM, Lisa belville wrote:
I guess I'm curious as to whether or not this is the same rep or perhaps
a different rep from the same support center, assuming Apple has reps in
different support centers. With Email responses all sounding similar
it's hard to tell. I know with Yahoogroups customer service, the
response is basically the same poorly worded form letter written by the
same two or three reps, or so they would have you think. I honestly
think they use an autoresponder bot once a single reply has been sent.
I'm not implying this is how Apple does it, but in order for us to
gather more information about proceeding, it would be good to get
something specifically in writing from someone and have a clearly
defined title attached to their reply.
Lisa
There is a fine line between genius and insanity and that difference is
a paycheck!
Lisa Belville
[email protected]
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