iTunes
Reviews and Complaints

The HD version of this item (Movie) is available on Mac or Windows 7 computers with HDCP components only.

So now you can't download High Definition Movies from iTunes Store without buying a new Windows 7 computer or Mac Computer?

This company just lost a valuable customer. One that has purchased multiple Apple products in the past 2 years.(2) iPads, (2) Apple TVs, (2) iPod Touch. And use to buy hundreds of dollars of iTunes Cards for family per month.

High Definition Movies, TV Series Shows should not be based on the Type of computer you are using. I own Windows XP and will not update it to get high Definition Movies to my Apple Products through iTunes.

As a consumer needs to know the following…  Apple has cheated little kids out of 30 cents per song from iTunes.  They say songs are 99 cents then charge $1.29.  Apple is being forced to pay back 100% of what it took totaling over $50 million.  You don’t have a problem with apple taking the $50 million from our children 30 cents at a time.  It just shows you how quickly little amounts can add up.  Go to www.johnsonitunessettlement.com to see the Johnson v. Apple Inc. Case that made justice possible.  Don’t you think it is a GOOD thing that someone is looking out for those who have been taken advantage of by those who don’t live up to the promises they make?!  Honor your promises!  Send the right message to our kids! 

I bought a song on iTunes awhile ago, and now I do NOT want it at all. I don't know how many times I have deleted it, recycled it and it keeps coming back everything I put a new song on my iTunes. I want it gone, I clearly do not want the song and I just wish it would stop coming back!

I rented a movie, hit play immediately when prompted to hit play or menu. The response was that the movie had expired.

I e-mailed iTunes and there response was to refund my money and remind me that they didn't have to because of my users agreement.
Their response was: "Please note that the iTunes Store Terms of Sale state that all rentals are final, so this is a one-time exception."

I think this is an unacceptable response. If their system has an error they should not be quoting the terms of sale they should fix what ever it is that causes this error to o cur.

I used a Visa Gift Card to purchase some songs on Itunes as they have dismissed their NONE button on the billing page (did not feel like putting an actual Visa number to be stuck in their system). For some reason, the $3.98 charge did not go through and I had already gotten rid of the gift card so I could not check out what happened... Anyways, it's only $3.98 I had no problem using my PayPal account to cover the charge. Well, dang near 18 times of verifying Itunes takes PayPal and Itunes accepting - the funds STILL get denied! I am now on email 4 still trying to resolve the issue as Itunes is too scared to talk to people (how lame to have a business but no phone number). Yeah, I could go to a store and buy one of their gift cards - but why do I have to be inconvenienced and pay way over what I want to spend. What they want is to have an actual Visa number they directly can access so they can charge at will whatever and whenever they want! That's probably what happened with my visa gift card - they thought it was an actual Visa card and tried to take more than they should have...

Little over a month ago while reviewing my account history on iTunes I noted charges for purchases I did not make, the amount was a little over USD$10. I went on line through the apple help function to apple service and support and filed my concern. After which apple disabled my account, blocked my credit card, credited my bank the amount of USD$28 and then informed me what to provide to re-enable my account. I quckly changed my account passoword wrote back with the correct over charge as well as provided the information needed to re-instate my account. This process took 7 days to resolve, however they still have a block on my credit card number. The card in question has since expired and I have received the replacement card, with a new CCV number and expiration date. I have attemped to re-enter this card number as it drawing directly from my bank (ie no interest charges), Apple still has this card blocked. I have wrote Apple several time as you can not call account management. The response has been the same. Use a different card, it is not apples fault. The answer all appear to nbe pat answers from a contract srevice that only cares about response ratios vs. actually helping an apple customer.

I seem to get more and more frustrated with itunes everytime i try to use it. They have constant updates and the system they have seems sub-par ( I have to figure out how to organize my music everytime i update which is very time consuming). Customer support is non-existent. I hope they go under when Verizon gets on board. Apple is a joke as far as customer service. I just spent an hour trying to get a song i purchased to my phone without success. I guess being a long term customer means nothing :( p.s. hope you don't like AC/DC if you use...

Dear iTunes,

What the ### is your problem? Were you abused as a child? Was your uncle some sort of salivating paedo? I only ask because I want an explanation for why you feel the need to behave like a total ### every minute of every day. I am writing to let you know that it is no longer acceptable and it ends here.

I will start by addressing the endless ‘ping-pong’-ing noise you make every 10 seconds when my iPhone is connected to you. It’s like the electronic equivalent of open-mouth breathing right next to my ear when I am trying to watch TV. From now on you will ‘ping pong’ once and once only and this will function as a signal to me that I have successfully connected my device to you. I appreciate how amusing it must be to watch me spend all afternoon going “Oh good it’s connected………oh wait, no it’s not……..it is now……….okay now it’s not” but when I am half way through transferring a movie you are in danger of causing me to self harm – and not in an atmospheric, Twilighty way, I mean like I want to ram blunt cutlery into my eyeballs.

Next thing we are going to deal with is your worrying inability to stop yourself from syncing. It’s as if you can’t even control yourself, like you’re some sort of syncing junkie. Just calm the ### down! I will sync when I am ready, it is not up to you and it’s not a ###ing race. It wouldn’t be so bad if good things happened when you sync but good things never happen. The other week I spent two entire days transferring various entertainments onto you, only for you to sync like an absolute gypsy and decide that, in fact, two-thirds of these files needed to be taken off. I am also pretty sure that you regularly wait until I’m asleep before syncing like a horny teenager. You disgust me.

Also, for something whose main purpose in life is to transfer music, you make it Krypton-Factor impossible. I am not a software designer but if someone asked me to design a package that transferred music from one device to another, call me ###ed but I would probably put a ‘transfer’ button somewhere pretty obvious. I had to google how to transfer music and even then it became clear that no one in this universe has a ###ing clue how to do it. In reverse order, here are the top 5 suggestions that your users are offering me:

5. Click ‘manually manage music’ then drag and drop – Rarely works

4. Tick the boxes next to the songs then go to the drop down menu and click ‘export’ – Never works

3. Go on a journey of self-discovery, learn a martial art, consult the Dalai Lama – Can’t be arsed

2. Genocide – Go on, I’m listening……

1. You cannot transfer music using iTunes – High five

Okay, I will admit that I am slightly exaggerating and that there have been occasions when the exact songs I wanted have transferred over without removing things I didn’t want removed. I have to stress though that in 18 months this has happened twice and both times I don’t know what I did. What normally happens is I will click ‘manually manage music’, drag and drop one song (because, believe it or not, I only want to add one song) and you say “Yeah, that’s totally fine, just give me a minute while I delete the entire music library from your phone first and then I will put it on for you”. You’re an ###!

Oh yeah, I am on to you iTunes. I’ve seen your type a hundred times. Bullied as a child for having a misshapen head and badly fitting jeans. You’re bitter and vindictive and you need help. I suggest investing in some counselling and we will take it from there. We can start slowly, nothing major, maybe try something simple like taking less than 6 ###ING MONTHS to back up my iPad. In the meantime, I hate you. Goodbye.

Love and warmest wishes,

Jillian xxx

Itunes is for the most part an excellent programme that works well and has high quality with a nice user interface, however there are several parts of it that are simply design flaws and are ranging from slightly irritating to genuinely infuriating. My specific complaint is that my iTunes decided to uninstall itself from my computer, not a big issue because I can just re install it and now it works fine. BUT, in the process I lost all of my playlists as well as album artwork, play count, rating etc. This also would not be a problem were it for 2 things: 1) I have over 2600 songs, so doing anything with them takes a very, very long time, and 2) When I plug my ipod touch (2nd gen) in, it says something along the lines of "you cannot have a device synced to more than one library", well it IS the same library, it's even the same library playlist, it's also on the same account, on the SAME computer. THERE IS NO DIFFERENCE. So this is my complaint, why the hell does it have to delete everything from my ipod and retry. It means I have lost all data related to music, any files saved on my ipod (app memories etc.) are gone, and as I use a pc, cannot be replaced. This is not a bug, this is an out right design flaw. When 99.99% of the data on the ipod is the same as the computer it SHOULD NOT HAVE TO GET RID OF ALL OF MY DATA. It is simply ###ic, and not to mention scummy. I understand this is to prevent the sharing of music but there are many alternatives that would work just as well. This is simply the stupidest problem I could have with iTunes and I think the programmer/middle management that put this function in place should be ashamed/fired. It is really pitiful that such a giant and effective, not to mention successful and brilliant company like Apple would design something so profusely idiotic. Just pitiful.

Unauthorized charges totalling £212.78 were taken from my bank account, using the card details I had stored with iTunes. iTunes refuse to speak to you on the phone about anything to do with their products, even in fraud cases and I requested 4 times for someone to call me but was told ''we don't normally call our customers'' and no telephone calls. Apple refused to stop or suspend the payments, but they don't have a reason that they CAN'T do this, they just simply WON'T, they also say they can't investigate any fraud until the bank contacts them and there is no way of stopping that money from going out of your bank account. How convenient! It didn't matter to them that this would overdraw me! They also had the cheek to ask me to pay for further charges, which the hacker had managed to add after I cancelled my bank card! iTunes service and support was appalling, will definitely not be using Apple ever again!

Today I bought a $15 itunes gift card and had no problem redeeming it on itunes but then I bought one song and decided to close Itunes untill I decided on what else I wanted. Then when I went back on the little box up top thats shows my balance was gone so I don't know where my money is now. Either Itunes gives me my money back or they fix the problem.

There are unauthorized charges on my business credit card account on December 28, 29, January 2, 6 & 7 2010. Charges are from XBoxLive and Alp itunes [protected]. These charges need to be removed immediately.

Regards

Ricky Rodgers
Executive Director

I have never had a major issue with iTunes, yes there were a few things that could be better.. But nothing to really complain about. Then I received an iTunes gift card for xmas, and found out that in Canada, you cannot use a g/c to buy apps. Or use paypal. I do not see why living in Canada should change the amount of service provided. We are just as much iTunes users as an other American, why do we get less of a service? On top of that, in order to open the Canadian iTunes webpage, you have to download a program onto your computer!
As I'm investigating more and more online about iTunes issues, it seems that they do NOT refund purchases, they have even been taken into small claims court over stolen purchases. There isnt a phone number you can just call to get customer service, you have to write them an email and WAIT and HOPE that they will write you back with a solution. If I have a problem with a company, I do not wish to wait 3-5 business days to resolve the issue.

AppleiTunes is not forthcoming with information;
Charges appear on my credit card (totalling $975.00 in 20 charges) but not in my iTunes charge history. Apple claims they are online charges but if this was true then why would they not appear in my charge history. I think Apple applied someone else's charges to my credit card but does not want to admit their error. They refuse to say what the items purchased were. If they claim I purchased them why can't I see an invoice of purchases?

Such a poor way to treat a customer.

I have a $1.00 debit pending that I NEVER authorized for something I don't even know what it is. I don't own an I Pod or play any kind of music on my computer. The charge pending is for APLITunes; I don't know what that is; but I certainly never gave my bank debit info to this nor any company. I had to close my debit card and I'm very frustrated with people and companies that misrepresent themselves and let themselves into my private and personal information and literally pay themselves from my bank account. I am very angry. Today $1.00 tomorrow, who knows? How do these computer companies get my private information and use it without any authorization? I would be in jail if I did that! I now have to go without a debit card to protect myself. If I find a class action lawsuit I will definitely become a part of it. I have my bank records I will not share here; but I have them and my bank's notice that this was not authorized. I hope this company loses alot of customers; they are not trustworthy. Kathy Manos

This is an extract of emails re my ( 1.)complaint and of the (galling) reply by itunes of it(2.) and my response to that (3) which is where we are now. I did spend a good hour ranting very coherently and convincingly, I thought, yesterday, at my local abbey branch, with copies of my itunes order substantiating my claim (see my last email which is clearer under (3). Abbey do not in any way require any processing deadlines to be kept when purchases are made by debit cards (electron visa in my case) I looked in their terms and conditions, therefore it is my responsibility (according to them) to make sure enough money was in the account. My point is that if they publish two separate balances, ie balance and 'available balance' then this is misleading when later I find myself fined £40 for something that was not logged at point of purchase but a full 9 days later. This lack of direction (and proper policy and procedure safeguarding the customer) is evidently quite a good money spinner for them where people are sailing near to the edge financially. Ie this case multiplied up and down the country in many individuals must be quite a substantial income source. They are £40 up and I am £40 down and under stress. I will be taking this collusion and ambiguity up with the financial ombudsman. Anyway end of preamble here is non sensitive copy of emails so far:

1. copy of email sent to itunes:
With horror I checked my bank balance on my account... last night to
> discover that I had been charged £15 for an unauthorised overdraft plus
> another £25 for a 'monthly overdraft fee' ie punished twice. I am on £62
> pw income support and am supporting two teenage sons with this so this
> leaves us without food, basically. As I have been extremely careful with
> my finances due to previous fines I could not understand and spent a good
> half hour with my bank Abbey pleading on an 0845 tel no to have the fines
> waived. They would not do so as they said they had done nothing wrong. I
> could not remember the purchase so did some research and now understand
> how the problem occurred and believe itunes is responsible as I put my
> order and downloaded on 05.08.09 (order no MGFHOJ44WD) but did not receive
> the invoice until 12.08.09, a full week later. I expect to have my
> purchases immediately visible on my account to avoid such fines. I have
> noticed that I have had receipts sent late be
> fore but this has been of the order of two days and not seven. I was
> preparing for a trip away, was working and stressed and I think it
> unreasonable to expect me to be doing nominal sums in my head and
> expecting me to have photographic recall. I have been extremely stressed
> by this and need this money refunding to me as I have obligations. I also
> object to having an extremely bad night thinking about this, and the fact
> that I now have to go and see my bank to show evidence of my innocence in
> this matter hoping they will take the matter up with you. I think it
> entirely unreasonable for your accounting system to take so long and
> therefore leave me in debt and stressed. I would appreciate the return of
> my fines of £40 into my account immediately and a payment for my stress
> and a correction of your accounting system as the electron card 'available
> balance' should be accurate. I look forward to your speedy response and
> would appreciate a call . Thankyou Susan B...

This was the galling reply from itunes (2) some hours later:
Dear Susan,

Thank you for contacting us, my name is Sarah. I understand you would like to be reimbursed for the overdraft fee's you incurred from your bank when a payment was withdrawn for your iTunes Store purchase. I can appreciate your concern and I will be happy to look into this issue for you today.

Susan, the iTunes Store doesn't provide assistance by telephone. I'm happy to answer any questions you may have via email.

I understand your frustration regarding the overdraft fees. I'm sorry, but the iTunes Store is not responsible for any payment account fees or credit card company fees that customers incur while shopping on the iTunes Store. If you have any other questions or concerns regarding these fees, please contact the company that assessed the fees.

I checked your account and determined that the iTunes Store billed you correctly for the purchase.

You might consider reviewing your purchase history regularly. Here's how to do that:

1) Click this link to open iTunes and access the Apple Account Information page:

http://phobos.apple.com/accountSummary

2) Sign in to the iTunes Store using your account name and password.

3) On the Apple Account Information page, click the Purchase History button.

4) The purchase history displays the most recent purchases first. To view the details of any purchase, click the arrow to the left of the order date.

The sales and service policies for the iTunes Store are available here:

http://www.apple.com/legal/itunes/ww

Apple wants your iTunes experience to be as enjoyable as possible. If you should have any other questions or concerns please remember I'm only an email away.

Sincerely,

Sarah
iTunes Store Customer Support

Please Note:

I work Friday September 25th to Saturday October 3rd. I will be off on September 26th, September 29th, and October 2nd.

Thank you for allowing me the opportunity to assist you. You may receive an AppleCare survey email; any feedback you provide would be greatly appreciated.

Customer First Name : Susan

3. this was my response to this email a few hours ago:

Dear Sarah

According to itunes terms and conditions:

'10. PAYMENT METHODS. The Service accepts credit and debit cards, payment
through your Click&Buy account, Gift Certificates, iTunes Cards and Monthly
Gift balances as forms of payment. If a credit or debit card company, or
your Click&Buy account, is being used for a transaction, iTunes may obtain a
pre-approval from the credit or debit card company or from Click&Buy (as the
case may be) for an amount up to the amount of the order. Billing to your
credit or debit card or to your Click&Buy account occurs at the time of
purchase or shortly thereafter.'

For clarity, my complaint is not of the amount that was deducted but that
itunes has not followed its own policy and procedure of billing my debit
card...at the time of purchase or shortly thereafter (see section 10 Itunes
Terms and Conditions). By no stretch of the imagination can 9 full days be
described as at the time of purchase or shortly thereafter . My order no
MGFHOJ44WD was ordered and downloaded on 05.08.09 but I was billed on
14.08.09. Surely you do not expect me to keep memorising each and every
purchase on my card and to keep checking my bank details as to whether each
of these has been deducted yet before I make a purchase? I put trust in you
to behave in a proper manner and conduct your billing as you state in your
terms and conditions. You should ethically therefore accept liability for
the debt I have incurred and also acknowledge the stress you have caused me,
the hours of chasing this matter including of course writing a response to
your response to my complaint.

The failure in itune's proper and timely accounting procedures in this
particular case has resulted in me, the consumer of your product, suffering
a financial detriment and stress. I think it unreasonable for you to try to
blame the bank for fining me for your lateness in billing which caused me
inadvertently to overdraw.

Please escalate my complaint to the chief executive. I feel unfairly treated
by itunes in that I have been left financially distressed and wondering
how I am going to feed my household.

I trusted an organisation such as yours to be able to manage its accounts to
the normal standard and according to your own publisised policy to which I
signed up to in terms of my purchase - I kept my end of the contract but you
did not keep to your contract and therefore I would appreciate an ethical
acceptance of your responsibility and therefore a payment to cover my losses
and distress.

Please send me a copy of your complaints procedure.

Many thanks
Susan B

I authorized my my grand son to download tunes for about 99 cents apiece. In the last two months Apl*itunes has fraudently charged over one hundred dollars to my credit card. The internet is full of fraud charges on this company, so obviously they are crooks.

My daughter experienced difficultly downloading several songs from Apple iTunes. As she tried to download the songs again, she was charged a second time. After reporting the incident with Apple and being told several times that the refund was forthcoming in a few days, we still have not received the refund. An excerpt of the correspondence is shown below.
----------------------------------------------------------------------------------------------------
From: iTunes Store
To: [protected]@yahoo.com
Sent: Tuesday, December 30, 2008 1:31:39 PM
Subject: Re: Downloading M3NS8YHXB9; Follow-up: [protected]

Dear William,

My name is John, and your issue has been escalated to me. I'll try to do everything I can to help resolve this issue to your satisfaction.

I have reversed the charge for the duplicate purchase, which I understand was unintentional. You will see a credit of $4.95, plus any applicable taxes, in three to five business days. If store credit was used for this purchase, you should see the credit post within three to five business days. If you still do not see your store credit, you will need to sign out of the iTunes Store and sign back in.

In the unlikely event that you receive a download error in the future, please remember that it is not necessary to repurchase items when downloads are interrupted, because the items should still be in your account, waiting to be downloaded. To learn more, follow the steps in this article:

How to resume interrupted iTunes Store downloads
http://support.apple.com/kb/HT1725

You might want to use the built-in Shopping Cart for future purchases. The Shopping Cart is a convenient way to consolidate items you would like to purchase so that you can download them when it's convenient for you. Plus, the Shopping Cart adds an extra layer of protection against unintentional purchases. Here's how to use it:

iTunes Store: Using the shopping cart
http://support.apple.com/kb/HT1915

When you buy items in your Shopping Cart, they are downloaded into your iTunes Library and placed in your Purchased playlist.

Thank you for being such a valued iTunes customer. I hope you have a spectacular day.

John
iTunes Store Customer Support
iWork: 6:30 am to 3:30 pm PST

Thank you for allowing me the opportunity to assist you. You may receive an AppleCare survey email; any feedback you provide would be greatly appreciated.

I have been an Apple uses for about 6 yrs. I have purchased several iPods both for myself and family and friends, and used the iTunes store for most of my music. Recently my bank sent me notices that I was overdrawn, this was a shock as I had not spent any money from my account. I received a list of charges that included over 150.00 in downloaded music from the iTunes store. I have never purchased such a large quantity of music at anytime. Since I had no receipts from iTunes regarding the purchases I contacted the bank and faxed them volumes of paper regarding the problem. I contacted Apple and got nowhere via e-mail. I called and spoke with a nice man who forwarded my complaint to someone else. The e-mail I received said too bad. They said they were not responsible for any illegal account access and I was just out the money and the music. The music is a genre I don't like so why would I want it in the first place. The apple website says it's secure, but obviously it is not. I have contacted family and friends and encouraged them to change their passwords and remove their personal info from their iTunes account. I also suggested they purchase their music from someone reputable like Amazon who stands behind their products. I will not purchase my music in the future from Apple as they don't care about their customers.

The small amount of money to them is huge to me as I am currently un-employed. Now they will lose customers and future purchases that will amount to far more than the 15o.oo plus that they should have reimbursed me.

BEWARE don't use i Tunes it is not safe!