Last week I had a bit of an issue that needed solving. I was fortunate to catch it before it escalated and became a potential disaster but the final outcome left me with very mixed feelings about the giant corporation known as Apple. There's no denying their products are popular though I'm not a fan of the iPhone and know I'll never own one, but I do own an iPad 2 and saw no harm in allowing Amy to install some games, fashion games to be precise, activities that she found fun and entertaining, and saw me praising Apple for their great variety of different apps. Only there lay the problem; these apps are otherwise known as 'in-apps' which as far as I'm led to believe means you can install them for
free but once you start playing on them they start charging you real money to gather items; for example, a new lipstick or a skirt for your model, a piece of shortbread and a glass of juice from the cafe, all very trivial, and all very expensive. Being a technophobe I had no idea that Amy was racking up a bill on the games she was playing, and she was none the wiser either. Her value of money is very limited and even though her maths is exceptional, simple everyday matters go above her head, something we are continuously addressing as part of her education.
Compared to some people I've been let off lightly because I caught it before it got out of control. My measly bill for £20 is petty cash compared to the boy whose father was charged £3,700 for games he played on the iPad. I asked on Facebook and as always got some great advice on how to put passcodes in place and turn on restrictions, though I've also removed my credit card details as well, just to be on the safe side. I was going to leave it and put it down to a lesson learned, but I decided to email Apple anyway, just to tell them about my issue due to the fact there is currently an investigation underway about in-apps and their extortionate and hidden charges. So, I received a response within about twenty minutes, telling me that I received a refund in April last year for something my daughter had downloaded in error therefore they would not make an exception a second time. To be fair, I
wasn't asking for a refund and didn't mention this in the email, I was merely pointing out that I had been charged for games assuming they were free. I accepted the assistant's explanation, thanked him for responding quickly, told him I am not technical and that my daughter is disabled and has found the iPad a very entertaining gadget and great source of information. I also said we would not be downloading anymore games onto the iPad in future.
The following day I received another email from the same customer service assistant, only this one wasn't quite so polite. I will give you a taste as to what some of it said: "
I know situations like this are upsetting when things don't work out the way they should. Please be assured I will do my best to help you out." I wasn't upset until I received this email! He continued, "
I'd asked to see if it was possible to arrange a refund for you, but I'm sorry to say that I was not able to get approval for your request," I
didn't ask for a refund, "
I've been advised that all purchases in iTunes are a final sale according to our Terms of Service and that we have made multiple exceptions for you in the past," they've made ONE exception, not MULTIPLE, "
As a result, arranging a refund is something that we will not be able to facilitate for you." I repeat, I
did not ask for refund.
He then went onto say something that probably angered me more than anything, "
I wish your daughter will get better soon." I'd told him that my daughter is disabled. "
Your patience and understanding in this matter is greatly appreciated. You are a valued member of the Apple family," WTF??, "
Your experience with the iTunes Store is of utmost importance to us." And he ended his email with, "
Have a wonderful day!"
So I've gone from feeling frustrated at being charged for in-apps that I thought were free (silly me), to smiling and thinking how efficient Apple are in replying to my email within twenty minutes, to banging my head against the desk at their obvious ignorance and lack of understanding at my original email. This is one of the biggest organisations in the world today; their profits are beyond anyone's comprehension and even though I did not at any time ask for a refund of my £20 spent in error (yes, I know, my fault for being a technophobe), they used the fact they had given me a £10 refund in April 2012 as an excuse not to refund that £20. Really, I find it increasingly irritating that these multi-billion pound organisations are getting away with treating "valued members of the Apple family" with such a lukewarm approach.