It was a fine day yesterday... right until 9 a.m. when I get an email stating I had bought an App in the iTunes store with a device previously not connected to my account. WTF? I immediately changed my password but alas, it seemed to have been too late. An hour later I get four email stating I had made in-app purchases worth around 250 Euro. FU! FU! FU! Called ClickandBuy, they reacted immediately and shut down my account, said I should let the bank transfer the money back as soon as it's been transferred from my account and they'd not send any damands or anything. Called the bank and they were happy to oblige, no problem there either. But before doing all that, I first sent a mail to apple using their "express-lane" support option. No phone number to call or anything just this pathetic support mail system. So I wrote down everything, times, name of the app, purchase IDs, absolutely everything they needed to know. And I've heard nothing! from them. No reaction what so ever. What the hell kind of a service is that? I swear if they dare to send me any reminders or demands I'm going to go apeshit on them...
I don't know what's worse: The fact Apple isn't responding The fact that there is jerks like this in the world.
I can imagine Apple have to deal with probably tens of thousands of customer issues weekly BUT to not have any kind of response the same day when it's regarding a hacked account is truly disgraceful. Even Codemasters were faster than that with a stupid MMO account where no real money was involved.
Yeah, because you're the only iTunes account holding customer that Apple has and it should take them less than 24 hours to get back to you. Oh wait... Chill out before you give yourself a headache. They'll get back to you and sort it out in time.
no, I agree with the op. Pretty bad that when it comes to fraud you hide behind the excuse of “but we have lots of customers!” apple makes how much money? They can afford better customer service.
You know, I got to thinking, they may not have gotten into your email; they probably have hacked at their iOS, and had a keygen.
I think the op is being unreasonable, to expect it all to be sorted within 14 hours is a joke. Apple will have to launch there own investigation and not just accept everything you tell them is true.
Expecting a resoloution in 14 hours is unreasonable. Expecting a response of any sort isn't, they should definitely have responded to indicate they are investigating, particulary when his credit card details are involved
No. He expected at least an automated mail like "Hi, we received your email and we will contact you in X hours/days.". No communication equals bad customer support.
Perhaps he needs to check the junk mail folder. Given that op is in Europe, and Apple's support team is in the US, expect some timezone related delay as well. If you haven't heard in 48 hours come back to this thread. Otherwise your astute actions have secured your money, so chillax.
Apple themselves state that a reply to an inquiery sent via the express-lane support is answered in max 24h. I have not recieved anything except an automated answer, that my inquiery has been recieved. It's now been more than 48 hours since I sent my mail. I expect that to be more than enough time to send a "we're looking into it" mail, don't you think?
Absolutely. And I don't care that its the weekend before someone states that. Even nexxo's excuse is pretty poor. Oh i'm sorry Mr. International customer. We don't have customer service on that side of the planet even though we make enough money to afford it and not even notice... Maybe instead of suing everyone they should use that money to step up their game. Give me a break!