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stanleyrob · Jan 31, 2008, 01:10 AM

Ok - this is not a tech question post, but rather about Apple's response to Tech Issues.

There seems to be a tremendous number of people having issues with iTunes 7.6. People are seeing libraries wiped out, iPod's wiped out, system hanging, and a persistant issue related to accessing the iTunes Store. This issue seems to be affecting both Window's users and Mac users alike. I'm on a Mac myself, but like I say - this isn't about resolving my tech issue. If you want to learn more about the 100's of users having issues, check out Apple - Support - Discussions - Installing & Upgrading iTunes for Mac or do a google search. It's pretty widespread.

But the reason I'm posting is Apples response to this. For my part, I contacted iTunes Store support and have an ongoing series of emails with them. They have offered absolutely no workable solution to my particular problem with 7.6, and have said they are not aware of anyone having issues with 7.6. I have 23 purchased TV shows waiting download, and their only solution for me is to contact Apple Support which they say is chargeable. I don't find this an acceptable solution.

Searching the forums at the link above I saw many users who also spoke with Apple support, online, on the phone and at genius bars - and in all cases it's the same message from Apple - "really?! we haven't heard about anyone else with problems" - and yet their own forums are filled with frustrated users.

I posted on the Apple Forum - it was basically a "me too - I'm having similar problems, any solutions?" posting - like many others that were there. But I took it a step further and told users they should write to Apple and tell them that if this isn't resolved they will withdraw their business from iTunes store. Apple moderators promptly deleted this posting, saying that I was commenting on "Apple Policies", something they forbid in their forum.

All I'd like to see is Apple stepping up and saying - yes we recognize there is a major problem with this release, and we're working on a solution. Instead they are censoring my posts and claiming that they haven't heard anyone else having an issue, and more importantly not offering anyone any solutions.

I urge anyone who's having a problem to write to Apple and let them know how they feel! I've spent well over $1000 with iTunes Store in just the past few months - a drop in the bucket. But if there are 1000 other users out there that write in, we're suddenly talking about over $1M in revenue at stake, or even more if you consider "lifetime value".

What do others think?

Rob

TETENAL · Jan 31, 2008, 01:39 AM

Of course their own forums are filled with frustrated users. Their forums are support forums. You don't post there unless you have a problem. You can not deduce the prevalence of a problem from those posts. I haven't heard of any problems with iTunes 7.6 for what it's worth, and this forum has a lot of iTunes users.

Obviously, if Apple had a fix for your problem, they would release an update to iTunes. In their own interest. If they had a workaround they would post a support article. If they have neither the support person you call, and who looks up issues in that support database, can't help. Apple in general doesn't publicly announce any flaws in their products until they have a fix or are legally required to.

Contacting iTunes support via the support form is free. They solved issues to the customers satisfactions in all cases I heard of. They certainly did in one download issue I had. I'm confident they will recredit you, should you continue to be unable to download your shows.

Cipher13 · Jan 31, 2008, 01:49 AM

In general, no, Apple doesn't take responsibility unless it absolutely has to.

TETENAL · 02:03 AM

Try this:

In Safari do Safari->Empty Cache, then download the iTunes 7.6 disk image. After that trash your copy of iTunes 7.5 (better not empty). Install 7.6 from the disk image.

Big Mac · Jan 31, 2008, 02:16 AM

Originally Posted by Cipher13

In general, no, Apple doesn't take responsibility unless it absolutely has to.

That would be accurate. Apple doesn't take responsibility unless a problem is widespread enough to cause substantial bad press or lawsuits, and even then it reacts slowly.

stanleyrob · Jan 31, 2008, 02:28 AM

That's what I figured. I'll try the suggestion above - but it will have to wait until I've done a full backup! I'm scared after reading about all the problems people have had with 7.6.

C.A.T.S. CEO · Jan 31, 2008, 05:22 AM

Originally Posted by stanleyrob

That's what I figured. I'll try the suggestion above - but it will have to wait until I've done a full backup! I'm scared after reading about all the problems people have had with 7.6.

Exactly how many people were having problems with 7.6? I'm doing fine, never crashed or anything.

MacosNerd · 06:28 AM

Same here, no problems and to be honest I had not heard about this problem until this thread.

Edit:
I think prior history has shown that apple takes responsibility only when confronted with overwhelming evidence that something is wrong and even then it takes a while for it to admit the error of its ways. I recall the white spots found on the alu PowerBooks and more recently the display issue with the iTouch. Though in the latter example they did respond a lot quicker.

adamfishercox · Jan 31, 2008, 02:26 PM

No 7.6 issues here.

stanleyrob · Jan 31, 2008, 09:07 PM

You know, the thing is that there will be good and bad people in every organization. It's not fair for me to presume because I had one bad experience its a "common problem".

And Apple is generally pretty good - their stores, their genius bars, and their products of course do stand out above many other options (ever try to get your Microsoft machine serviced or solve some technical problem?). But I do think that Apple grows bigger and more popular their service is suffering, which is probably inevitable.

But the reason I posted this originally is in taking responsibility - which is not a hard thing to do. Sure, not every tech support will know every problem - but when you raise the problem to them they sure as heck can do a search and see that 100's or 1000's of others are having similar problems.

In this particular case, iTunes 7.6 is causing a lot of problems for a lot of people- not everyone of course, but a significant number with fairly serious consequences - and in my case, and many other postings Apple staff have claimed it's the first they've heard of it.

Why can't they simply step up and say "there is a big problem, and we're working on it"?

rickey939 · Feb 1, 2008, 11:14 PM

I think Apple should fire anybody who worked on iTunes v7.6 during development stages. Don't even get me started on the "beta testers", they should be tarred and feathered.

ghporter · Feb 2, 2008, 08:43 AM

But how do you really feel, rickey?

This is actually the first I've heard about problems with iTunes 7.6. I haven't had any problems-but I haven't done much more than download a few songs (mostly free ones) lately, so maybe I'm just lucky so far.

turtle777 · Feb 2, 2008, 09:31 AM

I have no problems with 7.6 I feel left out.

DARN YOU APPLE PLEASE BE CONSISTENT WITH PROBLEMS !!!1!1!oneone

-t

Oversoul · Feb 2, 2008, 09:52 AM

No.

A little aside. So my new Airport Extreme Base Station has been dropping connections constantly. It's not an ISP issue, as my Airport Express works perfectly. I did a little research online and apparently it's quite a common problem, as reported on various mac user forums and on Apple's own support discussion boards. Several users noted that it's likely a firmware issue, since downgrading seems to solve their problems. I brought my AEBS to the Genius Bar, where the "genius" conveniently couldn't reproduce the problem and straight up declared that there's nothing wrong with the AEBS. That's just an insult to a pretty knowledgeable user who says he has been experiencing problems and has done his homework on the matter. I bring up the fact that this problem has been reported on Apple's own discussion boards and mentioned the firmware issue. The "genius" then gave me a flat, "Oh," then paused, and then said, "I guess you just have to wait for a firmware update then."

Yeah, thanks a million.

This isn't my only terrible experience with Apple Support or the Genius Bar (in San Francisco's flagship no less!). But I'll save my rants for another time.

imitchellg5 · Feb 2, 2008, 01:38 PM

Generally I think Apple takes responsibility when it messes up, but not in ways that every one can see. They like to quietly fix problems without creating some huge uproar.

Tesselator · Feb 2, 2008, 03:14 PM

Originally Posted by imitchellg5

Generally I think Apple takes responsibility when it messes up, but not in ways that every one can see. They like to quietly fix problems without creating some huge uproar.

Yup, I completely agree.

On the other hand whoever is running the Apple.discussion site is full on into
the fascist dictator style of moderation. Man, those guys suck! Seriously! All
the stories I hear and the few experiences I myself have had with them. I think
if they're gonna be like that that Apple should completely disassociate with
them or close the place down. Just my opinion.

rickey939 · Feb 2, 2008, 08:22 PM

Originally Posted by rickey939

I think Apple should fire anybody who worked on iTunes v7.6 during development stages. Don't even get me started on the "beta testers", they should be tarred and feathered.

No problems here at all v7.6.

OldManMac · Feb 2, 2008, 08:32 PM

No problems here with 7.6.

Oversoul · Feb 2, 2008, 08:37 PM

One bug I've noticed with iTunes 7.6:

When I export an .avi file to .m4v format (for iTunes) through Quicktime Pro, it plays in iTunes just fine. When I then try to add artwork to the new movie file through iTunes' info window, iTunes refuses to do so and then hangs and freezes.

Otherwise, no problems.