Fast Apple Customer Support

Today I bought the 24 song, 2.3 hour-long Van Halen record Live: Right Here, Right Now from the iTunes store. But there was a snag: “Why Can’t This Be Love?” failed with an error -100000. I tried restarting it a couple of different ways, but each time it would download it, then restart, three or four times, until it would finally choke with error -100000. I even downloaded the album on a Windows machine and 23 songs downloaded fine, but that one track failed with the same error. This pretty much proved to me that it was a problem on Apple’s end. I then went to my account in the iTunes store and reported an error with the track.

I received an auto-response pretty quickly with some things to try, but nothing useful. An hour or so later, I got an email from a human at Apple that basically told me to try what I had already tried and to let them know if I was still having problems, as well as providing some other info like ISP, Internet connection type, etc. I emailed them back with the details they asked for, and told them what all I had tried, including trying to download to another machine. I wondered how hard it was going to be to convince them that the problem was on their end.

A couple of hours later, I received another email, this time from a different human. I immediately assumed I would have to re-explain everything. Much to my surprise, this is what the email said:

I understand that you are unable to download the song “Why Can’t This Be Love” as your [sic] getting error -1000000. I know how eager you are to have this resolved at the earliest. I will be glad to assist you today.

Joey, please accept my sincere apologies for the frustration this download has caused. I took the liberty of removing the file causing the issue from your download queue. To give Apple time to investigate the issue and make any corrections that may be necessary, please wait at least two weeks before repurchasing this title.

I have issued a replacement song credit to your account. You can use the credit to buy a song of your choice from the iTunes Store.

So, while it kind of stinks that it could be two or more weeks before I can get the track replaced, it’s nice that they refunded me the money for the track so quickly. That’s nice, fast, customer service.