Apple, You’ve Got Some ‘splainin’ To Do…

On August 7, 2008

I’ve got a question for Apple… actually a few of them but all fall under the category of-

"What is Apple’s responsibility to customers who make purchases through the App Store?"

The answer we seem to be getting is- None.


I do a lot of shopping on Amazon. Their prices aren’t always the best but 9 times out of 10 I purchase through them. Why? In part because it is convenient but most of all Amazon stands behind their sales!!

If I purchase electronics through them and immediately have an issue with it, they don’t refer me to the manufacturer, they take it back. Heck, I didn’t like the Kindel after using it for a week and they took it back. They didn’t even charge me a fee the way another major company does. 

I downloaded a movie from them whose image and sound were out of sync. My account was credited within moments. I purchased music from Amazon last month. Soon after I had to format my hardrive nd forgot to back up beforehand. That new music was entirely lost. I emailed Amazon to see if there was anything I could do. They responded within an hour and politely explained that once music is downloaded it is my responsibility to back it up. (They are right, it is my responsibility.) They went on to say that they would make a one time exception and allow me to download the tracks again.

Let me write that again- Losing the music was entirely my fault but they allowed me to download it again.

Why wouldn’t I want to give my business to a company like that?

Now let’s look at my experience the other night. A new app was released on the App Store. I had been looking for a voice recognition program and wanted to be able to recommend one to all of you. I immediately purchased it. It didn’t work. Plain and simple, it did not work. When I fired it up I got a splashscreen and then it crashed. (It isn’t my iPhone since everything else is currently rock solid.)  

I immediately reported it to Apple. I received a response that I needed to check with the developer. Problem is the developer’s site doesn’t work. I waited two days to see if I would hear anything. I haven’t. I went back to the App Store to file a second complaint about the app. Guess what? iTunes told me that I have already filed a complaint and there is no link to make a further report. Translation- Tough Luck!

I checked the iTunes "Terms of Service Agreement". It states-

Products may only be downloaded once; after being downloaded, they cannot be replaced if lost for any reason. Once a Product is purchased or rented (as applicable) and you receive the Product, it is your responsibility not to lose, destroy, or damage the Product, and Apple shall be without liability to you in the event of any loss, destruction, or damage.

But what if the product sold just doesn’t work? Doesn’t Apple have SOME liability here?

Rant Over.