Disapointed with itunes support hope someone has a answer

Question

I should first say that the purpose in this post is not to slam itunes support but to find someone with a helpful answer.
About two weeks ago my computer started telling me that 100 of my songs could not sync because they were not authorized with this computer. I click to authorize, it tells me this computer is authorized. I went to the Apple support page and discussion boards and I have tried every option. When nothing worked I sent a message to itunes support stating everything above.
Below is the frustrating correspondence I'm now having with itunes support.
ME:I can't authorize my system to play purchases my system keeps requesting that I authorize, then tells me I am authorized. I have done all the trouble shooting options found on the apple support page and spoken to a iphone support person and they said the problem is with itunes. Please help.
ITUNES:Dear N
Thank you for contacting iTunes Store Customer Support. My name is Pradeep. I am glad to assist you for the day.
I apologize for the delay in response from us. The delay is happening due to unexpected high volume of request. I know it must have been difficult for you to wait for a response from us and I deeply regret that.
N, please accept my sincere apologies for all the frustration caused you.
I am sorry to hear that you are repeatedly asked to authorize your computer. I know how disappointing that must be.
N, the information in this article should help you resolve this:
iTunes repeatedly prompts to authorize computer to play iTunes Store purchases
http://support.apple.com/kb/TS1389
If you are still asked to authorize your computer after following the instructions in the article above, please let me know and I will assist you further.
Thank you for understanding and patience. You are a valued member of the Apple family. Your experience with the iTunes Store is of utmost importance to us. Thank you for being an iTunes Store customer.
Have a nice day !!!
Sincerely,
Pradeep
iTunes Store Customer Support
ME:As I said in my original email, I have tried all of this, it is still not working.
(in the email below he was wrong I don't have two accounts, my husband and I have two diffrent accounts and home sharing)
Itunes:Thank you for contacting iTunes Store Support. I am Pradeep again. I glad to assist you for the day.
N, please accept my sincere apologies for all the frustration caused you.
I'm sorry to hear you're having trouble authorizing your computers to play your purchases.
I did a little investigating and found that you have multiple iTunes accounts:
Please note that it is not possible to merge two or more accounts, and your computers need to be authorized for all of your accounts or some of your purchases may not play.
To authorize your computers, follow these steps on each computer for each account:
1) Make sure you have installed the latest version of iTunes. You can download the latest version free of charge:
http://www.apple.com/itunes/download
2) Open iTunes.
3) From the Store pull-down menu at the top, choose Authorize Computer.
4) Enter one of your account names and the password for the account.
Note: You must select the AOL button for your AOL accounts and the Apple button for your Apple ID accounts in order for authorization to be successful.
5) Click Authorize. A dialog will tell you if the authorization was successful or unsuccessful and how many computers you have authorized for that account.
Repeat steps 3 to 5 for each account listed above.
If you forgot the password to one of your Apple ID accounts, you can recover it using the Apple password-recovery website:
http://iforgot.apple.com
If you can't remember your AOL password, call AOL at 1-800-827-6364 or click the link below to be taken to the area of AOL's website where you can reset the password yourself:
https://account.login.aol.com/opr/_cqr/opr/opr.psp
To figure out which account you used to purchase a particular item, follow these steps:
1) Control-click (or right-click) the item in your iTunes Library.
2) Choose Get Info from the menu that appears.
3) Click the Summary tab.
Note the account name that appears in the list. The account name that appears is what it was when you purchased the item. Even if you have changed your account name since then, the item's Summary will continue to display the original account name.
You can also review your entire purchase histories. This article shows you how:
http://support.apple.com/kb/HT2727
Thank you for understanding. I really appreciate your patience N. You are a valued member of the Apple family. Your experience with the iTunes Store is of utmost importance to us. Thank you for being an iTunes Store customer.
Have a nice day !!!
well again he sent me to the website I already told him I have been to, and I also said the whole problem is that the prompt tells me to authorize when it is authorized, WHY did he think he needed to tell me how to authorize my computer?
ME: Once again, the computer IS authorized! The music that will not play is a random 100 songs out of over 1000 that had been purchased on MY account. You have not provided me any information that I have not already read and tried from the apple support web page.
Once again if you had read the first email you would know this. I must now request a supervisor to contact me preferably by phone at xxx-xxx-xxxx. If it must be by email please be sure that my problem is thoroughly investigated before contacting me, as I am tired of repeating myself.
Well; once again he tells me to try options that I have done, and stated in my first email.
Itunes:Dear N,
Thank you for contacting iTunes Store Support. I am Pradeep again. I glad to assist you for the day.
N, please accept my sincere apologies for all the frustration caused you.
As an Advisor for the iTunes Store, I handle issues related to billing, downloading, customer accounts, and the items available on the iTunes Store. Although your question falls outside of my area of specialty, I will be happy to assist you with resolving your issue.
Listed below are some helpful tips and links. Once you have found a category that relates to your issue, follow the instructions or click on the associated link to go to that page.
A wide variety of helpful tutorials, troubleshooting steps, and support information can be found on the iTunes support website:
http://www.apple.com/support/itunes/ww
For answers to general questions about iTunes, open iTunes and choose "iTunes Help" from the Help menu.
To post questions and read answers provided by other iTunes users, you can participate in iTunes discussions at our Discussions forum:
http://discussions.apple.com/category.jspa?categoryID=149
Technical assistance and service information for your iPod is available on the following page:
http://www.apple.com/support/ipod
If you require more assistance, you may wish to call our AppleCare technical support team. A technical Advisor will be able to tell you about Apple's complimentary and fee-based support options as well as assist you in determining what option might be most helpful in this case. To find the appropriate phone number, please visit:
http://www.apple.com/support/contact/phone_contacts.html
1-800-275-2273
Another option is to simply describe your issue using our website and arrange for an Apple Expert to call you. Using this option, you can receive a phone call now, or make an appointment to have an Apple Expert call you later if that is more convenient. To explore the Apple Expert option, please visit:
http://www.apple.com/support/expert
Thank you for understanding. I really appreciate your patience Nicole.
Have a nice day !!!
Sincerely,
Pradeep
iTunes Store Customer Support
At the point when he even says this is out of his league but he's not sending it to someone who can help, I think I may loose it. This is my last responce, yes it was a bit angry but not nearly as angry as I wanted to be. I have yet to hear back.
ME:How many times do I have to tell you? I Have Done That!!! I Have Spoken with apple support, the problem is something iTunes must fix! Why am I forced to continue to tell you the same thing over and over again?
It is painfully clear you lack the ability to help me. Please send this to someone who can.
This is so frustrating. And message boards all over show the same problem. 100 random purchases that will not play, and the trouble shooting options not working. I dont know what to do.
Oh and I have tried removing the 100 songs it just picks a new 100 songs not to sync.

Answer 1

That's a shame. http://support.apple.com/kb/ts1389 should cover most of the issues. The 100 random songs bit is simply that iTunes only bothers to list the first 100 problem songs. At that point, as far as iTunes is concerned, none of your songs are authorised. Again, I realise you've probably tried this already, but is your user account an admin account, or have you tried switching to an admin account to authorise the computer? Do the songs play in iTunes only then not to sync or will they not play either? It may be worth looking at the permissions on the C:\ProgramData\Apple Computer folder and making sure that Everyone & SYSTEM both have full access, then replacing the permissions on child objects, before attempting the SC.Info removal tip again.
I'm just shooting in the dark here however. If I recall the one time I had the problem personally the fix was to deathorise the PC, attempt to play a DRM'd track (i.e. don't use Store > Authorise computer first), authorise, job done. Hopefully there are others on these boards with more experience resolving this type of issue who can wade in with suggestions. I guess if it were me I'd also check I can at least get a different machine properly authorised to my account, i.e. put a DRM'd track on a USB stick and make sure I can play it on another machine. If you're at the 5 computer limit deauthorise all may also be worth a shot.
tt2