Why I can no longer have nice things.

Question

Hello Stuart,
Rob from iTunes Store support here once again to address your concern.
I see that you are asking if it is possible to forward an email to our Technical Support team. I certainly acknowledge your eagerness in having this matter cleared up. Let me see what can be done for your case.
Stuart, after looking into this, it appears that we are unable to directly forward an email to the tech team. Issues like this would need to be handled over a spoken conversation (either over the phone or directly at the Apple Store), as our Technical Team will need to ask you some questions in order to isolate, probe, and duly troubleshoot your issue. I can give you this number though as a Case ID: 307871364.
I sincerely apologize for any inconvenience this issue has caused you. As a valued iTunes Store customer, Apple appreciates your business and thanks you for your patience and understanding. Have a great day, Stuart!
Sincerely,
Rob
iTunes Store Customer Support
http://www.apple.com/support/itunes/ww/
Please Note: I work Tuesday to Saturday, 9:00 PM to 6:00 AM CST
Thank you for allowing me the opportunity to assist you.
Many thanks for the reply, but isn't there an email that my problem can be forwarded to in your tech support? After all they'll need to access the details I've listed and previous attempts to rectify the fault..
I also have screenshots of the various faults in their various stages which won't be viewable over the phone!
Yours,
Stuart wilkinson
On 17 Jan 2014, at 05:53, iTunes Store <[email protected]> wrote:
Hello Stuart,
Rob from iTunes Store support here once again to address your concern.
I am sorry to hear that you are having trouble getting your song onto your iPhone, although you were able to download it onto your computer. In addition, you seem to having issues with Mail as well, although feel free to correct me on that. I understand just how much having this issue settled and cleared up means to you. Let me see what can be done for your issue.
Please bear with me, though - being a part of the iTunes Store Customer Support team, which answers nontechnical questions exclusively about billing, customer accounts, downloading purchases, and iTunes Store content, I am a bit limited on the depth of support I can provide on the tech side of things for issues like this. We actually have a separate team that specializes in issues like the ones you have.
Stuart, you may try the following articles to help with syncing your song:
iOS: How to transfer or sync content to your computer
http://support.apple.com/kb/HT1296
iOS: Syncing with iTunes
http://support.apple.com/kb/HT1386
Stuart, you can also visit Apple Support Communities for information and assistance with iTunes. Apple Support Communities allow everyone, from new users to professionals, to interact and share their knowledge and experience. You may find another user with the same operating system or ISP who can offer advice.
Let me advise you though that Apple provides these only as a convenience to our users. Apple has not tested the information found on these sites and makes no representations regarding its accuracy or reliability. There are certain risks inherent in the use of any information or products found on the Internet, and Apple assumes no responsibility in this regards.
You can find that here:
http://discussions.apple.com/category.jspa?categoryID=149
Stuart, as an iTunes Store support agent I am very limited on the technical support I can provide. Considering the very technical nature of your concern, and to ensure that everything goes well, you'll want to take this inquiry to the next level by contacting our Apple technical support team.
Don't worry though, for they're great people and they will be able to work with you to resolve your issue.  One way to reach them is through this number: (44) 0844 209 0611.
All you have to do is explain your issue and explicitly ask for a Technical Advisor. In addition, you can get advice, insight, and hands-on technical support at a local Apple Store. All you have to do is find the Apple Store nearest you and click the link to make a reservation at the Genius Bar:
http://www.apple.com/retail/storelist
Hopefully they can clarify any concern you still have. As a valued iTunes Store customer, Apple appreciates your business and thanks you for your patience and understanding. May you continue to have a wonderful iTunes Store experience, Stuart!
Sincerely,
Rob
iTunes Store Customer Support
http://www.apple.com/support/itunes/ww/
Please Note: I work Tuesday to Saturday, 9:00 PM to 6:00 AM CST
Thank you for allowing me the opportunity to assist you.
Hi there,
I've tried hooking up to my pc and downloading.. And it's now on my pc, but I still cannot get on iPhone.
I've tried copying across in iTunes to no avail. It still comes up as saying the file isn't there and is only in the cloud.. And surprise surprise when I try to download from the cloud, I cannot download at this time.. Please retry.
Please please please forward to the brainiacs who created the new iOS as it has caused nothing but confusion and errors with iTunes and App Store purchases since it's launch.
I also have 37 unread emails, even though all accounts and folders are ticked as read.. But that's just the great thing about this new iOS... Fan-tas-tic.
Please can you allow me to listen to my purchases that I have paid for on my apple products which I have also paid for...
Yours disgruntled in Chelmsford,
Stuart Wilkinson
On 4 Jan 2014, at 06:10, "iTunes Store" <[email protected]> wrote:
Follow-Up: 307871364
Hello again,
I wanted to send a quick note to see if you are still experiencing any difficulties with the iTunes Store. Resolving your issue is important to me, so please don't hesitate to reply if you need any further assistance.
Sincerely,
Rob
iTunes Store Customer Support
http://www.apple.com/support/itunes/ww/
Please Note: I work Tuesday to Saturday, 9:00 PM to 6:00 AM CST
Thank you for allowing me the opportunity to assist you.
Dear Stuart,
Thank you for contacting us. My name is Rob from iTunes Store Support, and I will be helping you with your inquiry.
I'm sorry to hear that you are having trouble downloading your purchased song for the second time around on your iPhone. As an avid music listener, I know just how upsetting this issue can be. No worries though, for I will do my best to provide a resolution for your concern.
Stuart, after looking into this matter, I saw that the item in question is awaiting download on your computer. With that said, you can try to get the song to download on your computer, and then transfer it to your device afterwards.
These steps can help download the song on your computer:
1) Make sure you're using the latest version of iTunes (11.1.3). It can be downloaded free of charge from the Apple website:
http://www.apple.com/itunes/download
Note: Installing the latest version of iTunes will not affect your library or any items in your account that you haven't downloaded.
2) Open iTunes. From the Store menu at the top, choose Check for Available Downloads. You can also click this link, as it does the same thing:
https://phobos.apple.com/WebObjects/MZFinance.woa/wa/checkForPurchases
3) Enter your account name and password when prompted, then click the Check button.
Your purchase should begin downloading. If you receive an error message when downloading, try again after turning off any firewall or web-accelerator software that you may have installed.
After downloading the song on your computer, you can transfer it with the help of these articles:
iOS: How to transfer or sync content to your computer
http://support.apple.com/kb/HT1296
iOS: Syncing with iTunes
http://support.apple.com/kb/HT1386
If your purchase does not download successfully after you've followed these instructions, do let me know and I'll have the issue investigated for you.
Hopefully this clarifies any concern you still have. Thank you very much for being a loyal iTunes Store customer. For any inquiries, we are just one email away. Have a very nice day, Stuart!
Sincerely,
Rob
iTunes Store Customer Support
http://www.apple.com/support/itunes/ww/
Please Note: I work Tuesday to Saturday, 9:00 PM to 6:00 AM CST
Thank you for allowing me the opportunity to assist you.
Customer First Name: Stuart
Customer Last Name: Wilkinson
Lang_Country: en_gb
User Storefront: UK
Web Order #: M********6B
Content Title: Alive (feat. Jacob Banks) (Brand New Machine (Deluxe Version))
Provider Name: Universal Music International
Track IDs:
Purchase Date : 2013-12-11 02:43:04 Etc/GMT
Purchase Device : iPhone
Comments : 2nd time I've purchased this song as I had it refunded due to it being unable to download. And now it's frozen again.
I can't download it, can't cancel it, can't re-download it.
It's just frozen in the download screen, and when tapped to retry "purchase cannot download at this time"..
This has happened since the iOS update that changed the format in which the whole operating system appeared .. Please help
<Email Edited by Host>

Answer 1

Ah yes school boy error there out of frustration and discontent..
My issue is with music/apps/films etc not downloading from iTunes / App Store.
They initially fail and message is displayed stating unable to download / purchase at this time, yet if I retry it says I've already purchased (?) or alternatively I go to the purchased section and there they are waiting with the cloud symbol..
However some items get frozen in the download window and cannot be retried or deleted. Message appears stating to tap to retry, but even if you stole every bath and sink in the uk you'd still not have enough taps.
I post here as the iTunes guys are useless in there 'help' and have only advised posting here or phoning apple, at my expense, to explain a problem that could be rectified by forwarding my original email to a techie. However the tech team apparently don't have an email address as they're from ye olde Middle Ages..!
Anyways I digress.
So I tried sync to pc, but instead of showing the file as ready to listen/use/view, the iCloud symbol shows and I'm back to square one as the item is unable to download..
At frustration station waiting for a train from pain...
All my software is up to date, and had all worked fine prior to the last big iOS update that resulted in all the changes in display and dismay.
Answers in a postcard :-)
Much love