iTunes good for music…not so good for customer service satisfaction…..
Becoming the victim of credit card fraud was something that I had never expected although I know that it happens to millions of people every day. I think I was most surprised only because I work for a law firm and I guess I didn’t believe that someone would be stupid enough to try and steal from lawyers. Fortunately for us we have a great credit card company that is very helpful when dealing with this type of issue. However, as part of the process it was my responsibility to contact the merchants that had approved to fraudulent purchases and file a claim with them also which I suspected would be no big deal, I was clearly wrong.
One of the two merchants I had to contact was iTunes and for all the money and power the company has one would think they could invest a little into their customer service. I obtained the customer service phone numbers for each merchant from the lovely representative at my credit card company and given instructions to follow as to how to file the claim with the individual companies. The first company I spoke with had wonderful service and was extremely helpful, it took no more than 10 minutes and I was able to file my claim. When it came time to call iTunes it was a very different story.
I dialed the 800 number as given to me by the credit card rep and verified by matching it to the number on my credit card statement however, all I received was a prerecorded message telling me if I had any problems with my account that I should log in online! Hello?? I am trying to file a stolen card claim; I don’t have an iTunes account using the business credit card. After trying all the defaults like Press “1″ for a customer service representative to no avail I became completely aggravated. I mean what was I supposed to tell the boss, “sorry we are stuck with bogus iTunes charges because they don’t have any telephone customer service?”
I decided to call back the credit card company and tell them what happened; the customer service agent put me on hold and tried herself with no results as well. She came back on the line sounding a little irritated also and assured me that they would investigate it and find a way to contact the company. I was grateful and within hours had an email from the credit card company confirming that they had removed the charges and would contact us if they needed any further information.
We received our new cards in the mail the next day and our statement was credited for the bad charges. While having a credit card get stolen is never a good experience, it has taught me a lot about how important good customer service is. I am hopeful that when I have to return the paper shredder we purchased online I won’t have any problems, but like most things in life these days one just never knows.
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