Drie dagen bezig geweest om Admiral Freebee's nieuwe album via Apples' Itunes op mijn ipod te downloaden, maar niet gelukt!! Hier een mailconversatie met de helpdesk. Editted (...) om wat saaiheid te vermijden (ik schreef de eerste mails niet geheel zonder frustratieverminderende drankjes 
)
Dear sir, madam,
I have 2 problems regarding the same album "Admiral Freebee - The Honey & the Knife".(1) I tried to buy this album for my new Ipod (after the last one broke) on a cleanly installed itunes. (...) Can you check if I have not paid twice for it?
(2) After purchasing the music, iTunes started downloading 3 songs at a time. That took only several seconds. Then it started processing them, bringing my entire system to its knees for more than 1.5 hours before I gave up and tried to quit iTunes (WindowsXP in a vmware box with 1GB, 3GHz P4 with 2GB ram). Itunes did not quit by itself, no matter how often I asked it to (and responded correctly to it's question), so I had to kill it. After starting iTunes again the songs were gone and I couldn't download them again (...)
First: could you allow me to download the album again? I will be more patient and let my computer run for the whole week if necessary (...).
kind regards,
baschie
Dear Baschie,
Welcome to iTunes Store Customer Support. Baschie, I am Chaithra and I will be glad to assist you. I understand from your email that you purchased this album and you want to know whether it was charged twice and also the songs are not downloading as expected. I am sorry for the inconvenience caused to you.
Baschie, I will do my best to resolve the issue. I checked your account and found that the playlist was charged only once. I have posted the fresh copy of this playlist "The Honey & the Knife" to your iTunes store account "baschie@somemailaddress.com". You can now download this item from your download queue and please let me know whether it downloaded fine or not.
Please follow these steps to download the item: (...)
Baschie, I look forward to your reply. Have a great day!
Best Wishes
Chaithra
iTunes Store Customer Support
My hours are : 7A.M- 4P.M EST Sunday to Thursday & Sunday
Natuurlijk werkte dit niet, en was ik de hele dag, en de volgende dag, bezig om te proberen individuele liedjes te downloaden en te laten "processen". Alles heb ik geprobeerd: vmware disks defragmenteren, de vmware machine in de DMZ zetten, verschillende vlaggen in mijn router uitzetten etc. Chaithra was zo behulpzaam, ze kon niet wachten! 
Dear Baschie,
Its Chaithra again. Baschie, I would like to know whether the playlist I reposted downloaded without any problem. I request you to please let me know about it.
Baschie, I would be waiting for your response.Thank you for your understanding and patience. Have great day!
Dear Chaithra.
Yesterday night I managed to download 2 of the 13 songs. According to the file dates each took about 2 or 3 hours to process. My itunes downloads the songs in 3 or 4 seconds (completely filled blue bar), then processes each file until Itunes crashes. I have again now lost most of the files this way and am still trying for ways to get itunes to process the files faster by playing with my internet router settings.
My problem is very similar to what is found here
Kind regards,
baschie
Dear Baschie,
Its chaithra again. Baschie, it looks like the playlist has content issue, I have submitted the playlist for investigation. Apple takes the quality of the items offered on the iTunes Store seriously and will investigate the issue with these items, but I can't say when or if the issue will be resolved. Please try again in a few weeks.
Baschie, the order containing this item is currently processing. Once the order is processed I will refund the amount for your and email you the confirmation of refund done for this playlist. Please note that processing can take up to five business days from the date of purchase. Thank you for your patience in this matter.
Baschie, I would like you to have 5 song credits to your iTunes account "baschie@somemailaddress.com " as a goodwill gesture and as a compensation to the inconvenience caused to you, which you can use to buy the individual songs of your choice from the iTunes Store.
When you sign in to the iTunes Store with this account, the song credits will appear (... bla bla technical detail)
Baschie, thank you for your understanding in this matter. I hope that you continue to enjoy using the iTunes Store. Have a great day!
Dear Chaithra,
that's exactly the kind of service I would have liked to see. After reading some of the fora I had hard hopes for the support offered by Apple, but this shows that the intension is still very much to please the customer (and isn't that why people would keep coming back).
Thank you for your kind response, and I hope I didn't come across as too frustrated with my first iTunes experience.
Kind regards,
Baschie
Dear Baschie,
Its Chaithra agian. Thank you for your kind words. I will get back to you after the refund is done within few days of time. Thank you for your understanding and patience in this matter. Have great day!
Het komt niet alleen goed met deze wereld. Het komt zelfs goed met deze online, apple gedreven wereld! Waren alle helpdesks maar zo hulpgevend en vriendelijk. Petje af en pluspunten voor Apple!!
Have a great day!
(Ow, en hou je van covers, dan is dit een aanrader: http://www.amazon.com/Great-Jewish-Music-Serge-Gainsbourg/dp/B00000B73U )
