Apple – Have They Done Some Wrong?

So, as Mr Sod and his law would guarantee, as soon as I wax lyrical about Apple, I get hit – big time. My iTunes account has been hacked.

I got sent an email receipt for about £7 or so. Straight away I knew that wasn’t me – I tend to only use iTunes for music storage and syncing, rather than buying anything, so immediately I realised that someone had access to my iTunes account and potentially my bank details.

A lot of people panic and start blubbing at the first sign of Internet fraud, but although I wasn’t best pleased, I reasoned that I take enough precautions with my online use that this shouldn’t be a massive widespread issue and that whatever had happened could be resolved, albeit with some amount of hassle to me.

I reset my iTunes password as well as any other website accounts that used similar passwords and tried to find a contact number for Apple. This is where they suddenly become less user friendly than usual. By putting all their efforts into design and in-store experience they are somewhat lacking in the direct contact routes in times such as this. Don’t get me wrong, I can appreciate why they do it – I can only imagine the number of calls from Grandma Joan they would get saying “oooh lovey, my Internet machine’s been infected by one of thems flu virus thingies” if the number was more up front, but I did actually NEED to speak to them. After resorting to Google searches around the same kind of thing, it appeared that ad-hoc iTunes gift card purchases were the most common Apple fraud. But what had I experienced? Some rogue downloads of Music From The OC Volume III. Typical, I can’t even get a hacker with decent taste or decency.

Anyway, eventually I tracked down a link to an Apple web form and dropped them a line. To be fair, the autoresponse gave all the right noises, telling me I’d hear back soon.

Sure enough, the next morning, a very personal (although obviously templated in parts) email came through from Sarah who was going to personally deal with my issue, and had already reunded the £7, no questions asked. Whether or not it really is someone called Sarah helping me, or if it’s a former brickie called Kev from Sunderland, it doesn’t really matter, it’s that personal touch that is missing from so many other companies that matters.

Anyway, I then checked my iTunes purchases through the software itself. Uh oh, another four sets of purchases totalling £25 each. Starting to get a little bit more concerned, I was re-assured by Sarah’s email, and simply sent her the additional fraudulent orders.

Hopefully this will all get resolved quickly and I won’t have to trouble my bank for a new card. Certainly, what could’ve really put me off Apple has so far made me like them even more. Simple things, done nicely. Why can’t all companies be like this?

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