Gripes and Grins

Gripe: MacApp Store Issue Solved by Install Disc

Since my last post, I received two helpful and responsive email solitications from the iTunes Support team.  I generally rate the iTunes support team as good.  I'm still not sure why iTunes Support is interfacing with customers that have MacApp Store fail issues.  The important point is that these folks were helpful and willing to try anything I suggested, such as resetting my logins and logging in to replicate my experiences. 

The end result is that I was assured that creating a new and different appleID (not my current appleID associated with iTunes) would fix this issue.  I'll never know if that "solution" would work because I chose to simply by the iWork install disk a week ago and move on with my life. 

So there you have it: Digital Right Management objective acheived with a less-than-awesome customer experience.  

So, does this moment signal the end of Apple exceptionalism?  For me, yes, for others, I'm sure some would say that this minor friction should be easy for me to overlook.  I had that attitude for many other instances of less-than-good Apple design over the last four years, so I understand it.  Bu, others (and I know them) stopped worshing at the alter of Apple around iTunes 4.0, which was widely adopted, but a much-maligned U-ex. 

For me, the bottom line is that Apple still makes my phone, pcs, and, extensibly, controls the way I consume, buy and share digital media.  But, recently, my switching costs for Apple products stopped including "product affinity".  And, that's a dangerous spot when you're operating a massive business predicated on premium-priced products and existing customer affinity. 

Gripe: MacApp Store (updated)

First, the disclaimers.  I know a few people at Apple, and I actually know some folks that work on the store.  Second, my overall support and usability expectations are higher for Apple products, which I fully acknowledge.  Third, Apple enjoys a brand reputation for a better overall experience, so they deserve this kind of heated gripe. 

Apple, you're slipping. I know you're stock is soaring and your operating capital is nice. I don't even mind that the initial iPod wasn't your idea or design. But, I've always appreciated that your products and services just work. Except when they don't.

I don't get the Mac App store App.  I'm installing an app to buy an app.  That's me inserting a hurdle between me and the store.  It just feels like a dumb DRM move.  Really, Apple? What's worse, it's not working. 

The Mac App store help page has 5 entries in the troubleshooting, my issue is one of them.  Here's what they have to say about my symptoms:

"If nothing happens after clicking Buy when purchasing an app

Select the Purchases view at the top of the Mac App Store window. Look for your purchased app. If it is listed under Purchases and says Installed next to it, check your Dock or Applications folder for the app. If the app's listing under Purchases says Install next to it, click the Install button. The app will then be downloaded and installed into the Applications folder. You will not be charged again for the app.

If the app is not listed under Purchases, your previous attempt to buy was not completed and you were not charged for the app. Navigate to where you tried to purchase the app earlier and click the Buy button for the app. This will charge your account for the app. If you delete the app and wish to to reinstall it later, you can use the Purchases view to reinstall it without being charged again."

So five minutes ago, I submitted this help ticket.  It wasn't really a request for help, more of a taunt with several veigns of criticism, mostly about their physical operations as well. I'll keep everyone up to date on the resolution. 

I have a brand new macbook pro and I downloaded the app store app and signed into the store with my existing apple ID, which I use for iTunes and my other, older Macbook Pro.  I'm trying to buy a lot of sotware for this new mac, without going to a physical store.  But, when I go to buy, I get through the buy flow, confirm the purchase intent and then I don't get anything -- no DL dialogue, and my account status shows that I have zero purchased software.

 Seriously, this is really pissing me off.  Getting to an Apple store is a real pain-in-the-ass because your physical stores are located where there is absolutely no parking (Downtown Palo Alto, Union Square SF?!) or the store is a renovated closet with asinine store hours for people that want to work  (Stanford shopping mall, open at 10am?!).  The options for me right now is order online and wait 24 hours for an empty box or submit this ticket and wait 24 hours.  Awesome.

 

Updated Feb 11 4:17PM PDST

Response and my second efforts below. Now this is going to get interesting.

Hi Tina,
I have no idea what you're talking about in this email.  Per my ticket info, I'm having trouble buying Keynote for my Mac via the Mac App Store.  The only thing that is related to iTunes is my Apple ID.  What do I have to do to buy and download software from the Mac App Store?

Sincerely,
Aaron Burcell

PS -- I'm blogging this experience in an effort to help others, because this experience is pretty darn sucky.

----- Original Message ----
From: "macappstore_english_us_support@apple.com" <macappstore_english_us_support@apple.com>
To: xxxxx@yahoo.com (edited for posting)
Sent: Fri, February 11, 2011 3:21:32 PM
Subject: Re: Mac App Store Account and Billing; Follow-up: 138883781

Dear Aaron,

Tina here from the iTunes Store. I hope you are having a wonderful day so far. I see from your email that you have some of your purchases that you have recently made, not showing up in your download queue for you to download and add to your account. Being an iTunes Store customer myself, I can understand your eagerness to get this resolved. Please be assured I am happy to help you in any way I can.

Aaron, I have added the three orders on your account that you have recently purchased back to your account for you.

Please follow these steps to download the items:

1) Make sure you're using the latest version of iTunes. It can be downloaded free of charge from the iTunes website:
 
http://www.itunes.com/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 to do the same thing:

https://phobos.apple.com/WebObjects/MZFinance.woa/wa/checkForPurchases

3) Enter your account name and password, then click the Check button.

The items should begin downloading and appear in your Purchased playlist. If you receive an error message while downloading, try again after turning off any firewall or web-accelerator software that you may have installed. If the download process is interrupted for any reason, it should resume once you reopen iTunes.

This article provides information about resuming interrupted downloads:
http://support.apple.com/kb/HT1725

If you don't see the items in your iTunes Library, please include this information in your response to this email:

- The name of your Internet service provider (ISP)
- The type of Internet connection (such as dial-up, cable modem, or DSL)
- Any troubleshooting steps you may have taken
- Any error messages you may have received

I would like to make sure that your iTunes experience is the best it can be. If you have any further questions regarding this issue Aaron, please reply to this email and I will be delighted to assist you. Have a great day!

Sincerely,

Tina
iTunes Store Customer Support


Please note: In the week of February 6th to February 12th, I work Sunday, Wednesday, and Friday 12:30 PM to 9 PM. I also work Tuesday and Thursday 8:00 AM to 4:30 PM. I have Monday and Saturday off.

Thank you for allowing me the opportunity to assist you. You may receive an AppleCare survey email; any feedback you provide would be greatly  appreciated.

Customer First Name : Aaron
Customer Last Name : Burcell
email : xxxxx (edited for post)
Web Order # :
Support Subject : Mac App Store Account and Billing
Sub Issue : undefined
Comments : See additional info below
OS version: Mac OS X 10.6.6
Country: US
Apple ID: edited for posting
Specific request: This app didn't function as expected
Item title: Keynote
Details: I have a brand new macbook pro and I downloaded the app store app and signed into the store with my existing apple ID, which I use for iTunes and my other, older Macbook Pro.  I'm trying to buy a lot of sotware for this new mac, without going to a physical store.  But, when I go to buy, I get through the buy flow, confirm the purchase intent and then I don't get anything -- no DL dialogue, and my account status shows that I have zero purchased software.

Seriously, this is really pissing me off.  Getting to an Apple store is a real pain-in-the-ass because your physical stores are located where there is absolutely no parking (Downtown Palo Alto, Union Square SF?!) or the store is a renovated closet with asinine store hours for people that want to work  (Stanford shopping mall, open at 10am?!).  The options for me right now is order online and wait 24 hours for an empty box or submit this ticket and wait 24 hours.  Awesome.

TrackID: 13512158

Grin: I joined Grockit!

I recently joined Grockit as the VP of Marketing.  It all happened really fast, so I thought I'd post a short (relatively short) explanation. 

When I left Gazillion last Spring, I knew I wanted to return to the intersection of games and education.  I just didn't think an opportunity would come to me so quickly after my SmartyCard experience.

SmartyCard was an awesome experience.  The solution was elegant, the people were very talented.  And, even if the company was short-lived, SmartyCard alumni have gone on to do wonderful things at Xbox, Kabam, Google and A Bit Lucky.  All of that noted, I think all SmartyCard alumnus miss going to bed at night knowing that they were working on learning games -- even if we were *only* focused on supplemental education. 

To that last point, when I was approached by Roy Gilbert and Farb Nivi to join the team at Grockit, I pounced.  I'd been following Grockit.  But, I had no idea what kind of ambition, vision and company culture existed at Grockit until I met the team in late January.  The team here is genuinely brilliant.  The company culture is a unique combination of high-velocity, lean-practices and grown-up interpersonal communications. It helps that the executives are so accomplished, and the venture investors are outstanding.  These people are stewards of an awesome service and an awesome company culture.  And, there is so much more here: There's a genuine determination to change and improve how people learn and teach. 

And, it's that revolutionary attitude that gets me up every morning.  That's why I've always worked at startups.  Not for the $ or the drama.  I love big ideas.  Grockit is a big idea.  I'm honored to join this team. 

Now, I have to get back to work:)