Apple has begun rolling out a redesigned version of its iTunes Store “Report a Problem” tool to a select batch of customers. Up until earlier this month, the tool has been exclusive to inside of the iTunes application on OS X and Windows. However, the new version of the tool is accessible via web browsers on computers and mobile devices.
The ability to access Report a Problem on your mobile device feeds into Apple’s recent post-PC device initiative. Users can finally handle iTunes problem reporting if they only own an iPad, iPhone, or iPod touch.
The iTunes “Report a Problem” feature allows users with certain content issues to discuss the issue with an iTunes Store customer service representative. Apple lists different issue options depending on whether the purchase is a song, app, or movie. For example, here are the current options for songs:
These will vary for other media types, but the main issue ideas are similar across apps, movies, and other iTunes-sourced content. Typically, users would have to fill out this form and then further discuss the issue with an iTunes customer service representative over email. Now, Apple’s new system is automated and can accept or reject refund requests automatically. This is notable in terms of the work of Apple’s customer service employees. These people will now be able to focus on other aspects of customer service rather than working on refund requests over email.
Apple has provided training manuals to select AppleCare employees regarding the new process:
While the program technically began rolling out on March 13, 2013, the rollout will occur over “several months.” A select number of U.S.-based iTunes Store users have apparently received the new tool. Apple plans to release the new tool to the rest of its U.S. customers in a second phase. Phases 3 and 4, on a rolling basis, will cover the rest of Apple’s supported countries for the iTunes Store.
We have yet to receive the new tool, so it is unclear if the interface for the process is also redesigned. Users have previously complained that the tool is difficult to find and use, so hopefully Apple has repaired those concerns as well.
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