Fuck yeah Apple

I recently purchased Notesy app for my iPhone and was so surprised when I found out that there is maximum file size limit which wasn’t mentioned in the app description. I created a text file (2kb) and when opening it on Notesy it simply shows up as read only (when I have a file less than 100kb it worked fine - although I haven’t tested what is the threshold)

I tried to contact the developer twice (the other email was for other question which is not related to the bug) but receive no response. So I decided to contact Apple Store instead to ask for a refund. Below is my email conversation with the Aparicio - Apple customer support

Hi Ronald,

Greetings from iTunes Store Support. My name is Aparicio. I understand that Notesy for Dropbox has a file size limit you were not aware of. I’m aware the content you purchase did not meet the standard of quality you have come to expect from the iTunes Store and I understand how important is it to receive the quality your pay for.

Ronald, I have reversed the charge for “Notesy for Dropbox”. You will see a credit of $5.49 AUD, plus any applicable taxes, in five to seven business days. If store credit was used, you should see the credit after you sign out of the iTunes Store and sign back in.

Because it is important to me that this issue is further escalated, I have also submitted this item for investigation. The iTunes Store will investigate the issue and will try to fix it. I can’t say when or if the issue will be resolved.

Thank you for understanding and for being a member of iTunes Ronald. Have a great day.

Sincerely,

Aparicio
iTunes Store Customer Support
http://www.apple.com/support/itunes/ww/

I checked my iTunes store credit and it was refunded and I thought that was it. Next thing I know I received a follow up email 3 days later. The following is my further conversation with Aparicio

Follow-Up: 227304753

Hello again,

I wanted to send a quick note to see if you are still experiencing any difficulties with the iTunes Store. Resolving your issue is important to me, so please don’t hesitate to reply if you need any further assistance.

Sincerely,

Aparicio
iTunes Store Customer Support
http://www.apple.com/support/itunes/ww/

Hi Aparicio,

Thank you so much for your help. The issue has been resolved and I had receive the store credit back to my account.

Cheers,

Ronald

Dear Ronald,

You’re very welcome and thanks for replying. I’m glad to hear that your content issue has been resolved and I was able to provide you with the support you deserve. I know first hand, how great it feels to get what you need and to have things run smoothly.

Ronald, nothing makes Apple happier than to hear that we have pleased our customers. I hope that you continue to enjoy the iTunes Store.

It was a pleasure to assist you and I will now close this request. Remember support is just an email away if needed. Best wishes and continued happiness!

Sincerely,

Aparicio
iTunes Store Customer Support
http://www.apple.com/support/itunes/ww/

That is an excellent customer support. I was really surprised that they even bother to follow up. Before any of Google fanboy say “Google Store Play has this policy long time ago (1 day window to refund an app but then went down to 15 minutes)” consider my friend’s case:

He broke his iPhone 4 screen when pressing the home button, and already out of warranty (he had AppleCare but it’s already passed the date as well). He called Apple customer support and they told him to contact Vodafone but Vodafone being such a pain that he had to call Apple back

Two days later he got a call back from Apple customer support telling him that they are sending him a refurbished iPhone free of charge and all he need to do is to simply send his broken iPhone back to Apple

Fuck yeah Apple

PS: Notesy developer did come back to me right after I’ve got my money back but his response was simply stating that the app should work with files > 2kb… Obviously it doesn’t (as of 11 September 2012)