---
title: awesome itunes support
date: 2010-09-22
keywords: [apple, dvorak, ios, iphone, ipod touch, itunes, jailbreak]
---

i've only had a small amount of interaction with [iTunes Store Customer
Support][itunessupport], but I was really impressed with how they dealt
with a very minor issue I recently had...

i'm a [big fan] of the [dvorak] keyboard layout, and was looking around
the [apple app store] for some way to change the layout on my [iPod
Touch]. I had heard previously that the only way to do this was to
[jailbreak] the iPhone or iPod touch.

I thought I try [Dvorak keyboard for iPhone] (which provides a Dvorak
layout for a single text entry app, not to all the apps like the
standard built in layouts). I didn't pay much attention to the "buy"
link I clicked and accidentally purchased [Dvorak keyboard for iPad].

When I realised my error, I clicked the "Report a Problem" link included
in the receipt email, sending the following to apple:

> I meant to buy the iphone version, is there anything I can do to
> refund this purchase?

I received an automated reply pretty quickly:

> Thank you for contacting the iTunes Store. This is an automated reply,
> but an iTunes representative is reviewing your request and will send
> you a personal response soon (generally within 48 hours). Meanwhile,
> you may find the following articles helpful. They address several
> common customer questions...

I didn't expect too much.

Later that same evening I received this email from Sue in iTunes Store
Customer Support stating that the amount had been reversed:

> Dear David,
> 
> I have reversed the charge for the item that you did not intend to
> purchase. In three to five business days, a credit of $1.19 should
> be posted to the payment method that appears on the receipt for that
> purchase.
>
> If the order was paid for with store credit and you do not see the
> refund, sign out and back in from the Store menu.
>
> Sincerely,
>
> Sue

Nothing too special there. I was happy that they reversed it so quickly
and simply, expecting nothing more than a "too bad" response. I sent a
simple "Thank you :)" back to Sue, not expecting anything more.

The next day I received this email from Shandi:

> Hello David,
>
> You're very welcome. I'm glad to hear that everything ended up getting
> worked out. I realize that you were speaking with Sue, but I just
> wanted to say you're welcome on her behalf. Please know, that we're
> only an email away if you ever need anything. We're always happy to
> help.
>
> Nothing makes Apple happier than to hear that we have pleased our
> customers. I hope that you continue to enjoy the iTunes Store. Take
> care and have a wonderful day!
>
> Sincerely,
>
> Shandi

I was absolutely amazed at such a personal response, considering this
was all over an app that cost only $1.19. It's one more of the many
things that make apple a really great customer-focused company.

[itunessupport]: http://www.apple.com/support/itunes/ww/
[big fan]: http://blog.seventwoseven.com/search/label/dvorak
[dvorak]: http://en.wikipedia.org/wiki/Dvorak_Simplified_Keyboard
[apple app store]: http://itunes.apple.com/us/app/
[iPod Touch]: http://www.apple.com/ipodtouch/
[jailbreak]: http://en.wikipedia.org/wiki/IOS_jailbreaking
[Dvorak keyboard for iPhone]: http://itunes.apple.com/us/app/dvorak-keyboard-for-iphone/id387638387?mt=8
[Dvorak keyboard for iPad]: http://itunes.apple.com/us/app/dvorak-keyboard-for-ipad/id371906307?mt=8