Apple (doesn't) Care


At Highgroove, we all have company Macbooks. I had a Macbook of my own once upon a time, and thus had an apple id with some purchases on it and about $20 credit. So of course, the reasonable thing to do is to hook it up to my new one. But in the years since, it got disabled for whatever reason. Apple's now been bumming around for 2 weeks trying to figure out how to enable it, and they basically said they don't know how. The real kicker is they can't even transfer my existing ticket over to whatever department can. Lesson: You don't own anything you buy electronically from Apple.

Hi Kurt, This is Chris with the iTunes Store support team. Lizzie is not available to follow up right now and I want to ensure this is resolved for you as soon as possible.

Kurt, unfortunately the iTunes Store and the Account Security team do not have contact with each other. Your account was originally disabled due to unauthorized or fraudulent purchases. Apple takes these cases very seriously and the account was disabled for your protection. We also don't have telephone support so we unfortunately we can't call them and conference you over to the external number.

If you are unable to submit a case online, it may be easier to call them directly at:

(800) APL-CARE (800-275-2273)

Just tell Apple Care that you need to speak with the Account Security team. If the hold time is long, you may also be given the option to receive a callback. I hope this helps Kurt. The iTunes Store unfortunately does not have the authority to handle this request.

Have a great day. If you have any trouble, let me know.

Sincerely,

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

My hours in the office are Mon, Tue, Wed, Fri, Sat 3:30PM to 11:30PM EST

And an earlier email:

Hi Kurt

Lizzie here again from the iTunes Support Team.

Firstly, please accept my sincere thanks for your patience in this matter thus far. I have just heard back regarding enabling accounts, and have included this new information for you below.

I do apologize for any frustration that this issue may have caused you. For security reasons, you will need to contact our Account Security team for further assistance.

You can contact the Account Security by navigating to:

https://expresslane.apple.com/

From there, choose:

iTunes > iTunes Store

Then for Topic choose Account Management > Lost or Forgotten Apple ID password (any concerns regarding security questions also fall under this category)

Choose Continue

You will be given the options to Talk to Apple Support Now or Call Apple Support Later, please choose the option that works best for you. If the hold time is long, you may only have the option to talk with them later.

I regret I was not able to directly resolve your issue, but I do hope that the resources I have provided above are helpful. If you have any further questions about your account, downloading, or items available on the iTunes Store please do not hesitate to write back in. Thank you for choosing iTunes Kurt, and have a wonderful day!

Sincerely,

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

I work Monday 11:45 AM - 3:15 PM EST, Tuesday, Thursday-Saturday 10:30 AM - 9:00 PM EST.