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iTunes store 退費心得

我前幾天買錯了一個apps
花了我2.99 USD
經過一番激烈的信件往返後
我拿到了我的退費 :P
所以我想跟大家分享一下我的心得 :)

這篇文章有點長 請見諒

=====================================
首先 介紹一下我買錯的app 叫: "BOGGLE for iPad (Intl.)"
事實上 我之前有趁限時免費買到 "BOGGLE for iPad"

如您所見 兩個app 只差在後面的"international"
因為前者是國際版 而後者是只在US store販售的美國版
而實際上 兩個app是一模一樣的 只是不同名字&擺在不同商店裡罷了

恩 沒錯 我的帳號常常在US store 與TW store之間切換 兩邊都有買東西
所以 印象中其實我不是第一次買錯BOGGLE for iPad (Intl.)了..........(汗)

老實說 我前前後後買錯大概2~3次了吧(不同apps)
這次大概是第3 or 4次

以前退費都非常簡單:
寄信說我買錯了 很抱歉 希望能退費
然後就會通過人工審核 然後會獲得全額退費
我有注意過信用卡帳單 連手續費都會退回來

可是這次 讓我深深覺得到
事情不是憨人所想的那麼簡單的!!!

=====================================

7/10的凌晨 我在抓限免的時候
剛好看到BOGGLE for iPad這個以前玩了覺得蠻好玩的遊戲
想說很久沒玩了
就順手把他抓下來了

沒想到一抓 他就顯示2.99 然後心中暗叫一聲不妙

然後立刻就回報問題選擇: I inadvertently purchased this application
並在意見欄中表明要我買錯了app 想要退費

Comments :
hi there, I tried to download the app "Boggle for iPad",which I bought long ago, but accidenntally purchase the app "Boggle for iPad (Intl.)". since I had the previous one, I want to refound this one. tks.

=====================================

然後7/11收到了人工審核的回信
表示此次退費不通過!

Dear Sean,

I've carefully considered your request for a refund.
While I understand this purchase was unintentional,
your iTunes Store history shows a previous refund for an accidental
purchase on February 17, 2011. Because the iTunes Store has already
made an exception to the Terms of Sale for you,
I cannot grant you a refund for this purchase.

Sincerely,

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

信內主要是寫說:
此次退費不通過是因為你以前就已經有因為不小心買錯app並退費的紀錄 (2011/2/17)
那次已經是為你開的特例,所以這次不能讓你退了

老實說 收到信時 心理只想挫賽
我的90塊 該不會要不回來了吧

可是還是心有不甘
所以又立刻回信 有點生氣的去要退費 :P

hi Sir

sorry, but I can NOT accept this result.
" BOGGLE for iPad (Intl.) " and " BOGGLE for iPad " are identical apps, based on their web pages, they are same version and even same size, they are EXACTLY the same apps!

If there are anything different between them (like no ADs, more themes, HD version,... etc), I would love to take that for granted and buy the new app, but there're NOT.
Why would I pay for an app that can't bring me anything new?

so. would you please do me a great favor and help me out.
on the other hand, I promise it's the very last time.
I'll be very careful downloading anything in the future.

Thank you

Sincerely,

Sean

信裡主要是說:
我已經買過了" BOGGLE for iPad " (我相信他們一定查的到購買紀錄)
而且" BOGGLE for iPad (Intl.) " 與 " BOGGLE for iPad "
是一模一樣的apps 並不是無廣告版,有更多關卡,或HD版等等
他們是同版本甚至同大小的軟體
為何我要花錢去買一模一樣的東西
並且在最後再保證不會再犯 XD

=====================================
過了一天
7/12號 沒收到回信....

這天還收到了iTunes store信用卡購物的收據
心裡想說 真該死
他們該不會就這樣把我河蟹掉了吧 ˊˋ

=====================================

好險事情並沒有拖太久
就在7/13 的凌晨
我終於收到蘋果客服的回信了:

Dear Sean,
I hope all is well with you.
This is Madelaine and I'll be helping you with your concern today

After reviewing the circumstances of your case,
we determined that issuing you a refund for your unintentional purchase of "BOGGLE for iPad (Intl.)" is an appropriate exception to the iTunes Store Terms and Conditions, which state that all sales are final.
In five to seven business days, a credit of $2.99 should be
posted to the credit card that appears on the receipt for that purchase.

The iTunes Store provides a warning message that asks if you are sure that you want to buy an item. This warning can be turned off. If you would like to make sure that this warning is on, you can reset the warnings in the iTunes Store by following the instructions in this article:

Resetting iTunes Store warnings
http://support.apple.com/kb/HT1734

Thank you for choosing iTunes. Have a great day Sean!

Sincerely,

Madelaine
iTunes Store Customer Support

簡單替他的信內做個總結:
就是他們再考量過我的情況後
根據iTunes Store使用規範中 規定:所有消費都是一次性的
(也就是消費一次終身受用那條)
他決定讓我退費了
文末再附上如何開啟"消費警示訊息"的教學

收到信後真的是超開心的
而且真的覺得蘋果的客服超貼心的
還會建議我要開起消費警示訊息
故事至此終於有個圓滿大結局了 ^________^

最後
在此為本篇文章做幾個條列式的總結:

1.如果每次都用"不小心買錯了"當藉口退費
退太多次是會被蘋果拒絕的!!!

2.iTunes Store使用規範中 明訂:所有消費都是一次性的

一次購買 終身受用

很多人在重新下載apps時 都很怕會被多扣錢
所以在此幫他們宣傳一下

3.以後買東西真的要多注意點了
畢竟自己都向人家保證不會再犯 :P

4.如果(萬一)又發生不幸買錯apps的事情的話........=口=
不知道換個理由能不能退費 (例如不如預期 等等)
等遇到了再來分享吧 XD
個人認為 合情合理
雙方都有各自考量
最後還是拿到退費
兩封信 還算簡單~
蘋果還是有在審核的
合理的退費 大家都能接受
版大~

重點是((如何開啟"消費警示訊息"的教學))

可以分享一下給大家嗎呵

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