[已解決]第一代 iPod touch 升級 iOS 3.1.1 血淚奮鬥記 (同場加映Apple的奇妙客服)

前言

如果有人遇過這狀況並成功解決的，可以幫幫我嗎？因為Apple的客服真的很糟糕

週日(11/20)

我手邊有一台第一代的iPod touch，iOS版本2.2.1(未JB)，所以App Store的軟體都無法安裝。晚上在網路上發現可以升級到3.1.1，雖然要價US$4.95，但我還是興沖沖的付了錢。沒想到付款成功後，到了要下載的時候，出現錯誤訊息err=8288，試了幾次都無法下載。

上網找有關這個錯誤的資訊，發現從去年開始就有不少人遇到這問題，但是卻沒有任何解決方法，只是建議當事人與Apple客服聯繫。於是我透過iTunes的Report a problem，寫了封信給Apple客服說明情況，同時也透過Apple的Express Lane，預約周二的電話聯繫。

周一(11/21)

今天，Apple回了一封信，內容如下：

Dear -(略)-,

I'm sorry to hear that your purchase didn't download successfully. It looks like the content is still posted to your Apple ID and awaiting download, so you should be able to restart the download by following these steps:

1) Make sure you're using the latest version of iTunes. It can be downloaded free of charge from the Apple website: http://www.apple.com/itunes/download

Note: Installing the latest version of iTunes will not affect your library or any items in your account that you haven't downloaded.

2) Open iTunes. From the Store menu at the top, choose Check for Available Downloads. If you're unable to upgrade and are using iTunes 7, the option will say Check for Purchases. You can also click this link to do the same thing: https://phobos.apple.com/WebObjects/MZFinance.woa/wa/checkForPurchases
3) If prompted, enter your Apple ID and password, then click Check.

The missing item should begin downloading and appear in your Purchased playlist. If you receive an error message while downloading, try again after turning off any firewall or web-accelerator software that you may have installed.

If your purchase does not download successfully after you've followed these instructions, reply to this email and I'll have the issue investigated for you. In your reply, please include:

- The name of your Internet service provider (ISP)
- The type of Internet connection (such as dial-up, cable modem, or DSL)
- Any troubleshooting steps you may have taken
- Any error messages you may have received

Sincerely,

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


Customer First Name : -(略)-
Customer Last Name : -(略)-
email : -(略)-
Web Order # : -(略)-
Support Subject : I didn't receive this application.
Sub Issue : Incomplete download
Comments : Apple ID: -(略)-
Platform : iTunes/10.5.1 (Windows; Microsoft Windows 7 x64 Ultimate Edition Service Pack 1 (Build 7601)) AppleWebKit/534.51.22
Software Name : iOS 3.1.1 Software Update for iPod touch
Comments :
I've complete the payment but err=8288 blocks the download. I've confirmed that my device is iPod touch G1, current iOS version is 2.2.1. Hope that this issue can be solved ASAP since it looks like many people have reported the same issue since last year.

嗯...這不就是我一直在試的動作嗎？

但是從她最後一段話，我想會不會是家裡的網路問題，於是在公司裝上iTunes，用我的帳號登入想要下載，但是沒有看到任何可下載的東西，連下載列表都看不到。於是我想說直接連到購買頁面，畫面上顯示我已經購買可以下載。點選下載後，畫面顯示要確認信用卡資訊，我確認後按下Done，結果...我又被扣了一次錢(有簡訊通知)，而且，還是沒有出現任何下載項目

於是我很快地回覆客服信說明這情況，並請她處理第二次購買的退款。

週二(11/22)

這次換了一個人回覆通知信，內容如下：

Dear -(略)-,

Hello there my name is Shane and welcome to iTunes Store Support! I'll be assisting you today regarding any concerns or questions. Let's get started, I know you must want to get this issue iOS update resolved at the earliest convenience. I can certainly help with you that..

After reviewing the circumstances of your case, we determined that issuing you a refund for your purchase of "iOS 3.1.1 Software Update for iPod touch" 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 $4.95 should be posted to the credit card that appears on the receipt for that purchase.

Please don't hesitate to contact us back if you require further assistance with this issue. Thank you for contacting iTunes Store Customer Support. I hope that you continue to enjoy the iTunes Store. Have a great day Wu.

Sincerely,

Shane
iTunes/ Mac App Store Customer Support

Please Note: I work Monday - Friday, 4:30 PM to 11:30 PM EST

Thank you for allowing me the opportunity to assist you. You may receive an AppleCare survey email; any feedback you provide would be greatly appreciated.

嗯...有退款是很好啦，但是我的問題呢？

另一方面，今天也是Apple來電的時間，我預約11:00，我的手機也很準時的響起來。不到5秒鐘我就接起了電話，結果只聽到語音「您未接到此通來電，將在10分鐘後再來電」...

10分鐘後，電話再度響起，這次我立刻就接了起來，結果還是一樣。我想說會不會是手機問題，跑到Apple客服系統去改成我的公司電話。剛改完，電話就響了起來，我想說這次總沒問題了，一接起來，「您未接到此通來電...」

算了！我直接打他們的0800專線，等了一會兒後，有位大陸口音的客服接了起來。大家聽到這應該都知道結果會怎樣，於是，我再次把情況敘述一次，客服說他會記錄下來，並說會在下次來電時告訴我，我說：「你們的客服電話我都接不起來，還是用email寄吧...」，他也口頭承諾說有新消息會通知我，雖然我已經不抱什麼期望.....

週三(11/23)

之前在網路上追蹤的一篇相同問題的文章，有人PO了一個可能的解決方案，就是使用舊版的iTunes 9(我是最新版10.5.1.42)，但事後想想，發現之所以在公司時看不到可下載列表，是因為客服已經退費之故，既然是這樣，那官方之路我想就走到這了吧，不然萬一為了試這招再買一次，結果又失敗就糗了...

上網Google了一下，發現其實很多人都有提供韌體載點，也提供如何更新的步驟，為了避免違反板規，載點就請有需要的人自己搜一下吧。

值得一提的是，照著手動更新韌體的步驟做時，會有一點不同，那就是說明中提到成功的DFU Mode必須要是螢幕全黑，但是我第一次試時弄成螢幕全白，此時如果想要回復韌體會出現未知的錯誤(21)。第二次則弄成螢幕上顯示USB連線至iTunes的圖案，根據線上的指示，這樣應該是失敗的，但是在iTunes反而可以正常還原。


當我看到新版本的號碼時，我好感動...

雖然用第一代iPod touch的人可能已經很少了，但是希望這篇文章可以讓也想更新的人少走點冤枉路