The iTunes support team is way too enthusiastic

Yesterday I emailed iTunes (actually the Mac App Store) support to try and get something straightened out with my copy of iLife. Their responses were polite and VERY quick. Also, they were incredibly enthusiastic. Like, too enthusiastic. Check these replies out.

Initial response to my support ticket:

Hi Mike,

Good day! Thank you for contacting iTunes Store Support. I’m [Name] and it’s a great pleasure to assist you with your concern.

I understand that you would want to convert your iLife DVD apps to App Store version. I know how eager you must be to have this issue resolved. Rest assured that I will do everything I can to assist you with this.

Mike, in order to make sure this was thoroughly investigated I contacted a senior advisor regarding your case. We would like to advised you that only apps purchased on the Mac App Store can be updated or accepted through the Mac App Store. Apps that were purchased at retail stores or websites cannot be updated via the Mac App Store. Apps purchased from the Mac App Store cannot be updated using the Apple Software Update feature in Mac OS X.

When a new update is available for an app you’ve purchased on the Mac App Store, the icon for the Updates pane at the top of the Mac App Store changes to indicate the number of updates available. These updates can be downloaded and installed through the Updates pane of the Mac App Store, free of charge.

Thank you for understanding this matter. If you have any other questions and concerns regarding this matter, please feel free to email me back. Thank you for choosing the iTunes Store. I hope you have a fantastic day!


iTunes Store/Mac App Store Customer Support

I love the part where they know how “eager” I must be to have my problem solved. I’ve never gotten an email like this from Apple before. Usually they’re short and polite, but they’ve never automatically assumed I’m eager to have my issue resolved. It’s not bad, just unexpected.

After I received that email, I did not write back. The email says to write back if I have any more questions. I didn’t have any more questions. Then I got this email about 24 hours later.=

Hello again,

This is just a quick follow-up to your previous request. I wanted to ensure that your iTunes Store issue has been taken care of. I am looking forward to your reply so that I can be certain it has been fully resolved.



At this point, I went ahead and responded:

Hi [Name], yes sorry, I got your response late last night and forgot to
reply. The issue is resolved, although not the way I was hoping. It’s
quite alright though, I understand! Thank you for your assistance!

Mike Beasley
Sent from my iPhone

I then received the most enthusiastic email I have ever received in response to a message that basically said “yes, the issues is resolved, and while I understand your answer, I am not exactly happy with it.”

Dear Mike,

This is [Name] again, your iTunes Store advisor. I wanted to say that you are very welcome. I am beyond grateful for sharing your time and for giving me the opportunity to assist you.

Mike, a friendly reminder, if you ever have any problems with Apple iTunes, please feel free to email us anytime. We would love to hear from you.

I wish you all the best. Thank you for being a part of the iTunes Store. Have a wonderful day!


iTunes Store/Mac App Store Customer Support

Again, I’m not mad at how this was handled. It as done quickly and effectively, and apparently a higher advisor was even brought in to make sure the answer I received was correct. Don’t mistake this post for a complaint. It definitely isn’t at all. This is just an amused observation about Apple’s extremely friendly support people.