My iTunes Experience
I am seriously disappointed with the way iTunes Support handles problems. It reminds me of the way eBay/PayPal handled problems, where the user fills out a email form, and you get a response in 48 hours. Sometimes the email responses are written in a form letter, and are unclear, therefore, I have to log back unto iTunes Support, and fill out another email form.... which is tedious. I ended up killing my accounts on eBay and PayPal, and that was back in the 90's.
I somewhat understand these cost-cutting issues because of our economy. However, there are more current ways to address these customer support. I like the way Amazon and Overstock deal with troubleshooting some of these problems. Both of these sites handle pure online transactions, and I have been a longstanding customer with both (at least 9 years).
Amazon takes the user to a page and allows the user to enter their telephone number into a form box. This is such a nice feature:
Overstock offers chat help. I've only had to use this option once. It made such a difference with customer support:
In any case, I have relegated to uninstall iTunes on my work computer and not buy iTunes cards because of this experience, which is sad. Are there any other iPad book/music stores out there? Or maybe that is what the Android tablet will offer (supposedly coming out in November).