[_arvin]

Dave, I'm losing my mind. $600 worth of iTunes Music gift cards, and my dad doesn't have an iTunes account.

It was the most honest mistake ever, but we're paying the price for it. Sent them all the documentation involved (including everything from WF). It's just converting money from one card to another, they _can_ do it, but they don't want to.

[endorphone]

How isn't this a WF issue instead of an Apple issue? If your father chose an iRobot instead would you expect iRobot to transfer it to Apple Store credit?

As Dave said, iTunes cards are seldom sold at face value, often coming at up to 30% off. Apple Store credit is worth face value explicitly. This isn't Apple's problem. Sell the cards privately (you will take a loss) and be more careful next time.

[addicted]

How is this a WF issue? I mean I’m no Wells Fargo supporter. They are the scummiest of banks, but in this case the money is probably sitting with Apple iTunes since it’s converted to an iTunes gift card. As a result it’s Apple that likely has control over it.

Also, a more relevant analogy would be if you accidentally chose a Roomba using your WF credit, it was delivered home, and then realized you actually wanted a Braava. You’d hope that iRobot would be ok with you returning the Roomba and then sending you an equivalently proved Braava instead. If they didn’t that would be even more excusable because it’s a physical product with shipping costs, etc. The scenario mentioned is a digital transfer of funds which should be significantly easier.

[appleiigs]

If you're at a grocery store and buy plantains by accident, do you go to the plantain farmer and ask for bananas? No, you have the grocery store refund the plantains, and then buy bananas. Definitely a Wells Fargo issue.

[ksec]

Because the unit value is entirely different? Apple Store Credit and iTunes Credit is entirely different thing.

Your Analogy is actually correct, exchanging items that is equivalent "value" or higher priced.

[rodgerd]

> How isn't this a WF issue instead of an Apple issue?

I'm imagining this as of those [e-mail] emails. I do not imagine it would end up as "we have the customer's money, they made an honest mistake, so fuck the customer."

[_arvin]

You nailed it. I couldn't make sense of it either. I wanted to forward the email thread to [e-mail] and be like Tim?? What's going on here man?

Apple is all about the customer (or was at least, shareholders can get pretty pissy these days), and I was trying to spend more(!!) at the Apple Store.

Either way I'm glad I shared my story, thanks HN.

[notte]

_arvin, you absolutely should send that email to Tim Cook. This level of customer experience is just unacceptable.

[_arvin]

I think I will, thanks for the encouragement. It's so unbelievably minor given everything going on in the world, but there was a lot of time invested into phone calls, emails, etc. that could have been easily avoided.

Quick screenshot of our conversation: https://i.imgur.com/bhw4K1k.png

It got to a point where I didn't want to email anymore in worries of being accused of harassing the guy. To this day, no reply or call back.

[ksec]

You spend all that time on Apple but simply took a pass to WF because clearly it is WF and your problem but you thought Apple is nice so you should hunt them down?

[jkgeyti]

You might want to remove the link. The image isn't censored when viewing the full image - only the thumbnail is.

[_arvin]

Yes, definitely agree.

WF was where I went to first and they were absolutely unwilling to help - but I expected that.

Apple's response was unexpected and I think that's why it soured me. I used to always tell people, just go to Apple they'll take care of it for you.

Privately selling was my last resort like you said, and I already talked to my dad that next time, let's just get the cash and use that anywhere, instead of locking it into Apple (he was about to buy an iPad Pro so he figured why not, bless his heart)

He loves that iPad Pro lol.

[wwosik]

I'd say it is Apple's problem to have a disappointed customer. Of course they can send him away. Is it worth that though?

[endorphone]

I'd say it is Apple's problem to have a disappointed customer.

You universally can't transfer iTunes cards to Apple Store cards. I just got Apple Store gift cards with some Apple purchases -- are you saying that I just need to act disappointed enough to get it? That I need to be as demanding and foot stomping of a customer, then it makes sense?

There is a point where the customer is wrong. I'll take the downvotes, but Apple says no to countless people every year who make irrational demands. They still manage to exist.

[_arvin]

respectfully, that's not nearly the same scenario as mine.

This was an honest mistake of selecting Apple iTunes instead of Apple Store. Sure, the mistake was certainly on our end, but Apple has always taken care of these easy requests.

Why? Because these things happen! And when you understand where the customer is coming from, and they have proven and shown all the documentation requested, why not service the request? Especially when you're the world's most valuable company, it makes no reason not to because customer loyalty is how you got there.

[addicted]

And also because it costs them nothing and they have nothing to lose.

This really should be a no brainer for Apple, even if they do t allow it.

[mrighele]

> I'm also on 3-month long thread with an iTunes Adviser

In fact probably they already lost much more in support.

[goldenkey]

Easy for you to say. But money isnt just some "well you lost it, learn the rules!!" kind of clown show. Your attitude is entirely unempathetic. And its also misinformed. Companies WANT to please customers and don't mind doing menial support to make the customer feel better. OP is asking for a simple assist - the last thing good businesses wish is for a customer to feel at odds with the business, or likr they were taken advantage of due to confusion. Have you much experience using the goodwill of companies?? Or are you always blaming yourself and taking the punishment of monetary loss?

[manigandham]

> Or are you always blaming yourself

This is called personal responsibility and is a good thing. Accept fault and move on. It's possible to try and ask for help for honest mistakes but you definitely don't blame them for it.

[goldenkey]

No one alluded to not taking responsibility. But mistakes happen. Some things are confusing. OP isn't blaming Apple. But he would like some help reversing a mistake that anyone could have made due to the confusion that having separate itunes and apple gift cards causes.