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Mon, 02 Feb 2009 Apple resolving iTunes Plus upgrade issues

Those who have been overcharged can report the problem to Apple

Christopher Breen Macworld.com

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As reported last week, Apple’s iTunes Store has changed its upgrade policy for iTunes Plus tracks. In the past, those interested in upgrading had to upgrade everything in their libraries. The new policy allows you to upgrade albums and songs individually.

Also, as reported, some people were charged an album’s full price rather than the posted upgrade price when using iTunes’ Shopping Cart feature. I was among those people.

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After reporting the problem to Apple on Thursday I received a message Friday morning that contained these welcome words:

"I understand that your album from iTunes was listed as a $3 upgrade but you were charged $9.99. Customers with the Shopping Cart enabled have been experiencing issues with iTunes Plus upgrades of individual albums. They are being charged the full album price instead of 30% of retail for the upgrade.

However, the order containing this item is currently processing. Your request is flagged for follow-up and I will contact you once I can fully refund your order. Please note that processing can take up to five business days from the date of purchase. I also issued 5 courtesy song credits for any inconvenience this issue may have caused you."

Those who have been similarly overcharged would be advised to open their iTunes account page (by clicking their ID in the upper-right corner of the iTunes window), clicking the Purchase History button on the resulting page, clicking the Report a Problem button at the bottom of the page, locating the overcharged item, and clicking the Report a Problem link next to the overcharged item.

This will open a webpage where you can report the problem to Apple.

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