I am normally a fan of Apple and it’s products – I have done quite a bit for their bottom line over the last few years; I have quite a collection of Apple gear.
I have also had an Apple Mac account for many years – I use it as my private email address. My wife has her email account as an add-on service to mine – the cost of which was £7.50 a year. She doesn’t need all of the extra features (idisk, ical synchronisation etc.) so the email account is ideal. I pay £59 for the privilege of mine – but I do use all of the features.
On Christmas Day I got a message saying that there was an issue with my mac account – and it transpired that it had not automatically renewed on Christmas Eve as it was supposed to have done. They had my credit card details and these were correct. My wife’s account then abruptly stopped too.
I was impressed to be able to have an live chat (via keyboard) with Apple. In the early parts of the conversation it was clearly a very clever robotic programme, but later on, I think I was dealing with a human being.
In essence I was told that they had issues with the renewal process and that the best route of action was to close my account which I could then re-open without losing anything – just by manually entering my details. I did this and it worked – but not for my wife’s account.
I was still on line when the Apple person (Charlie) reassured me – an extract from our chat is set out below…
Guess what – when I tried to sort this all out on Boxing Day – I couldn’t – they put a very small announcement on their web site saying they were no longer offering the email only account – I needed to buy a family pack. As my wife uses her email account quite a lot it was Hobson’s Choice. So I spent £30 – buying additional 3 more email accounts and features I don’t need.
I am less than impressed. This sort of behaviour does nothing to enhance a Company’s reputation – even if their products are (generally) superior to the opposition. I guess it impacts on so few people that Apple simply don’t care.