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iTunes Store gains redesigned 'Report a Problem' option

updated 01:03 pm EDT, Thu March 28, 2013

Now offers web access, automated refunds

Apple has begun deploying a new version of the "Report a Problem" option at the iTunes Store. The feature was previously limited to people using the OS X or Windows iTunes apps. Now, though, it can be accessed via the web, whether on a computer or a mobile device.

The system has also been automated, and can accept or reject refund requests without a customer support worker having to intervene. Previously, filling out the form Report a Problem generates would simply push an issue to a support worker for further resolution.

AppleCare workers are said to be receiving new training documents. The changes are said to have taken effect March 13th, but are reportedly rolling out over the course of several months. Some US iTunes Store visitors should be seeing the upgrade now, but the rest of the US is only expected to get it in a second phase. Third and fourth phases should bring it to the rest of the world.




by MacNN Staff

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