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Monday, October 25, 2010

Apple, Part 2

As a follow-up to yesterday's post, here is how Satya from Apple/ITunes replied.
"Rick, please try to understand that as per the iTunes Terms of Sale, the customer is responsible for the protection of their account, and they are responsible for all purchases made. Also, please understand that if any king of unauthorized activity occurs on any account, then it becomes a legal matter. Normally, we are supposed to direct our customers to the proper authorities and then our fraud team provides the investigates about the charges only after receiving proper chargeback orders for the unauthorized purchases. This procedure takes a long time, but as you are a valued iTunes Store customer, iTunes Store refunded the amount and had to mention this as an exception." (Note that this is a copy and paste, and any spelling errors are not mine).
Not to be a curmudgeon, but while I understand the thinking that I am responsible for my own account it's hard to believe that their corporate policy is that they don't bear responsibility in the security of the customer's information on their servers! To me, this is akin to a retail company, like Sears, saying that if someone hacks their system and steals customer information and makes unauthorized purchases that the customer is responsible.
Of course, it's probably buried somewhere in the fine print. Apple/ITunes account information has been changed, but you can bet that if this happens again it will be the last time.

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