Tangled up with Apple iTunes Tech Support

itunesI upgraded my iPhone, iPad and copy of iTunes to the latest version recommended by Apple. The iTunes version is now 10.5. The problem is that a number of my songs were missing. This seems to be a recurring problem when you have an external drive and the link between iTunes and the physical media is broken. I went in and manually fixed about 100 songs.

I noticed that a number of my purcahses didn’t show up either. Again, no worries, iTunes 10.5 has a slick “Downloads” features that allows you to download previous purchases. iTunes had the songs “registered” but the media was missing. So I deleted the songs from iTunes and then redownloaded my music. Everything was going good until I noticed that a purchase I made back in April, Ray LaMontagne’s “Live – Fall 2010 – EP” wasn’t showing up as a purchased item. I have the receipt of purchase in my iTunes purchases history, but it wasn’t showing up.

Here is my email tug of war with Apple on this subject.

Hello Cam,

Thank you for replying to iTunes Store Customer Support. My name is Naresh and I will be taking over this request for Mark.

Cam, I have posted a fresh copy of the purchased playlist "Live - Fall 2010 - EP" to your account. Please follow these steps to download the item with your iPhone:

1) On the Home screen, tap iTunes.

2) At the bottom of the iTunes app screen, tap Downloads. (If you don't see a Downloads option, tap More and then tap Downloads.)

3) Enter your password when prompted.

The playlist should begin downloading. If you lose your Internet connection, iPhone will display a message that says it cannot connect to the iTunes Store. Once you reconnect to the Internet, tap iTunes and then Downloads again, and then tap the blue down arrow icon that appears next to the item to resume the download.

I hope this information is helpful. Please feel free to contact me for further assistance.

I would be thankful for any opportunity to assist a valued customer like you.

Have a nice day!


iTunes Store/Mac App Store Customer Support

Please note: I work from Sunday to Wednesday & Saturday 7.00 AM to 04:00 PM CST

Thank you for allowing me the opportunity to assist you. You may receive an AppleCare survey email; any feedback you provide would be greatly appreciated.


My original message was not clear and for that I apologize.

I am not requesting a refund. I would like to restore the songs an iTunes upgrade somehow erased.

Heres what happened. I upgraded to the latest version of iTunes last night. Subsequent to the upgrade all of my purchased music was missing. In order to restore them, I had to delete my purchased songs from iTunes and then go into the iTunes Store and select Purchased from the Quicklinks menu. I then had to re-download my purchases.

Unbeknownst to me the EP, Live 2010, by Ray Lamontagne and the Pariah Dogs was missing - that is all four songs. Furthermore, it was not listed in iTunes as a purchase. However I have the receipt to prove I purchased it.

Again I am NOT requesting a refund. I am requesting access to all four songs on this EP so I can download then again and resolve this issue. It's the first time I've had problems with an upgrade losing purchased store items.

Thank you,


Sent from my iPad

On Oct 18, 2011, at 4:10 AM, iTunes Store <iTunesStoreSupport@apple.com> wrote:

> Dear Cam,
> Your request for a refund for "For the Summer (Live)" was carefully considered; however, according to the iTunes Store Terms of Sale, all purchases made on the iTunes Store are ineligible for refund. This policy matches Apple's refund policies and provides protection for copyrighted materials.
> You can review the iTunes Store Terms of Sale for more information:
> http://www.apple.com/legal/itunes/us/sales.html
> Sincerely,
> Mark
> iTunes Store Customer Support
> http://www.apple.com/support/itunes/ww/
> Customer First Name : Cam
> Customer Last Name : Collins
> email : camc@camcollins.wpengine.com
> Web Order # : MGVLJ44SZ1
> Support Subject : I didn't receive this song
> Sub Issue : Incomplete download
> Comments : Apple ID: camc@camcollins.wpengine.com
> Platform : iTunes-iPhone/3.1.3 (2)
> Song Name : For the Summer (Live)
> Comments :
> All of these songs are gone - Not even in Purchased listing in ITunes!!!!!!!!!!!!!!!!