A few weeks ago I bought the WunderRadio app for the iPhone because it did something most other Internet radio apps couldn’t: play local stations via MMS streams. I flipped through the screenshots and read through the reviews to see if it could play Clear Channel stations (namely KISS FM), and there was plenty of confirmation that the program did.
So I purchased WunderRadio for $5.99 and I was very happy with the variety of local stations that were available. That happiness quickly wore off once Clear Channel got wind of what WunderRadio was doing, and forced them to remove their stations from the app.
I was left with an application that I hardly used anymore, and for me it felt as though I wasted $6. Sure it’s not that much money, but there are other radio programs out there that can do the same thing for free. The real differentiator was that it was able to stream almost all of the Clear Channel stations from around the United States.
I began researching online to see if anyone has had success with getting a refund for an application that they had purchased, but it didn’t look good. I tried to “report a problem” through my iTunes purchase history (iTunes link), but it gave me a message saying that I should try contacting the developer of the program to get the issue resolved. I waited a few days, but heard nothing.
Finally I decided to use the web-based contact form specifically for iTunes support. I ended up choosing the “Purchase(s) – problem” -> “This item is mislabeled” option. Then I entered in my order number, calmly described my problem, and sent off a message. I was told that I’d receive a personal response within 48 hours.
That message was sent on a Sunday morning, and come Sunday evening I had the response I was looking for:
Hi there, it’s [name removed] here from the iTunes Store! I am sorry to hear that your recent purchase “WunderRadio” is not what you expected it to be. l can appreciate how disappointing this can be. Not to worry, l would be happy to do what l can to assist you with this today.
I have reversed the charge for “WunderRadio,”. In three to five business days, your credit should be posted to the credit card that appears on the receipt for that purchase.
If you have any other comments or questions about this issue, please feel free to contact me and l would be happy to help. Take care and enjoy the rest of your day!
I’ve bought over a dozen programs and games from the Apple’s App Store, and I wasn’t very optimistic when I was attempting to get a refund. Ideally the developers of the programs should be the ones who provide the refund, but given Apple’s prompt response I don’t really have anything to complain about.
P.S. I used my personal email address, which means they had no idea that I was affiliated with this site. So they didn’t have a clue that I’d be writing an article about my experience either way.
I really liked the way you were treated by Apple. That speaks highly of this company that has a reputation of having excellent customer service. All the rest of the greedy companies out there should take heed of this example of loving thy customer.
I guess this is what the kill switch Apple created could be used for. If they issue a refund, they have to make sure you can’t use the app again. But you can disable the kill switch with jailbroken phones.
If you still want to listen to KISS, iheartradio — that’s Clear Channel’s own proprietary streaming app, and it has most of their music stations. It’s free, too.
True, but I don’t know if they’d go that far. I removed the program voluntarily, and they didn’t say anything about needing to remove it. I’m sure they won’t provide refunds for every app you buy… they will eventually cut you off I’m sure.
That program is terrible for me though. If I’m on the go it frequently skips, which I’d attribute to to not enough buffering. Plus the selection of Clear Channel stations is very limited in iheartradio. But as you said they do offer it for free. I’d just love to see it improved.
Yeah, the people behind App Store are really friendly. I once bought an app thinking it was free, so I tried getting a refund and they were very understanding. Within a week I got my money back. Hats off to those guys!
You say ideally the developer should be providing the refund. Apple actually takes the money back from the developer when they provide the refund. So, really they are. Apple lets you refund one music or such purchase (it’s in the contract, if I remember correctly). I’m not sure about apps. People have provided different luck with apps.
Also, the kill switch isn’t on a per user basis. It’s to keep all of a certain app from running if it turns out an app is malicious. They can’t use that to keep an app from running that they’ve refunded to one user.
By that I meant the developer should be the one to authorize the refund. I realize that the money still comes out of the developer’s pocket, but I think contacting Apple for the refund should be a last resort.
“the developer should be the one to authorize the refund.”
That’s not true. The developer has nothing to do with the charge to your credit card. Nor did they distribute the product through their own means. Apple should be the ONLY entity with ANY access to your credit card information.
If you buy a camera from Best Buy, and you decide to return it, you don’t send it back to Cannon. You bring it back to Best Buy. Cannon has no idea who you are. All they know is they built a camera with XYZ serial number, and were paid by the retailer or distributor for said camera.
The developer doesn’t know you from Adam. I’m sure Apple knows who has bought what, but I’m pretty sure they don’t send your info to the developer. When was the last E-mail (or spam) you received from a developer, only because you bought their software on the App Store? So far, not a single one for me. Don’t you think you would be getting more stupid “newsletters” and “site/software/company updates” with ads if they did release that information?
That’s probably the best example I’ve heard yet Mike, and that does make a lot of sense. If, however, you bought a software program at Best Buy and tried to return it they wouldn’t let you if it has been open. In that case you’d have to go through the manufacturer of the software to get the refund.
Returning open/used software hasn’t really been perfected by anyone, but often times it falls back to the developer who normally guarantees satisfaction of their product.
Actually, “manufacturer” is a bad term to use in the case of software.
Better to talk about developers and distributors. Just like with the App Store, software purchased at Retail (especially games) is often developed by one company and distributed by another, that handles fulfillment issues.
You don’t talk to the developer of Unreal Tournament, Epic Games, for a refund, you talk to the distributor, Atari.
For the App Store, Apple is the distributor.
Thanks for the information, I was able to get a refund for RedLaser, one worthless app, Apple had told me to contact the seller, they ignored me. I was able to get my refund using your suggestion.
Thanks again,
Patrick
Is this really the only way to get a refund? I am a developer and when I publish an app, I decide how long the customer has to get a refund. Shouldn’t Apple have better way than contacting someone by email? What if a developer puts a length of 1 day and Apple doesn’t get around to answering their email until the second day?
Hi there, this worked for me recently. I purchased GPS software which was mislabeled (two apps to be specific) totaling about 55$ and I got a refund no problem. I have to say I was impressed with apple greatly. I tok the refund and purchased a gps app that worked correctly for me and am very happy with it.
they seem to have changed the form, I can’t find that option anymore, but I’ve filed it under “other app store problem” because if you file it under “application doesn’t work as advertised” they just tell you they can’t provide tech support and that you should contact the developer.
God Bless you if you can find it! They seem to go out of their way to keep you from contacting them.
My displeasure with Apple grows. Tried to make a Genius bar apt today. Response was “none available at this store”!. . . . . . . EVER?