I have a problem with my iTunes store account and trying to fix it has been slightly more painful than it needs to be.
Problem is twofold. Firstly that the iTunes store decided my iPad that I’ve used many times before was a “strange device” and therefore initiated a security alert –
Code Amber: New Device - Dive, Dive, Dive - Initiate Omega Protocol - Retina Scan failed....
To overcome this it insisted in bright red colour that I enter the CVV security code from the back of the credit card used for purchases. That would be fine except that the card in question had recently expired and been replaced by a new one from the bank. The old one had been destroyed and is now landfill. Apparently unable to go any further I followed the instructions to send a message to Apple support.
First response was vanilla instructions on how to edit payment information. I’d already tried that and wasn’t allowed to get that far without the missing CVV code. I replied using even simpler language.
Second response from Punitha the support robot was to tell me that Apple don’t fix problems with credit cards and I should talk to my bank and ask them why my security code is being rejected?$!
Interestingly, in the first mail Punitha was calling me Lan and now she’s calling me Scattergood.
Probably Unhelpful Non-human Interface That Helps Apple ?
I’m then faced with the odious but common task of finding English speaking help on a Polish based problem. After some hunting I find a phone number for Apple support and the very cheerful Andre helps me out. Or at least he may have done, I need to log out, log in and do the hokey-pokey when I get home.
Andre’s confirmation mail tells me I cannot contact him again because his job is phones. Also that I may need to make an appointment with a genius at a genius bar. Do they have those in Poland yet?
Obviously this is just me turning into a grumpy old man but isn’t life way more complicated than it needs to be these days? I thought the general idea of technology was to make our lives easier but far too often the opposite seems true – we need to help technology rather than it helping us. And where are the damned home-help robots we were promised?