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iTunes hits a sour note
Last Updated: Friday, June 19, 2009 | 10:33 PM ET
By Erica Johnson, CBC News
The iTunes gift card says, 'Get the latest music, movies, TV shows and more,' but doesn't mention that that doesn't include games and applications. (Paul Sakuma/Associated Press) Eleven-year-old Claire Feikema knew she wanted an iPod Touch as soon as she saw it advertised on television.
"I wanted to play games and stuff and I thought it was really interesting and great technology where you can touch the screen and do stuff," she said.
The Prince Albert, Ont., girl saved her allowance for a year, then headed to a nearby Wal-Mart.
Along with the iTouch, Claire bought an iTunes card to load up her gadget with games and applications. "I wanted Super Monkey," she says, "'Cuz it looked like fun on the commercial."
But when Claire tried to use her iTunes card at home, she hit a roadblock. The online store wouldn't accept it.
Turns out she isn't the only one who hasn't been able to use her iTunes card to buy games and other applications advertised on TV. Go online, and chat boards are abuzz with frustration.
Roadblock
The iTunes card says, "Get the latest music, movies, TV shows, and more." No mention that the games and applications aren't applicable.
Claire Feikema, 11, wants to play games on her iPod Touch. (Paul Sakuma/Associated Press) When customers try to download a game on iTunes, there's no explanation of the problem. The page just shows options to use your credit card.
When called, an Apple customer service representative didn't know what the problem was and couldn't help.
But buried deep in the Apple website is a disclaimer: "iTunes gift cards may not be used on the Canadian store to purchase applications and games."
When Claire's mother, Gwen Feikema, called Apple, a customer service rep told her the problem may have to do with Canadian software laws.
But when CBC ask an Apple spokesperson about that, the rep says, "We're aware of the issue, and we're working on it."
There was no confirmation about what's causing the issue, or if it might get fixed.
Frustration grows
In the meantime, Apple tells Feikema that she can use a credit card to download games and applications for her daughter. But that didn't sit well.
"This is her purchase, this is her life experience," says Feikema. "And I'm not willing to put my credit card up on the internet for personal reasons."
So Claire's left with an iTunes card she bought but can't use to get what she wants.
"I'm sad you can't buy games," Claire says.
As for her mother Gwen, she's more frustrated than sad, and Apple knows it.
"I was getting nowhere, so I wrote them and asked them where I could burn the Apple iTouch. And who did I need to mail it to in crumpled pieces?" she said.
"It was a rough day. I just wasn't getting any answers and none of it made any sense."
