Apple pushes redesigned automated iTunes store problem reporting tool

Apple is now pushing its redesigned “Report a Problem” tool to selected groups of iTunes store customers.

Users can now report iTunes problem without having to access a computer, and the system used to deal with problem reports is now automated.

Screen Shot 2013-03-28 at 11.24.18 AM

Usually, Apple customers would have to fill out a form, which would be configured similarly to the above image. Now, Apple’s new system is automated and can accept or reject refund requests automatically, freeing up Apple’s support employees for more pressing customer service issues.

Until now, the iTunes “Report a Problem” tool was only available to users operating on Windows and OS X, now however the tool can be used in conjunction with web browsers, and more importantly mobile devices.

The rollout began officially on March 13, however it will take “several months” to complete the rollout. It looks like a number of U.S. iTunes users have received the new tool, phase 2 will bring the service to the rest of the U.S, and 3 and 4 will deal with the rest of the countries that support the iTunes store.


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