Tim Bursch

Where did all my money go?

Yeah, I finally got an iPhone a few months ago -I know, early adopter. When I’m not using it my kids are. I’ve just been sitting here all amazed at how they figure technology out without me showing them one thing. Amazed that is until a few days ago.

I see some charges from iTunes (as my wife said, "it’s not just nickels, people") and think someone has hacked my bank account.

No, I have purchased some very nice gems in a game. Lots of them. Crap!

I realize my daughter (7) bought these when she thought she was spending her virtual money. [Interesting design, but that's another issue]
Total mistake. Totally unintentional.

So, after reading the fine print and finding not one phone number, I email both the app and itunes. Honestly I’m expecting to be laughed at. Well about 24 hours later, I get a nice email from an Apple representative saying they are going to refund my purchase because of the situation.

Wow. I really had low expectations for service, but Apple went above and beyond.
This makes me wonder–

• When do you make exceptions to your policy?
• When do you seek to really understand your customers?
• What are results of giving a customer the benefit of a doubt?
• How are you making bigger fans? 

What do you think?

(Oh and for all of you wanting to tell me, I did figure out that all I had to do was change my settings to No In-App Purchase.)

Photo credit: Greencolander