A few weeks ago I preordered the latest R.E.M. release Accelerate (iTunes) after hearing all the great reviews. Preordering got me a bonus track and the single early and I would have hoped the album as soon as it was out. Unfortunately that wasn’t the case – the album was available right after midnight yesterday, but as of 3 P.M. I hadn’t received notice that I could download my album, so I sent an email to Apple. A few hours later I had an email saying I could download my album.
In my email to Apple I mentioned that this wasn’t the first time this had happened and it makes no sense. It seems to me that you’d want to get the album out to those he preordered it at least when it is commercially available, if not before then. These are your biggest fans. The ones that would beat the drum for the album.
Then today I got an email from Apple that turned my opinion.
Thank you for preordering “R.E.M Accelerate”. It appears that since you last contacted iTunes Store Customer Support, you have successfully purchased and downloaded this selection. I do apologize for any frustration this issue may have caused.
I have issued you 5 free song credits for your inconvenience. When you sign in to the iTunes Store with this account, the song credit will appear by your account name in the upper-right corner of the iTunes window.
I still think that Apple should work to make sure that their best fans are better taken care of, but this was good customer service. The took a bad situation and turned it good – at least for me. I was planning to write about how they screwed up, and they at least turned it into a compliment on how they take care of their customers. Yeah, yeah 5 free songs makes me feel better – customers can be made happy with free stuff – more companies should remember that.