Unburdening myself to Apple support

I recently had this communication with Apple customer support (covered here on Consumerist) over losing access to playing one of my favorite new songs by Al Jarreau. I don’t know why I do these things, but it is fun. [Emphasis on key points in bold]

First Name : Elaine
Last Name : Meyer
Item title:  the song “Our Love” by Al Jarreau
Order number:
Dear Apple,

On Friday, I purchased the song “Our Love” by Al Jarreau, off of his album Breaking Away. My problem is that I can no longer play the song on my iPhone 4s’s iTunes. It shows up as grey and not black which apparently means it is unplayable. A bit of background on this: I listened to this song A LOT this weekend. For a whole day, I think this was the only song I listened to, and the next day I listened to it throughout a 45 minute train ride.

This is part of a larger thing with me where, when I really like a song, I listen to it on repeat as if I’ll never be able to listen to again. I don’t know why I do this, but I have for as long as I can remember being a music fan.

So I guess my question is whether Apple proverbially cut me off from listening to “Our Love,” like a bartender who tells a patron that it’s for his own good that he not get another Maker’s Mark on the rocks because his head has been down on the table half the night, and he is saying nonsensical things. While this might be a reasonable intervention, I can assure you that I am still highly cogent after listening to a song 50 times in a row. And I love that song and would love to have it back, since I paid for it, and I couldn’t listen to it on the train this morning, and I felt a bit empty about that.

I’m sure actually my overplaying it isn’t the true reason it’s not working–it’s probably some technical glitch, perhaps involving connecting to my ITunes library, which I did last night but then aborted because I realized I was connecting to the iTunes library on my work computer, not my home computer, and was afraid my iPhone would sync to the work computer and erase all my home computer music. So that may be it.

Please help. Thank you very much,

Dear Elaine,

Thank you for contacting iTunes Store Support. My name is Saxonie.  According to your email, you are unable to play the song “Our Love” on your iPhone. I certainly appreciate wanting to have access to the track you are enjoying.

Not to worry, I play the same song for quite a while when I enjoy it. Please remove the song from your iPhone by pressing your finger to the song and sliding your finger from right to left. A delete button in red will appear. Delete the song and then redownload it from your queue as I have provided a fresh copy of the song.

Follow these steps to download the item from your iOS device:

1.) From the Home screen on your iOS device, tap the iTunes icon.

2.) If you’re using an iPhone/iPod touch, tap More > Downloads. If you’re using an iPad, tap Downloads.

3.) Enter your Apple ID and password.

4.) Tap OK.

The item should begin downloading. If you lose your Internet connection, go back to the Downloads screen in the iTunes app and then tap the arrow icon that appears next to the item.

Should you have other questions, please reply back to this email and I would be happy to help, Elaine.


iTunes Store Customer Support

Dear Saxonie,

Thank you so much for your help. You’ve truly made your day, and thanks for sympathizing about song playing.
Saxonie’s  help worked, and I did get the song back. So thank you, Saxonie and Apple.