I had a bit of a scare yesterday. I spent £6.41 completing the soundtrack from Moon (I’d already bought two tracks from the album, hence the discount on completing it) on iTunes. All was well until the final track, Welcome to Lunar Industries (Three Year Stretch….) downloaded – and failed.
I started with common-sense troubleshooting methods – error -100000 (the error returned by iTunes) wasn’t mentioned on the Apple support website, so I assume it is one that is as-yet undefined. I ran “check for available downloads”, and it happened again.
Undeterred, I tried again, deleting the temporary download folder and running “Check for Available Downloads” again. This time, instead of bailing out with an error, as soon as it reached the end of the download phase, it simply deleted the downloaded file and restarted again. This repeated seemingly endlessly and for no readily apparent reason.
I tried on another machine, and that failed. I updated the Mac to iTunes 8.2.1. Again, no luck. With that in mind, I contacted Apple technical support.
The person who dealt with my request was very polite and e-mailed me back within six hours (impressive, considering it was a Saturday). I’d tried practically everything in the e-mail, but for old time’s sake, I tried again.
It was another case of lather-rinse-repeat – until I decided, off the cuff, to try something different. Instead of using the Check for Available Downloads route, I clicked the ‘restart’ button on the entry in the Downloads playlist. And it worked.
I e-mailed the fix back to Apple, and received a speedy (probably template) “thank you for contacting iTunes Store customer support” message. It may have been template, but the service is certainly better than some companies I’ve run in to: for example, Apple got back to me on a Saturday (most other companies wouldn’t have bothered until Monday) and the person who served me was incredibly polite throughout the brief communiqué.
Tags: Apple, customer service, itunes, music, Software
-
There’s a message in there somewhere for all Customer Service people… It didn’t matter that they couldn’t actually solve the problem, the speed and politeness of their reply made you rate their service highly.
When you ask folks what makes a good doctor, their clinical skill or diagnostic acumen is almost never mentioned – but the speed at which one sees people, and the manner of the doctor, are frequently top of the list.
It’s an anomaly that highly rated companies like JLP, First Direct and – evidently – Apple play to their advantage. MoreThan’s current TV ads are trying to do the same, and my Personal Customer Manager tells me the service lives up to the promise
Now if only we could educate a few more companies, consumer life in the UK could become much more pleasant.
-
Indeed: it’s rather odd that we rate convenience before actual service, but if, for example, I didn’t have to hold on the phone to Virgin Media for six hours waiting for an explanation as to why my internet connection was down, perhaps I’d rate their customer service higher.
-
-
Despite of the fact, that you discovered the error on your Mac, I found a solution for this problem with iTunes running under Vista.
After I disabled my Antivirus ( Kaspersky KIS 2009 ) I was able to download the two songs left before. Might be aProblem with the firewall, but nobody at Kaspersky has a solution to the problem.
It might affect other AV-Suites too . -
I had the err -100000 message come up also. I’m running xp with kapersky 2009 antivirus and internet security so i followed Uli’s advice and disabled it and have now downloaded all my outstanding songs! Cheers for the fix Uli!
-
I have the same problem
I have found that disabling the Application Filtering seems to do the trick
It would be great to get a proper fix for this as it is driving me up the wall! -
I always prefer to use Kasperky over Avast or McAfee. Kaspersky is much better in detecting new viruses and it does not consume too much resources on your dektop PC.`:,
-
On Windows, I definitely suggest Microsoft’s own Security Essentials – it’s free, doesn’t nag, and usually (astonishingly) does the job better than paid anti-virus software.
-
7 comments
Comments feed for this article
Trackback link: http://crashedpips.com/2009/07/dealing-with-itunes-100000-download-errors-and-why-apple-customer-service-is-brilliant/trackback/