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Apps and iTunes Cards in Canada: Follow Up

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Recently blogged about this issue: though information about this appears nowhere on the card or in the terms of service, iTunes Cards (gift cards or certificates) may not be used to purchase applications on the Canadian version of the iTunes Store.

Since I posted that blog entry, a few things have happened. I did receive replies from Apple, which were rather unhelpful. The most useful one was this message:

Hello Alexandre,

I understand and apologize about your situation and i do want to assist you as much as possible . I am going to issue you 10 song credit. Again i apologize and i hope this issue gets resolved. I will also apply feedback about this issue .

Thank you for choosing iTunes Store and have a great day.

Sincerely,

Todd
iTunes Store Customer Support

I had no intention of purchasing tracks on the iTunes Store at this point but I do “appreciate the gesture.” Here’s what I wrote back:

Thanks. I wasn’t planning on downloading songs but I appreciate the gesture.

Not overwhelming gratitude on my part. Simply stating that, though this isn’t appropriate, I can still be polite.

What’s funny is that I received this reply to my simple “thank you” note:

Dear Alexandre,

You’re very welcome. I’m glad to hear that i was able to help some .

Nothing makes Apple happier than to hear that we have pleased our customers. I hope that you continue to enjoy the iTunes Store.

Thank you for choosing iTunes Store and have a great day.

Sincerely,

Todd
iTunes Store Customer Support

From that message, you’d think I had praised the iTunes Store for hours on end.

Just in case it might make a difference, I tried filing another support request. Here’s the reply on that one:

Dear Alexandre,

Welcome to the iTunes Support Site. My name is Staci and I am here to assist you.

Thank you for contacting Apple about the App Store. We’re glad you’re interested in
this new offering.

I’m sorry, but you will not be able to purchase games or applications with store
credit or an iTunes Gift Card in Canada. Customers residing in Canada may only
purchase games and applications using a credit card.

I am confident that the information provided will solve your gift card issue. If
you have further questions, I can be contacted during the hours listed below. Thank
you and have a prosperous New Year.

Sincerely,

Staci
iTunes Stores Customer Support

This one sounds even more like a canned reply and  “the information provided” doesn’t, in fact, “solve [my] gift card issue.”

Clearly, Apple isn’t “doing the right thing.” In terms of customer service, it’s not a positive experience. I did enjoy some aspects of the iTunes Store and I think it’s quite convenient. But I’m not “enjoying the iTunes Store” so much, anymore.

In the meantime, I started receiving comments on my previous blogpost on the issue. One was from someone who purchased a 150$ iTunes Card. Almost as much as the 8GB iPod nano.

Most of the advice given on this issue, outside from Apple’s unhelpful replies, has to do with things which are illicit. One would be to resell tracks purchased with this card to other iTunes users. Since the tracks are now all DRM-free, this is technically feasible. But it’s also illicit and potentially traceable. Another piece of advice, to purchase applications using an iTunes Card, is to buy a card in the US. As far as I know, this is technically doable but it also contradicts Apple terms of service.

Not good solutions, but ones which disgruntled iTunes Card buyers may contemplate.

Since then, I also received a message asking me to complete a survey about my experience with Apple support. Here’s the complaint I included in that survey:

I was given the “runaround” on a very easy issue: I need a refund.
There’s an obvious problem with the fact that iTunes Cards may not be used to purchase applications on the Canadian version of the iTunes Store. Nowhere on the card itself or even in the Terms of Service is this restriction mentioned. As this issue gains prominence, Apple could get a significant hit in consumer perception. Not sure if it will become a class action lawsuit, but it’s as significant an issue.
Email replies were disappointingly unhelpful. Instead of investigating the situation, I was led to a forum post musing about the possible reasons for this restriction. I was eventually credited ten songs even though I had no intention of getting tracks on the iTunes Store at this point.
While the amount of money is relatively small in my case, I’m getting comments on my blog from people who lost the money equivalent of an iPod nano.

Again, I probably won’t file a class action lawsuit against Apple, in part because these suits mostly make money for lawyers. But my dissatisfaction with Apple remains. In a way, it even grows, because there were several opportunities for Apple to “do the right thing.” Yes, it’s partly on principle. But it’s also a matter of the way the corporation is perceived. In this case, they sound polite but quite dismissive.

There’s no question in my mind that a mistake was made: no information on this restriction was added anywhere a gift card purchaser may find it. Because of this, people are redeeming iTunes Cards with the specific intention of enjoying their iPhone or iPod touch in a new way. As this was a season of gift-giving, some people probably received these gift cards and, thinking they might use them anywhere on iTunes, redeemed these cards instead of returning them. Only to find out, after the fact, that “you will not be able to purchase games or applications with store credit or an iTunes Gift Card in Canada.”

Bummer.

This frustration isn’t such a big deal in the abstract. But context is everything. Part of the context is the set of restrictions placed by the iTunes Store in general. It may not have been much of an issue, for a given user, that it’s impossible to buy applications directly from developers, unlike Android Market (the Google equivalent to the App Store). For casual users, this is pretty much a non-issue, especially since the App Store is so convenient. But this restriction becomes quite conspicuous once an iPhone or iPod touch user runs into this kind of problem.

There’s a broader issue. With the iTunes Store, Apple is sometimes said to have “solved micropayment.” Ever since the iTunes Music Store opened, at least part of Apple’s success has been assigned to the Amazon-like way they implemented their payment structure and it’s quite likely that the iTunes Store model has been having positive effects on the way Apple is perceived by investors. Because of the way it handles payments and reduces overhead, Apple has been able to make money on relatively small amounts of 99¢ (and, recently, 69¢). I’d call this “minipayment” because one can easily imagine even smaller amounts being paid online (for instance, a minute of cellular or long-distance communication). In this case, Nokia, eBay/Skype, and cellphone carriers have better micropayment systems. But Apple still deserves “Wall Street cred” for the way it handles small payments.

Yet, once you start thinking about Apple’s payment system in more details, say because of a bad experience with the applications section of the iTunes Store, you start noticing how flimsy the payment structure is because it relies on users willingly entering a closed system. It’s not just that the iTunes Store is closed. It’s that, once you buy on Apple, you need to restrict yourself to “Apple’s ecosystem.” This has often been the case on a technical level. It’s now a matter more visible to the casual end user: money.

From a “tech media” perspective, this closed ecosystem is part of a pattern for Apple. But the financial part isn’t frequently discussed.

It will sound like a strange analogy but it’s the one with which I come up as I think about this: IKEA bedding. Because IKEA’s measurements are metric, bed linen was an issue with IKEA-purchased mattresses in Canada. Not sure if it’s still the case but it used to be that those who bought beds at IKEA were then stuck with metric measurements for bed linen and those are difficult to find in Canada. In effect, those who purchased beds at IKEA were restricted to IKEA linen.

In computer terms, the classic case is that of a difference in fileformat between products from two developers. Apple certainly had its share of “format wars” but it mostly solved these issues. Recent Macs (including the Mac mini Intel Core Duo I’m currently using) support a Windows installation as well as Mac OS X. In terms of networking, it’s now quite easy to set up mixed networks with both Mac OS X and Windows machines. Even the music part of the iTunes Store is lifting those restrictions which made them technically incompatible with other devices. All in all, Apple has gone away from its strict control, at least in technical terms.

But in financial terms, Apple is using a fairly restrictive model for its iTunes Store. Once money gets into an account (through gift cards, allowances, or “gifting”), it can only be used on that account. Because of some restrictions specific to Canada, some of that money is restricted from use for buying applications. And Paypal isn’t available as a payment option in the Canadian iTunes Store. In effect, the only way to purchase an application for the iPhone or iPod touch is through a valid credit card. Given the fact that a majority of people are likely to have some kind of credit card, this doesn’t seem too restrictive. But there’s a variety of reasons people may not have valid credit cards and there’s no connection between buying something on the App Store and using a credit card. The iPod touch has been marketed as a gaming platform during the holidays and chances are that some iPod touch owners are children without credit cards. I’m not sure what the options are for them to buy iPod touch games. The same could be said about games for the iPod Classic, a device which clearly is used by children.

Part of the problem relates to the Canadian financial system. For one thing, debit cards with credit card numbers are rare in Canada (I’m not sure they exist). Many Canadians tend to use Interac, which does offer some advantages over credit cards, IMHO. As I’ve recently experienced, Interac now works online. It would make a lot of sense for Apple to support it online (I’m sure Canadian Apple Stores already support it). And there must be a reason Paypal, which can be used for iTunes Store purchases in the US, is unavailable in the Canadian iTunes Store.

So, yet again, Apple’s Canadian customers appear “underprivileged” by comparison with US customers. In public perception, this is pretty much a pattern for Apple.

I don’t think that the messages I’ve received helped. Though they were polite, they were dismissive as my problem was basically dismissed. From being dismissive, Apple can sound arrogant. And arrogance is tricky, in today’s marketplace.

I’m reminded of the recent Simpsons episode about Apple. Excerpts of it made their way to YouTube as they play on several gripes people have with Apple. Arrogance was clearly a key theme in that episode. Another Apple parody, the MacBook Wheel spoof from The Onion, was more directly centred on making fun of users and elements related to Apple’s perceived arrogance were less obvious.

I don’t own AAPL.0 stock but, if I did, I might sell some. Sounds silly but corporations which treats its customers in this way aren’t something I would invest in. Despite the fact that I do “invest” in Apple products.

I just wish Apple “did the right thing.”

academic podcasting, consumerism, course management systems, Digital Life, Education, eLearning, Ethnography, ethnomusicology, experience, fieldwork, iPod, iTunes, linguistic anthropology, mac, mac os x, music, podcasting, reviews, technology, voice

iRiver H120 (Digital Audio Jukebox)

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Recently purchased a brand new iRiver H120 with remote control on eBay from OutletMP3. Paid 132.50$ plus 18$ shipping. Also purchased a 3-year warranty through SquareTrade for 16$.
Item arrived as described, with both the European power adapter (in the original box) and a North American power adapter (in the shipping box). The remote control is included in the package but is outside of the original box. OutletMP3 sells those iRiver H120 devices with or without remote control (usually at about the same price).
Yes. “Would do business with OutletMP3 again.” (As it turns out, they sell iriver products quite frequently on eBay and they have an eBay store with “Buy It Now” iRiver H120 devices without remote for 150$ each.)
The best things about this device are its recording features. Those iRiver H1x0 models can record uncompressed sound in WAV format at 16bit with a sampling rate of 48 kHz (so-called “DAT quality”), 44.1 kHz (so-called “CD-quality”), or lower (“FM-quality,” “voice quality”). It also records directly to MP3 files (with the official firmware) in a variety of encoding settings (up to 320 kbps). It has an internal microphone for voice dictation as well as an input for external microphone, analog line in, or optical in.
The box includes a surprisingly decent lavaliere-style monophonic microphone. Not an excellent microphone in any way but clearly better than one might expect (though Laith Ulaby had told me that this microphone was decent).

In terms of operation, the unit has some strengths. The overall interface is much less convenient than that of the iPod, say, but the battery lasts longer than most iPods (for playback). The iRiver H120’s remote has a small LCD screen which shows enough information for most needs making it possible for me to keep the H120 in my pant pocket and operate the device with the remote. While, among portable players, only the iPod has native support for AAC and lossless formats, iRiver players support Ogg Vorbis and WMA. Haven’t done anything in Ogg format yet but it might be an interesting option (though it does make files less compatible with other players).

Apart from navigation and interface, the main differences with my previous iPod 2G have to do with iTunes integration. The iPod‘s synchronization with iTunes made it rather convenient to create and update playlists or to transfer podcasts. iRiver’s models may not be used in the same fashion. However, the iRiver H120 can in fact be used with iTunes through a plugin meant for Archos players. However, this plugin seems to have some problems with a few files (probably because of invalid characters like ‘/’ and ‘:’ in filenames), generates non-working playlists on Mac OS X, and puts all filed in an “Artist/Album” hierarchy which makes iRiver navigation more complicated.

What surprised me somewhat was that the H120, a USB 2.0 device, works perfectly well with my old iBook (Dual USB) which only has USB 1.1 ports. No need for special drivers and the device then works pretty much like a (20GB) USB drive. Since the iRiver H120 works as a USB drive, it’s easy to transfer files to and from the device (contrary to the iPod which makes somewhat more difficult). All audio files can be put at the root level on the iRiver and audio recordings made on the iRiver are in the “RECORD” folder at the root level of the drive. While the iBook’s USB 1.1 ports are much slower than USB 2.0 ones, they do the job well enough for my needs. (Will be going back to my entry-level emachines H3070 in a few days.) A 400 MB file recorded on the iRiver (about 40 minutes of 16 bit stereo sound at 44.1 kHz) transferred to the iBook through USB 1.1 in less than ten minutes. Slow, but bearable. My old iPod used a Firewire 400 (aka IEEE 1394 or i.Link) connection which is about the same speed as USB 2.0 in most conditions. My entry-level emachines desktop has both USB 2.0 and Firewire 400 ports (thanks to an inexpensive Firewire card).

Was thinking about putting Rockbox on the H120 but SquareTrade tells me that it may void their warranty, which would be an inconvenient. The Rockbox has some neat features and seems safe enough to use on “production machines,” but its features aren’t that compelling for me at this point.
The H120 has a radio (FM) tuner, which could be useful to some people but isn’t really a compelling feature for me. Haven’t listen to much radio in the past several years. Podcasts are soooo much better!

Speaking of podcasts… One of my reasons for purchasing this machine (instead of a more recent iPod) was the ease of recording. This is clearly not a professional recording device but the sound quality seems quite decent for my needs at this point. Should be using it to record lectures and distribute them as podcasts or “lecturecasts” (yeah, ugly name, sorry!). In my mind, educational podcasting can supplement lectures quite nicely. Have been to a few workshops and presentations on technology use in teaching and most people seem to agree that technology is no replacement for good pedagogy but that good pedagogy can be supplemented and complemented (if not complimented!) by interesting tools. Had been thinking about a recording iPod to integrate podcasts with course material. It would have been quite useful, especially in connection with iLife and iWork. But an iPod 5G (with video) is already much more expensive than my iRiver H120 and the add-ons to enable 44.1 kHz / 16 bit recording on the iPod are only now getting to market at a price almost half that of my brand new iRiver H120. Plus, though the iPod is well-integrated with iTunes on Windows, iLife and iWork applications are only available on Mac OS X 10.4 and, thus, will not run on the entry-level emachines H3070 which will become my primary machine again in a few days.
In other words, my ideal podcasting/lecturecasting solution is out of my reach at this point. And contrary to tenure-track faculty, lecturers and adjunct faculty get no technology budget for their own use.
Ah, well…

Still, my iRiver H120 will work fine as a recorder. Already did a few essays with voice and environmental sounds. The lavaliere microphone was quite convenient to record myself while taking a walk which sounds like an unusual activity but was in fact quite relaxing and rather pleasant. In terms of environmental sounds, the same microphone picked up a number of bird songs (as well as fan noises).
Among the things that distinguish the H120 from a professional recorder is the lack of a proper calibration mechanism. It’s not possible to adjust the recording levels of the two channels independently and it’s even not possible to adjust volume during recording. (There’s a guide offering some guidance on how to work within those constraints.) Quite unsurprisingly (for what is mostly an MP3 player) but also making the device less of a professional device, its jacks are 3.5 mm “stereo mini-plugs” (instead of, say, XLR jacks). For that matter, the iRiver H120 compares favourably to several comparably-priced MiniDisc recorders, even Hi-MD models. Did field research with a used ATRAC 4.0 MiniDisc recorder. That setup worked somewhat adequately but this iRiver H120 is much of an improvement for me.

Got a few pet peeves about the iRiver H120. For instance, it has no actual clock so recorded files do not carry a timestamp. A minor quibble, of course, but it would have been useful. The overall navigation is as awkward as that of my first MP3 device, the RioVolt (which also used iRiver firmware). One navigational issue is that navigating up and down in the folder hierarchy is done through the stop and play buttons instead of, say, using one of the three jog switches on the remote. Some functions only work when the device is stopped while others work while it’s playing. Switching from hard-disk playing to recording or to FM is a bit awkward and cumbersome. The unit takes a while to turn on and doesn’t really have a convenient sleep mode. While it is possible to resume playing on a track that has been stopped, this feature seems not to work every time. Fast forwarding rate (“scan speed”) is set in a menu instead of being dynamic as on the iPod. The device doesn’t support ratings or, really, descriptions (although Rockbox might be able to support those).

Also got a few well-appreciated features, apart from those stated above. The EQ and SRS presets are appropriate and relatively easy to use. Contrary to the iPod 2G it is possible to play files at a higher rate (increasing the “playback speed”) making it possible to listen to voice at a higher speech rate (and higher frequency). It’s also possible to delete files directly from the device.

At any rate, that’s already a long entry and experience with my H120 will probably push me to write more about the device.

Feel free to comment or send questions through email.