Poor consumer issue handling
I just bought a 25$ iTunes card and as I tried to enter it in the iTunes store, it was shown to me that the code is invalid because it had already been you. I asked for a refund, and the answer was: "In regards to your order , we regret to inform you that we are unable to proceed with the cancellation of your order as requested. Any serials that are viewed from the order history page, exchange/refund/cancellation request will be deemed void. We apologized for any inconvenience caused. Our Return Policy: Any form of CD Key, Time Card, Expansion, Game Points, Pre-paid Card, Trial/Beta/Item Code viewed from your account history is neither refundable nor exchangeable. If the code not working as you claimed, please do take the screen shots and submit through our website: Game Code Issues Submission." I submitted the screenshots through "Game Code Issues Submission" The issue was handled 2 days later, so I received another code which also was also faulty. So I complained again through customer support. As I couldn't wait any longer to receive another code (I needed it to buy a season of a TV Show to watch in a get together with my friends) I had to purchase another card from other supplier (to be delivered by email). Again, two days later, my code was replaced by a new one. This time it worked (when I no longer needed it), so this time I have extra money in my iTunes account and I am not going to use it any time soon, which is a problem. My feedback on this issue, would be: 1- Review your non-refunding policy when the pre-paid card is faulty: Some consumers buy at this store because the card code is almost instantly delivered through e-mail, I mean, they might need the code in a short time frame. So if you have a non-refunding policy, this costumer may have to buy another pre-paid from another supplier while he waits his problem to be fixed. So when the problem is fixed and the costumer gets the new pre-paid card from you, it is worthless because he/she bought the same product twice. 2- Make sure the product works before delivering it a second time: If you have to contact your supplier to substitute a product, why not asking it to check if the new product is not faulty? If you create an expectation and fail it two times in a row, your costumer might never buy at this online store again.