Two Apple engineers meets the Customer with iTunes bug. After a week James Pinkstone reported the iTunes file deletion bug, Apple sent two senior engineers to his house and investigate the issue. Two Apple employees, identified only a “Tom” and “Ezra,” flew from California to Pinkstone’s house in Atlanta.
In his new blog post, Pinkstone provides the complete details. It includes sending two engineers to Pinkstone’s house for the better part of a Saturday.
Earlier this month, Pinkstone said iTunes removed most locally stored tracks without his permission. An Apple Support representative was unable to pin down an exact cause, but guessed Apple Music compatibility issues might be to blame.
Last Friday, Apple issued a statement confirming that “an extremely small number” of users had reported similar problems. The company could not reproduce the issue. It said an updated version of iTunes with “additional safeguards” would be released to address user concerns. The update was pushed out on Monday as iTunes version 12.4, but it appears Apple has no idea what, exactly, is going wrong.
Tom and Ezra left Saturday afternoon. They asked Pinkstone to continue using the software as he would normally. For example buying songs, importing tracks and customizing playlists. They returned on Sunday to pick up the data logs.
After hours of troubleshooting and a real-world stress test, Apple was unable to reproduce the problems Pinkstone reported earlier. But they agreed that this was not a user error.
“One of the things on which Tom, Ezra, and I seemed to agree was that Apple is not off of the hook yet. Their software failed me in a spectacular, destructive way. Since I rang that bell, many people have come forward with similar stories.” Pinkstone writes. “Some may be a result of user error, but I have a hard time believing all are.”
Apple may not have a solution for now, but the company is obviously taking this matter seriously. Perhaps most telling is Apple’s willingness to send out two senior engineers. Cross-country. To a customer’s home over what amounts to a software bug. Not every company takes such initiative.