• Apple's senior engineers visits customer's house to investigate music deletion issue

    Software randomly, and unexpectedly, deleting huge swaths of owned content isn’t a good thing, so obviously when Apple’s software is reportedly the cause of such an issue, attention is gathered.

    A day after that bug was discovered, Apple confirmed its existence, and while the company said a “potential patch” was on the way, the company’s iTunes engineers couldn’t duplicate the issue at all, which meant they essentially had to issue a blanket patch and hope it would get fixed, or stop future deletion problems.

    Yesterday Apple officially released iTunes 12.4 to the public and that blanket patch was part of the new software.

    Before Apple released the new version of iTunes, the company sent out engineers to Pinkstone’s residence in an attempt to recreate the issue with someone that had first-hand experience with it. The engineers, Ezra and Tom, told Pinkstone to go about his daily routine when it comes to the personal library of songs he owns, Apple Music, and iTunes. One of the engineers returned the next day to collect data, but ultimately were still not able to recreate the problem. However, Pinkstone says the engineers believe there is indeed a glitch that needs to be fixed.

    Apple, for its part, did say that the aforementioned support rep was mistaken in saying that Apple Music has a feature that deletes a user’s content, and also confirmed they do not believe it was user error that caused the files to be deleted.

    “In the days leading up to our face-to-face encounter, they’d earned more of my trust when they acknowledged that A), they’d read the phone transcripts, and although they maintained that she was mistaken, they did not dispute my account of what Amber had told me, and B), they, too, were convinced this was not user error. Before allowing them into my home, though, I’d laid out some conditions. Their research would be strictly limited to Apple Music, iTunes, and my iTunes library, and I would always be in the room to watch them work. Any information gleaned would be used solely for iTunes and Apple Music troubleshooting. If I had a document on my desktop called “Zapruder Film Unedited,” for example, they would still leave it alone. They agreed, both on the phone and in person, so we began.”
    This has been a very eventful situation, to say the least, but at least this part of the story details how far Apple will go to fix an issue that’s garnered this much attention. And with the patch baked within iTunes 12.4, that’s a pretty good turn around for a fix.

    [via 9to5mac]
    This article was originally published in forum thread: Apple's senior engineers visits customer's house to investigate music deletion issue started by Caiden Spencer View original post
    Comments 3 Comments
    1. kelkel5313's Avatar
      kelkel5313 -
      Those affected one are consider unlucky. I have so far did not encounter any issue.
    1. WHUDS's Avatar
      WHUDS -
      Uh if they have no idea what happened then what did they fix?????
    1. budsalinger's Avatar
      budsalinger -
      Uh, it's called placebo effect and uh, it works uh, on computers and uh, people too
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