Apple has decided to refund a family after their 5 year old son ran up £1700 of charges on a ‘free’ iPad game within just 10 minutes.
Danny Kitchen was given the passcode to the family’s iTunes account so he could play a free game. However, he clicked to buy premium in-app items, not realising the account would be charged £69.99 each time.
Danny managed to make 19 purchases in just 10 minutes. With other in-game purchases he made, this added up to over £1700.
Danny’s mother, Sharon Kitchen, only realised what had happened after receiving a call from her credit card provider.
Apple had at first refused to refund the family’s money, despite the purchases being made by accident. The company has a policy in place to refund customers in a similar position in the US, but not in the UK.
However, after a backlash, Apple has decided to refund the entire amount. This is not the first time a company has made a U-turn about refunds after a customer has taken their complaint to the press. Perhaps Apple will learn from its mistake next time – by offering a more sympathetic level of customer service, they could have avoided the bad press surrounding the story.
Has anything similar happened to you? Do you think the family should have been refunded? Leave us a comment to let us know.