James Pinkstone:

Tom, along with his boss Ezra, had just spent most of Saturday at my dining room table with me, trying to recreate a disaster like we were Netflix green-lighting Fuller House. So far, no luck.

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.

I never linked to James’ original post about how ‘Apple stole his music‘, because quite frankly, I believed it to be user error. In the meantime my friend also told me about his problems — he also lost some of his files — and Apple showed up on Pinkstone’s doorstep to try to diagnose the issue.

What other company would do that? No, seriously. Is there any other tech company that would go to such lengths to figure out what’s wrong with their product?