iTunes prepaid cards strike the wrong note when there’s no legible code to redeem.

There’s nothing worse for kids than getting a present that doesn’t work. And we think there’s a real risk of this for kids who are given Apple’s iTunes prepaid cards.

How they work

iTunes prepaid cards come preloaded with various dollar amounts to purchase songs and movies online that can then be transferred to Apple iPods. They’re perfect presents for kids who don't have the option of paying by credit card.

Each prepaid card comes with a unique PIN, which is uncovered by scratching. You can buy the cards virtually everywhere.

The problem

But here’s the rub: in mid-December a staff member bought three iTunes cards for her children, who followed the instructions and carefully scratched off the protective cover of the first card. Underneath, the PIN was illegible, with faded letters and missing sections. Rubbing a second card produced the same result. On the final card you could read the PIN, but a rub with a thumb easily removed the printed letters.

When the retailer was told, he contacted his supplier, who told him there was a faulty batch on sale. The retailer was told to point customers towards the apple.com website where they would be able (eventually) to find out what their PIN was. They can then load the PIN to purchase songs from the iTunes store.

However, when our staff member followed the supplier’s instructions and went to the apple.com website, the information there was incorrect, resulting in the wrong number being sent through. It took a protracted email exchange to finally get the PINs.

Our advice

• Retailers are responsible for sorting out faulty products, not their customers. So if you can, go back to where you bought the faulty card and get a refund.
• If there’s a known fault with a batch of cards, they should be recalled.
• If you’re considering buying iTunes cards, get the retailer to scratch off the coating for you so you can check your cards before you leave the store.

How to get the Apple PIN

If you find yourself with an illegible card and are willing to persevere with apple.com to get the PIN, here are some steps to help you:

• 1. Go to www.apple.com/nz/support/iTunes.
• 2. Click on “cards and codes”.
• 3. Click on “redemption”.
• 4. Click on email icon and send an email explaining your code is illegible, and tell them the serial numbers of the card you have.
• 5. Send the 14-digit code beginning with “EBY” located in the bottom left-hand corner on the back of the card. Don’t send the number immediately beneath the barcode as (despite what it states on the website) that’s not the number Apple needs to find your PIN. In fact, to play it safe consider sending all the numbers you can find.

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