Wednesday, Jun 20, 2018 08:29 PM
Duration 32 minutes 25 seconds
Enca
Thanks for contacting iTunes. My name is Enca. Please give me a moment to look over your information.
Enca
Hi ***CUSTOMER***.
Enca
I hope you’re doing great today!
Enca
If our chat gets disconnected for any reason, please note that it is not intended by Apple. You can certainly chat us back. Here’s your Case Number (***NUMBER***) for your reference.
Enca
How may I help you today?
***BELARUS CUSTOMER***
Hello! My name is ***CUSTOMER***. I`m from Belarus
***BELARUS CUSTOMER***
I have problem with Apple Music. And all users of Apple Music from Belarus at all
***BELARUS CUSTOMER***
By some reasons your company blocked [Explicit] content and don't say to us why
***BELARUS CUSTOMER***
I looked for laws and found one thing. Explicit content not alowed for streaming on radio only. So you can allow to us, citizens of Belarus, downloading explicit content from Apple Music and listening it but each Beats One show with explicit content need to be forbid.If you want more information for your lawyers - ask me.
Enca
Oh. I’m sorry to hear that. No worries, I’ll be happy to look into this for you.
Enca
Before we proceed, can you provide your Apple ID (email address)?
***BELARUS CUSTOMER***
***CUSTOMER EMAIL***
Enca
Thank you.
Enca
I’ll ask for some assistance regarding this concern. Can I put you on hold for a few minutes to do so?
***BELARUS CUSTOMER***
Yes. Thanks!
Enca
You’re welcome.
System Message
Just a few more moments. Your Advisor will be right with you.
System Message
Thank you for your patience. Your Advisor will be with you shortly.
System Message
Thanks for waiting. Your Advisor will be with you in just another moment.
Enca
Thank you for patiently waiting, ***CUSTOMER***.
Enca
On what device you’re unable to download the explicit content?
***BELARUS CUSTOMER***
This is not problem of devices. This is problem of Apple Music service in my region (Belarus). I choosed my Apple TV for support because it is fresh purchase and have chat support.
Enca
We will just want to check if the restrictions are enabled to restrict explicit content.
***BELARUS CUSTOMER***
I asked support about this problem many times, but they don't ask my no. of law there explicit content not allowed in my country. This is not a problem with a switch in settings of iOS/tvOS. This content blocked directly from Apple for all users in my country.
***BELARUS CUSTOMER***
We can't contact with Apple Support from Moscow. I think they have some answers about our situation. But we can't call to they office (call allowed only from Russia. Belarus don't have Apple Support)
Enca
I do apologize for the inconvenience that this has caused you, ***CUSTOMER***.
***BELARUS CUSTOMER***
So, i write to You by one reson - i hope you send my ticket to lawyers of your company
Enca
I have Tiffany here with me. She’s a Senior Advisor and she can further assist you with this matter. I’ll be transferring your case to her. Is it okay with you?
***BELARUS CUSTOMER***
Yes. Thanks
Enca
You’re welcome. Please stay on the line.
Tiffany
Thanks for contacting iTunes. My name is Tiffany. Please give me a moment to look over your information.
***BELARUS CUSTOMER***
Hi
Tiffany
Hi ***CUSTOMER***.
Tiffany
My name is Tiffany, a Senior Advisor from iTunes Customer Support. Your case was escalated to me for assistance. Thanks for contacting us. I understand that your concerned about not being able to access Explicit music in your country of Belarus. I’d be happy to investigate this.
Tiffany
I’ll need to contact our Engineers to verify if Explicit music is restricted in your country or not, and follow up with you over once I have additional information. Can you confirm the best email for me to reach you at?
***BELARUS CUSTOMER***
Sure. My email: ***CUSTOMER EMAIL***. Thanks for Your patience
Tiffany
You're welcome. Thanks for confirming your email. You can expect to receive a follow up email within 24-48 hours.
***BELARUS CUSTOMER***
Ok. Bye Tiffany!
Tiffany
Thank you for contacting iTunes Customer Support. Take care, ending consult.