Apple Music Беларусь

Remzel

Thanks for contacting Apple Support. My name is Remzel. How can I help you?

Remzel

Hi Nikita! I hope you’re doing great today! How can I help you?

Nikita Ignatovich

Hi Remzel!

Nikita Ignatovich

I just talked with Enzo, but he suddenly disconnected

Nikita Ignatovich

Case ID: 100652377836

Nikita Ignatovich

I'm from Belarus. Your company restricted Explicit content in our country

Nikita Ignatovich

I'm not in support for the first time. But now I have an answer about this situation of the government (Ministry of Information)

Remzel

Ohh, I’m so sorry to hear that. Nothing to worry about, I’ll be more than happy to help you with your concern.

Remzel

Can you provide me your Apple ID for me to start please?

Nikita Ignatovich

Not "of the government". From

Nikita Ignatovich

yes. newrbu@icloud.com

Remzel

For me to further assist you, I need to go through your account and check for the best resolutions for you. I will be placing this chat on hold for 2 to 3 minutes and get back to you as soon as I can. Would that be alright?

Nikita Ignatovich

Yes, thanks

Remzel

Perfect! Please stay connected.

System Message

Just a few more moments. Your Advisor will be right with you.

Remzel

Thanks for waiting, Nikita.

Remzel

Can you provide me 1 sample of song which is explicit?

Nikita Ignatovich

Can I send link to you (in iTunes service)?

Remzel

Sure. Let me check if I can go into that link.

Nikita Ignatovich

Oh. iTunes forbid me to copy link. I will send you name

Nikita Ignatovich

Watsky - F**k an Emcee Name

Remzel

Thank you.

Remzel

Please stay connected and let me check what I can do with your concern.

Remzel

I appreciate your time waiting.

Remzel

Can you let me know what the answer from your government that you’re referring to?

Nikita Ignatovich

Ok i will try to translate important parts of it

Remzel

That would be helpful.

Nikita Ignatovich

Sorry for my english in advance

Remzel

No worries.

Nikita Ignatovich

So, they wtitten, what abnormal <br/>lexis restricted in Mass Media with periodical translation. This is journals, TV shows, Radio and etc.

Remzel

Ohhh. So it’s not only Apple Music explicit songs are restricted. Is that right?

Nikita Ignatovich

So, I think you can't give us listen Beats one Radio

Nikita Ignatovich

No. Important parn of our law - Explicit content restricted in _periodical_ shows/journals, On Air radio

Remzel

I see. Thanks for clarifying. I am sorry to tell you this but if it is mandated by government, we won’t be able to let you access explicit songs.

Nikita Ignatovich

But if you downloaded song by yourself - you can use it

Remzel

But one thing I would suggest is to send us a feedback about this so you’ll voice well be heard.

Remzel

You mean on other country?

Nikita Ignatovich

i send feedback in itunes a lot of times. And don't have any answers

Remzel

Here is the link of our feedback page:

Remzel

https://www.apple.com/feedback/itunesapp.html

Remzel

Thank you for send us feedbacks.

Remzel

I can assure you that even you are not getting a response, your feedback is being reviewed.

Remzel

*sending

Nikita Ignatovich

So, we can make this case much easier if you help me contact Legal Dept. I think they can translate letter and interpret it right

Remzel

Are you referring to the legal department of iTunes?

Nikita Ignatovich

Yes

Nikita Ignatovich

Other user of forum in Belarus received answer from Your support about Explicit content (i don't know his Apple ID): " I would suggest contacting your government body who handles concerns about digital contents. They might be able to explain why unreserved items aren’t accessible on your region.<br/><br/> After contacting them and you found that explicit contents should not be restricted in your country’s iTunes Store, please provide me a copy of your interaction with them including the message/s you’ve send and their replies. This could be in form of digital images or screenshots.<br/><br/> I look forward to hearing back from you.<br/>"

Remzel

Let me just read it. Hang on.

System Message

Just a few more moments. Your Advisor will be right with you.

Remzel

Ohh, I see. Thank you. I appreciate your patience.

Remzel

In that case, Nikita. I'm so sorry to hear but we don’t have any option here for what happened here. What we can do here is try to contact your government to see if there are any exceptions for this.

Nikita Ignatovich

So, I have original question and answer from government. Can i attach it to this conversation? (I think Legal dept. for Europe region placed in Ireland. But quote from previous message received from US support)

Remzel

I really apologize for the trouble that this has caused you, Nikita. What I can suggest here is to use not-explicit contents, Nikita.

Remzel

In this case Nikita, I need to get in touch with our senior advisor for further assistance with your request and it will take few more minute, are you fine with that?

Nikita Ignatovich

Yes

Remzel

Please stay connected.

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.

System Message

Just a few more moments. Your Advisor will be right with you.

Remzel

Thanks for waiting, Nikita.

Remzel

I’m still waiting for the next available senior advisor. I just wanna make sure we’re still connected.

Nikita Ignatovich

I'm here

Remzel

Thank you. I will let you know once I got them on the other line.

Nikita Ignatovich

Ok

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.

Remzel

Thank you for waiting, Nikita.

Remzel

I have Sarah on the other line, one of our Senior Advisor ready to take this chat over. Would it be fine to transfer you now to her?

Nikita Ignatovich

Yes, thank you

Remzel

Perfect! Have a great day! Transferring now.

Nikita Ignatovich

Bye

Sarah

Thanks for contacting Apple Support. My name is Sarah. Please give me a moment to look over your information.

Sarah

Thanks for your continued patience! As the prior advisor stated, my name is Sarah. I am a Senior Advisor with the iTunes Store Support and I will have further ownership of our case. We will be working together towards a resolution on our case today.

Nikita Ignatovich

Hello Sarah!

Sarah

I hope you are well Nikita!

Nikita Ignatovich

Have you read the previous messages?

Sarah

I am actually reviewing it now, One moment if you dont mind.

Nikita Ignatovich

Ok

Sarah

Alright, so in Belarus, explicit content is banned for airplay? And you are looking to report an item that shouldn’t be accessible in your region?

Sarah

Am I following right?

Nikita Ignatovich

Nope. I want to say what explicit songs allowed in our region. But not On Air (e.g. Beats one)

Sarah

ohh okay.

Nikita Ignatovich

Your office responded to other customer from Belarus: " I would suggest contacting your government body who handles concerns about digital contents. They might be able to explain why unreserved items aren’t accessible on your region.<br/><br/> After contacting them and you found that explicit contents should not be restricted in your country’s iTunes Store, please provide me a copy of your interaction with them including the message/s you’ve send and their replies. This could be in form of digital images or screenshots.<br/><br/> I look forward to hearing back from you"

Nikita Ignatovich

And I have responce from government

Sarah

I fully understand.

Sarah

In this case, I am thinking this is still occurring because Beats 1 is something you would have to subscribe to.

Sarah

Does that make sense?

Nikita Ignatovich

Nope. This is not my target. I want to listening Explicit content (not clean versions) in my country

Nikita Ignatovich

Explicit songs

Sarah

Okay, so you are trying to listen to explicit content within the region but are unable to?

Sarah

Do you have Apple Music?

Nikita Ignatovich

Yes, i'm subscribed to Apple Music

Sarah

If you search a song, both versions should come up for you.

Sarah

Can I have you try that for me?

Nikita Ignatovich

I can try. But I assure you, they don't listed in search.

Sarah

Do you have the explicit content restriction enabled by any chance

Nikita Ignatovich

They not restricted in settings of iPhone. I checked many variants in settings

Sarah

Okay, just making sure

Sarah

I am going to take this up to engineering.

Nikita Ignatovich

Listen, they restricted by Apple company in Region Belarus

Sarah

I understand that.

Nikita Ignatovich

I already received such an answer from support

Sarah

If this is done by the government, I have very little leeway, but I want to report this to engineering and see what their opinion is on htis

Nikita Ignatovich

Ok, that;s fine

Nikita Ignatovich

Can i attach answer from government?

Sarah

Yes you may

Sarah

may I ask, is this in English?

Nikita Ignatovich

Letter in Russian language

Sarah

If not , I may need you to translate the reply/

Nikita Ignatovich

I can do an official notarized translation. But I need couple days

Sarah

That would be okay.

Sarah

Can I email you to follow up and you and I can keep in contact via email during this time?

Nikita Ignatovich

Yes, that will be cool. My email: newrbu@icloud.com

Sarah

Cool beans, give me a moment to get an email sent out.

Sarah

I just got that email sent out, when you have those screen shots. Send them on over and I will escalate this to see what I can get done on this issue.

Nikita Ignatovich

Ok, i received.

Sarah

Awesome, Thank you so much

Nikita Ignatovich

Thank you too Sarah

Nikita Ignatovich

Bye!

Sarah

No problem! I will speak with you soon! Thank you!

Sarah

bye!