Apple iTunes Music Store Support

Message from Andy Skelton to iTunes Support

“One of Them” and the rest of Season 1 and 2 are nicely encoded. “The Long Con” was very poorly encoded. The sound is scratchy and the video is dark. It’s painful to watch.

Lost is heroin and you’re delivering this dose with a corroded needle.

Response from iTunes Support

Dear Andy,

Thank you for your interest in iTunes videos. iTunes videos are optimized for playback on Apple’s new iPod. While all videos look great on iPod, some videos may look blotchy if you play them on your computer or HDTV. I recommend enjoying your purchased videos on Apple’s new iPod.


The iTunes Music Store Team

Translation: upgrade your needle.

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3 thoughts on “Apple iTunes Music Store Support

  1. I also contacted them about the encoding of this episode. Their reply:

    > Thank you for contacting the iTunes Music Store. We have investigated the
    > issue you reported regarding the “Lost” episode “The Long Con”. However,
    > we were unable to reproduce the error you have experienced with the audio
    > in this episode. We have determined that the sound quality of the video
    > is as the artist intended.

    So I’m taking another crack at this. I made spectrograms of the audio from the title screen in “The Long Con” and the episodes before and after it. You can clearly see that the same audio that appears in all three episodes is much louder and suffers distortion in “The Long Con.” Check it out.

    BTW, I swear I have a life… πŸ™‚

  2. Just for the sake of completeness, here is the conclusion of my attempt to get them to fix the brokenness:

    > Thank you for contacting the iTunes Music Store.
    > Your request for a refund for the purchase “The Long Con” was
    > carefully considered; however, your request was denied.
    > According to our Terms of Sale, all purchases made on the
    > iTunes Music Store are ineligible for refund. This policy
    > matches our refund policies on open or downloaded software
    > and provides protection for copyrighted materials.
    > For more information, please review the entire Terms of Sale
    > for the iTunes Music Store at
    > Sincerely, Β 
    > Mehmet
    > The iTunes Music Store team

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