Slate columnist frustrated by lack of iTunes Music Store phone number

Timothy Noah has expended a considerable amount of time and energy trying to reach an iTunes Music Store customer service rep by phone. He has tried in vain, since there is no such phone number – a fact that he finds very troubling. I just find it funny that he has spent two days on this, trying to help his sister dispute a $3.96 charge for songs she claims she never downloaded, instead of simply following Apple's own directions for contacting iTMS customer support. If he'd have done that, his sister's billing issue would probably have been resolved the same day instead of a day or two later when his sister called her credit card company to dispute the charge (yet another waste of everyone's time.)

I have had to contact iTMS customer service a handful of times. Each time, I have gone here, clicked on the appropriate link and submitted my problem, question or concern. Each time I have received a personalized reply – generally within hours, although never more than a day later – that addressed or resolved my specific issue, rather than the form letters that make up so many customer service emails these days. Sure, I usually prefer picking up the phone for issues that I know can be resolved in a matter of seconds or minutes, but in the case of the iTMS, I am willing to forgive the fact that they don't offer phone support. For $0.99 a track, I will accept that it's far more cost-effective for Apple to provide email-only support. Especially considering that the majority of support issues that come up are trivial and very easily handled without needing to pick up a phone.

Am I alone in this feeling? Am I letting Apple off the hook too easily?