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All of my devices are old - I am having problems downloading…

Customer Question
All of my devices...

All of my devices are old - I am having problems downloading protected ibooks from Netgalley. My phone 5S, ipad very old, desktop 2009.

Technician's Assistant: What Operating System (OS) are you running on your iPad?

5.1.1.

Technician's Assistant: How long has this been going on with your iPad? What have you tried so far?

I had no problem with old ibooks - just since the protected files have been coming out.

Technician's Assistant: Anything else you want the Mac Expert to know before I connect you?

Mobi files download to my phone for the most part. I only move them to the Kindle if they contain photos or art. It is the new protected ibooks that will not load on any device.

Submitted: 4 months ago.Category: Mac
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Answered in 16 minutes by:
11/25/2017
Mac Support Specialist: Kris R, Computer Hardware Engineer replied 4 months ago
Kris R
Kris R, Computer Hardware Engineer
Category: Mac
Satisfied Customers: 4,547
Experience: IT Manager at Wood Group PSN
Verified

Hi
Sorry for the delay, we are busy and I've just got to your question.
How long has this been happening?
Thanks
Kris

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Customer reply replied 4 months ago
Since netgalley went to protected Ebook files. I have no problem with mobi files on any of my devices, but ascm files will not download even to my cloud.
Mac Support Specialist: Kris R, Computer Hardware Engineer replied 4 months ago

What's the error message it is giving you?

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Customer reply replied 4 months ago
does not give me an error message. Simple downloads one page of gibberish.
do NOT want to update to remote assistance!
Mac Support Specialist: Kris R, Computer Hardware Engineer replied 4 months ago

Hi,
I see you have requested remote assistance but this failed to go through.
I cannot handle payment issues as I am an end user to the site like you please call 1(###) ###-####and speak to the billing team or renter the details or contact the CC/Bank to remove the block
Regards
Kris

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Customer reply replied 4 months ago
AGAIN - DO NOT want remote assistance!
Customer reply replied 4 months ago
I somply need to know what I need to do to download protected ebooks!
Mac Support Specialist: Kris R, Computer Hardware Engineer replied 4 months ago

Hi

You clicked on the secure remote button

Thanks

Kris

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Customer reply replied 4 months ago
Just trying to find a way to answer you - Do NOT want remote assistant. Can you help me?
Mac Support Specialist: Kris R, Computer Hardware Engineer replied 4 months ago

OK no problem.

So we will continue with the Q&A only? $5 + base charges

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Customer reply replied 4 months ago
already payed that before I began talking to you.
Mac Support Specialist: Kris R, Computer Hardware Engineer replied 4 months ago

Are you aware of the base costs you paid?

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Customer reply replied 4 months ago
Nope, just $5 as far as I know
Mac Support Specialist: Kris R, Computer Hardware Engineer replied 4 months ago

The service is not $5.00 and you have been charged more than that.
I cannot handle payment issues as I am an end user to the site like you please call 1(###) ###-####and speak to the billing team and once you're happy, let me know and we can continue.
Regards
Kris

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