UPDATE... I'm deep in an apple support hole of staggering hopelessness. I'm onto my third SENIOR supervisor, and my sixth support person overall. No one has any idea how to make Apple Music appear inside my Music.app. (It only shows the iTunes store and my own library.) I'm on an MBP M4 Pro with 48GB and it's only this machine that doesn't work. On my mac mini, if logged in with the same account, things work as normal. I have tried everything, including reinstalling Tahoe, killing cache and prefs and stuff in Application support, starting with a new library file, logging out of iCloud, logging out of the music.app, authorising and deauthorising the app, and so on.
Here are some of the design bugs and just plain old bugs:
When you are logged into Music.app, the checkbox toggle to show/hide Apple Music is NOT available under Settings. When you are logged OUT, the toggle is there – but in my case it doesn't work anyway. (This is idiotic, because if a developer removes a front-end button for a preference without removing the preference from the code, people can get stuck in the wrong setting.) Besides, the option to show/hide something using a sidebar should at the least create a collapsible item as you can do in Mail or Finder. To show/hide things is basic screen management. And if something is hidden, there needs to be a way to unhide it!
BUT BUT BUT... MOST of the several hours I have wasted on the phone to Apple have not even been for substantive troubleshooting. They have been about the madness caused by the online support person who, when I asked for a month's refund on my Apple One subscription because things were so buggy, just blithely said yes and CANCELLED my whole Apple One family's subscription. And incredibly, that stupidity was only the very beginning. What has happened since is quite the saga...
1. I got a senior supervisor on the phone who swore blind she would manage the case and then pretended to call back by not calling back but sending a "we tried to reach you email" and then stonewalling future contact. Most of what she told me turned out to be wrong.
2. I got a SECOND one who swore blind that HE would manage the case and then did nothing and did not return messages. Most of what he told me turned out to be wrong.
3. I got a THIRD supervisor who actually has been helpful, and HAS returned calls, so we'll see if he keeps his promise to call again next week.
And here's just some of the process nightmare:
1. Apple insists that a refund and a cancellation request are the same thing. This is idiotic. In the context of a subscription service, they can only ever be opposites – one about the past and one about the future. No amount of explaining this will change anything at Apple.
2. A low-level online support person can wrongly issue a subscription cancellation request and then NOBODY at Apple - NOBODY - can delete that request, even when the mistake is pointed out moments later.
3. The cancellation happens when your payment period expires naturally, but if you DO get the refund, then your service is cancelled immediately instead – EXCEPT that this isn't true; see below.
4. The refund application is adjudicated by... NOBODY knows... or maybe it just isn't.
5. You can track your refund at reportaproblem.apple.com – EXCEPT that you can't, because it doesn't show up there, even when you're logged in correctly, and even though the support guys have a record of it and insist you can't be right and beg you to share your screen so you can show them that it appears NOWHERE, and not even in the places they take you to, such as the Payment History info (which you can access I think via App Store and other methods).
6. The refund will be approved or denied within 48 hours – EXCEPT that it won't be, because you can't track it, and so you can't know if it has been looked at. In other words, in my case, the refund side of the stupid, wrong cancellation is in some weird state, and whether it has been denied or approved or neither is unknown and I get no emails about it.
Honestly I'm more bored with this post than even you are. Apologies it's so long, but it's a fraction of the farce I've been living through.
