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View Full Version : We want Apple to acknowledge this debacle, and we want it now!




macDonalds
Jul 13, 2008, 12:00 PM
Did I miss the press release? Or has Apple been mum on this whole process? This isn't free... most of us are paying customers or those that are in the trial phase (gulp).

As a consumer, I want some explanation and idea of when things will be sorted out. I'm not stupid, I understand technology isn't perfect. I can live with that. But we're going on what, 4 days of sketchy/no service from MobileMe? I for one, would deal better with this if we got some official word.

Thoughts?



HotblackDesiato
Jul 13, 2008, 12:10 PM
Works fine for me.

The only part that doesn't work as PUSH is Mac to MobileMe, which syncs every 15 mins.

I can live with that.

DJS1234
Jul 13, 2008, 12:14 PM
to be honest, I may just get a hosted exchange package, they're about $120 per year but do actually work.

I have my iPhone 3G attached to our Exchange server at work and Apple's activesync is very good - no suprise as unlike immobile me it was beta tested by Disney etc.

It's a shame as when I saw MobMe at WWDC I was very very excited by the idea and the photosharing could be really handy but I can't risk my email/calendars to an unreliable service.

Apple really need to make a statement on all this.

soLoredd
Jul 13, 2008, 12:16 PM
Works fine for me.

The only part that doesn't work as PUSH is Mac to MobileMe, which syncs every 15 mins.

I can live with that.

Are you able to share files in iDisk using MobileMe? Are you able to view your Web Gallery on your iPhone by just going to Photos? Does your Mac/PC push to the cloud?

It's not just the push problems. MobileMe either isn't ready for release or has been severely butchered. And I want to know WHY because I already paid my $99.

cuanurse
Jul 13, 2008, 12:19 PM
It works fine for me as well although I was previously a .mac member. I think it could be confusing for some people because in some places (such as iphoto) it still says .mac gallery. I know what it is but I could see some getting confused. I am really liking it!

danuff
Jul 13, 2008, 12:20 PM
Did I miss the press release? Or has Apple been mum on this whole process? This isn't free... most of us are paying customers or those that are in the trial phase (gulp).

As a consumer, I want some explanation and idea of when things will be sorted out. I'm not stupid, I understand technology isn't perfect. I can live with that. But we're going on what, 4 days of sketchy/no service from MobileMe? I for one, would deal better with this if we got some official word.

Thoughts?

While I do agree with you, no matter how many times one can anticipate what COULD go wrong, I think Apple under estimated what DID go wrong with the upgrade(s). But I think they have things 99.8% under control now because I have not had a problem since Saturday morning (Eastern Time).

Dan

Lone Deranger
Jul 13, 2008, 12:28 PM
We want Apple to acknowledge this debacle, and we want it now!

Who's 'We'? It has been working fine for a lot of users (including myself) for the past day and a half. They are obviously ironing out the remainder of the problems.

But what if they did acknowledge the problem... then what? It won't get you your service any sooner. Just sit back and let them fix the problem.

vannibombonato
Jul 13, 2008, 12:31 PM
Who's 'We'? It has been working fine for a lot of users (including myself) for the past day and a half. They are obviously ironing out the remainder of the problems.

But what if they did acknowledge the problem... then what? It won't get you your service any sooner. Just sit back and let them fix the problem.

They are not acknowledging that there is a problem.
According to them, everything is "up and fully functional". If this is so, then it means that they have falsely advertised, that's it.

Now, the fact that you do not personally care about the feature that they have falsely advertised (push from desktop apps) is irrelevant, i hope you realize it. There are thousands of people for whom who does matter, and it would be great for those people to recieve an email on the mail that they are paying saying something like "we apologize for this, we are working on it and let you know. Thank you".

But the only thing we see is "everything's fine, arent you happy?"

macDonalds
Jul 13, 2008, 12:32 PM
Who's 'We'? It has been working fine for a lot of users (including myself) for the past day and a half. They are obviously ironing out the remainder of the problems.

But what if they did acknowledge the problem... then what? It won't get you your service any sooner. Just sit back and let them fix the problem.

It's the principal, and some people will fail to get that no matter how many times it's explained.

If this were a free service - fine. It's not. When you pay for a service, you expect it to work. And when it doesn't, we (read: those who paid for the service that's currently not working) want an explanation.

That is all.

Chumkiu
Jul 13, 2008, 12:35 PM
Copied from user BostonLaw @ the Apple Discussion forum:

We should all write letters like this and keep sending them to Apple.....!!!!!!!

Dear Mr. Jobs and Apple Computer,

We are your base consumers-- the type of people who will happily wait in line 6 hours and suffer through endless glitches just to try your latest products as soon as you are willing to sell them to us, on the faith that they will live up to your promises. We are the source of most of your advertising as we proudly show the wonders of your products to our friends, coworkers, fellow students, and family members. Most of us have half a dozen or more pieces of Apple hardware. Some of us have a record of loyalty to the Apple brand that dates back to our secondary school days. We are largely the drivers behind Apple's resurgence over the past decade.

We are also a pretty tech savvy crowd-- we know what the competition offers, we know exactly what capabilities your products claim to offer, and we know when we've been misled.

We know that a properly functioning push exchange server means, as you pointed out in your advertising and at WWDC, "instant" updating of our email, calendar, and contacts upon any change to this data at any time, on any computer or iphone that connects to the exchange server. Blackberries have offered this capability for years now. Even my PocketPC from 5 years ago offered this capability-- any change to my email, calendar, or address book on my phone or my computer would update the other device in less than 10 seconds.

In contrast, your 15-45-minute definition of "instant" is unacceptable at best-- at worst, it's grounds for claims of false advertising and fraud.

Please let us know what you plan to do to reconcile your promises with the reality of what your Mobile Me, iPhone, and suite of desktop software really offer us.

Yours truly,

Your customer base

PlaceofDis
Jul 13, 2008, 12:36 PM
well you agreed to the TOS (http://www.apple.com/legal/mobileme/en/terms.html) which do state this:

Apple reserves the right to modify or stop the Service (or any part thereof), either temporarily or permanently, at any time or from time to time, with or without prior notice to you.

so they don't have to say anything about the bumps. they're getting it to work as best and as fast as they can. end of story.

macDonalds
Jul 13, 2008, 12:38 PM
well you agreed to the TOS (http://www.apple.com/legal/mobileme/en/terms.html) which do state this:



so they don't have to say anything about the bumps. they're getting it to work as best and as fast as they can. end of story.

Sure, who doesn't have a TOS that states this? That's a given. Do you really think it's good for business though?

Let me pull the plug on mission critical websites that my clients use for their business. Hey, it's in the TOS so it has to be ok? I'm sure they'll love that explanation.

PlaceofDis
Jul 13, 2008, 12:40 PM
Sure, who doesn't have a TOS that states this? That's a given. Do you really think it's good for business though?

Let me pull the plug on mission critical websites that my clients use for their business. Hey, it's in the TOS so it has to be ok? I'm sure they'll love that explanation.

yet, they have that right.

macDonalds
Jul 13, 2008, 12:41 PM
yet, they have that right.

Fair enough, change the thread title to: "We would like an explanation now".

Semantics, I'm not going to get into it.

*GG*
Jul 13, 2008, 12:41 PM
I do think it would be helpful if Apple could release a statement simply saying they are working to try and get the service up and running fully, and perhaps an estimated date of when they expect us to be able to use it.

I know they have a statement that Homepages and Groups are being worked on on the Accounts page (which I can no longer access to get the exact quote) - but they need something to cover the whole of MobileMe, of when we can expect a service to be up and running.

macDonalds
Jul 13, 2008, 12:42 PM
I do think it would be helpful if Apple could release a statement simply saying they are working to try and get the service up and running fully, and perhaps an estimated date of when they expect us to be able to use it.

I know they have a statement that Homepages and Groups are being worked on on the Accounts page (which I can no longer access to get the exact quote) - but they need something to cover the whole of MobileMe, of when we can expect a service to be up and running.

Bingo. That's all some of us want.

velvetelvis
Jul 13, 2008, 12:44 PM
Are you able to share files in iDisk using MobileMe? Are you able to view your Web Gallery on your iPhone by just going to Photos? Does your Mac/PC push to the cloud?

It's not just the push problems. MobileMe either isn't ready for release or has been severely butchered. And I want to know WHY because I already paid my $99.

a few of the reasons i signed up... if i had known this was going to be cut i might not have signed. im still hoping this will be added as things clear up for mm.

cuanurse
Jul 13, 2008, 12:50 PM
a few of the reasons i signed up... if i had known this was going to be cut i might not have signed. im still hoping this will be added as things clear up for mm.

If what was going to be cut?

jdcoffman
Jul 13, 2008, 01:06 PM
I'm getting tired of all the complaining. I guess I need to give MacRumors a break for a few days while people clam down a little.

Yes there are some issues, it's also the weekend, and I'm sure that sir Steve has people working like mad on fixing issues. Can we all just not give it a couple days, obviously things are not going as Apple had hoped Thurs/Fri/Sat, I vote to give them a chance to make it right, which they will.

velvetelvis
Jul 13, 2008, 01:11 PM
If what was going to be cut?

share a file using idisk, push to pc/mac, view web gallery on iphone by going to photos.

bytefire
Jul 13, 2008, 01:27 PM
They don't seem to be responding to emails regarding missing features either. Sent them one Friday its now been 48hrs and still no reply.

I know its the weekend before anyone says it but surely if they don't reply to emails over the weekend they would state this on the site. The email form says "Ask a question and get a response within 24 hours." and the automated response said I would get a reply within 48hrs but nothing has materialised.

deniser
Jul 13, 2008, 01:31 PM
Everything except my mail.app works

Agathon
Jul 13, 2008, 01:33 PM
well you agreed to the TOS (http://www.apple.com/legal/mobileme/en/terms.html) which do state this:

so they don't have to say anything about the bumps. they're getting it to work as best and as fast as they can. end of story.

You'll find it isn't so simple. If it were, any company could insert such a clause and get away with massive fraud. Some changes will still be actionable, no matter what you sign.

As it happens, I bought .mac from a country that has legislation that demands full refunds if the thing doesn't do what it is advertised to do. There's no ifs and no buts, they will have to give a full refund or face the police.

mrrydogg
Jul 13, 2008, 01:44 PM
share a file using idisk, push to pc/mac, view web gallery on iphone by going to photos.

When did they promise to view your web gallery by going to your Photos button on your iPhone?

I never knew that was supposed to be a feature. The feature I read about (and saw the demo for http://www.apple.com/mobileme/features/gallery.html) just says we can take photos on our phone and upload them directly to mobileme. As far as that is concerned it works fine.

Push is working great for me, emails almost instantaneously, contacts a little bit slower than that and ical probably the longest at about a minute or so.

The feature that IS missing is the ability to share large files by sending someone a link. Otherwise your Public Folder is still accessible in all of my tests.

I know the launch was far from successful, but in reality it seems to working pretty darn good right now. For US customers, the work week hasn't even started and I would bet by Monday it will be working just that much better.

mrrydogg
Jul 13, 2008, 01:55 PM
It amazes me that everyone can be having such different user experiences. For me, mobileme started slow and has gotten better everyday. 95% of the services are working.

Others seem to range from not working at all, to some glitches. I am not super well versed on the technical aspects, but wouldn't we all be accessing the same network and/or "cloud"???

velvetelvis
Jul 13, 2008, 02:01 PM
When did they promise to view your web gallery by going to your Photos button on your iPhone?

I never knew that was supposed to be a feature. The feature I read about (and saw the demo for http://www.apple.com/mobileme/features/gallery.html) just says we can take photos on our phone and upload them directly to mobileme. As far as that is concerned it works fine.

Push is working great for me, emails almost instantaneously, contacts a little bit slower than that and ical probably the longest at about a minute or so.

The feature that IS missing is the ability to share large files by sending someone a link. Otherwise your Public Folder is still accessible in all of my tests.

I know the launch was far from successful, but in reality it seems to working pretty darn good right now. For US customers, the work week hasn't even started and I would bet by Monday it will be working just that much better.

i stand corrected on the photo gallery. i went back and watched the photo section of the video and you are correct. you can view the gallery by going to the web address in safari. but i still want individual file sharing.

macDonalds
Jul 13, 2008, 02:06 PM
It amazes me that everyone can be having such different user experiences. For me, mobileme started slow and has gotten better everyday. 95% of the services are working.

Others seem to range from not working at all, to some glitches. I am not super well versed on the technical aspects, but wouldn't we all be accessing the same network and/or "cloud"???

My guess is that they're working on it at all times of the day (or maybe I'm just too hopeful).

Anyway, that being the case, you're only using the service at certain times. It just so happens that at those times you try the service, it's working.

Like for me - I've had times when the email is being pushed in 1 second, then other times when I have to check it manually.

macDonalds
Jul 13, 2008, 02:18 PM
Wow, and now it sounds like changes from mac are not truly "push". They're synced every 15 minutes or you can manually push it.

Weeeeeeeeeeeeeeeeeeeeeeeeeee!

macDonalds
Jul 13, 2008, 02:28 PM
No, I changed my mind about this. I don't want a public announcement. I just want to reenact this scene from Anchorman. Replace Ron Burgandy with Steve Jobs.

Ron Burgundy: [Ron Burgundy is handed a salad with cat poop] I will *not* eat that.
Tino: You will eat that cat poop.
Ron Burgundy: I will not eat cat poop.
Tino: You will eat that cat poop before you talk about my city that way again.
Ron Burgundy: Fine, if I eat the cat poop, will you bring me a steak?
[he eats the cat poop]
Ron Burgundy: Oh, God.
Tino: Somebody get him a steak quick.
Ron Burgundy: I'll eat the whole hunk of s h i t. I don't care.
[he begins crying]

mrrydogg
Jul 13, 2008, 04:03 PM
Wow, and now it sounds like changes from mac are not truly "push". They're synced every 15 minutes or you can manually push it.

Weeeeeeeeeeeeeeeeeeeeeeeeeee!

Now that definitely has to be changed.

The biggest problem with all this is that if they simply kept us in the loop, or brought one feature up at a time and kept everyone informed as to the status it probably would relieve a lot of the anxiety.

Sometimes I don't get PR people. The simplest idea is usually the best.

rdowns
Jul 13, 2008, 04:13 PM
I'd bet we get an apology from Steve tomorrow along with something like, everyone gets their MM subscription extended by 30 days.

southerndoc
Jul 13, 2008, 04:25 PM
Some people are acting like 5-year-olds regarding this whole situation.

BillyBobBongo
Jul 13, 2008, 04:33 PM
Some people are acting like 5-year-olds regarding this whole situation.

*grabs toys*


*hurls them out of pram*

What?! :rolleyes:

bytefire
Jul 13, 2008, 04:40 PM
Finally got a reply to my e-mail:

Dear Craig,

Thank you for your inquiry about iDisk File Sharing. This feature is not currently available with MobileMe.

When MobileMe was announced, iDisk File Sharing was mentioned as a feature; however, the MobileMe webpage noted that all features listed on that page were subject to change. When MobileMe was released on July 10, 2008, iDisk File Sharing was not included. I apologize for any inconvenience.

However, you can certainly use the Public folder of your iDisk to share files. You can access your Public folder through the new MobileMe interface. The new Internet address (URL) for iDisk Public folders is this:

http://idisk.mac.com/membername-Public

For more information about sharing your files using iDisk, please review this article:

Using your iDisk to share files
http://support.apple.com/kb/HT1774

Thank you for allowing me the opportunity to assist you. You may receive an AppleCare survey email; any feedback you provide would be greatly appreciated.

Sincerely,

Mike
MobileMe Support
http://www.apple.com/support/mobileme/ww
http://www.me.com/help

Just sent them a reply asking why it is still showing as a feature on the website (on UK site, I live in the UK so this is the site I am likely to use) if its not available. Also asked them why nothing is being pushed from my Mac upto MobileMe rather than just syncing every 15 mins and why Mail isn't being pushed to my Mac or PC rather than just polling the server every minute.

I shall just have to wait and see what the responce is.

groovmon
Jul 13, 2008, 04:58 PM
Well, I sympathize for those who aren't getting mm to work properly. Everything's working fine over here (thank goodness). But, I can't get my head around the "mac to cloud" push problem. You will never have to wait 15 min to get your local changes to be seen instantly on your iphone or other computers. Just click sync. That's it. When you click sync, it PUSHES your changes to everything else. You don't have to go to each computer and device and click sync there too. It's just no big deal. Instead of calling it sync, call it "save changes". There, problem solved.

I do want sharing from idisk tho.