Has anyone actually managed to get a response from Apple support? [Archive]

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votive

Jul 16, 2008, 07:21 PM

Silver-Fox

Jul 16, 2008, 07:22 PM

It's called a phone

SilentPanda

Jul 16, 2008, 07:24 PM

Regarding what?

cloudnine

Jul 16, 2008, 07:29 PM

This whole sham is pretty unforgivable on its own but in case one was feeling like giving Apple the benefit of the doubt, the final nail in the coffin is the level of support that's been provided i.e. none. I've sent three emails since the weekend and have received no response and, it seems, the live chat options that were available on the website for .mac have been removed.

Does anyone have any tips on how actually to get a response?

Maybe, and just maybe, it's because they've been overloaded with people like you who are freaking out and not having patience. "OMG OMG WTF WHEREZ MY MOBILEME OMG WTF".

Anything that the people in these forums can help out with? Maybe someone here has had the same problem you're experiencing...

cyberbolt

Jul 16, 2008, 08:15 PM

I emailed them a couple of days ago re: the deleted emails staying in your inbox on Me.com issue. I was very pleasant, and said I could understand it just being teething problems, but I wanted to bring it to their attention and wondered if there was anything I could do.

Still no reply.

I guess they're inundated with people complaining.

Fozziebear40

Jul 17, 2008, 02:59 AM

Maybe, and just maybe, it's because they've been overloaded with people like you who are freaking out and not having patience. "OMG OMG WTF WHEREZ MY MOBILEME OMG WTF".

I understand where you are coming from regarding new mobileme accounts and new trial users. They have never had it before, new email address etc. teething, they should live with it.

BUT existing .mac users have been using this service for years and you get used to how something works, and I would say rely on your email service and homepage. Now to have this taken off you for a week, you are entitled to question it.

Granted Apple have now given information and an apology which helps, if only they had said earlier before the frenzy built up.

votive

Jul 17, 2008, 12:42 PM

[QUOTE=cloudnine;5839963]Maybe, and just maybe, it's because they've been overloaded with people like you who are freaking out and not having patience. "OMG OMG WTF WHEREZ MY MOBILEME OMG WTF".

Cloudnine: I posted my original query here: http://forums.macrumors.com/showthread.php?t=521694. I'm having iDisk syncing problems which have, since the time of that post four days ago, escalated into server side data loss and corruption. I'm certainly not jumping up and down on account of impatience or 'cause the finer details haven't been ironed out; rather I'm suffering direct, material consequences occasioned by the transition and would really like to sort them out. Some kind of reasonable, timely response from Apple is, I think, not too much to expect, especially for a paid service (I was a paying .mac subscriber before).

TXCraig

Jul 17, 2008, 12:47 PM

I'm not really understanding all the "give them a chance to fix the problem" stuff. Apple needs to work on quality and make sure it right before it goes out. It would be hard to understand how this product was SO under tested. It really give a company a black eye when they release stuff into production that does not work at all... not just not working well...

To answer the OP... I think it was crazy for Apple not have phone suppot for .MAC and its even worse for this new branded product. If they want to compete with RIM/Blackberry, they are going to have to support their hardware and software over the phone. Business people will not put of with dodgy email support....

votive

Jul 17, 2008, 01:17 PM

DiamondMac

Jul 17, 2008, 03:01 PM

No and I find it rather pathetic I have sent 3 emails for a week now and gotten not one response

I can't call Apple because they have no MobileMe support and my emails go unnoticed

Very, VERY aggravating

wolfpackfan

Jul 17, 2008, 03:09 PM

I've emailed two support questions regarding the email delete problem, but have gotten no responses. I haven't pursued it because it is only an issue if you access your email via me.com and I'm not doing that very much. If they get it fixed fine, but if not I can live with it.

lucypug

Jul 17, 2008, 03:15 PM

Each time I read a reply from one of you defending Apple, I picture some dorky fat guy sitting in his mother's basement with Apple stickers stuck all over your walls. Give it up. Mobile Me is a disastrous, vain attempt by Steve Jobs to compete with the likes of Microsoft and Google in this arena and he's failed miserably.

What's worse is that all of these 'deficiencies' were without a doubt well known to everyone on the Mobile Me team and at Apple. They spend weeks on end beta testing these type things in-house before they release them. The issue of not being able to list a FROM address on the web app. or iphone is a shameful attempt to try and force people to switch to using a @me.com address. If you have to 'trick' people into using your products then that's pretty sad.

Virgil-TB2

Jul 17, 2008, 03:17 PM

Maybe, and just maybe, it's because they've been overloaded with people like you who are freaking out and not having patience. "OMG OMG WTF WHEREZ MY MOBILEME OMG WTF".

Cloudnine: I posted my original query here: http://forums.macrumors.com/showthread.php?t=521694. I'm having iDisk syncing problems which have, since the time of that post four days ago, escalated into server side data loss and corruption. I'm certainly not jumping up and down on account of impatience or 'cause the finer details haven't been ironed out; rather I'm suffering direct, material consequences occasioned by the transition and would really like to sort them out. Some kind of reasonable, timely response from Apple is, I think, not too much to expect, especially for a paid service (I was a paying .mac subscriber before).Wow. Finally someone in the same boat as me. :)

A serious, long-time Mac user with horrendous *real* problems involving data loss. If you post about it here though you will get shouted down as a "whiner" more often than not. :rolleyes:

For the record, two emails from me, no reply and the first email disappeared from the servers (and my devices) without any action from me.

That being said, for those of you just glibly replying that the OP should pick up the phone, you are just being asses. The phone is no quicker, and for many a much more distasteful, stressful, and OMG! producing experience. The .Mac support email has always worked well for me in the past, there is no reason why it should not still be working fine.

To those implying the OP is a bit of a whiner or making a mountain out of a molehill, ... it says right on the support link that they will get back to you in 48 hours or less, guaranteed. Judging by this thread, Apple has been seriously failing on that front also.

I'm not an apple basher, but this MobileMe thing is a serious serious problem for thousands of users still and it's just not being dealt with well at all. Apple makes mistakes, trying to sweep a BIG one like this under the rug doesn't do Apple any favours, nor does it help solve the problems.

.

Daveoc64

Jul 17, 2008, 04:17 PM

It's called a phone

Great sarcasm.

Shame Apple doesn't offer phone support for MobileMe/.mac

Lancetx

Jul 17, 2008, 04:46 PM

I agree with most of you that this has been handled very poorly. I've sent 2 e-mails to MobileMe support concerning the fact that I still cannot receive push e-mail on my iPhone, but I have received no response. I sent the first one on Sunday morning and a follow up on Tuesday, but still nothing.

I would gladly call for support, but Apple doesn't accept phone calls for MobileMe support, they only offer e-mail service. I even took the initiative to find a support document on their website regarding how to troubleshoot the problem myself, but none of their suggested fixes corrected the issue.

I too appreciate the 30 day free extension, but the fact remains that I've not had adequate e-mail service on my iPhone for a full week now and that I cannot get a response from anyone at Apple regarding the problem. It's frustrating to say the least.

Silver-Fox

Jul 17, 2008, 05:22 PM

Great sarcasm.

Shame Apple doesn't offer phone support for MobileMe/.mac

Eh what ever i tried

tripwire

Jul 17, 2008, 05:27 PM

I've sent 2 e-mails to MobileMe support concerning the fact that I still cannot receive push e-mail on my iPhone, but I have received no response. I sent the first one on Sunday morning and a follow up on Tuesday, but still nothing.

I received 2 replies on my mails about my mobileme issues from them today.
They were about logging in with family pack sub account, and I had already fixed the issue myself.

aethelbert

Jul 17, 2008, 05:30 PM

Shame Apple doesn't offer phone support for MobileMe/.mac
Whenever I've had problems, I've called the number for macs. Then I state my problem with .mac and I get transferred to the .mac people: over the phone. Like magic!

Silver-Fox

Jul 17, 2008, 06:06 PM

Then I state my problem with .mac and I get transferred to the .mac people: over the phone. Like magic!

phones are good these days how you can do stuff like transfer

DiamondMac

Jul 17, 2008, 06:48 PM

Whenever I've had problems, I've called the number for macs. Then I state my problem with .mac and I get transferred to the .mac people: over the phone. Like magic!

You serious?

I have called several times in the last few days hoping someone can help me (I am out of other options and I need help soon :() and been told there is no .mac/.me support available and only online by like 5 different people

I figured I could find some .me person some how but to no avail for me

Teh Don Ditty

Jul 17, 2008, 06:53 PM

I did. I emailed them Saturday asking if it was possible to push more than 1 email account at a time. (I saw nothing about this on their website and I sure as hell wasn't going to wade through the myriad of posts on here)

Needless to say they didn't give me an answer and just sent me links to things I already know.

MoMe = Epic Fail

Daveoc64

Jul 17, 2008, 08:12 PM

Whenever I've had problems, I've called the number for macs. Then I state my problem with .mac and I get transferred to the .mac people: over the phone. Like magic!

Maybe be it's different where you live, but Apple's official policy is that .mac is an online service, so it only has online support.

MobileMe is no different.

votive

Jul 18, 2008, 06:43 AM

Wow. Finally someone in the same boat as me. :)

A serious, long-time Mac user with horrendous *real* problems involving data loss. If you post about it here though you will get shouted down as a "whiner" more often than not. :rolleyes:

For the record, two emails from me, no reply and the first email disappeared from the servers (and my devices) without any action from me.

That being said, for those of you just glibly replying that the OP should pick up the phone, you are just being asses. The phone is no quicker, and for many a much more distasteful, stressful, and OMG! producing experience. The .Mac support email has always worked well for me in the past, there is no reason why it should not still be working fine.

To those implying the OP is a bit of a whiner or making a mountain out of a molehill, ... it says right on the support link that they will get back to you in 48 hours or less, guaranteed. Judging by this thread, Apple has been seriously failing on that front also.

I'm not an apple basher, but this MobileMe thing is a serious serious problem for thousands of users still and it's just not being dealt with well at all. Apple makes mistakes, trying to sweep a BIG one like this under the rug doesn't do Apple any favours, nor does it help solve the problems.

.

Virgil-TB2: thanks for the words of support. The only aim of this post was to try and find a way to get a response from Apple (well and maybe also let off a bit of steam!). I totally agree with you about how stressful the phone can be however I bit the bullet yesterday and used my MacBook Pro protection plan as a pretext to ring them. While they initially said they didn't give phone support for MobileMe, once I explained the seriousness of the issue, the gave me a case number and said I'd get an email response within 12 hours. That's the good news. The bad new is it's now 16 hours and counting and still no response...

Fozziebear40

Jul 18, 2008, 06:58 AM

Yes I have a serious complaint about charging for Mobileme http://forums.macrumors.com/showthread.php?t=525225 I found a sales telephone number for Apple. They said they will email Mobileme support as they don't have phones on their desks!
I emailed billing regarding a refund, a long email, and all I got was...

Dear David.

Thank you for your e-mail.
Please visit the MobileMe support team via the link below.
We do not have access to the MobileMe accounts.

www.apple.com/support/mobileme
contactus
contactus@euro.apple.com

:mad:

marmiteturkey

Jul 18, 2008, 07:00 AM

I wrote to ask about syncing from WinXP/Outlook 07 and Exchange, and got a boilerplate response directing me to an 'awesome site' which contained information on how to sync with OS X 10.5, which of course, had nothing to do with my problem.

Unmitigated genius. Why can't Apple just admit that MM can't sync with Exchange-hosted content at the moment - then most of (admittedly not all) these people would go away...

chas0001

Jul 18, 2008, 07:02 AM

Fozziebear40

Jul 18, 2008, 07:18 AM

You can't CALL Mobileme support!!! How many times do we have to say this :eek: (well in UK anyway)

TXCraig

Jul 18, 2008, 07:21 AM

Whenever I've had problems, I've called the number for macs. Then I state my problem with .mac and I get transferred to the .mac people: over the phone. Like magic!

I have tired calling Apple Support in the past with .mac problems. Did the same thing you did, went to Mac support, and then told them I had a problem with .Mac.

Support has ALWAYS been very quick to tell me there is no phone support for .Mac and I have to submit an email to their support group.

I do find it interesting you were transfered to .mac support since they don't take calls.

Every time you call apple care, they follow up your support call with an email explaining the support problem and resolution. Can you share your follow up email from the .mac support group on your one of your calls to them?

chas0001

Jul 18, 2008, 07:21 AM

You can't CALL Mobileme support!!! How many times do we have to say this :eek: (well in UK anyway)

I am sure that they will redirect your call in the UK if they cannot help you themselves, even to another country.

I called Support in Spain and they redirected me to the UK. Sometimes I get redirected to the US.

Fozziebear40

Jul 18, 2008, 07:36 AM

I am sure that they will redirect your call in the UK if they cannot help you themselves, even to another country.

I called Support in Spain and they redirected me to the UK. Sometimes I get redirected to the US.

I called Apple... and to quote the lady on the phone 'Mobileme support don't have phones on their desks'

Apple Ink

Jul 18, 2008, 07:45 AM

I did receive some very weird messages regarding the "PUSH" and the iDisk File Sharing feature!
Now, apparently, Apple has taken the email link off its site. But still you can mail them at mobilemesupport@apple.com

chas0001

Jul 18, 2008, 08:09 AM

I called Apple... and to quote the lady on the phone 'Mobileme support don't have phones on their desks'

but what is to problem requesting the person on the other end of the phone to log your call and request that somebody in MobileMe Support contacts to by email.

If you are persistent you will get support.

Fozziebear40

Jul 18, 2008, 08:14 AM

but what is to problem requesting the person on the other end of the phone to log your call and request that somebody in MobileMe Support contacts to by email.

If you are persistent you will get support.

That's what she did. So how much is persistent? An email a week ago, email on sunday, support email this morning. 1 reply from support today....

Dear David.
Thank you for your e-mail.
Please visit the MobileMe support team via the link below.
We do not have access to the MobileMe accounts.
www.apple.com/support/mobileme
contactus
contactus@euro.apple.com

Going round in circles :(

chas0001

Jul 18, 2008, 08:18 AM

That's what she did. So how much is persistent? An email a week ago, email on sunday, support email this morning. 1 reply from support today....

Dear David.
Thank you for your e-mail.
Please visit the MobileMe support team via the link below.
We do not have access to the MobileMe accounts.
www.apple.com/support/mobileme
contactus
contactus@euro.apple.com

Going round in circles :(

The problem with MobileMe support at the moment is they are inundated with requests because of the launch last week. The iPhone Developer Registration was equally a fiasco as many people were paying but unable to activate. It took me 5 days to activate my account (3 emails, 2 phone calls).

bmk

Jul 19, 2008, 02:50 AM

The problem with MobileMe support at the moment is they are inundated with requests because of the launch last week.

I have got a repsonse from Apple Support after a week of waiting (I emailed them when I was still naive enough to think it might do any good). Here is the response in case it helps anyone else in the same position as I was i.e. specifically unable to sync iCal with the Calendar app in MobileMe. Yes, they actually direct me to a help page which is specifically NOT about MobileMe. Unbelievable.

votive

Jul 24, 2008, 05:17 AM

So I finally managed to connect with a chat representative and it was a predictable let down. I've discovered that somehow, during the transition, the iDisk servers started randomly corrupting and renaming some of my files and it's this which is causing my sync problems. It took about 45 mins to educated the chat representative as to what was happening and then he wanted my permission to start deleting files!!

I demanded several times my problem get escalated and finally he said he'd do that. However, his final response was that a "mobileme specialist" would be in touch by email within 24-48 hours.

This is simply unacceptable for a paid service. I'm fine with chat/email as the front line but they need a proper level 2 technical support for serious problems.