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Apple Sends Emailed Apologies for iCloud Outage

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Original poster
Apr 12, 2001
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Apple has sent an emailed apology to customer affected by the recent iCloud outage that took down email for a small fraction of users for several days. Apple claimed the outage only affected 1.1% of iCloud users.

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We apologize for the mail service interruption you recently experienced. Your mail service has been restored and all emails sent during this service interruption have been delivered to your account.

Our customers are very important to us and we are working hard to ensure you have the best experience with iCloud.

We appreciate your patience.

-iCloud Team
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Apple has not disclosed any plans to offer a service credit or refund to affected users, though compensation is slightly more tricky because the base iCloud service is now free.

Thanks Mike!

Article Link: Apple Sends Emailed Apologies for iCloud Outage
 
Article Link
https://www.macrumors.com/2012/09/14/apple-sends-emailed-apologies-for-icloud-outage/
I'm apparently in the 1.1% of iCloud users that were affected and did not receive an emailed apology for the 2+ day outage.

I'm feeling like a special snowflake.
 
I was out for 2+ days. .mac is my primary email address,I can't believe the amount of business that was lost because of this. I need more than an apology.
 
cyberddot said:
I'm apparently in the 1.1% of iCloud users that were affected and did not receive an emailed apology for the 2+ day outage.

I'm feeling like a special snowflake.
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You'll probably receive an emailed apology for not receiving the original emailed apology. If however you don't receive the second emailed apology, then you'll probably receive...
 
I sent an email to Tim Cook about the issue. While he obviously never saw it, I got a phone call from somebody in Apple Corporate Executive Relations. The call was from Austin, TX which is where Apple's call centers are located, so I don't know how high on the chain this guy was, but it was nice to get a personal apology. I told him I would rather some assurances that steps were being taken to avoid this type of problem in the future and that more redundancies are being put in place, but of course they can't comment on that. It was still nice that somebody actually took the time to pick up the phone and call to apologize. I doubt I'd get that kind of attention from Microsoft.
 
MacRumors said:
...Apple has not disclosed any plans to offer a service credit or refund to affected users, though compensation is slightly more tricky because the base iCloud service is now free....
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Uh, doesn't that actually make it extremely easy?

Hmm.. "refund" of free... My math skillz are a little rusty but according to my calculations that a grand totol of.... $0!!!

Good grief :rolleyes:
 
One of our 5 e-mail accounts were affected by this outage, and we received the apology e-mail. While the service is free, and therefore we can't expect any compensation, it would've been a nice gesture to get something like an iTunes credit.
 
MonstaMash said:
Steve would have never sent an apology email and after public outcry would say that users don't NEED to access their email 24/7. Seriously.

Glad Apple sent this email.
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24/7? Did you read the original post? Although I was not affected by the outage, if I had been I would have maybe settled for 24/6. Many people got 24/5 or less. As in at least two days out of seven without any email access.

In 2012, any Internet service being out for several days, free or not, is inexcusable.

Even if you're on the "free so shut up" bandwagon, people should keep in mind that thousands if not millions of those affected likely started out with a me.com or mac.com account, which WAS a paid account. Apple doesn't let us get paid accounts anymore, not that they used to be any better at keeping the service up and running when it was a pay service...

If you have 10 years worth of contacts, subscriptions, etc. associated with one address, it also makes it tricky to switch to a different solution. But maybe that's what people need to do if this outage is any indication.
 
JJM said:
I was out for 2+ days. .mac is my primary email address,I can't believe the amount of business that was lost because of this. I need more than an apology.
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I'm curious. What, exactly, do you feel you "need"?
 
autrefois said:
24/7? Did you read the original post? Although I was not affected by the outage, if I had been I would have maybe settled for 24/6. Many people got 24/5 or less. As in at least two days out of seven without any email access.

In 2012, any Internet service being out for several days, free or not, is inexcusable.

Even if you're on the "free so shut up" bandwagon, people should keep in mind that thousands if not millions of those affected likely started out with a me.com or mac.com account, which WAS a paid account. Apple doesn't let us get paid accounts anymore, not that they used to be any better at keeping the service up and running when it was a pay service...
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a free service being down is inexcusable never. They apologise and you scream "I want free stuff" like the typical middle aged single mom trying to sue to pants off everyone for as much as breathing on her own property.
 
JJM said:
I was out for 2+ days. .mac is my primary email address,I can't believe the amount of business that was lost because of this. I need more than an apology.
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A 2 day outage is unacceptable from Apple, no question.

But if you really have business riding on this, you should have your own domain and be paying for email hosting. Since you're using a free-bee email account, you don't deserve and you aren't going to get more than an apology.
 
I want my money back!

Actually, I never noticed any down time or other problems with iCloud, so no worries here.
 
1.1 percent isn't bad. It's the time it was out. 2 days roughly. I'm used to email going out for half an hour or so. Heck, it couldve been 100 percent and only an hour and there'd e no uproar. In fact, the percentage affected is a completely pointless number. It's the length of the outage. I could. Are less if 99% don't have email as long as I do.
 
MonstaMash said:
Steve would have never sent an apology email and after public outcry would say that users don't NEED to access their email 24/7. Seriously.

Glad Apple sent this email.
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I concur. And after Steve told them off, they'd realize he was right and take a walk instead of checking email.
 
This kind of outage really scares me away from using iCloud as my primary mail service.

I use a few domains hosted through google/gmail and its rock solid, can be accessed on any type of device.

I don't understand how someone relies on @mac/@me/@icloud for serious mail use.
 
iSee said:
A 2 day outage is unacceptable from Apple, no question.

But if you really have business riding on this, you should have your own domain and be paying for email hosting. Since you're using a free-bee email account, you don't deserve and you aren't going to get more than an apology.
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HEAR HEAR! Seriously. "Apple, pay me for my absolutely horrible lack of serious planning!". You may think Apple owes your business something, but frankly your own customers deserve a smarter vendor.
 
MJedi said:
One of our 5 e-mail accounts were affected by this outage, and we received the apology e-mail. While the service is free, and therefore we can't expect any compensation, it would've been a nice gesture to get something like an iTunes credit.
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Why would they give you an iTunes credit?

A nice gesture? Isn't the fact that you have a free email account, sorry I meant to say 5 free email accounts a nice enough gesture?

If I was Apple I would apologize for the inconvenience and to prevent this from happening to you in the future we're terminating your account.

I use Gmail for work (which means we're paying) and it goes down regularly. Not as often as an Exchange Server, but it happens.
 
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