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Apple's OS X Mountain Lion Up-to-Date Program Experiencing Early Hiccups

jwhiterz said:
Darn now we know what its taking so long... ;)
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Just received an update. Initially they told me they had already sent the code, but when I complained of not having received any replacement codes, they now say after a "further check", my code is "pending" in their system and will be sent out within 72 hours. My "patience is greatly appreciated".

My guess is before they send out the batch of replacement codes they are going to double and triple check that this batch works.
 
JohnDoe98 said:
Just received an update. Initially they told me they had already sent the code, but when I complained of not having received any replacement codes, they now say after a "further check", my code is "pending" in their system and will be sent out within 72 hours. My "patience is greatly appreciated".

My guess is before they send out the batch of replacement codes they are going to double and triple check that this batch works.
Click to expand...

How did they get it all wrong?
 
Submitted my request about 6 hours ago. No code, no e-mail, nothing. I'm sorry, but I'm totally frustrated. I love new releases and I always get them right away. That is my thing, I don't care if it's probably "smarter" to wait first bug fixes. I love to dive deep and explore everything. But now I see happy tweets from my friends "sent from Mountain Lion" and I feel like idiot with no invitation to party. :)

And why on earth this had to be so stupid and complicated? This is NOT Apple "just works" way. It should be trivial for Apple to see that I'm on a new mid-2012 MacBook Pro and offer immediate free download link in the Mac App Store. This whole request system is stupid, complicated and Microsoft-like, even if it worked. But since it doesn't, this makes this whole mess even more disgusting. :mad:

PS - Yes I feel entitled. When I purchased the new MBP, I was promised a free update to Mountain Lion.
I know, I'll get my copy soon (probably just purchase it... 16 EUR is very cheap, true) and I will forget this whole thing and be happy about my new Mac, but for right now, this day is ruined for me. :rolleyes:
 
For what it's worth, I wasn't even aware of the program until I (wishly) searched for it this morning around 9AM Esatern. Found the site, submitted a claim for my macbook Retina.

Got my redemtion code within an hour.

Code worked and I downloaded ML in about another hour.

All worked seemless and perfect imo.
 
I hope Cook realizes that all the praise he got for being the king of logistics following the smooth launch of the iPad 3 has now been completely squandered.

To say nothing of the fact that the entire redemption program is archaic and should've been set up via the Mac App Store, and users should've been able to register any time between the day they purchased an eligible machine and today.
 
JohnDoe98 said:
Just received an update. Initially they told me they had already sent the code, but when I complained of not having received any replacement codes, they now say after a "further check", my code is "pending" in their system and will be sent out within 72 hours. My "patience is greatly appreciated".

My guess is before they send out the batch of replacement codes they are going to double and triple check that this batch works.
Click to expand...

where did you get this update?
I cant check the status of mine.
 
Just had a reply from Apple to my moan...Dear ----,

Ryan here from the iTunes Store. I understand that you submitted your up-to-date claim over 6 hours ago, and you haven't received a reply yet. I can imagine that you would like to have this issue resolved quickly and I would be more than happy to help .

Unfortunately, the team handling the up-to-date program has been overloaded today as you can imagine, and there may be some delay before you receive your redemption code.

I'm very sorry for the inconvenience this has caused. If you haven't received your redemption code by tomorrow, please let me know and I'll look into it for you.

Have a great day !
So no real answer. You think they might have guessed they would be busy, but it makes me think that the process was not given as much thought as it should have been.
 
URFloorMatt said:
I hope Cook realizes that all the praise he got for being the king of logistics following the smooth launch of the iPad 3 has now been completely squandered.

To say nothing of the fact that the entire redemption program is archaic and should've been set up via the Mac App Store, and users should've been able to register any time between the day they purchased an eligible machine and today.
Click to expand...

Exactly, this should all be done behind the scenes and automatically. They know of all the serial numbers to the recently sold comps. Why not just have the Mac App Store simply look it up and automatically grant it to those computers. When I first opened the Mac App Store it automatically recognized I had the new iLife and asked me to link it to my Apple ID. It should have been the same with Mountain Lion, and the second it was released, immediately available to us.

All this is a hassle to the consumer and is poor customer service. I thought Apple was supposed to excel at this stuff.
 
I had no problems with the up-to-date program but the entire experience was very unpolished by Apple standards, which is to say it was kind of sloppy.

The sign-up form was poorly laid out, with many CSS errors. The "right to copy" and "number of qualifying systems for right to copy" checkboxes were confusing and scrunched together. I also noticed they are using a jquery plugin for the calendar picker, something I don't think I've ever seen Apple do.

The form on the next page was confusing as well -- the prefilled numbers were tiny, inconsistent, and poorly used (9999999?). And what is an "Email ID"?

Then you receive two emails from Apple, one of which contains a "content code" you need to use to open a "content code file" (locked PDF) in the other email.

Bizarre. Again, it worked, but .. Apple is usually more polished than this.
 
yocko said:
so they think that i am going to wait for three days to see if my code might or might not come in...

i suggest they will reimburse me the 20 bucks.

8.8 billion profit and they refuse to allocate trained IT staff to get this childplay trick right.

I am so ****ing sick of this company!
Click to expand...

go buy something else.
 
Last edited by a moderator:
People, you are getting an upgrade for free. Chill out. I applied for mine, I am still waiting and it's fine by me. It's not like you can't use your computer before you get the upgrade.
 
D3nZ said:
People, you are getting an upgrade for free. Chill out. I applied for mine, I am still waiting and it's fine by me. It's not like you can't use your computer before you get the upgrade.
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It's not free, we have paid for it as it was promised as part of purchase of machines.
 
So, just to add a bit of fuel to the fire (and because there doesn't seem to be any news on the code situation) I'm kind of curious if I filled out the Up-to-date form correctly.

I purchased an iMac online, and picked it up the next day at the local apple store. The receipt I was emailed is dated as of the pickup, and came from the local store's email address. It's listed as a web order, but I'm kind of wondering if the date I entered should be the date I ordered the computer or the date I picked it up.

To make things more complicated the computer I purchased had a screen defect and was returned two weeks later. The put it on the same ticket so the order number is the same, but the replacement iMac has a different serial number.

Do you think I was supposed to use the date of purchase online, the date of pickup of the original mac, or the date of the exchange? Should I have used the serial number of the original iMac, or the serial number of it's replacement? I don't expect anyone to have an actual authoritative response (including those at the Apple Store), but I'm kind of curious how you guys would have handled it.
 
eh270 said:
I had no problems with the up-to-date program but the entire experience was very unpolished by Apple standards, which is to say it was kind of sloppy.
(...)
Bizarre. Again, it worked, but .. Apple is usually more polished than this.
Click to expand...
I second that.

I went to Apple.com, completed the first two steps of their form (purchase details, serial number / number of licenses), proceeded to enter my personal details... name, street address, post code... only to be unable to choose or change my country (from the automatically presented "US" default). So back to my country site, and back to step one.

This is lazy work.


oldcelt said:
Just had a reply from Apple to my moan...Dear ----,

Ryan here from the iTunes Store. I understand that you submitted your up-to-date claim over 6 hours ago, and you haven't received a reply yet. (...)

Unfortunately, the team handling the up-to-date program has been overloaded today as you can imagine, and there may be some delay before you receive your redemption code.
Click to expand...
They employ "a team" of people to check whether my Retina MBP, whose serial number I entered is covered under their up-to-date program?

Really?
Really!?! :mad:

By the way:

More than 8 hours and counting...

Still waiting for my code to arrive.
No mail, no PDF, no code, no nothing.
 
Trik said:
Do we have a confirmed person who applied for Lion Up-To-Date and got a code and was successful in redeeming it and has downloaded?
Click to expand...

I applied for my code this morning, and got my code 1 hour later. It came as two emails. The first email contained a password, and the second email contained an encrypted PDF file. My code was accepted in the App Store on first try, no issues. The installer started downloading immediately.

The only downside: I am still downloading the installer, my internet is slow!

More info: I bought my refurbished macbook pro from apple.com in late June. I did not have to upload my receipt, I only had to supply my serial number. I only used the form once, I did not try to resubmit.
 
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