MobileMe (FAIL) Email Chat Transcript for 1% - 11am PST 7/21/08
* You are chatting with XXXXXX, a MobileMe Support Representative
*
Hi, my name is XXXXXX. Welcome to Apple! *
XXXXXX: Hello, How may I help you? *
Me.User: Type your response here and press Return to send it... *
Me.User: hello... my mac mail is not working *
Me.User: not sending or receiving *
Me.User: but a sub account under my account is working fine *
Me.User: send and receiving mail *
XXXXXX: Ok. *
XXXXXX: Let me take a look at your account. *
Me.User: I have not been able to get my email since 7/16 when you 'launched' the service *
XXXXXX: Ok *
Me.User: the email that is not working is
Me.User@mac.com *
XXXXXX: Thats what I thought.. *
XXXXXX: Your Mail store is down. *
XXXXXX: Your on XXXX, and it is currently being repaired. *
Me.User: yep, one of the 1% *
XXXXXX: Yes.. *
XXXXXX: Unfortunately. *
Me.User: Indeed. *
Me.User: So, any ETA on when mailstore server XXX will be back online or transfered to a working server? *
Me.User: I'm travelling and all my email is not 'bouncing' so my contacts believe I am getting mail. What's up with apple not bouncing mail if my mail server is being 'repaired' ? *
XXXXXX: I dont have one.. *
XXXXXX: I am sorry *
Me.User: I just spent a month getting all of my banking and bills directed to this email account and I'm wondering why is this new service not conforming to internet mail RFC spec and not bouncing my email? *
Me.User: Is it customary for apple to not bounce email is the mail server is 'being repaired' ? *
XXXXXX: I am not sure.. *
XXXXXX: They should not bounce.. *
Me.User: I thought that it should bounce? *
Me.User: The server is down, isn't it? Mail is being undelivered. It should let the senders know that the email is 'undelivered' *
XXXXXX: Usually they just kinda wait for it to come through.. *
XXXXXX: Oh. Yes, They will get that message.. *
XXXXXX: They will not get the email back. *
Me.User: I've sent email for over 48hrs and not received bounces *
Me.User: to my account yet *
XXXXXX: Ok, I am not sure Me.User.. They should be bouncing or waiting to get into the Mail store.. *
Me.User: I'm very troubled by the way Apple is handling this 'outage' *
XXXXXX: I am sorry Me.User. *
XXXXXX: One moment. *
XXXXXX: Apologize. *
Me.User: Clear and open communication about the issue is critical. *
XXXXXX: Me.User, im doing the best I can here.. *
XXXXXX: I wish I could fix it at this second. *
XXXXXX: They are working on it. *
Me.User: I understand. But 5 days without my email contacts getting a bounced email is unacceptable. *
XXXXXX: Im trying to get in touch with a specialist to see what may be going on. *
Me.User: Covering up the problem by not 'bouncing' email is only going to make the problem and consumer backlash that much worse. *
XXXXXX: I dont think we are trying to cover it up. *
Me.User: Surpressing undelivered mail messages for 5+ days to my email account is unacceptable. *
XXXXXX: ok *
Me.User: I'm on the road travelling and not getting my banking email for paying bills that are due *
XXXXXX: I understand.. *
XXXXXX: One moment. *
Me.User: ... *
XXXXXX: I am trying to get ahold of a specialist.. *
XXXXXX: We are extremely busy.. I am going to check and see if they know what is going on.. *
Me.User: No problem. I have all day for it to be resolved. *
XXXXXX: Ok. *
Me.User:
http://www.faqs.org/rfcs/rfc2821.html *
XXXXXX: Thanks *
Me.User: Servers MAY reject or bounce messages when they are not deliverable when addressed. When they do so, they MAY either provide address-updating information with a 551 code, or may reject the message as undeliverable with a 550 code and no address-specific information. But, if a 551 code is used, they MUST NOT assume that the client will actually update address information or even return that information to the user. *
XXXXXX: ok *
XXXXXX: Im still waiting.. *
Me.User: As am I
*
XXXXXX: Im not sure what they are going to say besides what Ive told you.. *
XXXXXX: If they have any more information. Hopefully they do. *
Me.User: I hope so as well. *
XXXXXX: I'm sorry for the delay. I'll be right with you. *
XXXXXX: Still waiting. *
Me.User: Still here. *
XXXXXX: ok *
Me.User: I've got to take a phone call for 5mins. I'll still be here though. *
XXXXXX: Ok.. Me to.. *
XXXXXX: I am so sorry about htis.. *
Me.User: I have much patience. I'm here today till its resolved.
*
XXXXXX: Ok, The reason the messages are not bouncing is that we don't expect the outage to be permanent, so messages are being received and held until the Mailstore comes back online. *
Me.User: for 5+ days?! *
Me.User: I can understand 24hrs holding it but not 5+ days holding it. *
XXXXXX: This is the information the specialist gave me. *
Me.User: Ok. *
XXXXXX: And we have no ETA, Still..... *
XXXXXX: The only thing i can reccomend is o keep an eye on the mobile status page. *
Me.User: Who is the Program Manager responsible for the MobileMe upgrade? *
Me.User: I'd like their email address *
Me.User: I'll wait here whilest you find their email address. *
Me.User: If you could be so kind as to do so, please.
XXXXXX: I can not give out that information, Nor do i even know that information. *
XXXXXX: I can only direct you to the feedback page. *
Me.User: I see. *
XXXXXX: I am sorry *
Me.User: As am I, for the Program Manager, as well. *
XXXXXX: Have a good day Me.User. *
Me.User: Thank you, you too XXXXXX. *
XXXXXX: Bye bye *
XXXXXX: I am glad to have been able to help you with MobileMe. If you need assistance in the future please feel free to visit us again.
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P.S. - This chat took over 45 mins - 1hr time frame.
