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Useless afterhours Apple Tech Service

S

SMDrew

macrumors member
Original poster
Jun 1, 2008
59
0
I'm a tad frustrated, and thought I'd come here to vent.

I've been having sync problems with the iPhone and iTunes for a while (MDReportTool crashing, failing syncs, etc). Twice before it's happened it has left the phone in the silver Apple logo state. A reset solved he problem, and I would be on my way. This third time it did it, no matter how many resets I did, the phone would not back out of its Apple splash screen. To make matters worse, plugging the phone into the MacBook did nothing (worse than McBain's goggles!).

So my next step is obvious... get help. I went to the Apple site, and found the self-help tech section to be pedestrian and useless. At that point I picked up my home phone and dialed the iPhone help line. To get the b-e-a-utiful notification that Apple support is only for daywalkers, people that choose to crash during normal business hours.

I've contacted Apple service by phone twice before (once for this problem, and once for faulty headphones), but as luck would have it, both issues came up during daytime hours.

The crappy thing is that I had to rely on a third-party site (I love you, MacRumors!) to solve this problem. To me that's inexcusable. Some folks at work ask me how the iPhone would fare in a real business environment, and at this point I have my serious doubts compared to Palm, SmartPhones, and Blackberries. Compared to those three powerhouses, the iPhone still comes across as a "toy".
 
Wait.....so you're upset that it's 1 in the morning (and on a holiday no less) and you can't get support for your iPhone? No offense, but is the problem so urgent that you can't wait until the morning?
 
yg17 said:
Wait.....so you're upset that it's 1 in the morning (and on a holiday no less) and you can't get support for your iPhone? No offense, but is the problem so urgent that you can't wait until the morning?
Click to expand...

Exactly. Similar to a restaurant. You often get better service during the rush when everyone is focused and working at peak efficiency for customer service. If you go in early or late, the staff is small and they are getting the rest of the stuff done in preparation for the rush or trying to get out.
 
yg17 said:
Wait.....so you're upset that it's 1 in the morning (and on a holiday no less) and you can't get support for your iPhone? No offense, but is the problem so urgent that you can't wait until the morning?
Click to expand...

Well, unlike a restaurant, this is a point-of-contact for me. Luckily I'm at home so anyone that needs to contact me can do so on the phone line. The last time this happened I had to go to work in the morning, which is unnerving to travel without your normal mode of communication available.

I guess that's what annoys me the most. I'd understand if they didn't staff the iPod helpline. But to me the computer tech support and iPhone tech support should be 24/7, with less than 10min wait times.
 
shenaniganz08 said:
dude its a holiday weekend chill out
Click to expand...

Inexcusible. If my phone crapped out (due to software issues) on a Friday at 5:01pm, am I expected to sit pretty until Tuesday at 8am?

Anyways, MacRumors was able to help me. Thank god for the internets!
 
skubish said:
Hold down HOME and LOCK buttons for 20 seconds or so to enter recovery mode.

Connect to your Macbook to restore.

This is all in the manual.
Click to expand...

You are correct, this is all in the manual. However my issue transcended what Apple provided in the manual and on their webpage. Countless resets had no effect, and connecting following a reset failed to detect any device on the USB.

To solve the problem I ran into, I had to make use of a feature not documented anywhere by Apple. MacRumors be praised!
 
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