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MobileMe Chat Support Transcript - Do Not Reply To This Message
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General Info
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| Chat start time | Jul 21, 2008 2:24:45 PM EST |
| Chat end time | Jul 21, 2008 3:02:33 PM EST |
| Duration (actual chatting time) | 00:37:48 |
| Operator | Amy |
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Chat Transcript
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| info: queue_cmd:23:14:37 info: queue_cmd:21:12:49 info: queue_cmd:18:8:48 info: queue_cmd:15:7:27 info: queue_cmd:15:6:37 info: queue_cmd:14:6:11 info: queue_cmd:9:5:56 info: queue_cmd:6:3:49 info: queue_cmd:3:1:19 info: Hi, my name is Amy. Welcome to Apple! Me: Hi Amy. Amy: Hi Dr. Dozier Amy: How may I assist you today? Me: My last access to my primary email was 9:57AM PDT last Friday. Amy: Unfortunately, you are being affected by a current outage that isn't allowing some customers to access their mail. Our maintenance team is working on fixing this issue as soon as possible. Amy: You can check the system status at: Me: This is all the information Apple can provide after a 3 day outage? Amy: http://www.apple.com/support/mobileme Amy: (left hand pane) Amy: I am so sorry, I do not have a time to provide. I can assure you that we are working to complete this maintenance as quickly as possible with the immediate intent to restore your services.I am unable to answer that with certainty. I can provide that it is not our intent to have this maintenance prolong past 24 hours. Amy: I am so sorry I don't have any estimated time. I understand how crucial it is to access your email. Amy: I wish there was more I could do for you from my end. Me: Since the MobileMess "upgrade" I have been without email about 5 of the 11 days. Me: It also broke our calendar synching as subscribed calendars no longer work. Me: Some transparency and communication would help. It feels like getting info about the Soviet space program Amy: I truly apologize about that. Amy: We have recently completed the transition from .Mac to MobileMe. Unfortunately, it was a lot rockier than we had hoped. Amy: We want to apologize to our loyal customers and express our appreciation for their patience by giving all current subscribers an automatic 30-day extension to their MobileMe subscription free of charge. Your extension will be reflected in your account settings within the next few weeks. Me: I got that email. Don't bother repeating it. Me: I have been a .Mac subscriber since it was free. I've continued the service for years, waiting for it to be worth the $. I'm still waiting. Amy: I really apologize. Me: I already have to use 3rd party solutions because the so-called "Family Pack" doesn't really include and "family" functionality (shared read/write calendars, for instance). If we can't depend onthe webservices being reliable, we'll have to just go all-3rd party. Me: The terse and uninformative (and never-changing) blurbs on support/mobileme are totally insufficient. Me: Even an airline gives more info than this. Me: Do you have an ETA? Me: Do you even have an ETA for when you will have an ETA? Me: That kind of information is needed. Me: At this point, further apologies are useless Me: If you have no more to offer than that, I won't take more of your time Amy: I'm sorry for the delay. I'll be right with you. Amy: I'm sorry - I don't have an ETA at this time. Amy: You can submit feedback at: Amy: http://www.apple.com/feedback/mac/tm.html Me: Thanks. This has not been Apple's best moment. Amy: I agree. |
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