More MobileMess

published by drbill on Mon, 2008-07-21 18:12

MobileMe Chat Support Transcript - Do Not Reply To This Message

General Info
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

Chat Transcript

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.

Events Facts:

Person:

URL:

http://www.apple.com/support/mobileme

Organization:

ETA