Good Example Of Why Email Tech Support Does Not Work!

[TXCraig]

I have been having trouble with syncing my Windows machine at work with my iPhone and 2 Macs at home. After looking everywhere for answers and trying all sorts of things I decided to open up a case with Apple's Mobile Me support.

Let me first say, I hate email support. I have never had a good experience with it and I don't know why companies keep using it. I pay good money to Apple for Apple Care Support for my Macs and iPhone but for some reason, I can't call them about this product!

I fill out a form with all sorts of detailed information. Error messages, OS versions, application settings and so forth.... and what do I get? After waiting TWO days (it said I would get a response in one) a form email that has links to Apples support pages (Been there done that)... that's it??? Why not just have an auto reply to all support emails... at least I would not have to wait 2 days from a bunch of form letter s**t!

Here was the email I got:

Hello,

I apologize for the delay in responding to your request. Due to the
incredible interest in MobileMe driven by new software features as well as
the iPhone 3G, MobileMe support is experiencing higher email volumes than
normal.

I see that you classified your request as "Syncing with MobileMe Push" and
"Troubleshooting MobileMe Push issues".

I'd like to suggest the following articles that were developed to answer
many questions similar to yours.

Troubleshooting Syncing from Mac OS X
http://support.apple.com/kb/TS1679

Troubleshooting Windows Syncing
http://support.apple.com/kb/TS1681

Troubleshooting iPhone or iPod touch sync issues
http://support.apple.com/kb/TS1672

MobileMe: Changes on an iPhone/iPod touch made to your calendars, contacts,
or bookmarks while a sync is occuring may not sync to MobileMe
http://support.apple.com/kb/TS1794

Mac OS X 10.5: MobileMe Sync menu icon spins constantly
http://support.apple.com/kb/TS1182

If your question needs more specific troubleshooting or is not resolved by
these suggestions, please reply to this email and provide any additional
details which you believe may be helpful. MobileMe Support will be happy to
provide additional assistance with this issue.

I hope you enjoy using MobileMe.

Sincerely,

MobileMe Support

 

[kalex]

Wow thats bad. Usually companies will send autoreply with this info. took 2 days to get this email. thats bad customer service. I'm sure they are overwhelmed with problems, but thats just part of rolling out new software and not testing it enough . I think that they should do their best to improve on service.


Alex

 

[rdjl27]

....waiting TWO days (it said I would get a response in one)....

I'm glad you got an email back. I'm three emails in with no replies and now on day four from the first one (note that not all the emails are regarding the same issue). And I haven't even tried republishing some iWeb stuff which I figure will be problematic. I can't wait till the next keynote where they will recap the launch of all these products....