Has anyone actually managed to get a response from Apple support?

[chas0001]

This whole sham is pretty unforgivable on its own but in case one was feeling like giving Apple the benefit of the doubt, the final nail in the coffin is the level of support that's been provided i.e. none. I've sent three emails since the weekend and have received no response and, it seems, the live chat options that were available on the website for .mac have been removed.

Does anyone have any tips on how actually to get a response?

Don't email because it gets you nowhere. Just Call them.

 

[Fozziebear40]

You can't CALL Mobileme support!!! How many times do we have to say this (well in UK anyway)

 

[TXCraig]

Whenever I've had problems, I've called the number for macs. Then I state my problem with .mac and I get transferred to the .mac people: over the phone. Like magic!

I have tired calling Apple Support in the past with .mac problems. Did the same thing you did, went to Mac support, and then told them I had a problem with .Mac.

Support has ALWAYS been very quick to tell me there is no phone support for .Mac and I have to submit an email to their support group.

I do find it interesting you were transfered to .mac support since they don't take calls.

Every time you call apple care, they follow up your support call with an email explaining the support problem and resolution. Can you share your follow up email from the .mac support group on your one of your calls to them?

 

[chas0001]

You can't CALL Mobileme support!!! How many times do we have to say this (well in UK anyway)

I am sure that they will redirect your call in the UK if they cannot help you themselves, even to another country.

I called Support in Spain and they redirected me to the UK. Sometimes I get redirected to the US.

 

[Fozziebear40]

I am sure that they will redirect your call in the UK if they cannot help you themselves, even to another country.

I called Support in Spain and they redirected me to the UK. Sometimes I get redirected to the US.

I called Apple... and to quote the lady on the phone 'Mobileme support don't have phones on their desks'

 

[Apple Ink]

I did receive some very weird messages regarding the "PUSH" and the iDisk File Sharing feature!
Now, apparently, Apple has taken the email link off its site. But still you can mail them at mobilemesupport@apple.com

 

[chas0001]

I called Apple... and to quote the lady on the phone 'Mobileme support don't have phones on their desks'

but what is to problem requesting the person on the other end of the phone to log your call and request that somebody in MobileMe Support contacts to by email.

If you are persistent you will get support.

 

[Fozziebear40]

but what is to problem requesting the person on the other end of the phone to log your call and request that somebody in MobileMe Support contacts to by email.

If you are persistent you will get support.

That's what she did. So how much is persistent? An email a week ago, email on sunday, support email this morning. 1 reply from support today....

Dear David.
Thank you for your e-mail.
Please visit the MobileMe support team via the link below.
We do not have access to the MobileMe accounts.
http://www.apple.com/support/mobileme
contactus
contactus@euro.apple.com

Going round in circles

 

[chas0001]

That's what she did. So how much is persistent? An email a week ago, email on sunday, support email this morning. 1 reply from support today....

Dear David.
Thank you for your e-mail.
Please visit the MobileMe support team via the link below.
We do not have access to the MobileMe accounts.
http://www.apple.com/support/mobileme
contactus
contactus@euro.apple.com

Going round in circles

The problem with MobileMe support at the moment is they are inundated with requests because of the launch last week. The iPhone Developer Registration was equally a fiasco as many people were paying but unable to activate. It took me 5 days to activate my account (3 emails, 2 phone calls).

 

[bmk]

The problem with MobileMe support at the moment is they are inundated with requests because of the launch last week.

I have got a repsonse from Apple Support after a week of waiting (I emailed them when I was still naive enough to think it might do any good). Here is the response in case it helps anyone else in the same position as I was i.e. specifically unable to sync iCal with the Calendar app in MobileMe. Yes, they actually direct me to a help page which is specifically NOT about MobileMe. Unbelievable.

 

[votive]

So I finally managed to connect with a chat representative and it was a predictable let down. I've discovered that somehow, during the transition, the iDisk servers started randomly corrupting and renaming some of my files and it's this which is causing my sync problems. It took about 45 mins to educated the chat representative as to what was happening and then he wanted my permission to start deleting files!!

I demanded several times my problem get escalated and finally he said he'd do that. However, his final response was that a "mobileme specialist" would be in touch by email within 24-48 hours.

This is simply unacceptable for a paid service. I'm fine with chat/email as the front line but they need a proper level 2 technical support for serious problems.