MobileMe Support Sucks!

[zedsdead]

I have received for the third time now, an email reply from MobileMe to check the troubling shooting at the support area of MobileMe. Done that already, and have said so three times to them, with a detailed description of the problem with Back To My Mac (which has always sucked and was another falsely advertised Apple service).

Then, they call me the wrong name because they clearly are not reading the emails.

(1) Rick, a MobileMe representative was the first helper.
(2) So, I replayed to Rick telling him the issue (twice now), with the same poor response.
(3) Now, weeks later, I get an email from John, calling ME Rick, saying the same reply that I have been getting since the first week of the MobileMe launch. (Not to mention, my me.com screenname is my name).

I am dumbfounded at the poor support in the MobileMe department. iTunes has one of the best service departments. You would think that Eddie Cue would have this under control by now.

 

[t0mat0]

Depends what side of the pond you're on. They've got their hands busy on a lot of things, including MobileMe. Instead of delaying launch a few months, say till october, they released too soon, and now have much more hassle on their hands due to releasing too early.

the way things are going, Apple could well add a lot more features through MobileMe, so it's in their interest to get it sorted.

 

[Macsterguy]

We all know...

We all know that support is busy as apple makes corrections. These kind of threads are not new news to anyone in this forum and are of no help at this point. We have come to the point where we must remain positive and patient... Or stop using MM till issues are sorted out.

I am hanging in there.

 

[Daveoc64]

We all know that support is busy as apple makes corrections. These kind of threads are not new news to anyone in this forum and are of no help at this point. We have come to the point where we must remain positive and patient... Or stop using MM till issues are sorted out.

I am hanging in there.

I doubt your X-Ray customers would be particularly happy if you told them to pay you without giving them anything in return.

 

[bnincongo]

Still Sucks!!!!

Seems this might have been posted back when Mobile Me was "new"... I had the worst customer service ever today when trying to contact Mobile Me support! One of my email accounts was not renewed today even though it was on "auto renew". I tried to contact customer support. 15 min later, a chat session was opened by an "advisor". After over an hour, she said... sorry we are having "problems" and I can't help you.... try back in a few hours. Meanwhile, I run 3 online businesses through that account and it has been offline all day. I tried the "support" chat again 2 hours later.... this time it took 45 minutes to get someone to respond and open a "chat session". This advisor was even worse... immediately telling me that he couldn't help and I can try to contact them via "chat" again tomorrow. I asked if they couldn't just keep my case open and fix it as soon as their "problems" were fixed... he couldn't give an approximate time that it might be fixed and told me that if I wanted to have them open a case... it would take a minimum of 48 hours for them to respond. Wow... unbelievable. I've been a mac user since 1984. I have never experienced something so frustrating when dealing with "Apple Computers".... I'm going to give up on Mobile Me.

 

[Macsterguy]

Seems this might have been posted back when Mobile Me was "new"... I had the worst customer service ever today when trying to contact Mobile Me support! One of my email accounts was not renewed today even though it was on "auto renew". I tried to contact customer support. 15 min later, a chat session was opened by an "advisor". After over an hour, she said... sorry we are having "problems" and I can't help you.... try back in a few hours. Meanwhile, I run 3 online businesses through that account and it has been offline all day. I tried the "support" chat again 2 hours later.... this time it took 45 minutes to get someone to respond and open a "chat session". This advisor was even worse... immediately telling me that he couldn't help and I can try to contact them via "chat" again tomorrow. I asked if they couldn't just keep my case open and fix it as soon as their "problems" were fixed... he couldn't give an approximate time that it might be fixed and told me that if I wanted to have them open a case... it would take a minimum of 48 hours for them to respond. Wow... unbelievable. I've been a mac user since 1984. I have never experienced something so frustrating when dealing with "Apple Computers".... I'm going to give up on Mobile Me.

Did you know that there is now phone support for MM customers? It is called "EXPRESS LANE" and you can click a button to receive a call immediately. I have used it twice... You can find it at the bottom of a topic you choose, at the bottom: http://www.apple.com/support/mobileme/

 

[bnincongo]

phone support? not available!

Well there should be phone support.... however the "advisors" on chat told me that the phone support was not available at this time.... just one more nail in the coffin. When I went on the Express Lane page... the only 2 options available were 1. Chat now or 2 chat later.
Phone support is back up this morning however I was on hold for 10 min before they answered and have now been on hold for another 10 min while they try to "fix the problem".

 

[Macsterguy]

Well there should be phone support.... however the "advisors" on chat told me that the phone support was not available at this time.... just one more nail in the coffin. When I went on the Express Lane page... the only 2 options available were 1. Chat now or 2 chat later.
Phone support is back up this morning however I was on hold for 10 min before they answered and have now been on hold for another 10 min while they try to "fix the problem".

So, phone support IS available. I hope you resolve your email issue.