Received a call back from Apple Executive Offices

[0970373]

Well this came as a surprise.

I never email Steve Jobs. I never felt the need to. But I had been experiencing some issues w/ the Apple ID/MobileMe migration and got frustrated...so I emailed Tim Cook. Or the Tim Cook email anyway. (I'm very well aware he doesn't actually read these himself and that his *real* email is different and unpublished.)

My email was very respectful and outlined my issue and some of the dissatisfaction I've had with this rollout.

I got a call back from the Apple Executive Offices and spoke with a very nice gentleman. I explained my issue. At first he did try to give me the same trouble shooting tips but I explain that none of that fixed my problem. So we went into further detail and he's going back to his engineers to discuss it.

My problem, BTW, seems to be with the migrated MobileMe account. It doesn't let me add any email address whatsoever. It has nothing to do w/ duplicate emails under a separate ID. The MobileMe account has 4 aliases and perhaps this is where the problem lies. I don't know for sure but Chris from Apple said he's going to find out!

I'm just extremely impressed that they bothered to call me about this and are actually digging into the problem, which will hopefully resolve some issues for others. I'll report back once he gets back to me in the next day or so.

 

[James Godfrey]

What's Tim cooks email?

 

[0970373]

What's Tim cooks email?

Well, according to GOOGLE, it's tcook@apple.com. That's where I found it.

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So Apple is still working on my issue but the Rep I've been working with has been calling with updates. He says that my issue is extremely rare and the Tech support had to work with the iCloud devs to try to fix it.

I'm not at all upset that it's taking a few days. I'm extremely impressed at the lengths they've gone through to try to fix it. Hopefully, it will fix the problem for others who are having it.

 

[gsusser]

I know this is an ancient discussion but I'd like to add a word about my experiences with Apple support.

I've had my share of problems with a MacBook Pro and presently, an iMac. The one constant problem I had is with iTunes. I attribute the problem to a large library, almost 1TB. The problem seemed to be mostly fixed by the series of iTunes updates after 11.0 was introduced, not by a tech. Not to get into specifics, but in a 5 month period, I made numerous calls to support. The case was escalated to a senior tech at the beginning and then to engineering. I spoke to about a dozen senior reps. [I didn't realize that as soon as you speak with a different rep, the new tech owns your case and the previous tech is out of the picture.]

It seems to be policy for the senior tech to leave their phone and email and send an email. They all encouraged me to contact them, as if by script, if there was a further problem. I ended up having to call back numerous times and maybe 1 or 2 messages were returned.

I got sick of this and went to file a complaint. I was surprised to learn there is no way to do this, or no easy way. There is no customer service dept. or executive office to call or email. Yes, there is an email for customer service (which I tried), but they come right out and say they don't answer every email and mine wasn't answered..

Also, there were at least a few misinformed techs who gave erroneous info.

I just filed my complaint with the tcook address. One shouldn't have to do that. Every reputable company I know of has some sort of channel of communications with the main office except Apple. I wonder why.

 

[Bear]

I...
I just filed my complaint with the tcook address. One shouldn't have to do that. Every reputable company I know of has some sort of channel of communications with the main office except Apple. I wonder why.

I would say the tcook address is a way of contacting Apple's main office.

 

[gsusser]

I would say the tcook address is a way of contacting Apple's main office.

Possibly, but if so, it should be stated on their site or somewhere. One shouldn't have to google for an executive office or visit macrumors to get the tcook address. Not one of the apple reps I spoke with suggested any form of redress when asked. Actually, when I asked, I was given the response from several techs that they would make sure my complaint went to the proper department. Maybe they did, I have no way of knowing. All I know is I got no response. I consider my complaints to have been handled very politely and were legitimate. When I asked one such tech why he couldn't simply tell me how to contact that department, I was told that they don't take emails from the public or something like that. For a company that prides itself on customer service, this is a big hole.

 

[Bear]

Possibly, but if so, it should be stated on their site or somewhere. One shouldn't have to google for an executive office or visit macrumors to get the tcook address.
...

Most companies do not make it easy to find the executive offices phone number. What I had to do for a couple of companies was get to a support supervisor on the phone and then ask for the "phone number of the office of the ceo". That phrasing has to usually be exactly that to get the number.

 

[sjinsjca]

(I'm very well aware he doesn't actually read these himself and that his *real* email is different and unpublished.)

Cook does read a sampling and occasionally replies, just as Jobs did. Whether it's a sampling that's filtered by underlings or whether he occasionally peeks into the inbox to keep an eye on things, it's something he definitely does do.