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The wrong kind of 1%

by Giles Turnbull Jul 31st 2008 at 9:30AM

Chat now buttonMobileMe account holders trying to contact Apple's email outage chat support service have been promptly and brutally cut off if they're not on Apple's list of the "1%" of users affected -- and in one case, even if they are.

Some TUAW readers have been in touch to tell us that when they tried to get chat support for MobileMe email, they were quickly given this automated (or hastily pasted-in) response:

"I'm sorry, according to our records, you were not one of the members affected by the email outage that began on July 18th. MobileMe Mail 24-hour chat support is a temporary measure designed specifically for users whose accounts were affected by that outage. For help, please visit http://www.apple.com/support/mobileme/ww for access to all of our support resources. I apologize for any inconvenience."

But one of our correspondents was doubly displeased, because he insisted he had been one of the 1%. But here was Apple telling him he hadn't -- and not giving him any chance to argue the matter.

It's that "according to our records" bit that seems to be the problem. What if Apple's records are wrong?

Thanks to Bill and Dom for the tip.

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MobileMe account holders trying to contact Apple's email outage chat support service have been promptly and brutally cut off if they're not...
 

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Nick

It's absolutely ludicrous that Apple hasn't called a mulligan on MobileMe and turned it into a free public beta until they can fix its myriad problems.

Tech support continues to be a joke. There is no way I'm paying for that crap once my trial runs out.

August 04 2008 at 5:31 PM Report abuse rate up rate down Reply
Rod Pitts

I can't get my gallery to function normally. When my friends from all corners of the USA try to use the gallery, the videos freeze-up and they can't see. Can get no support from Apple (due to the get "interest" in MobileMe all agents are busy; try again later)

August 04 2008 at 5:15 PM Report abuse rate up rate down Reply
LuminousNerd.com

This sucks for those who are affected by the outage, but can't get in.

However, those who are not affected and are trying to get support on another issue have no right to complain. It's exactly what the message says: a temporary service for those affected by a temporary problem. They aren't opening the lines 24 hours for just anything.

July 31 2008 at 5:19 PM Report abuse rate up rate down Reply
Fozzy Bear

Says the MobileMe Cloud: "Hey, when it rains, it pours!"

I love their efficiency in handling this... I know you have problems so we've come up with a "Tech Support" distraction while we stay busy fixing this sack of crap.

Just like it always only effects 1% of users... that 1% if never you. This has got to be the most ingenious way of avoiding wastes of time as has ever been contrived. Brilliant.

July 31 2008 at 4:29 PM Report abuse rate up rate down Reply
sodapop

What if that one dude's records are wrong?

July 31 2008 at 4:03 PM Report abuse rate up rate down Reply
Luiz

it seems im one of the 1% lol

http://www.grabup.com/uploads/2fb455920717cb07973c67cef4c15339.png

July 31 2008 at 1:30 PM Report abuse rate up rate down Reply
Stan

I gave MobileMe the heave ho after it screwed up my contacts royally. All my groups from Address Book had wrong contacts in them, and some groups had the contacts deleted. I had to manually go through all my contacts in Address Book and reorganize them. The only thing I found useful about MobileMe was how it integrated with iPhoto to share pics. Guess I'll have to go to Flickr or Picassa for that. Apple really screwed the pooch with this.

July 31 2008 at 12:32 PM Report abuse rate up rate down Reply
Howie Isaacks

I think Apple's support for .Mac/Mobile Me and for iTunes has been totally pathetic. When you get something for free, I can understand only giving support through chat and email but, with .Mac/Mobile Me and iTunes, we are paying for these things. If my Mobiel Me email is screwed up or synching is screwed up or, if a purchase that I made on iTunes goes awry, I should be able to call someone and get it handled -- the same way I can call someone at AppleCare for computer problems. I have always said that you're only as good as the service that you provide AFTER the sale. Apple needs to show more respect to Mobile Me and iTunes customers.

July 31 2008 at 12:28 PM Report abuse rate up rate down Reply
1 reply to Howie Isaacks's comment
LuminousNerd.com

You CAN get phone support for MobileMe, they have a whole huge building dedicated to it. It's just not 24/7. If you expect it to be 24/7, then you expect too much.

But I do agree with you regarding iTunes, as far as I'm aware there's no phone support, and 2 emails I've sent have never garnered responses.

July 31 2008 at 5:24 PM Report abuse rate up rate down Reply
Neil Anderson

MobileMe is okay. It's pretty slick when you're one of the 99%. Will be watching for any calendar entries to fall down the rabbit hole. Is Apple trying to free up some of my time by cancelling lunch appointments?

July 31 2008 at 12:02 PM Report abuse rate up rate down Reply
tv junkie

same situation here. was one of the 1% and the chat agent refused to help me, didn't even wait for my reply message. thanks a lot, apple.

July 31 2008 at 11:57 AM Report abuse rate up rate down Reply
2 replies to tv junkie's comment
kevin

I have had the same experience. It is a disaster. I will now use MobileMe as an example of poor customer support. Move over Verizon, Apple is now the best illustration of how not to do it.

My problem is the same as the 1%. The error message is the same. The Apple Genius in store told me it was the 1% problem. On Saturday after an hour wait I had a two hour chat with support. In the end they said it is a different problem, they needed to escalate and I would receive an email in 24-48 hours. It is Thursday and I have heard nothing. Chat is unavailable because of the great interest (read screw up) in MobileMe. I go to 1% chat and they won't even read my message before dumping me with the standard text.

My confidence in Apple is severely shaken.

July 31 2008 at 12:20 PM Report abuse rate up rate down Reply
LuminousNerd.com

You've gotta be kidding me. Apple is the example of how not to do it? Because they have some technical difficulties?

You're pathetic. You've never even known what technical difficulties are. This isn't bad at all, and they're doing everything they possibly can to fix it. If you really are in the 1% and they won't help you after hours, that sucks, but you can still call during normal hours.

It doesn't really matter anyway, it's not like you're going to call them up and have them say "Oh, I'll just press this button and everything will be back to normal! Hyuck hyuck!"

No. The service is down. They're going to tell you, the service is down, it will be back up soon.

You're not losing out on anything, and while it isn't the smoothest of launches, Apple is handling it superbly.

July 31 2008 at 5:27 PM Report abuse rate up rate down Reply
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