Apple Ignoring Support Requests for MobileMe?

MobileMe support is trying to push off support requests, hoping to buy enough time to get things under control. This past Wednesday I decided it was about time to change my new 3G iPhone to sync calendar, contacts and bookmarks with the “cloud” through MobileMe instead of through iTunes (which I rarely ever do). After news that the MobileMe service was starting to work as expected, I made the changes in my iPhone and it started downloading from the “cloud.”

After a few minutes it finished and I noticed I had no contacts. None. I went to Me.com and also had no contacts, but they were still in my address book on my Mac. I tried syncing again, and again, but nothing. I read all the knowledgebase articles on Apple.com but none of the suggestions worked. So I contacted MobileMe support at about 7 AM on July 16.

I got an automated reply that notified me that I would receive a response within 48 hours:

Dear customer,

Thank you for contacting MobileMe Support. This is an automated reply, but a MobileMe Support representative will be reviewing your request and will send you a personal response soon (generally within 48 hours). Meanwhile, you may find the following articles and resources helpful. They address several common questions from customers:

Email Quick Assist
http://support.apple.com/kb/HT1146

Troubleshooting iDisk authentication or login errors
http://support.apple.com/kb/TS1789

Updating your billing information
http://help.apple.com/mac/1/help/?nav=pgs/acct_49.html&content=pgs/acct16903.html

Please do not reply to this email. Thank you for your patience.

Sincerely,

MobileMe Support
http://www.apple.com/support/mobileme/ww
http://www.me.com/help
Message Subject: Syncing with MobileMe Push
Follow-Up: 51585825

Then, last night I received a response to my inquiry. Instead of a MobileMe support representative suggesting things that might help me sync my data, I got another automated email from Apple asking me to read knowledgebase articles (that I’ve already read).

Dear Customer,

We apologize that it took a little while to respond to you. As a result of the
overwhelming interest in MobileMe, the MobileMe Support team is receiving
higher volumes of email than normal.

We see that you classified your request as “Syncing with MobileMe Sync” and
“Troubleshooting MobileMe Sync issues”. We have some articles that address
those topics, and we hope you will find the articles helpful. If they don¹t
help you to resolve the issue you contacted us about, please don¹t hesitate to
reply to this email with additional details so that we can assist you further.

Here are the articles:

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

We hope you enjoy using MobileMe.

Thank you,
The MobileMe Team
http://www.apple.com/support/mobileme/ww
http://www.me.com/help

The only reasoning for this type of support response is that the number of MobileMe support inquiries is overwhelming and they simply don’t have the resources to respond to all of them. So instead of actually responding to my inquiry they sent an email giving me links to the same articles I was reading when I submitted the ticket. If I don’t reply that I still have a problem, they’ll consider the matter resolved.

So Apple’s response to so many people’s problems with MobileMe is to simply ignore them. If they are really, really having problems, they’ll have to reply back (and probably wait another 48 business hours).

I’ve always been a huge fan of Apple’s support, but they’re going to have to step it up a notch here. I feel it’s just unacceptable behavior, even at a time when there are a significant number of support requests, to simply ignore support requests.

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