Apple Launches MobileMe 24/7 Live Chat Support…and No One Noticed

MobileMe Live Chat Support

No wonder this went unnoticed by most people. In the grand history of non-newsworthy news, this is right up there.

Two days ago, Apple updated their MobileMe News page with the announcement of 24/7 Live Chat support. If you have a problem with MobileMe, and the topics on the main support pages don’t help, you can hit the “Chat now” button to start a real-time chat session with a MobileMe expert.

I can’t say for certain, but I reckon this is how most of those discussions will play out:

Customer: My Contacts have stopped syncing with my iPhone.

Support Agent: OK, I’ll try to help you with that. There’s no reported problem with the MobileMe service. I need to check your iPhone settings…

[Time passes as settings are checked and rechecked.]

Support Agent: That should correct the issue.

Customer: (Pause) Yeah, my contacts are still not syncing.

Support Agent: You just need to give it a little more time to catch up.

Customer: How much more time?

Support Agent: (Cheerful) Not long!

[24 hours later]

Customer: My Contacts have stopped syncing with my iPhone.

Support Agent: OK, I’ll try to help you with that. There’s no reported problem with the MobileMe service. I need to check your iPhone settings…

OK, all joking aside, I’ve used MobileMe since its first difficult days, and it’s far better now. Apple has continued to improve the service to the point where outages are few and far between and syncing is (usually) a smooth and hassle-free experience. You know…it just works

…except when it doesn’t. And when it doesn’t work, in my experience at least, it’s for absolutely no good reason whatsoever. In fact, as I write this, I’m about four weeks into a period of “slow” email synchronicity; by that, I mean that my Calendar and Contacts tend to sync between my devices almost instantaneously. Email once did that, too — but not now. Now, I have to tell my iPhone’s Mail app to refresh. But, nothing has changed. This is just one of those MobileMe oddities that tends to come and go over time.

Still, adding this kind of real-live-person-at-the-end-of-a-phone support to MobileMe speaks volumes about Apple’s confidence in the service, and how seriously they’re taking it. And that’s great news for crazies like me who long ago stumped-up the green and paid for MobileMe. Of course, I can’t live without it now.

Maybe I should try calling to test the accuracy of my little imagined exchange?

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