Apple Doesn’t Know How To Handle The MobileMe Crisis
November 19, 2008
br pimg src=http://consumerist.com/assets/images/consumerist/2008/07/072408-002-mobilemess494.jpg align=left hspace=4 vspace=2 style=display:block; /Apple excels in product design and user interface, and their operating system is pretty sweet, too. What Apple has a much rockier history with is customer service—in individual instances it can be great, but historically when there’s a problem with one of their products, Apple clams up like a sullen teen and refuses to talk. Their new MobileMe service has had problems since it launched two weeks ago, and even now there are thousands of users who can’t sync, or whose email has been deleted (oops, should’ve set up Time Machine). David Pogue points out that a target=_blank rel=nofollow href=http://www.nytimes.com/2008/07/24/technology/personaltech/24pogue-email.html?ex=1374638400en=b71d2888e73f2140ei=5124partner=permalinkexprod=permalinkApple’s lack of an sufficient response/a is completely unacceptable—or would be for any other company:br/p blockquoteIt’s breathtaking that Apple doesn’t recognize this situation. This is an airplane that’s stuck on the runway for hours with no food or working restroom. And the pilot doesn’t come on the P.A. system to tell the customers what the problem is, what’s being done to mend it, how much longer they might be stuck, and how he empathizes with their plight. Instead, he comes on once every three hours to repeat the same thing: We apologize for the inconvenience./blockquote pIt’s true, Apple idid/i address these problems early on, even going so far as to offer a free 1-month extension to current subscribers. But Pogue points out that whatever problems were plagueing MobileMe haven’t been entirely eradicated, because a note appeared on the MobileMe support site that read, 1% of MobileMe members cannot access MobileMe Mail. We apologize for this service interruption and are working hard to resolve the problem./p pSo how is Apple trying to help out this subset of customers? By hiding behind a broken customer service system, Pogue writes:br/p blockquoteMobileMe tech support, my correspondents tell me, is nearly impossible to reach; the recording says that the support team is unavailable due to the overwhelming interest in MobileMe. (Somehow I doubt that overwhelming interest is the problem.) When you do reach them, they’re apologetic but can do nothing to help./blockquote pBy contrast—and even I can’t believe I’m about to compare T-Mobile’s customer service to Apple’s, but here goes—yesterday I couldn’t get on the internet using T-Mobile’s HotSpot service at a Starbucks in NYC. I called the customer support line at the bottom of the error message screen fully anticipating to get nowhere—really it was just a masochistic impulse to test how incompetent they’d be. What I got instead was a live, helpful person after three rings, and when I was escalated up to a support tech, she answered in less than 60 seconds and gave me advice on how to repair the problem. I assume T-Mobile is dumping extra resources into HotSpot support right now, especially with Starbucks since they’re having to deal with ATT taking over the system and causing who knows what kinds of customer service snafus, but you’d think Apple would try a similar approach with its first huge push into a new service.img src=http://consumerist.com/assets/images/consumerist/2008/07/072408-002-mobilemesupportwaittime494.jpg class=left/p pa target=_blank rel=nofollow href=http://www.nytimes.com/2008/07/24/technology/personaltech/24pogue-email.html?ex=1374638400en=b71d2888e73f2140ei=5124partner=permalinkexprod=permalinkApple’s MobileMess/a [New York Times]br (Screen cap of customer service wait time: Hayden)/p a target=_blank rel=nofollow href=’http://consumerist.com/5028794/apple-doesnt-know-how-to-handle-the-mobileme-crisis ‘Source[consumerist]/abr
ATT Won’t Honor iPhone Price Announced In Its Own Press Release
November 19, 2008
br pimg src=http://consumerist.com/assets/images/consumerist/2008/08/attstardestroyer_01.jpg width=155 height=112 /Reader Rom is angry with ATT because they won’t sell him an iPhone 3G for the price listed in their press release. ATT states the promotional pricing ($199 for an 8GB, $299 for a 16GB) is only available to, among others, existing iPhone customers. Rom is an existing iPhone customer./p pThe relevant a target=_blank rel=nofollow href=http://www.att.com/gen/press-room?pid=4800cdvn=newsnewsarticleid=25883press release/a reads, in part:br / blockquoteiPhone 3G will be… Continue reading
Reach ATT Wireless Executive Customer Service
November 18, 2008
br pimg src=http://consumerist.com/assets/images/consumerist/2008/07/attpewpew.jpg/Here are the phone numbers to reach the ATT Wireless Offices Of The Presidentbr / Eastern States: 877-707-6220br / Western States: 800-498-1912/p p(Photo: a target=_blank rel=nofollow href=http://www.flickr.com/photos/18978639@N03/2613744245/jetsetpress/a)/p a target=_blank rel=nofollow href=’http://consumerist.com/5024553/reach-att-wireless-executive-customer-service ‘Source[consumerist]/abr… Continue reading
Don’t Live Near A Big City? Here’s Something You Should Know Before Upgrading Your iPhone
November 18, 2008
br pimg src=http://consumerist.com/assets/images/consumerist/2008/07/3gcoveragemap.jpg style=display:block; /The new iPhone is 3Gmdash;but ATT’s 3G network isn’t exactly nationwide, so you might want to check the coverage map to make sure that there’s a 3G network in your area./p pFor example, Des Moines, Iowa is large enough to have an Apple store mdash; but there’s no 3G coverage yet. (If you’re wondering what 3G is, a target=_blank rel=nofollow href=http://en.wikipedia.org/wiki/3Gyou can click here./a) Without 3G… Continue reading
What You Missed This Weekend [Roundup]
November 18, 2008
brpimg src=http://cache.gawker.com/assets/images/gizmodo/2008/11/TVGlow.jpg width=494 height=117 style=display:block; /So you watch Television a href=http://gizmodo.com/5089429/the-worlds-most-depressed-people-watch-the-most-tvto feel whole again?/a That’s why you missed the crème de la crème of weekend gadget and tech news? Trust me, when you read this, you’ll feel superior again:br bull; The Black Friday ads are coming! This weekend it was a href=http://gizmodo.com/5088428/officemax-black-friday-ad-leakedall about OfficeMax./abr bull; Not to be outdone, Target hit us up with a href=http://gizmodo.com/5088933/targets-black-friday-ad-leakeda leaked Black Friday ad too./a Remember when this info was a surprise?br bull; Talking of leaks, did you see the a href=http://gizmodo.com/5088285/new-star-trek-trailer-bootleggedbootleg Star Trek trailer?/a Spock. Angry!/p pbull; Broken MacBook Pro is reborn as a sweet mini tower a href=http://gizmodo.com/5088632/the-diy-mac-pro-mini-turn-that-broken-macbook-into-a-teeny-desktopMac Pro Mini/abr bull; No lawsuit too small: a href=http://gizmodo.com/5088648/dogpile-on-apple-new-lawsuit-adds-hairline-cracks-to-list-of-iphone-3g-problemsiPhone 3G case cracks/a added to the class action list./p pbull; a href=http://gizmodo.com/5089936/nasa-scales-up-1966s-moon-image-to-amazing-ultra+high-resolutionOriginal NASA moons images/a made beautiful with ultra HD.br bull; Even a href=http://gizmodo.com/5089845/even-google-gets-shafted-by-apples-ridiculous-app+approval-processGoogle gets the shaft from Apple/a and the App Store approval process.br bull; Forget the iPhone, Verizon pits a href=http://gizmodo.com/5089604/verizon-blackberry-storm-comparison-page-creates-smart-phone-civil-warBlackBerry against BlackBerry/a in a pit of death!br bull; Assault with a deadly weapon now includes a href=http://gizmodo.com/5088937/woman-stabs-rapist-in-the-neck-with-an-ipod-chargerApple iPhone rechargers./abr bull; Mr. President-Elect, we’re going to need to have you a href=http://gizmodo.com/5089393/obamas-blackberry-could-be-banned-from-oval-officesurrender your Blackberry at the door./a/p pNow, chin up, and read more great gadget news and views at the homepage./p br style=clear: both;/ img alt= style=border: 0; height:1px; width:1px; border=0 src=http://www.pheedo.com/img.phdo?i=190e0775cd05e46f452c62a4ef4cc632 height=1 width=1/ img src=http://www.pheedo.com/feeds/tracker.php?i=190e0775cd05e46f452c62a4ef4cc632 style=display: none; border=0 height=1 width=1 alt=/div class=feedflare a href=http://feeds.gawker.com/~f/gizmodo/full?a=e6RrMagdimg src=http://feedproxy.google.com/~f/gizmodo/full?d=120 border=0/img/a a href=http://feeds.gawker.com/~f/gizmodo/full?a=z7Q8Ew0aimg src=http://feedproxy.google.com/~f/gizmodo/full?d=41 border=0/img/a a href=http://feeds.gawker.com/~f/gizmodo/full?a=fDcUpbCOimg src=http://feedproxy.google.com/~f/gizmodo/full?i=fDcUpbCO border=0/img/a a href=http://feeds.gawker.com/~f/gizmodo/full?a=YxJ2Z3xFimg src=http://feedproxy.google.com/~f/gizmodo/full?i=YxJ2Z3xF border=0/img/a /divimg src=http://feedproxy.google.com/~r/gizmodo/full/~4/8_ZInL-Jjxs height=1 width=1/ a target=_blank rel=nofollow href=’http://feeds.gawker.com/~r/gizmodo/full/~3/8_ZInL-Jjxs/what-you-missed-this-weekend ‘Source[consumerist]/abr
Incase Power Slider For iPhone 3G Skillfully Conceals its Battery Booster [Iphone Cases]
November 17, 2008
brpimg src=http://cache.gawker.com/assets/images/gizmodo/2008/11/Power-Slider_11-17-08.jpg align=left hspace=4 vspace=2 width=520 height=362 style=display:block; /The Incase Slider is one of the more popular iPhone cases, and this new version is notable for being one of the superior integrations of a supplemental battery pack yet. It’ll add some girth, yes, but it also more than doubles your battery life and offers more protection than battery piggybacks like the a href=http://gizmodo.com/5063778/mophie-juice-pack-for-iphone-3g-lightning-review-it-doubles-the-powerMophie Juice Pack/a. Also features a mini-USB pass-through… Continue reading
With The New iPhone On The Horizon, Now Is The Time To Threaten Your Cellphone Company
November 17, 2008
br pimg src=http://consumerist.com/assets/images/consumerist/2008/07/hilariousapple.jpg style=display:block; /With the debut of that new super iPhone thing only a few short days away, now is the time to threaten your current cellphone company. What’s that? You’ve no intention of switching cellphone companies for the iPhone? Sprint, T-Mobile, and Verizon’s retention reps don’t know that. Do they?/p pReader Scott is jubilant over the large discount he got from Sprint:/p blockquote pTook advantage of the… Continue reading
Dogpile on Apple: New Lawsuit Adds Hairline Cracks to List of iPhone 3G Problems [Legal Warfare]
November 17, 2008
brpimg src=http://cache.gawker.com/assets/images/gizmodo/2008/11/iphone3gcracks.jpg width=494 height=430 style=display:block; /New Yorker Avi Koschitzki has tossed his own lawsuit in with the rising pile, accusing Apple and ATT of the usual crimes (lousy 3G reception and speed, lackluster software updates) as well as a newbie: hairline cracks in the iPhone 3G’s casing. a href=http://gizmodo.com/5030993/white-iphones-are-cracking-+-how-frequently-we-do-not-knowWe’ve reported on it before/a, but this is the first time it’s showing up in a suit./p pKoschitzki alleges that many of the hairline cracks are visible on unopened, unused iPhones, and that Apple willingly and knowingly sold iPhones with the unsightly lines. I’d think cosmetic damage before use would be grounds for a return, and I can’t state I approve of the proliferation of this kind of lawsuit, but if Apple is sending out cracked iPhones, they’ve gotta step up and be more careful. [a href=http://www.appleinsider.com/articles/08/11/14/apple_sued_over_hairline_cracks_in_iphone_3g_casings.htmlAppleInsider/a]/p br style=clear: both;/ img alt= style=border: 0; height:1px; width:1px; border=0 src=http://www.pheedo.com/img.phdo?i=e10d95c3df4c5226b2c44f8be83aa250 height=1 width=1/ img src=http://www.pheedo.com/feeds/tracker.php?i=e10d95c3df4c5226b2c44f8be83aa250 style=display: none; border=0 height=1 width=1 alt=/div class=feedflare a href=http://feeds.gawker.com/~f/gizmodo/full?a=I5HOJ1pqimg src=http://feedproxy.google.com/~f/gizmodo/full?d=120 border=0/img/a a href=http://feeds.gawker.com/~f/gizmodo/full?a=hAEdPGM3img src=http://feedproxy.google.com/~f/gizmodo/full?d=41 border=0/img/a a href=http://feeds.gawker.com/~f/gizmodo/full?a=fYFfLicaimg src=http://feedproxy.google.com/~f/gizmodo/full?i=fYFfLica border=0/img/a a href=http://feeds.gawker.com/~f/gizmodo/full?a=6og96ooQimg src=http://feedproxy.google.com/~f/gizmodo/full?i=6og96ooQ border=0/img/a /divimg src=http://feedproxy.google.com/~r/gizmodo/full/~4/HIBv6lPWIQQ height=1 width=1/ a target=_blank rel=nofollow href=’http://feeds.gawker.com/~r/gizmodo/full/~3/HIBv6lPWIQQ/dogpile-on-apple-new-lawsuit-adds-hairline-cracks-to-list-of-iphone-3g-problems ‘Source[consumerist]/abr
Dogpile on Apple: New Lawsuit Adds Hairline Cracks to List of iPhone 3G Problems [Legal Warfare]
November 16, 2008
brpimg src=http://cache.gawker.com/assets/images/gizmodo/2008/11/iphone3gcracks.jpg width=494 height=430 style=display:block; /New Yorker Avi Koschitzki has tossed his own lawsuit in with the rising pile, accusing Apple and ATT of the usual crimes (lousy 3G reception and speed, lackluster software updates) as well as a newbie: hairline cracks in the iPhone 3G’s casing. a href=http://gizmodo.com/5030993/white-iphones-are-cracking-+-how-frequently-we-do-not-knowWe’ve reported on it before/a, but this is the first time it’s showing up in a suit./p pKoschitzki alleges that many of the hairline cracks are visible on unopened, unused iPhones, and that Apple willingly and knowingly sold iPhones with the ugly lines. I’d think cosmetic damage before use would be grounds for a return, and I can’t say I approve of the proliferation of this kind of lawsuit, but if Apple is sending out cracked iPhones, they’ve gotta step up and be more careful. [a href=http://www.appleinsider.com/articles/08/11/14/apple_sued_over_hairline_cracks_in_iphone_3g_casings.htmlAppleInsider/a]/p br style=clear: both;/ img alt= style=border: 0; height:1px; width:1px; border=0 src=http://www.pheedo.com/img.phdo?i=e10d95c3df4c5226b2c44f8be83aa250 height=1 width=1/ img src=http://www.pheedo.com/feeds/tracker.php?i=e10d95c3df4c5226b2c44f8be83aa250 style=display: none; border=0 height=1 width=1 alt=/div class=feedflare a href=http://feeds.gawker.com/~f/gizmodo/full?a=I5HOJ1pqimg src=http://feedproxy.google.com/~f/gizmodo/full?d=120 border=0/img/a a href=http://feeds.gawker.com/~f/gizmodo/full?a=hAEdPGM3img src=http://feedproxy.google.com/~f/gizmodo/full?d=41 border=0/img/a a href=http://feeds.gawker.com/~f/gizmodo/full?a=fYFfLicaimg src=http://feedproxy.google.com/~f/gizmodo/full?i=fYFfLica border=0/img/a a href=http://feeds.gawker.com/~f/gizmodo/full?a=6og96ooQimg src=http://feedproxy.google.com/~f/gizmodo/full?i=6og96ooQ border=0/img/a /divimg src=http://feedproxy.google.com/~r/gizmodo/full/~4/HIBv6lPWIQQ height=1 width=1/ a target=_blank rel=nofollow href=’http://feeds.gawker.com/~r/gizmodo/full/~3/HIBv6lPWIQQ/dogpile-on-apple-new-lawsuit-adds-hairline-cracks-to-list-of-iphone-3g-problems ‘Source[consumerist]/abr
ATT Won’t Honor iPhone Price Announced In Its Own Press Release
November 16, 2008
br pimg src=http://consumerist.com/assets/images/consumerist/2008/08/attstardestroyer_01.jpg width=155 height=112 /Reader Rom is angry with ATT because they won’t sell him an iPhone 3G for the price listed in their press release. ATT states the promotional pricing ($199 for an 8GB, $299 for a 16GB) is only available to, among others, existing iPhone customers. Rom is an existing iPhone customer./p pThe relevant a target=_blank rel=nofollow href=http://www.att.com/gen/press-room?pid=4800cdvn=newsnewsarticleid=25883press release/a reads, in part:br / blockquoteiPhone 3G will be available for $199 for the 8GB model and $299 for the 16GB model. These prices require two-year contracts and are available to the following customers:br / * iPhone customers who bought before July 11br / * Customers activating a new line with ATTbr / * Current ATT customers who are eligible, at the time of purchase, for an upgrade discount/p/blockquote pRom writes that he bought an iPhone earlier in the year, and that he also bought a BlackBerry from ATT. After speaking with someone in the president’s office, he states that the point of contention is that ATT is interpreting iPhone customers who purchased before July 11 as iPhone customers who purchased before July 11 and haven’t purchased another device from ATT since. Although Rom concedes that the purchase of the BlackBerry eliminated his upgrade eligibility, he still is an iPhone customer, and should be entitled to the promotional price./p p(Photo: a target=_blank rel=nofollow href=http://flickr.com/photos/18978639@N03/2614577360/jetsetpress/a)/p a target=_blank rel=nofollow href=’http://consumerist.com/5038610/att-wont-honor-iphone-price-announced-in-its-own-press-release ‘Source[consumerist]/abr
