I have been having troubles getting files to go to my iDisk. In a nutshell, the files transfer, but then fail to close, and hang with the “file closing, please wait” message forever. OK, not forever, but 12 hours over night I felt was plenty long to close a file.
So, I wrote .Mas support (and I use that term support loosely here) and I was treated to the usual “reboot your computer” and “try the transfer again” and “rename the file” kinds of answers, because, of course, EVERYONE of us is an idiot and never thinks to do such things. I did, it did not help. I also tried the web interface, and that seemed to be failing as well.
I was also treated to suggestions of which I already said in my message to them that I had tried. That is because the people who answer such questions do not actually read your email, simply pull out a few keywords (probably done by a computer) and a few sentences, and then answer you by sending some crappy canned response that has little to do with what you explained. There appears to be no one there to actually help. And it takes about 6 of these exchanges to get even a slight move forward.
Now if this were some free service, I would not mind as much, but I am paying $100 a year for this lack of service. So I wrote back and complained that I was paying for a service, of which they could not supply part of, and would they please pass the problem on to someone who might actually look at the issue and try and solve it please? This is the answer I received from Apple. Now remember, this is message 6 in the exchange, and it has been about 12 days since this started, so keep that in mind:
“If you would prefer to cancel your account, rather than waiting for a resolution to this issue, I will need to verify your identity and make sure you are authorized to request changes to the account.
Please reply to this email with the following information: …”
So this is Apple’s answer? We have a problem, and if you do not like it, quit? Strangely, I never said I did not want to wait, nor did I say I did not want the service. I said I wanted them to pass it on to someone else who would actually try and help. The email was full of things that were obviously my fault, such as trying to upload too large a file, and not waiting long enough for it to finish, problems with my internet, my computer, my connection, etc. etc. As is usual these days, if a problem occurs, it is obviously YOUR fault, and no fault of the company supplying the service or product.
Never mind that they ignored that I said I tried three Mac computers and one PC. Never mind that I said I renamed the file, tried both web and iDisk on the desktop, and that I tried several files of different sizes. Obviously, I am such a stupid idiot because I do not know how to copy a file from one disk to another. How have I survived all these years?
You have heard this from me before, and here it is again. Apple has no clue when it comes to customer service. They keep saying they are the best there is, and maybe that is true from an initial product standing, but between the problems at the Apple store and the “genius” bar, the issues with no computer while mine is being repaired for over a WEEK, the fact that they will not fix plastic or keyboard wear issues, and now this awful support on .Mac, I often wonder if anyone really cares about service any more. It seems to me that Apple certainly does not.
If I had not been using my .mac address for so long, I would seriously consider canceling this subscription. For $100, I get less that Google offers for free, and then abuse as well. SIGH!
Well, back to my failing iDisk, already in progress, progress, progress, progress……………….. please wait while I close this article……
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