I, along with many others, have had a world of problems with the new MobileMe service all starting with my email being down for over 10 days, which affected supposedly 1% of members. After this situation was taken care of I had about 1 week of amazing email service and then all of a sudden I noticed my email wasn't being delivered to my iPhone. No push or no fetch, in order to get my email I have to actually go into the application on my phone and "refresh" from there. Also note that push is working great on my laptop, desktop, and webmail, just on my phone am having these problems. Also, even my calenders and contacts push instantly to my phone, only my MobileMe email is having issues.
First I checked the MobileMe service status on Apple's website and of course it was a beautiful shade of green which implied that there was no service interruption. I then start into a series of chats with different MobileMe support people. I went through mail support, sync support, and iPhone support. I have deleted the account and re-added it probably 20+ times now jumping through the hoops of the technical service reps. Finally I get someone to admit this isn't a typical problem and that they need to escalate the issue to a product specialist, which I am very happy to hear. The man tells me that I can expect to hear from someone within 4 days... 5 days go by and I hear nothing, so I make my way back to the chat room to see if there had been any progress. Of course no one knows anything and again they tell me that they need to escalate the issue. At this point I am very frustrated, not so much about the problem anymore but the service or lack thereof that I am receiving. This time I wait 8 days before going back to the chat room to inquire about the progress. Again no real information on what is going on with my case, just that "It has been escalated, and usually they fix the problems, sorry for the inconvenience". Really? Thats the best you can do? Is someone really working on my problem or am I just getting pushed to the side?
I have been a long time Apple customer and I constantly sell others on their products. I understand that they are having problems with MobileMe and I can deal with that, this is more of an inconvenience than a real big problem. My main issue is with the service that I have received. The fact that there is no way to track my problem or get help with it for that matter is unacceptable in my opinion. It seems that unless you have a simple problem that can be solved with whatever troubleshooting list the crack technical service team has been handed, you are all on your own.
I wish that there was another product out there that offered what Apple is offering with MobileMe with the same level of integration, but there isn't, and likely never will be, so I am stuck here waiting, hoping that Apple will find my problem and fix it. Until then I must check my email by hand every 10 minutes or so when I am away from my desk to be sure that I am not missing an important business message.
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