Hello all,
Recently we had a discussion on the good and bad experiences that we
have when calling or e-mailing Apple. I said that my experiences were
not good. Well I had to call Apple Care for a problem that I had where
the get info, more info and my mail would freeze or crash trying to
access these items. I was on the phone with a level one rep. that did
not know what the problem was and had to send instant messages to
another tech in order to troubleshoot the problems. This was around
eight at night and Apple Care closed at nine. I spent all of that time
on the phone on hold with little help. Most of the time was spent
trying to gather information on the problem and the rep. conversing
with the tech. Needless to say I was pleased with the rep. and the way
he went about immediately getting another associate involved in the
troubleshooting process. As most of you know I still have not got the
problem fully resolved, but I am happy as pie with Apple. Not because
they offered me a new machine or a working copy of Leopard to replace
this one or anything, but because shortly after the Apple Care
department was closed I received a call. The call was from a level 2
tech that apologized for not being able to handle the call during
normal business hours and for having me on hold without any resolve to
the problem. We went through a number of test and found some fixes and
possible causes. I would like to thank Apple and this list for your
help and to publicly post my Apple help desk story.
Note: For Apple, below is my ticket number. Please forward this
message to the two individuals for me. Ticket Number: 87121340
