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MobileMe support issues

As Apple tries to regain their composure after the MobileMe launch debacle they’ve setup a special chat support service to help the 1% of MobileMe users who had email trouble (maybe more than 1% but that’s all Apple is admitting to).

Sounds good, right? It is…if it’s done correctly.

At least one user to attempted to get in touch with Apple support via this new chat service and was given this response almost immediately:

I’m sorry, according to our records, you were not one of the members affected by the email outage that began on July 18th. MobileMe Mail 24-hour chat support is a temporary measure designed specifically for users whose accounts were affected by that outage. For help, please visit http://www.apple.com/support/mobileme/ww for access to all of our support resources. I apologize for any inconvenience.

So according to Apple this user wasn’t affected, but they actually were, but since Apple doesn’t believe that they were they were bounced from the chat session.

If Apple’s records are wrong, that’s just one more thing that’s gone wrong for Apple lately. Sure, they’re increasing their market share and turned a huge profit so financially they’re doing very well, but combine this bad record keeping, the terrible MobileMe launch, the iTunes crash on iPhone 3G launch day, and the NDA that’s still in place for the iPhone SDK (for not good reason anyone can come up with) and you can’t help but wonder just what’s going on in Cupertino.

Steve’s been the one to run the show, calling all of the shots, and maybe his recent illness is forcing parts of the company to think for themselves, something they’re maybe not so used to?

Time will tell, I suppose.

[Via TUAW]


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