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Technology Stocks : Apple Inc. -- Ignore unavailable to you. Want to Upgrade?

To: HerbVic who wrote (70583)	10/31/2007 12:09:01 AM
From: inaflash	Read Replies (2) \| Respond to of 213185

This is hilarious! Service and quality control has gone to shit! It's not surprising, and if you're persistent, you'll get your $20 back. You just have to reach someone who understands the problem. [see my previous complaints about poor quality control with Leopard killing Macs and firmware upgrade killing iPod Classic] Message 24005178 Maybe you could start over and just ask what they know, like what you were charged and what emails you were charged for. If the fellow or lady who sees the discrepancy understands 1+1=2 and not 4, then you might just have your resolution. Otherwise, expect to escalate this many levels up before someone reasonable understands. Dispute your credit if need be to get their attention. That usually gets someone who's fairly competent working on the situation. Please keep us updated on the situation and keep us entertained.

To: HerbVic who wrote (70583)	10/31/2007 3:10:21 AM
From: clean86	Read Replies (1) \| Respond to of 213185

Re .Mac billing Issues. Herb, Welcome to Apple Support Hell! I hope they get it corrected before you go postal. As a side note turn off auto renew. You should never pay more then $69.95 for .Mac ever. If you buy a new Mac they give you a $30 rebate if you buy a boxed .Mac with the computer then you just add the activation number and your good to go. All you would have to pay is the $20 for the extra 2 email accounts. I think if I remember from my time as an Apple retail person that you can get the family pack for $30 bucks off as well if you get that with a new computer. I purchased my last 2 years of .Mac at the Thanksgiving sale for $68 you can buy the copies then for a discount as well. In either case you save money but have to take the time to time your shopping. Hopefully you'll get the support Apple used to be famous for before. Clean

To: HerbVic who wrote (70583)	10/31/2007 9:06:50 AM
From: Stock Puppy	Read Replies (1) \| Respond to of 213185

May or may not help if you imagine the responses read with a heavy funny foreign accent...( which might not be far from the truth)

To: HerbVic who wrote (70583)	11/1/2007 11:12:07 PM
From: HerbVic	Respond to of 213185

Last chapter of .Mac Billing Issues. On Nov 1, 2007, at 6:00 PM, .Mac Support wrote: Hi Herbert, I sincerely apologize for the misinformation in the previous email. You are absolutely correct in that you have been charged for two unassigned email-only accounts. My name is Lauren and I have canceled the two unassigned email-only accounts tied to your .Mac account herbvic. Please know that your assigned email-only accounts (miltvick------ and streydog1-------) have remained unaffected by this cancellation. In 24 to 48 hours, Apple will issue a full refund. You should see the full refund, which will be issued in two total parts (first: the pro-rated refund, second: the remaining balance), within three to five business days. Please contact your credit-card company if you have questions about when the credit will be posted to your account. In regards to why you were charged for these accounts even after you had deleted the email addresses that were occupying these slots, please allow me to explain how email-only accounts are assigned. It may help to think of these accounts as "seats," similar to season tickets for a sporting event or the symphony. Once you've purchased the seats, you either use them or they remain vacant. As with a seat, you can assign your .Mac email-only account to someone. You can also unassign it, leaving it "vacant," or you can assign it to someone else. During the year of your membership, you can assign, unassign, and reassign the account as many times as you like. I hope this information has been of help to you, Herbert, and I thank you again for your understanding. Please do not hesitate to respond to this email if you have any further questions or need additional assistance. I will be more than happy to help in any way I can. Have a great day. Warm Regards, Lauren .Mac Support apple.com mac.com >>>>>>>>>>>>>>>>>>eom<<<<<<<<<<<<<<<<<< On November 1, 2007, at 11: 06 PM, Herbert Vickers wrote: Dear Lauren at .Mac Support, Thank you so much for taking the time to read and understand the correspondence regarding my billing dilemma. It is too often these days that, in attempting to communicate with a large faceless corporation through email, the experience turns very frustrating simply due to an employee's excessive use of boiler plate responses and failure to understand that their objective is to achieve resolution and not redirection. Thanks also for taking the time to explain the seat analogy. However, this points out a void in the customer interface for .Mac services that is in need of repair. Any time a corporation establishes an automated billing relationship with customers for multiple Internet services, it is imperative that there be an online communications method, not only for the establishment of services, but also for the termination of individual services. Not to do so does nothing to build trust, and everything to destroy that trust. I realize that this is a cutting edge technology, and Apple is still in the process of establishing the methods and protocols, procedures and interfaces for the .Mac service. It is with that in mind that I point out this shortcoming, in the hopes that it will be remedied. Warmest regards, Herbert Vickers