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Apple Apologizes For Bumpy MobileMe Start

by , 11:40 AM EDT, July 16th, 2008

Apple customers have complained about various glitches in the MobileMe launch, including incorrect billing for the trial period, delayed pushes and some lost data. On Wednesday Apple apologized and offered an olive branch.

Apple's Bill Evans told Macworld.com, "The .Mac to MobileMe transition was a lot rockier than we had hoped but everything is now up and running. We want to apologize to our loyal customers and express our appreciation for their patience by giving all current subscribers an automatic 30-day extension to their MobileMe subscription free of charge."

Michael Gartenberg, VP of research at Jupiter Research complimented Apple for acknowledging the problem, then offering a gesture of goodwill.

The MobileMe extension will appear in user accounts in the next few weeks, according to Jim Dalrymple at Macworld.

While Apple claims that everything is now "up and running," reports of some lingering problems are still arriving at TMO.

Observer Comments

Show: Subjects Only | Full Comments
Close Name:jimothy Posts: 600 Joined: 04 Jun 2004
Subject: Where's mine!

I haven't gotten this email yet, though a cow-orker has received his. I also haven't received the extension, though I'm sure it's coming.

Most interesting is the discussion of the term "push":

Quote

Another snag we have run into is our use of the word "push" in describing everything under the MobileMe umbrella. While all email, contact or calendar changes on the iPhone and the web apps are immediately synced to and from the MobileMe "cloud," changes made on a PC or Mac take up to 15 minutes to sync with the cloud and your other devices. So even though things are indeed instantly pushed to and from your iPhone and the web apps today, we are going to stop using the word "push" until it is near-instant on PCs and Macs, too.


There's speculation on the Interwebs that this means push is coming to Mac soon, but I expect it won't be here before Snow Leopard, as, if I'm not mistaken, push email has already been mentioned as a feature of that release.

I look forward to being proven incorrect, however.

Close Name:Dave -   TMO Staff Posts: 224 Joined: 11 Jun 2001
Subject:

Quote
jimothy wrote:
There's speculation on the Interwebs that this means push is coming to Mac soon, but I expect it won't be here before Snow Leopard, as, if I'm not mistaken, push email has already been mentioned as a feature of that release.

I look forward to being proven incorrect, however.


Push email has been in Leopard since day 1. If you go into Mail.app and enable the checkbox labeled "Use IDLE Command If The Server Supports It" you're good to go... if the server supports it. Up until recently, .Mac/MobileMe did not, though it likely does now.

IMAP IDLE, in a nutshell, keeps a persistent connection alive with the mailserver. When a new message comes in, the server tells your mail client to check for new mail.

Close Name:dux5 Posts: 112 Joined: 02 Jul 2002
Subject: also...

iCal at least does a pesudo push of data for published calendars. Whenever I update a calendar that is published to .Mac (and, from what I've read, this is still a .Mac legacy service) it does an instant sync.

So, if I make a change in iCal, the published calendar on the web at calendar.mac.com reflects the change pretty much instantly. The MobileMe page takes an hour to reflect the change (automatic sync in Tiger is every hour and my work machine is on 10.4 still).

All that is to say that the mechanism seems to exist in iCal at the moment to "push" the data to the cloud whenever a change is made. It just seems that iCal doesn't know that MobileMe exists.

If that's the case, I don't see why we'd have to wait for Snow Leopard for a reasonable resolution.

Close Name:geoduck Posts: 1846 Joined: 30 Dec 2003
Subject:

Well that's bloody good of them.
Not just the 30 day extension, though i like that. I respect that they were up front and said publicly it didn't go well. Some other companies *cough cough* MS steadfastly insist that everything is wonderful when it?s not *cough cough* Vista.

Close Name:jimothy Posts: 600 Joined: 04 Jun 2004
Subject: IDLE hands

Interesting. That checkbox is checked, and not uncheckable, for my MobileMe/.mac account, yet if I send an email to myself, it doesn't show up in Mail 'till I manually fetch it, or until the scheduled fetch runs. My iPhone, however, does get it right away.

It could be that my company's firewall is not allowing IDLE connections, as a wild guess.

View Name:Guest
Subject: Apple Apologizes
View Name:Guest
Subject: Subscribed calendars don't push
View Name:Guest
Subject: iWeb and MobileMe - broken
Close Name:wilf53 Posts: 34 Joined: 18 Oct 2007
Subject: The bad with the good

Well, still waiting for the e-mail, but otherwise it is a nice gesture, but I think I read somewhere that they said it is all working now - iWeb doesnʼt. I mean that it doesnʼt show my site at all, but begs me to create a new one.
Other than that, MobileMe is at least much faster than dot Mac was here in Europe earlier. The web applications are now so fast (for me) that I can begin to see some reason to use such instead of desktop apps, but they lack some still. Address completion etc.
I am at least satisfied with the 30 days extension. Wondering when the mail will arrive, though...

Close Name:farmerbob Posts: 23 Joined: 11 Apr 2003
Subject: But there's this and if true . . . TOTALLY UNACCEPTABLE!

From Apple:
I understand you still wish to use the "@mac.com" email alias for your email account and your aliases. You will still be able to use the @mac.com email suffix for at least the next 90 days. I cannot comment or make any promises for beyond that time frame. As the switch to MobileMe is tidied up, the time might change, but for now you will be able to use either @me.com or @mac.com.

myname@mac.com is all over the Internet as user IDs and mail replies. If it goes away there is no way that I can find everywhere it is. Plus @me.com doesn't cut it for enterprise use. Sending mail to my IBM and M$ colleagues is just another jab. But from me.com, how embarrassing.

Close Name:rwahrens Posts: 50 Joined: 19 Jul 2006
Subject: Prove it, farmerbob

Please give us an indication of where you heard that. all of Apple's communications so far about .Mac have given NO clues that the .mac addresses will go away.

You need to cite a source for that statement, and if possible, a direct link.

View Name:Guest
Subject: iWeb and MobileMe - fixed
View Name:Guest
Subject: Android Designs...
View Name:Guest
Subject: woops = last post...
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