Mac Support Central

Messages In This Digest (6 Messages)

1.: mail password From: ajboggle@gmail.com

2.1.: Re: Keeping up with Malware From: paul smith

3a.: Re: Screen Flickering on Macbook Pro & Customer Relations From: Larson
3b.: Re: Screen Flickering on Macbook Pro & Customer Relations From: Arjun Singhal

4.: Picture Uploading From: Michael Moloney

5a.: Re: iWeb problem From: Rick Branscomb

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1.: mail password

Posted by: "ajboggle@gmail.com" ajboggle@gmail.com jna1322

Sat Dec 3, 2011 9:44 pm (PST)

I have an imac, 2.4 GHz Core 2 duo running 10.6.8. I try to use Mail but I have had a long running problem with the password. Whenever I try to retrieve mail it asks for a password and won't accept anything I put in. I've tried changing the password and other solutions and sometimes it works for a while, but then it fails again. Any ideas?

Thanks,
Jim

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2.1.: Re: Keeping up with Malware

Posted by: "paul smith" kullervo@nycap.rr.com waldonny

Sat Dec 3, 2011 10:39 pm (PST)

Been using Macs since early 1996 myself. And I actually did get infected by a virus once, back in the OS 9 days.
It was the Sevendust (aka 666) virus. A rather feeble threat, but it did inspire me to buy and run Virex for a while.
However, I have never encountered another Mac virus since then.
--
PSmith
MacBook Pro, 2.4GHz Intel Core 2 Duo, 4 GB DDR2 SDRAM, OS 10.7.2 iPhone 4S 64 GB, iOS 5.0.1

On Dec 3, 2011, at 9:19 PM, OBrien wrote:

I remember that virus...never had it. I've been using Macs since 1986, and have never had any sort of virus, worm, trojan horse, or anything else. (I've never used any sort of anti-virus software.)

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3a.: Re: Screen Flickering on Macbook Pro & Customer Relations

Posted by: "Larson" pix@maksimo.de yovard@ymail.com

Sun Dec 4, 2011 12:55 am (PST)

On 30.11.2011, at 20:12, Arjun Singhal wrote:

>
> I recently floated a thread about the screen flickering problem on my MacBook Pro Late 2008 Edition. I submitted the notebook for the umpteenth time with the Authorized Apple Service Provider but haven't heard from them till now.
>
> What I'd like to check with others is on the behavior of customer relations towards customers?

To begin with let me say that I understand your frustration very well. One thing in your report is not clear to me though. Are you talking about the Apple company or just some authorized Apple Service Provider? Those two are not the same. You also talk about (authorized) resellers in India which add to my confusion. Based on my European experience we have a large number of authorized resellers here who may or may not be also service providers. Those resellers may be large or small, good or bad, depending on each individual company. When I buy a new Mac I'll go to a certain computer shop downtown which happens to be an authorized Apple service provider too. If my MacBook Pro needs repair they will repair it there. It is not Apple that repairs it. *If* on the other hand I decide to buy my computer directly from Apple it's more complicated. To begin with, I'll pay more but they will deliver the computer directly to my house door. If it has to be repaired Apple will repair it but I am not sure exactly *where* the repair will take place. The reason why I don't know is because I try to stay away from Apple. Their products and service is far too expensive compared to the same products and service provided by the authorized providers. Also, when I phone them, I'm never sure with whom I'm exactly talking. I am in Germany and when I call them I will be talking to a German speaking woman who is based in Barcelona (Spain!). If I decide to buy a computer directly from Apple she will write down my order and make the necessary arrangements so it can be sent to me within few days … directly from China !!!!

I don't like this, so I say: No thank you, Apple!

> they say that as of November 21st they have a changed policy for India, that replacements won't be provided to people living in India.
>
> Later, they came back to me that there has been a change in policy and that I must ship the notebook to Singapore in order to get the replacement that was due to me.

Isn't Singapore Apple's headquarters in Asia?

I understand that your notebook was still under warranty. Is that correct?

> Then, my call was transferred to an agent in Ireland who seemed surprised at the proceeds happening from the Singapore team of Customer Relations and mentioned that she would be writing a note to the team telling them to look at more options like shipping in the replacement from an alternate country, if they're having trouble shipping through Singapore

Interesting that your phone call was transferred to Ireland. Apple's headquarters in Europe used to be in Ireland. I remember vividly how surprised I was when I called Apple from Germany years ago and found out that the people who answered the phone were based in Ireland. Now my phone calls are transferred to Spain.

> What is startling is that Apple continues to ship products in India. (…)
> I (…) would like to learn from others what they think about what I am going through (…) Especially when they are ready to offer me that service if I ship the product to them in Singapore at my cost and risk?

Search for email lists for Mac users in India. There used to be a few Yahoo groups for Indian Mac users (such as LathaHR_com and imug · India Mac User Group), some of these groups may still be active, others are defunct.

If I were you I would also consider subscribing to philmacs which is a Yahoo discussion list for Filipino Mac Users and Mac users in the Philippines. I can't tell you whether they are still active, I used to be there several years ago and it was a good group. I know that several expats living in the Philippines use to buy their Macs from Singapore.

I suppose you have already been here?

http://www.apple.com/in/support/
http://support.apple.com.au/wts/in/

> Regards,
> Arjun

By the way, your name reminds me of Arjuna, the great archer in Mahabharata. Is it the same name?

Anna

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3b.: Re: Screen Flickering on Macbook Pro & Customer Relations

Posted by: "Arjun Singhal" arjunsinghal@yahoo.com arjunsinghal

Sun Dec 4, 2011 1:30 am (PST)

I am based in India. Apple does not have a direct sales outlet in this country and sell its products only through premium resellers - which are smaller outlets as compared to the 350 or more Apple stores that are Apple owned worldwide. Some of these resellers are also trained by Apple professionally and provide the service necessary for Apple products.

For iPhones, iPads and iPods, if there is a hardware defect, the units are generally replaced, and the Apple company does that directly by co-ordinating with the end user at his/her residence. For this, the unit has to be under the Apple warranty - either the standard warranty that comes with the unit or the Apple Care Protection Pack which is purchased separately.

For the laptops, they replace units in case there is a manufacturing defect found within the first 14 days (that's the policy I've been told) or the unit has been under unsuccessful diagnosis and repair at the Apple Authorised Service Center. In case a replacement is needed, the Apple company coordinates with the user at the residence and arranges for the replacement by mail.

But these replacements are also managed through authorised resellers, and in my case since I have been an extensive apple user, using their products for my business and home, I have experienced very good service levels so far.

For all support that happens over the phone, we need to call Apple Service directly on their toll free numbers, and often the wait queue is very long. And yes, from India we have to speak to an English speaking officer who is either based out of Bangalore (for the first level of service) and in case they are unable to resolve the issue, then the call is escalated to their regional office open at that hour - which these days seems to be like Singapore (and earlier it was Australia). My call has also been routed to Ireland in the past weeks when I have been running around in circles. At the second level of escalation, the service agents do communicate their email IDs and direct phone numbers, but the problem is, they are still apple employees, and I had a very bad experience this time.

In fact the customer relations manager from Ireland assured me multiple times that she would be calling me back with a solution as she could see a long history of repairs on my unit, and could relate that I needed a replacement, but she didn't call me back. I e-mailed her a couple of times as well, and was expecting a call back but it didn't happen.

I have been facing the problem on my Macbook Pro since May this year, and since I am into the third year of the Apple Protection Service, I do not qualify for phone support to begin with. Naturally, I had to take the unit in to an Authorised Repair Center, where the trained engineers looked into it, but were unable to solve the problem. Must mention that at all times, their behavior is very calm and they seem to be wanting to help the customer, but at the end of it, I didn't get the service I needed. When I got the unit back, it started giving trouble time and again, and this became a great cost, because every time I had to unload a whole bunch of data, and you can't believe it, but I have spent about two weeks now just trying to remove the redundant documents that have been created as a result of all the back ups for the service I have needed. This is a great cost to me.

Customer Relations means apple company, but Authorised Resellers are small time business enterprises that are apple trained vendors who provide solutions. Since we use quite a few computers in office, it is but necessary to work with a vendor who can advise on the best solutions we need to manage the small enterprise we have and expand infrastructure as we grow. But the back and forth that I've had to go to has been really demotivating and spoilt the entire ownership experience that everyone proudly shares as being an Apple user.

Regards,
Arjun
blowtrumpet.com

On 04-Dec-2011, at 2:25 PM, Larson wrote:

>
> On 30.11.2011, at 20:12, Arjun Singhal wrote:
>
>>
>> I recently floated a thread about the screen flickering problem on my MacBook Pro Late 2008 Edition. I submitted the notebook for the umpteenth time with the Authorized Apple Service Provider but haven't heard from them till now.
>>
>> What I'd like to check with others is on the behavior of customer relations towards customers?
>
> To begin with let me say that I understand your frustration very well. One thing in your report is not clear to me though. Are you talking about the Apple company or just some authorized Apple Service Provider? Those two are not the same. You also talk about (authorized) resellers in India which add to my confusion. Based on my European experience we have a large number of authorized resellers here who may or may not be also service providers. Those resellers may be large or small, good or bad, depending on each individual company. When I buy a new Mac I'll go to a certain computer shop downtown which happens to be an authorized Apple service provider too. If my MacBook Pro needs repair they will repair it there. It is not Apple that repairs it. *If* on the other hand I decide to buy my computer directly from Apple it's more complicated. To begin with, I'll pay more but they will deliver the computer directly to my house door. If it has to be repaired Apple will repair it but I am not sure exactly *where* the repair will take place. The reason why I don't know is because I try to stay away from Apple. Their products and service is far too expensive compared to the same products and service provided by the authorized providers. Also, when I phone them, I'm never sure with whom I'm exactly talking. I am in Germany and when I call them I will be talking to a German speaking woman who is based in Barcelona (Spain!). If I decide to buy a computer directly from Apple she will write down my order and make the necessary arrangements so it can be sent to me within few days … directly from China !!!!
>
> I don't like this, so I say: No thank you, Apple!
>
>> they say that as of November 21st they have a changed policy for India, that replacements won't be provided to people living in India.
>>
>> Later, they came back to me that there has been a change in policy and that I must ship the notebook to Singapore in order to get the replacement that was due to me.
>
>
>
> Isn't Singapore Apple's headquarters in Asia?
>
> I understand that your notebook was still under warranty. Is that correct?
>
>> Then, my call was transferred to an agent in Ireland who seemed surprised at the proceeds happening from the Singapore team of Customer Relations and mentioned that she would be writing a note to the team telling them to look at more options like shipping in the replacement from an alternate country, if they're having trouble shipping through Singapore
>
> Interesting that your phone call was transferred to Ireland. Apple's headquarters in Europe used to be in Ireland. I remember vividly how surprised I was when I called Apple from Germany years ago and found out that the people who answered the phone were based in Ireland. Now my phone calls are transferred to Spain.
>
>> What is startling is that Apple continues to ship products in India. (…)
>> I (…) would like to learn from others what they think about what I am going through (…) Especially when they are ready to offer me that service if I ship the product to them in Singapore at my cost and risk?
>
> Search for email lists for Mac users in India. There used to be a few Yahoo groups for Indian Mac users (such as LathaHR_com and imug · India Mac User Group), some of these groups may still be active, others are defunct.
>
> If I were you I would also consider subscribing to philmacs which is a Yahoo discussion list for Filipino Mac Users and Mac users in the Philippines. I can't tell you whether they are still active, I used to be there several years ago and it was a good group. I know that several expats living in the Philippines use to buy their Macs from Singapore.
>
>
> I suppose you have already been here?
>
> http://www.apple.com/in/support/
> http://support.apple.com.au/wts/in/
>
>
>> Regards,
>> Arjun
>
> By the way, your name reminds me of Arjuna, the great archer in Mahabharata. Is it the same name?
>
>
> Anna
>
>
>
>
>
> ------------------------------------
>
> Group FAQ:
> <http://www.macsupportcentral.com/policies/>
>
> Yahoo! Groups Links
>
>
>

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4.: Picture Uploading

Posted by: "Michael Moloney" Michael.Moloney@gmail.com moloney_mj

Sun Dec 4, 2011 3:50 am (PST)

Hi there,

Does anyone know of any good picture uploading programs (eg for F/book etc)?

Thanks.

Regards,

Michael Moloney

Email: michael.moloney@gmail.com

[Non-text portions of this message have been removed]

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5a.: Re: iWeb problem

Posted by: "Rick Branscomb" ebranscomb@gmail.com ebranscomb

Sun Dec 4, 2011 3:51 am (PST)

The web counter in iWeb only works on sites published to MobileMe--if you're not, use one of the other free web counters available from the web. Just Google it and you'll get a ton of choices.

On Dec 3, 2011, at 8:03 PM, caribsea@bellsouth.net wrote:

> I insert a Web counter on the pages and save but it does not appear on the site. Can't figure it out. Any ideas?
>
> Willi
> iMac OS10.6.8
>
>

---
Rick Branscomb
Professor, English
Salem State University
Salem, MA 01970

ebranscomb@mac.com | ebranscomb@gmail.com
http://www.salemstate.edu/~rbranscomb/

[Non-text portions of this message have been removed]

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