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grorr76
31st August 2009, 11:27 AM
Yesterday I discovered my email was down I hadnt received an email in over 36 hrs. So I tested it by sending myself an email nothing dead. So I contact apple mobile me support on there chat. Nice enough guys they couldn't work out the issue so its esculated to an tech and evidently its been looked into, well thats what they said the second time I contacted them 14 hours later , My email is still down. NOT GOOD ENOUGH APPLE. I have been a customer of mobile me since 2005 seriously thinking of leaving. I cant not afford my email to be offline it is majorily used for my work rosters and the like.

What was even more alarming was the second time I chatted to mobile me support they were asking for my visa card number and various other things after the first time not doing this. :(

Exocet
31st August 2009, 12:00 PM
If your email is mission-critical for what you do, pay for your own domain and own servers. I've never understood people who rely on free, or relatively cheap solutions to run their business and then complain about the downtime.

gehenna
31st August 2009, 12:03 PM
Let's break this down though:

When you sent your test email, where did you send that from? And where were you checking? Are you using MobileMe on your desktop (Mail.app? Outlook? some other mail app?), or via the web app? Did you send the test email from your MobileMe account or from another provider (Gmail, Yahoo Mail, etc?).

Let us know exactly how you were doing things. Also I agree with Exocet - if you're reliant on email for business then you need to have your own email server or your provider that has a specific SLA with you that guarantees a certain percentage of uptime every year. As far as I know Apple don't have that kind of service guarantee which is why MobileMe is marketed as a consumer product not a professional service.

grorr76
31st August 2009, 12:14 PM
Let's break this down though:

When you sent your test email, where did you send that from? And where were you checking? Are you using MobileMe on your desktop (Mail.app? Outlook? some other mail app?), or via the web app? Did you send the test email from your MobileMe account or from another provider (Gmail, Yahoo Mail, etc?).

Using mobile me email on all platforms mail.app iphone and web
sent from my email to myself and from another account


Let us know exactly how you were doing things. Also I agree with Exocet - if you're reliant on email for business then you need to have your own email server or your provider that has a specific SLA with you that guarantees a certain percentage of uptime every year. As far as I know Apple don't have that kind of service guarantee which is why MobileMe is marketed as a consumer product not a professional service.

First problem ever with it. I do not agree a product you pay good money for is excusable to be down at all. Whether its consumer or anything else.

The techs are running tests on the system evidently im not alone with this issue theres a tread at apples support forums reporting others have the same problem.

Lets not be the typical apple "excuse them for everything" this isnt good enough . I hope its fixed soon.

Exocet
31st August 2009, 12:19 PM
First problem ever with it. I do not agree a product you pay good money for is excusable to be down at all. Whether its consumer or anything else.
You are not paying for a service which guarantees 100% uptime. You are paying for an email service, and as with any technology is is fallible. There will be periods of maintenance, there will be periods of downtime. It doesn't matter how "good" your money is, you get what you pay for.


Lets not be the typical apple "excuse them for everything" this isnt good enough . I hope its fixed soon.
I wouldn't care if it was Apple or Bigpond you were complaining about - the fact remains that you are not paying the big bucks required for a fault-free service. Apple as a brand has nothing to do with it.

Hell, I'm looking at my 3 Mobile Broadband prepaid box and it has very clearly "While every effort is taken to ensure minimal downtime, 3 Mobile Broadband is not suitable for those who require a fault-free service."

If email is important to you, then take hike up your pants, exercise some personal responsibility and cough up the money to a provider who offers 100% uptime, or an SLA to credit you for the costs incurred when it is down.

If you're running a business on a consumer plan, you're gambling with your business's reliability.

drzeus
31st August 2009, 12:20 PM
If your email is mission-critical for what you do, pay for your own domain and own servers. I've never understood people who rely on free, or relatively cheap solutions to run their business and then complain about the downtime.

While that is true to a degree, it is sadly inexcusable when a free service like Gmail can have almost business grade reliability yet the $120/yr Mobile Me can go offline for half a day or more at a time and people defend it as "Go buy your own server".

This year is my first time with Mobile Me and while I like some aspects of it, it seems when there is downtime they are MUCH slower to fix than other services.

If it was free then yes accept it as is but when you are paying a not insignificant amount yearly I think he has a point in expecting it to at least be repaired in a timely manner even if downtimes occur.

gehenna
31st August 2009, 12:27 PM
Lets not be the typical apple "excuse them for everything" this isnt good enough.

I don't think anyone here can accuse me of being from that school of thought - read through my posts.

However, you don't have a service level agreement with Apple guaranteeing uptime - this is the crux of the issue. Therefore you can't rely on the service for business critical operations. That is basic business sense, regardless of whether you think it right or wrong that a paid service has gone down. I've got several years worth of experience in disaster recovery for organisations ranging from staff of 12 to staff of hundreds, no matter what the size they always hosted their own email - be it on their own site or by paying for specialist hosting with contractual SLAs.

Either way, what were the answers to the questions I asked? If you can provide more information you may find you get a quicker solution from MacTalk than from Apple.

grorr76
31st August 2009, 12:48 PM
While that is true to a degree, it is sadly inexcusable when a free service like Gmail can have almost business grade reliability yet the $120/yr Mobile Me can go offline for half a day or more at a time and people defend it as "Go buy your own server".

This year is my first time with Mobile Me and while I like some aspects of it, it seems when there is downtime they are MUCH slower to fix than other services.

If it was free then yes accept it as is but when you are paying a not insignificant amount yearly I think he has a point in expecting it to at least be repaired in a timely manner even if downtimes occur.

here here and thanks, these arguments are just silly you actually speak sense
just being apple apologists. The whole service isnt down its me and a few others to be down for 14+ hours is shocking.
I am not buying a server. I just want this fixed. If it was happening to you and your email was lost by apple im sure you would be pissed to .
Not good enough. There not even keeping me up to date with news as they said they would when I spoke to them.


Should mention apple arnt even admitting there's a problem at the moment there site says all mobile me services running as normal.

gehenna
31st August 2009, 12:59 PM
just being apple apologists.

Well I can't say I didn't try. If you don't want my help, or to help yourself then I'll just leave it at that.

grorr76
31st August 2009, 01:43 PM
all im saying is mobile me still has major kinks that need work saying go get a server and the like is off topic and silly apple arnt a jesus company they have areas that need to be fixed namely mobile me . I love there products I have there services there computers but let call a spade a spade just fix the issue...
its now been down around 36 hrs and counting

grorr76
31st August 2009, 01:45 PM
I don't think anyone here can accuse me of being from that school of thought - read through my posts.

However, you don't have a service level agreement with Apple guaranteeing uptime - this is the crux of the issue. Therefore you can't rely on the service for business critical operations. That is basic business sense, regardless of whether you think it right or wrong that a paid service has gone down. I've got several years worth of experience in disaster recovery for organisations ranging from staff of 12 to staff of hundreds, no matter what the size they always hosted their own email - be it on their own site or by paying for specialist hosting with contractual SLAs.

Either way, what were the answers to the questions I asked? If you can provide more information you may find you get a quicker solution from MacTalk than from Apple.


answers were in the post. I use mail.app iphone and web based email all down all not working, for receiving mail, even apple couldnt work it out hence why its been escalated.

gehenna
31st August 2009, 01:57 PM
all im saying is mobile me still has major kinks that need work saying go get a server and the like is off topic and silly apple arnt a jesus company they have areas that need to be fixed namely mobile me . I love there products I have there services there computers but let call a spade a spade just fix the issue...
its now been down around 36 hrs and counting

I see, you put your answers to my questions into the quote in my post making it impossible for anyone to see them :)

You're saying MobileMe has major kinks in one breath, yet you say you've been using it for years and this is the first time you've had a problem....

No-one, least of all me, is defending the situation nor are we blindly saying that because you use an Apple service you need to bend over and take the downtime while smiling.

However, what we are saying - and will continue to say to anyone in the same circumstance - is that you cannot rely on a consumer service with NO SLA for business critical applications. Additionally if you DO rely on that service for business critical applications then you are making your own bed.

Apple have no contractual obligation to make sure your service is up for the standard corporate SLA period (usually 98%-99% uptime which equates to around 12/24hrs max downtime per year) and therefore you have no recourse should your business suffer because of the outage. That is all, and it's a simple sell I would think. If you want guaranteed uptime, and you want the ability to hold someone accountable when your business suffers, you need to get onto a business plan with a contract that you sight then sign off on.

Similarly if you went out to buy a mobile phone for your business, would you buy a prepay that has no guarantee of service uptime? Or would you sign up to a business plan where you can assign accountability to faults that occur on your dollar?

It's the same thing, so call a spade a spade if you like but IF the real problem here is that your business is relying on MobileMe for email, then the spade is not Apple, the spade is poor management of your resources.

As for the downtime you are experiencing - that's a different issue altogether and I'm sure no-one here disagrees with you that it is a huge inconvenience and a poor showing by Apple.