Apple’s MobileMe Team apologizes to customers, gives users free 30-day extension

Apple has sent out the following email to MobileMe customers:

MobileMe services are now available

We have recently completed the transition from .Mac to MobileMe. Unfortunately, it was a lot rockier than we had hoped.

Although core services such as Mail, iDisk, Sync, Back to My Mac, and Gallery went relatively smoothly, the new MobileMe web applications had lots of problems initially. Fortunately we have worked through those problems and the web apps are now up and running.

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.

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. Your extension will be reflected in your account settings within the next few weeks.

We hope you enjoy your new suite of web applications at me.com, in addition to keeping your iPhone and iPod touch wirelessly in sync with these new web applications and your Mac or PC.

Thank you,
The MobileMe Team

Apple’s MobileMe: 30-day Extension Eligibility and Details are here.

“At the very least, Apple should add a week to every .Mac subscriber’s term of service. An apology would be nice, too.” – MacDailyNews Take, Monday, July 14, 2008

Good job, Apple. An extra month is above and beyond the call of duty, but we’ll take it!

MacDailyNews Note: By editing the AutoSyncInterval in your home directory’s .plist file you can increase the frequency of Mac to MobileMe sync to as low as one minute. More info via Mac OS X Hints here.

101 Comments

  1. @annoyed

    Push is a term which is usually associated with mobile phones (as far as I know).

    Mobile me.com does indeed push messages immediately to iPhones & iPod touches and vice versa.

    Is the fact that Mobile me.com does not (yet) push to computers quickly a legitimate cause for your “annoyance”?

  2. OK, so as not to be classed with the other whiners … my particular complaint regards a feature that used to work, now OUGHT to work, but does not.
    Randian, you should give annoyed a bit of a break. He caught a “Marketer” stretching the truth and it bothers him. My wife gets ticked about this all the time – seriously regrets that some of the best brains in our nation are devoted to “spinning” the facts to convince us to buy one indistinguishable product instead of another. What proof do you have that your diagnosis is correct? I’m not saying you are wrong, just wondering if you are guessing.

  3. This is certainly a nice start, but it’s definitely NOT going above and beyond the call of duty. Push e-mail STILL doesn’t work on my iPhone, and there are still other minor issues with the service. MobileMe is definitely not anywhere near 100% up and running yet unfortunately.

  4. @Randian

    so how much Apple marketing kool aide have you consumed? BTW I’m a Mac user so STFU. You’d eat feces if Steve Jobs told you it was a special Apple chocolate.

    Plain and simple … Apple’s marketing efforts stretch the truth and the company gets away with it.

    So what ever came of the Leopard Top Secret Feature?

  5. Well I must be the only person who is happy with the 30 day extension.

    I’ve been a member since iTools, I’ve even got my first name @mac.com so my email address is pretty cool…

    It has been a rocky few days, but Apple are aware of the problem, are working on fixing it, and have given all members another 30 days membership. What more do people expect?

    Whenever I see things like this, I always think of this…

    Rome wasn’t built in a day.

    Maybe some people should think about that before spouting their diatribe.

  6. I haven’t received this email from Apple yet and my account has not yet been extended for 30 days. And I’m still having problems syncing with MobileMe, even after following all the steps in Apple’s technical support articles! My MobileMe system preference says that everything synced successfully, but the MobileMe website does not reflect my current informaion… it is outdated info on the MobileMe website.

  7. The problems with MobileMe are sporadic but still very real. They seem to be individually tied to certain accounts, because some still can’t receive push contacts, calendars or bookmarks on their iPhones even though I can. And others still aren’t receiving their push e-mail either. Apple still has a lot of work to do getting all of the bugs out of this service. A 30 day free extension was the least they could do all things considered.

  8. @Ron & Macromancer:

    When I’m blowing 100 bones every year for a service that hosts personal and professional services, I expect it to work.

    The fact of the matter is Apple screwed the pooch on this one big-time. A 30 day extension is nice, but the service is still BROKEN. Outages are daily, syncing and iLife gallery integration are down (at least for me), and of course, the “push” fiasco.

    At least they apologized, but I’d rather they just get their shit together.

  9. Agreed, I’m happy about the 30 day extension, but not so happy that Apple has said everything is working now.. It clearly isn’t..

    It’s very sporadic. Some appts push instantly, some still haven’t pushed from last night. Deleting an event from me.com removed it from my iPhone but left it in iCal.. It’s not there yet..

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