Ok….  where do I start?

I spent several hours on Saturday waiting for support. Here’s how it went.  After an hour and half of initial waiting, I spoke to a Level 1 Support Technician.  After 15 minutes, I was immediately escalated to a Level 2 Support Technician.  After waiting an additional 30 minutes for Level 2 to pick-up, I got disconnected. So I waited for another hour for Level 1 to pick up again, just so I could be connected to Level 2… again!

Yawn!

Eventually, I did get through to a Level 2 Tech who was awesome, even if he wouldn’t volunteer any inside info about the problem.

He did take all my information and forwarded it to an engineer.  It included info about my OS and the type of IMAP Server I was trying to connect to.  Unfortunately, he could not give me any more information other than that “they are working on it”.   But he did give me his email and told me that if I didn’t hear back from him within 5 days, to give him a call or email him.

Today… 10/29/2007…

The Level 2 Support Technician called me back and asked if I could help by sending some information about my system.  Of course, I was more than willing to do that! I want this thing FIXED!

We spent an hour in a Terminal window and a special Apple utility that does many different things.  Of course… errors were being thrown all over the place so he he didn’t get everything he wanted from me…. at least not initially.   Although he hung up with me, I’m still working on getting him the info he requested.  I’m trying to get him the info from any of  my four computers I upgraded to Leopard.

At least they are “working on it” .

Philip Hayes is Phil is the CEO and a IT Solutions Consultant for Sirius Innovations, LLC. He has been a Mac user since 1990, when he bought his first LC for $2500 (monitor and printer not included). Although he is as proficient in Windows, he hands down prefers working on the Mac. He is currently operating off a Mac G5 tower and travels with a 17" Powerbook. He swears his new iPhone has made him 200% more productive than before.
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