Apple's Code Level Support
Apple's Code Level Support
- Subject: Apple's Code Level Support
- From: Marcus Fehn <email@hidden>
- Date: Fri, 25 Mar 2005 20:49:19 +0100
Hi,
who do I turn to, if Apple's Code Level Support is unwilling to help? I
mean... dunno... maybe this guy on top left or whoever:
<http://developer.apple.com/membership/index.html>
Where do I go to?
Who can I contact?
Where do I get help (the coding type, he)?
See, we have filed an incident late October 2004, sample code and all.
We then received a rather strange, seemingly standardized reply a few
days later, which read along the lines of "make sure your computer is
turned on". From that day on we have received *nothing* but excuses and
hold-the-lines. At first, it was the holidays, then it was the other
holidays, then MWSF, then ist was -- wow -- "no news yet, sorry". And
now they don't even answer anymore!
We had a *very* serious problem with one of our applications, and we
had to hold back a rather important release because of it. If the Code
Level Support Team had just told us to "forget about it", dunno, maybe
because our problem was so stupid that they had to laugh about it all
day long or whatever, we would've forgotten about it and would've tried
to move on. But since they said "two weeks" and then again "next week"
and then "uh, just one more week" and then "hey we're currently at
MacWorld see all these lillies", we numb idiots waited and waited and
waited and waited and actually STILL do.
<kicks himself in the back>
Damn, I'm angry, can't you tell? The last mail I wrote I actually
*begged* for help, as in "please, please, pretty please, help, please".
I really did. And what did I get?
Sorry, we don't have any news yet for you.
(That's a quote.)
Now you know how long that took 'em? Guess! My request was sent on
February 1st. That overwhelmingly insightful and really... like...
fabulous reply arrived on February 24th. Three weeks later. Three
weeks! And since then? Nada. Needless to say, I'm stunned by that
eagerness, blinded by that "direct one-on-one support", "hands-on
assistance" and "helpful guidance" (again, quotes, see link at top).
So, who do I turn to now? Six months since our initial filing, six
months in which we had to deal with and tentatively hack around a buggy
LayoutManager which just didn't redraw a TextView properly. Yeah, it
sounds as simple a that, it may even sound embarrassing to some, but
who cares? We just wasted six months!
We *paid* for support, we *paid* for these incidents. We don't want our
money back, we want help. Someone to check the code, point his finger
and say: "That's it. You forgot to call xyz, smarty. And here's a typo,
btw, now let me get back to debugging Tiger, would'ya?"
If we'd live in the states, well, I'd probably just walk up Infinity
Loop, but how on earth do I get in contact with somebody at Apple who
obviously does not want to get contacted via e-mail, or who simply
returns all support request with a one-liner? We got people buying Macs
because of our product, it's not as if we're crying over a LoTR
screensaver.
Help.
Help!
He-eeelp!!!
Steve?
Avie?
Help.
Pleeeeeeeeeeeeeeeeeeease...
This list is my very last resort before turning to <sic> online forums,
so I hope somebody will listen and finally help or do anything like...
dunno... I just don't know anymore, really.
Help.
Please. Help.
Sorry, but we just don't know who else to turn to. Just don't know.
And what does the press care, anyway?
Greetz and again: Help! :(
Marcus Fehn
email@hidden
--
creative director
The Blue Technologies Group
http://www.blue-tec.com/
PS: A BCC of this mail goes to our contact over at Apple's Code Level
Support team. It's not like we're not trying...
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