Re: [Fed-Talk] Re: Response to 'A Flame' and Problems Waking Machines After 10.4.9
Re: [Fed-Talk] Re: Response to 'A Flame' and Problems Waking Machines After 10.4.9
- Subject: Re: [Fed-Talk] Re: Response to 'A Flame' and Problems Waking Machines After 10.4.9
- From: Roy Mendelssohn <email@hidden>
- Date: Thu, 26 Apr 2007 11:39:32 -0700
I don't mind flames. I mind Apple's snafu.
Enterprise Applecare costs $5000-$17,000. We do not have that kind
of money . I am glad you do. We have basic Applecare support -
which takes many levels of and a lot of time to get to a
knowledgeable person.
BTW - My agency's Apple rep has no problem contacting me when he
wants me to buy something - but when Apple fries my server, there is
silence. My app does read this list and could have responded.
-Roy M.
On Apr 26, 2007, at 11:32 AM, Dave Schroeder wrote:
On Apr 26, 2007, at 11:59 AM, Sean Lemson wrote:
I'm a little disappointed in the condescending tones on the list
folks. I'd like to think of this list as a place to get support
amd help, not a lecture or sarcasm about someone's knowledge
level. Dave, I don't know you personally so this isn't a judgment
of your character, but your comments are coming off (to me anyway)
as very condescending. You've spent more time and energy
criticizing Mike than helping him with his problem.
My posts weren't "flames". Some of the posts I was responding to,
however, were.
The quickest way for the person in question (it wasn't Mike) to get
help would have been by going through proper enterprise support
channels. Ironically, even though I have mentioned that several
times, no one has spoken to that fact, or even confirmed whether
they have *tried* (or have access to) that channel.
I'm feeling apprehensive about posting what I'm about to now
(which is unfortunate) but I'm going to anyway [Flame-proof suit:
ON]:
Why feel apprehensive? Or more to the point, why are you not using
actual support channels that might actually be able to solve your
problem?
I'm having problems with several of my machines and the machines I
support not being able to wake up after being put to sleep. The
only way to get them back is to hold down the power key and
reboot. This started after the 10.4.9 update and I've seen lots
of traffic on several posts in Apple's forum discussions about
this pretty much confirming my belief that the 10.4.9 update is
causing the problem. Is anyone else noting this?
Have you contacted AppleCare? LLNL has a rather quite large account
with Apple; have you contacted your account channel or account
systems engineer? Again, discussion boards, other anecdotal
evidence of people having problems, and fed-talk is not the place
for support. This doesn't mean you can't post a query here; you
absolutely can. Someone may even respond with a "me too" or a
solution to your issue. But if you want the issue to actually be
solved, Apple Enterprise Support, another AppleCare channel, or
your account channel are the mechanisms that should be the your
first line of defense.
Again, I'm not saying anyone can't post whatever they want to fed-
talk. Mailing lists and various community forums are good ways to
get informal support and help. But the *expectation* of some kind
of support from a list like this, from Apple itself no less, is
simply not correct.
I'm not one to speculate, but is it possible that the OS X
engineers are stretched a bit too thin over at Apple? It seems
like Q&A has dropped a bit.
Every time someone has a problem since 10.0.0, people keep saying
"it seems like QA has dropped". I have noticed no significant
difference in six years, and, if anything, QA has markedly improved
in many areas. Of course, problems still remain, but people having
problems on discussion forums or carping on MacFixIt are not a
metric via which the situation should be judged.
- Dave _______________________________________________
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