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: Sean Lemson <email@hidden>
- Date: Thu, 26 Apr 2007 13:23:42 -0700
My posts weren't "flames". Some of the posts I was responding to,
however, were.
Subjective. As I said, I felt they were condescending. I didn't
choose the word 'flame', that was already in the subject. I wish
they weren't put there by anyone on a forum discussion full of
professionals.
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.
Oh, I understood your post the first four times you said it. I would
take strong exception to that being the "quickest way" for someone to
get support, however.
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 felt apprehensive because I was afraid I was going to get a lecture
about not using Apple support vs a huge front line of Mac System
Administrators spread throughout the government. Oh wait. Too late.
I'm fairly convinced based on the immense amount of research being
done by the user community (sorry I didn't call AppleCare) that it's
going to take 10.4.10 to "solve my problem".
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.
LLNL has a "large" purchasing account with Apple, I suppose (though
it's no where near where it was) and that means I get good
responsiveness usually from Apple's sales side and the associated
Technical Engineer (whom I wrote to about this prior to writing to
the forum) but to my knowledge, the lab has not purchased the $20,000
contract for support. I do have service contracts on most of my
xServes, however. I would say that my last experience with AppleCare
professional support was not all that great. [Details spared for
brevity.]
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.
Prior to this, I can only recall two times I was burned by Apple on
updates. 10.2.3 and the ethernet driver issue. I think there was
one more but it's slipping my memory. So, I am actually quite an
advocate of updating machines quickly with a large amount of trust
and faith in Apple's QA. It's been a long time since I had a problem
with an update and I think it's a bit coincidental that there are
problems right after Leopard's release date was moved so that OS X
engineers could focus on the iPhone (a decision I support, btw).
That's why I postulated that they may be spread too thin.
You get the final word as the horse is dead as far as I can tell,
plus Tom is right. I have lots of work to do and I've spent way too
much time on this.
Sean Lemson
LLNL
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