Anyone here have any tips for dealing with Apple s... - Page 2

Abrowneyegirl · ‎03-15-2010

I have to agree with others have said Apple Support is NOT what it used to be and unfortunately no one else will will support an Apple product.

If you have a cell phone you can walk into any provider and get basic help and support for your Smartphone unless it is an Iphone- they take great joy in sending you off to Apple bye-bye. Our closest Apple store is 45 mins away.

Now of late I hear the same comments, they are more about pushing sales of the newest product then helping you with your 'dated' piece of equipment. With Apple anything over 7 days old is vintage. (LOL!)

It is one thing to buy an inexpensive item and get poor CS but to spend top $$$? No thank you. Their 'new business model' is not a great idea.

We have less and less Apple products........

gardenman · ‎03-09-2010

The key to getting good computer support is to clearly define the problem. What exactly is wrong? What error messages are you getting? How long has the problem been going on? Is it getting worse? Is the problem constant or does it come and go? The more clearly you can define the problem, the more likely you are to get a solution. You aren't having a unique problem. Whatever problem you're having, someone else has had before. There are literally billions of computer users out there and whatever issue you're having, multiple people have had before and the answer is out there somewhere.

Computer techs these days are typically minimally trained and simply follow a script.The script is typically designed so the tech can get yes or no answers to questions and at the end the solution will be clear. The problem comes when someone answers a question wrong. If you say yes instead of no when the "right" answer is yes then the script takes the wrong path and may never get back on the right path and you may never get a solution.

Fly!!! Eagles!!! Fly!!!

september · ‎03-09-2010

The problem is that everything freezes up if I've left it idle for about 5 minutes. I have to force it to shut down. Yes, I have tried all their suggested fixes, and none of them have resolved the problem.

I'll just try showing up at the store on Monday or Tuesday to see if they can fit me in.

Thanks for your answers, everyone!

lovinglife · ‎03-18-2010

Perhaps this is your issue...

A large number of MacBook Pro owners running OS X El Capitan are reporting widespread system freezes since installing the 10.11.4 update to Apple's Mac OS. The problem appears to be concentrated on 13-inch Retina MacBook Pros (Early 2015) running 10.11.4. Users report that their system becomes totally unresponsive at seemingly random times, with no way to regain access to their Mac other than to force a hard reboot. The issue was initially reported by MacRumors forum member Antonnn on March 25, four days after Apple released what is the third update to the Mac OS. In Antonnn's case, the freezes have been occurring "about once a week," first when browsing in Safari, but then also during the use of other Mac apps, including Adobe Photoshop and several third-party browsers. The freeze seems to affect not only the screen and mouse cursor but also the Mac's Force Touch trackpad, which completely loses feedback. Apple Support is apparently aware of the issue but have so far offered no concrete solution. Meanwhile, some users have resorted to downgrading their system to 10.11.3 by restoring from a Time Machine backup or performing a clean install.

violann · ‎03-10-2010

@gardenman wrote:
The key to getting good computer support is to clearly define the problem. What exactly is wrong? What error messages are you getting? How long has the problem been going on? Is it getting worse? Is the problem constant or does it come and go? The more clearly you can define the problem, the more likely you are to get a solution. You aren't having a unique problem. Whatever problem you're having, someone else has had before. There are literally billions of computer users out there and whatever issue you're having, multiple people have had before and the answer is out there somewhere.

Computer techs these days are typically minimally trained and simply follow a script.The script is typically designed so the tech can get yes or no answers to questions and at the end the solution will be clear. The problem comes when someone answers a question wrong. If you say yes instead of no when the "right" answer is yes then the script takes the wrong path and may never get back on the right path and you may never get a solution.

Absolutely agree with this. If/when I have problems, MY biggest problem, and it is only MINE, is .that I don't have the vocabulary/expertise to describe what's happening This is strictly ON ME, because our Apple Store has terrific er ice, and at least in the last 5 or more years, always has.

I despise acronyms (almost all of them) so I'm pretty much out of that loop, but if I TELL my service person right at the outset, it helps my service person to communicate with me, and with them.

If I am REALLY FLUMMOXED by a problem, I make my appointment and take it to the Genius Board at the Apple Store EVEN IF THE PHONE SERVICE HAS TRIED TO DISCOURAGE ME FROM DOING SO. They are doing their job (trying to solve problems with the phone service) and I am doing mine (getting a solution for my problem), so I figure if I'm the most ignorant client they have in a given day, they probably have a lot more savvy people too, so I have to get the service I need, whether out of my ignorance or not.

I had one problem in the last few months, and the person who gave me what I considered (at the time) a hard time was really just doing his job, and I was reacting from stress.

Even with that one difficulty, I would ten thousand times rather deal with Apple/Mac than with Seamus O'Brien from half the world away whispering to me in his thick, sarcasm laced fast spoken Asian accent, talking about a PC.

september · ‎03-09-2010

@lovinglife, thanks so much for posting that. Yes, that describes it rather well, except that it happens every time I leave it idle......so I was going through it 5-6x/day. Now I'm just avoiding using this, or shutting it down if I expect it to be idle.

Interesting that none of the phone techs seemed to be aware of this.

september · ‎03-09-2010

@violann...I hear you on the acronyms. How about this one---NVRAM? Now I know what it is: Non-volatile random access memory! (but that wasn't the problem)

I did have good experiences with Apple phone support several years ago, when I had an issue with an ipad.

Like other posters have mentioned, they seem to be slipping.

glb613 · ‎03-09-2010

@september wrote:
@lovinglife, thanks so much for posting that. Yes, that describes it rather well, except that it happens every time I leave it idle......so I was going through it 5-6x/day. Now I'm just avoiding using this, or shutting it down if I expect it to be idle.

Interesting that none of the phone techs seemed to be aware of this.

Have you tried turning off the screen saver? How many program are running at the time this happens? How much memory is installed?

gardenman · ‎03-09-2010

@glb613 wrote:
@september wrote:
@lovinglife, thanks so much for posting that. Yes, that describes it rather well, except that it happens every time I leave it idle......so I was going through it 5-6x/day. Now I'm just avoiding using this, or shutting it down if I expect it to be idle.

Interesting that none of the phone techs seemed to be aware of this.
Have you tried turning off the screen saver? How many program are running at the time this happens? How much memory is installed?

It does have a "screen saver" type feel to it. Turning that off may just solve the problem.

Fly!!! Eagles!!! Fly!!!

glb613 · ‎03-09-2010

@gardenman wrote:
@glb613 wrote:
@september wrote:
@lovinglife, thanks so much for posting that. Yes, that describes it rather well, except that it happens every time I leave it idle......so I was going through it 5-6x/day. Now I'm just avoiding using this, or shutting it down if I expect it to be idle.

Interesting that none of the phone techs seemed to be aware of this.
Have you tried turning off the screen saver? How many program are running at the time this happens? How much memory is installed?
It does have a "screen saver" type feel to it. Turning that off may just solve the problem.

That's what I think. All it takes is one corrupted photo and it will lock up your computer.