Wednesday, July 20, 2011

Support Arrogance

Everyone in IT has run into this.  While it's frustrating, it also makes for great jokes and lots of laughter-- later.

One example is Apple's naming of their support people "Geniuses".  Really?  I've rarely found one who was more than entry level.  I have many stories to tell of talking with Geniuses who didn't know what they were talking about.

Today:  Lion
I bought Lion via the App Store this morning.  It quickly accepted my purchase, then began downloading.  The download was crawling, even though we have very fast connections in failover configuration.  Finally, the App Store told me I lost my Internet connection.  A quick check proved that I still had a robust Internet connection, so I called Apple Support.

The AppleCare Genius I spoke with insisted that I had lost my Internet connection.  The problem was not Apple's.  I explained that our phone lines are not traditional lines, but are SIP trunks that connect over the Internet.  Thus they could not have told me our Internet connection was down in the call if it, in fact, was!  That didn't matter.

I suggested that Apple was merely being overwhelmed, causing the error.  I was told, after being put on hold and checking with their level two folks, that the problem was not Apple's.  It was definitely my Internet connection.

I just checked again, and I have more than 20mb of free bandwidth, but the App Store says it will take another 23 days and 14 hours to complete the download.

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