Apple’s .mac service changeover to MobileMe was a complete debacle. The system was down for more or less the day before the iPhone 2.0 launch and for that entire day. If you rely on your .mac account for your email, like a lot of independent consultants and graphic design professionals, that downtime cost you real money.
I’ve got a .mac account for backup and file exchange purposes, so the downtime was more of an annoyance to me than anything. I didn’t expect anything from Apple, except an update telling me that everything was stable and an apology.
To my surprise, I got an email apologizing as well as a free month of service. Smart customer service move by Apple which, like L.L. Bean, knows service. The cost of providing that extra month of service is ~$0 and should easily pay for itself in forgone churn.
Nice job, Apple. Email from Apple is after the jump.
We have recently completed the transition from .Mac to MobileMe. Unfortunately, it was a lot rockier than we had hoped.
Although core services such as Mail, iDisk, Sync, Back to My Mac, and Gallery went relatively smoothly, the new MobileMe web applications had lots of problems initially. Fortunately we have worked through those problems and the web apps are now up and running.
Another snag we have run into is our use of the word “push” in describing everything under the MobileMe umbrella. While all email, contact or calendar changes on the iPhone and the web apps are immediately synced to and from the MobileMe “cloud,” changes made on a PC or Mac take up to 15 minutes to sync with the cloud and your other devices. So even though things are indeed instantly pushed to and from your iPhone and the web apps today, we are going to stop using the word “push” until it is near-instant on PCs and Macs, too.
We want to apologize to our loyal customers and express our appreciation for their patience by giving all current subscribers an automatic 30-day extension to their MobileMe subscription free of charge. Your extension will be reflected in your account settings within the next few weeks.
We hope you enjoy your new suite of web applications at me.com, in addition to keeping your iPhone and iPod touch wirelessly in sync with these new web applications and your Mac or PC.
The MobileMe Team
Please review the MobileMe Terms of Service.*
*Please note these MobileMe Terms of Service replace and supersede the prior .Mac Terms and Conditions.
MobileMe is available to persons age 13 and older.
Copyright © 2008 Apple Inc. 1 Infinite Loop, MS 303-3DM, Cupertino, CA 95014.
You are receiving this email from Apple to notify you of service information regarding your MobileMe account.