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http://www.macnn.com/articles/01/09/05/apple.online/

Apple online support suffers from 'slowness

updated 03:20 am EDT, Wed September 5, 2001

 
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Apple has acknowledged technical issues with its new Web support system that requires users to sign-in each time, noting that changes were made a few weeks ago to the login procedure for security purposes. It, however, has posted a few workarounds to help achieve better performance and is "working to restore the ability to set Apple ID from signin shortly."


by MacNN Staff

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  1. DarkVader

    Fresh-Faced Recruit

    Joined: Sep 2001

    0
    09/05, 05:29am | report spam | Reply |

    kbase

    It seems that every time Apple makes a change to software updates, tech info, or whatever, things get harder to use, harder to find, and generally more of a pain.

    I'm not opposed to change, only to change for the worse. At least they're admitting they broke something this time. Now if they could just fix it right (kill this signin stuff, give us indexes that work, lists of what they change/add, and maybe really useful stuff like parts lookups by serial number....)

    OTOH, ftp.apple.com still works for now.

    first post?

  1. Charles A

    Fresh-Faced Recruit

    Joined: Jan 2001

    0
    09/05, 06:22am | report spam | Reply |

    And if only..

    If only they would explain why the h*** they introduced it, people might feel better disposed. As it is, it's just a barrier. A classic big company mistake: introduce something but fail to explain to the people who'll actually use it why you've done it.

    You are not the first post! *I* am the first post!

  1. zac4mac

    Mac Elite

    Joined: Oct 1999

    0
    09/05, 09:31am | report spam | Reply |

    grrrrrrrrrr

    Ya no kidding. I haven't been able to get to "AppleCare" in weeks. It doesn't like my password and I can't change it either. Keeps jamming me for cookies(they are on) in both Netscape and Internet Exploder. Good thing I don't have to go there much these days. I still remember the days of 24/7 phone help. Change for the worse sux...

  1. kerryb

    Fresh-Faced Recruit

    Joined: Aug 2001

    0
    09/05, 09:32am | report spam | Reply |

    Apple as big brother

    Somebody please tell me why I must "sign in" to get information about the OS or machine I'm using! Why does Apple need to identifiy each visitor to its site this way? I thought cookies could handle this process and avoid the whole password bullsh*t.

  1. Samwise

    Joined:

    0
    09/05, 10:35am | report spam | Reply | delete

    Re: And if only..

    Apple changed the Tech Info Library and downloads system to eliminate making users look in multiple places for possible solutions. With the new system (at least in theory) a user can look in one place to find technical notes, updates, etc. Granted that it's not working as well as it needs to, but it's a big project and doubtless will improve over time.

    P.S Who the h*ll CARES who's the first post, except for people with very little else in their lives to be proud of!

  1. Charles A

    Fresh-Faced Recruit

    Joined: Jan 2001

    0
    09/05, 11:04am | report spam | Reply |

    Yes, but..

    Surely Apple could have done the "only look in one place" problem without requiring folk to log in. There's no difference in the system; you simply pull together the tech notes and the software downloads.

    So the mystery of what they're trying to achieve goes unanswered, mr snarkychops.

    BTW, *this* is the first post. You're just jealous you couldn't be up at 6.22am. Or 5.29am. And that you live in the wrong time zone, which doesn't allow you in effect to spoof the time you're posting at. Like, everyone who reads MacNN lives on the East Coast. Suuuure. But which east coast?

    Charles

  1. \0

    Joined:

    0
    09/05, 11:35am | report spam | Reply | delete

    Anal IT Dept

    This just smells like someone on a power trip over at Apple coming up with this c*** system of forcing users to sign in each and every time.

    I swear, it seems like more and more web sites are requiring IDs and passwords, and I can't keep up with them all. Ridiculous.

    Probably the most retarded example I've seen of this is FilePlanet.

  1. jaysones

    Junior Member

    Joined: Nov 1999

    0
    09/05, 12:12pm | report spam | Reply |

    I agree

    Why should you have to login for support? It's much slower and more inconvenient! The old TIL was far better!

  1. testudo

    Forum Regular

    Joined: Aug 2001

    0
    09/05, 01:38pm | report spam | Reply |

    Logging in...

    who cares if you have to log in (and I believe the cookie issue is one of their bugs their talking about). Try getting computer info from Compaq. They wanted its serial number! Which meant crawling under a desk to scribble it down, enter it into a web-site, and then.....nothing. No web display, no information, just blank. Finally found a lousy looking PDF file spec sheet for the computer family, only to have it skip over a whole set of numbers (including the ones I had). And it was hard to trust, when, showing a picture of one motherboard, which had 2 slots on it, that it could hold up to 256M Max RAM, using 4, 8, 16, 32, or 64M DIMMs in each slot. Now, maybe its my Mac heritage, but 2 slots x 64M = 128, not 256.

    I literally spent 3 hours trying to determine what kind of RAM the stupid thing used (PC100 DIMMS, according to the forums). Then my RAM provider checked it up, and told me it needed PC66. Which is probably right, since I had tried PC100s and they didn't work.

    I just love doing computer hardware support for my family. And they all chuckle when I say things like "Why didn't you just by a Mac!"

    Oh, sorry, enough ranting about PCs, we're supposed to be ranting about Apple.

  1. DarkVader

    Fresh-Faced Recruit

    Joined: Sep 2001

    0
    09/05, 03:04pm | report spam | Reply |

    TIL

    Well, from what I understand, the reason for dumping TIL is kinda legit - it was using lotus notes, the license was expiring, and it doesn't run on Apple hardware. kbase is webobjects, so they don't need to license it from anybody, and it runs on Mac OS X server.

    Verify this with Netcraft.

    The problem is that it just isn't really a good solution to the problem of getting info out, and I don't know if this is intentional or accidental, but it is the effect. I don't know of anyone who looks at Apple's site first for troubleshooting info, they look places like here, macintouch, or macfixit, because somebody has already done the work of sorting through the mess, and posted useful info in an easily searchable format.

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