On March 30, 2010, Apple released version 7.6.6 of the QuickTime plugin and very soon afterwards, we began receiving calls from our customers stating that our service had "issues" with the 7.6.6 version of QuickTime. We did some quick troubleshooting and found that the javascript method "SetURL()," provided by QuickTime, simply failed to work on a Windows installation of the QuickTime 7.6.6 software. This was a demonstrable fact, evidenced by some simple, straight forward sample code.
So, on or about April 1, I began attempting to contact Apple's technical support services for assistance. I figured there would have to be someone there at Apple that could help me and it shouldn't take long to get in touch with someone who knew something about this. Several phone calls in, after getting transferred and/or referred to a different number several times over, I got someone who gave me some good advice (or so I thought). I should sign up for the Apple Developers program (cost of $100), which would entitle me to the support I was looking for.
So, on Monday, 4/4, I did just that. I signed up, plunking down my money, then called for support. After about 1/2 hour on the phone, I was told that there was no-one there that could support the QuickTime plugin (that Apple writes!!!). I requested, as a result, that my developer program purchase be refunded, which I was assured they would do for me (how sad that I actually took their word for it still).
I was left to attempt to fix the issue on my own. I did submit an Apple bug report which was deemed a "duplicate" and closed as such. Indications are that I can request updates via that report, but so far, 3 requests for updates have yielded absolutely nothing.
About 2 weeks later, when my CC refund did not come through, I reached out to them again, and found that a refund request MUST originate via email, so my refund was not even in progress yet. I sent the obligatory email and then asked for a "corporate" phone number to contact.
After calling there and complaining about all of the above, I got to someone named "Troy" who appeared (key...appeared) to be willing to assist me in troubleshooting. I emailed him my sample page source and even deployed it to a public server. He verified the issue on a Windows machine and said that "he would get back to me." That, my friends was 12 days and at least 3 unfruitful emails requesting an update ago.
It is absolutely mind-boggling to me that a company with a reputation as good as Apple's is could be simply as horrible at customer care and developer support as they apparently are. And I'm STILL waiting for my refund, almost a full month later!!!
In a word, I would simply say, "AWFUL!"
About 2 weeks later, when my CC refund did not come through, I reached out to them again, and found that a refund request MUST originate via email, so my refund was not even in progress yet. I sent the obligatory email and then asked for a "corporate" phone number to contact.
After calling there and complaining about all of the above, I got to someone named "Troy" who appeared (key...appeared) to be willing to assist me in troubleshooting. I emailed him my sample page source and even deployed it to a public server. He verified the issue on a Windows machine and said that "he would get back to me." That, my friends was 12 days and at least 3 unfruitful emails requesting an update ago.
It is absolutely mind-boggling to me that a company with a reputation as good as Apple's is could be simply as horrible at customer care and developer support as they apparently are. And I'm STILL waiting for my refund, almost a full month later!!!
In a word, I would simply say, "AWFUL!"
