Customer Subscription Problem - Newsstand

We received a complaint from a customer yesterday, saying that after purchasing a subscription in November (which we put on sale), the December issue, which should show up as Purchased, showed up with the Buy and Subscribe button instead. As a first time user, she clicked on buy, and was charged. We asked if perhaps there were multiple users signing in and out with their iTunes accounts on the iPad, and she said it was only hers.
Has anyone else experienced a similar problem? We looked at our back end and aside from the price, which we scheduled in iTunes Connect, we did not change anything else.

The increase in price lead to auto cancellation of the subscription. I am dealing with this offline.

Similar Messages

Business Catalyst Customer Subscription Management

Hi,
I am a business catalyst partner and web designer / developer.
I want to delete an old play site on BC, which was upgraded for one of my customers.
The site is under his subscription and I want to re-create a new site from scratch under his annual paid subscription for him.
The CRM Data as well other customer data in BC is not relevant and does not need to be migrated.
Is it possible to create a new site based on a different ecommerce template and re-assign it to my customers subscription / account, if I delete the old site before?
I would like to avoid a migration process from another site if possible as no data needs to be kept.
Though I find no function in the partner portal to delete a site without loosing the whole subscription of my customer?
I did rise a ticket with Adobe but it seems they proposing to do this for me in the background instead of me being able to do this on my own?
Is this a real limitation or do I not understand the process to do on my own?
We should be able to re-assign sites to different subscriptions and delete and recreate sites in BC without the help of the support and without loosing our customers subscription? Imagine how embarrassing to ask a customer that he has to give his credit card again even if he would get refunded for the time remaining which I daught by an annual payment method?
Help would be greatly appreciated.
I am also happy to pay for someone who can explain me the process in detail as this topic is urgent for me.
Dirk

Hi Florin,
thank you so much for answering that question.
You seem to be very knowledgable and also thank you for the quick replay as very this case is very important to me.
Allow me one more question please?
If you say: Recreate the site on the same site, do you mean there is a way to re-install a free e-commerce template like the Boutique template on a site where the content and the site specific assets is either deleted or only half installed please?
The background is: When I creating this site with the free Boutique template from BCGurus something went wrong which I did not realise at the time.
The site was upgraded at the time to a payed customer subscription too early, which was clearly my mistake.
Instead I should have taken the time to test and adjust the template first and then upgrade the site to a paid subscription for my customer.
I did not escalate earlier as my initial thought was that I anyway have to change a lot about the site template to fit the needs for my customer with his specific design. (Vegas.jQuery landing page just to name one.)
Some examples what went wrong:
The CSS folder was not created and the image folder is missing as well, also some parts of the web apps (that is the critical part I guess) have not been created correctly?
You can view the page at: http://chriscoachingservices.businesscatalyst.com/
Troubleshooting:
To create a second working trial site and to copy all settings, and content over would be possible I guess, but it is a pain to use then BC ID Grabber and more or less hand re-create the web app's if I understand the case right?
Also I do not trust the site much that all e-commerce specific settings have been correctly rolled out?
The customer has not used the site yet as dysfunctional and has not CRM or custom CMS data in. In theory I should be able to copy (SFTP) the content from a working site with the same template over and run a search and replace ind DreamWeaver for the Web App and content holder specific ID's but people from BCGurus did let me know that this is quite a long and stressful procedure?
The reason behind:
The to early upgrade was that the customer had the budget ready and also wanted his email addresses associated with the e-commerce solution early. Or I must have maybe delete some accidently while attempting to connect via dreamweaver. I can not replicate the case yet.
Thanks,
Dirk

Customer Service Problems

After fighting with Verizon customer service over two service issues without any possibility of resolution I am canceling my account.
I’m doing this reluctantly because as a long-term shareholder of Verizon I would like to see the company succeed and keep profitable. Yet I am appalled by the cavalier, disrespectful, obstructionist treatment from your staff in dealing with customer service problems. When you were just the telephone company and operated as a monopoly in a regulated industry, you had to take customer issues seriously.   Now that you are an unregulated telecommunications giant it seems that you don’t feel the need to respond to your customers. Someone in your company needs to hear this and put a stop to these destructive business practices.
In brief, the first issue involved arranging a service call for interruption of internet service. The entire process kept me on the phone for a total of 3 hours over several days. I have given up my land line and use a cell phone exclusively. Verizon’s communication systems and staffing levels caused me to wait on hold for 10-15 for each person that I spoke to. Then each conversation averaged 10 minutes.   In addition, I was transferred to different departments but I did not understand the reason for the transfers. Then the pattern of hold-talk-transfer began again. Several times my calls were dropped necessitating more repeats of the hold-talk-transfer pattern. Some of your staff were South Asian and they either garbled or misunderstood English, thus prolonging the conversation beyond the average of 10 minutes.   During that time I incurred cell phone charges of $.45/ minute.
After the service was restored I called Verizon customer service and asked for a service credit to compensate me for those out-of-pocket expenses over and above 30 minutes which I consider to be a reasonable amount of time to arrange a service call. They denied any responsibility for the amount of time it took to arrange the service call or the amount of time to complain about their service. I was not happy with the outcome so I requested to speak with someone who was a decision maker and had authority to negotiate a settlement. I also asked to have them communicate with me through email. I was told that communicating through email was not possible. These calls followed the same pattern of hold-talk-transfer averaging 30 minutes each. I repeated myself to 3 or 4 people who wrote down my complaint before I got to a manager who had decision making authority. The manager denied any responsibility for the amount of time it took to arrange the service call and would not authorize a service credit.
The second issue involved billing. I signed up for auto-pay to have my monthly bill deducted directly from my bank account. Verizon’s computer system deducted the bill twice, overdrawing my account. I incurred a bank overcharge fee. The same pattern of hold-talk-transfer began for this complaint as well. The customer service staff refused to take responsibility for this error as well. Their solution required me to spend more time and incur extra expenses. I had to repeat myself to 3 or 4 complaint takers before I reached the same manager who denied my first request. He denied any responsibility for this billing problem too.   I had to have my bank retrieve the money under a fraud compliant.
Verizon is one of the largest *communications* corporations in the world.  If your internal systems can't handle customer service calls in a reasonable amount of time, then there is a problem. If your customer service staff is unwilling to take responsibility for such inadequacies and solve the issues that emerge from them, then there is a problem. If a customer has to contact the CEO of the company to try to resolve two service related issues, then there is a problem. When all of those actions prove inadequate, then there is a *communications* problem.
Customer service has flagged my account and put me down as a “problem” customer. Instead of offering even a token settlement, they are prepared to stonewall me by maintaining that the company is just not at fault and that they tried to solve the problems but I wouldn’t cooperate or accept their solutions. Early on in the process, if someone told me that Verizon messed up just a little, but still couldn’t compensate me, I would have accepted that, albeit reluctantly, and dropped the matter.
This is not the way I do business and I resent it when others don’t feel the need to honor any kind of code. I grew up working in my family’s retail liquor store. From the time I was a kid I learned four customer service lessons that I’ve carried over into my adult life:
Admit when you are wrong and try to make up for the mistake.
Never argue with a customer over small things.
Listen to the compliant and don’t just dismiss it out-of-hand
Try to make things right even though you may not be directly responsible for problem.
For my two problems, Verizon customer service staff didn’t even come close to following these common sense rules. I’ve learned that if you ask their customer service people they will repeat back to you some type of business code that they say they operate under. But their behavior tells a different story.
Unfortunately when I spoke with {edited for privacy} of the Executive Presidential Appeals office, I was taken somewhat aback by his manner and demeanor, which was coarse and inappropriate for a customer service discussion, and which I found personally offensive. He and members of his staff agreed to send me emails specifying which part of the Terms of Service they based their decisions on. To date I have not received the communications they promised.
Is this the image of your company that you want the public to see? Are you willing to just shrug off these complaints as an isolated case that is too small to concern yourself about? I’m afraid the answer will be yes. Not only do you feel that you are too big to fail, but you are too big to care.   Customer service means solving problems not manufacturing bad will and resentment.
My purpose in writing this note has been twofold: to make one last effort to solve my problem and to hope that someone will take note about the issues about customer service practices that are harmful to the company. I'd be happy to speak with someone with real authority to deal
with my issues but have no interest in repeating my past experiences.
It's too bad that this had to happen since the solution could have been so easy and simple.
I plan to publish some form of this letter and distribute it to the public.
Solved!
Go to Solution.

Therefore, I request to please clear this unacceptable due balance, and contact Experian to removed and clarified the mistake in my credit report.
RE:  Cancellation fee charged on internet DSL service charged by mistake. {edited for privacy}
A $65 balance remain for a cancellation fee on internet DSL service, by Verizon New York mistake.
In February of 2010, I set up my phone and TV in a vacation plan but keep my internet service active. After a month I had a vacation plan, suddenly without notification, my internet service was suspended and a cancellation fee was issued.
My final statement was $ 24.47. I cleared a check from Verizon.
I contacted Verizon online to request connect my internet service and discuss the issue on the cancellation fee. The response was that I should pay the internet cancellation fee, and paid a new activation.
After fighting with Verizon customer service over the unacceptable fee charge service issue without any possibility of resolution I cancel my home phone which was in a vacation plan.
Later I kept receiving the statement with this cancellation fee every month. I called and discussed the issue more than 6 times during the next 6 months, The entire process kept me on the phone for a total of 2 hours over several months. The costumer representatives responded that the issue was in an investigation.
Later,  a Collector company start chasing me to get the $65 paid. Phone number: {edited for privacy}, Inclusive, they made an offer to reduce the amount if I accept to pay or contact Verizon to request a clarification.
By the end of the year, I contacted Verizon costumer services one more time but the representative stated that the account is not visible anymore.
Convinced that the problem on this account was resolved, the second week of November, I called Verizon to reestablish my account with a new home phone number and Internet DSL connection.
The answer was that  following Verizon policy I was unable to get a new account if a balance remain.
After I explained the events, a manager (non-identified) who spoke to me by phone told me that Verizon will investigate the issue and I should wait for approval.
On November 16, my account was confirmed approved and clear of debt, therefore, Verizon welcome me back with Home phone and internet DSL Service and confirmation on my online registration.
New number:{edited for privacy} ; Email:{edited for privacy}
Also, during the months of January and February 2010, Verizon New York, made other charges mistakes in my account (See details below) that have been resolved with an apologize and a refund.
Events that prove the lack of training and support Verizon customer and billing service have.
Chronology of the emails exchanged between Verizon Ecenter and myself after I requested investigation with the charges.
01/10/10   I have contacted Verizon customer support regarding of a mistake in my internet service statement.Tracking # 430824. Reference: Duplicate charges for Internet Security suites service.
1/12/10 Verizon eCenter responded. Angela. ' Apologized for the inconvenience. 'The cancellation and credit will appear on the next bill'.
2/08/10 Verizon eCenter responded. Cheniqua. 'I have issued a credit of $6.52 for a Verizon internet security suite charges'; your internet charges
2/04/10 I have contacted Verizon customer support in regard of clarification in my Direct TV  statement.
Tracking # {edited for privacy}. Reference: Balance from Direct TV due to my recently requesting vacation plan.
2/06/10 Verizon eCenter responded (John) Verizon Bill statement: February 26 = $6,73 paid
2/06/10 I have contacted Verizon customer support in regard of a mistake in my home phone statement.
Reference: By mistake, international fee in my home phone (inactive line/vacation plan) was charged.
Tracking # {edited for privacy}
2/08/10 Verizon eCenter responded. (Linnette) 'I apologize for the error'.
A credit for the international plan has been applied to your account and will appear on the next statement.'
2/08/10 Verizon eCenter responded (Cheniqua) 'The regional essential calling plan does not qualify for a discount during vacation suspension. Which prove that my home phone was in a vacation plan.
2/15/10 I have contacted Verizon customer support in regard of a non-notified, neither requested suddenly suspension on my internet DSL service and charged a cancellation fee for this suspension.
Tracking # {edited for privacy}
2/16/10 Verizon eCenter responded (Michael) I am sorry for the inconvenience you have experienced.
Please contact our Consumer Sales and Solutions Center directly at 1-800-Verizon or (800) 837-4966
Monday through Friday between 8:00 AM to 6:00 PM Local Time.
2/16/10 Verizon eCenter (Sue) responded : I am sorry for the inconvenience you have experienced.
I understand your frustration and concern regarding canceling your internet service in error. In order to provide you with the best customer service, please contact our Consumer DSL Sales and Solutions department directly at (800) 567-6789 and a representative will be happy to assist you.
I stand on my decision of not pay for someone else mistakes.
Your actions have damaged my integrity as a good costumer and citizenship.
Without doubt after this problem get clearly resolved, you will lose this good costumer, get a negative feedback and I am planning to publish this letter at every web forum available.

Combo of T61 and customer support problems

My main problem is that my T61 freezes up. It came with a 2 gig ram, sbbb Intel core 2 duo t7500 processor, 1 gig turbo memory window's ultimate 32 bit os and an 80 gig hard drive. This problem has been going on intermittently (odd) since I received the laptop brand new. I may or may not be able to move the cursor over the screen when it is frozen. It does not high light anything, control-alt-delete does not work, nothing responds. I have to manually hold down the power button to turn the system off.
The different things it has done, and not all during the same occurrence: blue screen with white writing, black screen with white writing, black screen oxc 000000f-selected entry could not be loaded because application is missing or corrupt, the memory was dumped (I had used rescue and recovery backup disks then because I did not know if something was corrupt in the original software that came loaded on it), sometimes it checks the c-drive after being manually shut down, sometimes it does not, problem with window's registry (only did that maybe twice), and corrected master file table, corrected bit map (after checking c). Sometimes it freezes and gives no error messages during restart. I do not have anything loaded on this system that is not compatible with vista nor anything that exceeds the ram.
When I had to use my rescue and recovery disks because everything crashed, I called tech support. They told me I needed to update my drivers-especially my video driver. I tried to tell them that I had been going to the lenovo website for driver updates, using pc doc, updating bios, doing a registry cleanup, defraging the hd, and of course window's updates. So he gave me a link on lenovo's website for another update. During that call, I told the guy that the recovery disks that came with the laptop loaded XP on my system. He sent me out vista recovery disks-vista business, not ultimate, and it was freezing up on vista and xp-no matter what program I was using. The next time I called, lenovo had my computer shipped back and replaced the corrupt 2 gig ram. It came back with the same software it left with, so I know my hard drive had not been wiped. On the third call I was told to update my drivers, check the hard drive using bios, that it was my web browser, remove the battery.... By this time I was wondering about technical service which leads me to my other issue.
I called the month after my warranty ran out, because I thought I had an established history of problems with this $1600+ laptop that has not worked right, and I was told that the warranty had run out, they would not honor it, records after 30 days were wiped-so there went my established history. Now someone please tell me why a computer company would not keep records of customers warranty work requests? Especially during the warranty period. I was then given the number to out of warranty claims who told me it was out of warranty (duh) and she gave me the number to entitlement. They called me the next day, which was nice but unfortunately I was not expecting their call and did not have all my info available. Entitlement told me that someone from tech support would call me within the hour. My computer proceeded to freeze up-so I left it frozen while waiting for tech support to call. They did not so I called them, was told my warranty was out of date and I was transferred to another number. Now this entire time I had been polite in my requests and conversations, my family had even alerted them to a billing error that would have caused another customer some problems. The tech I was transferred to was extremely rude the entire time. I was not given the opportunity to explain my situation-which was what entitlement said the call would be about. I requested mediation, he told me someone would call me within two days, then he proceeded to hang up on me. No one has called.
I would appreciate some assistance, in my computer problems and how to get in touch with the right person about customer service. Thank you.

obviously you have suffered a lot with the laptop os not working properly, have you tried to disable the turbo memory, sometimes that cause alot of trouble.
Regards,
Jin Li
May this year, be the year of 'DO'!
I am a volunteer, and not a paid staff of Lenovo or Microsoft

HT4943 Cancel a subscription in newsstand

How do I cancel a m magazine subscription in newsstand?

You can find the instructions here.
iTunes Store: Purchasing and managing auto-renewing subscriptions

Newsstand subscription problems

I have a problem with one of the subscriptions @ newsstand, the store won't connect. The funny thing is that there are no problems with other subscriptions or restoring the older issues of the same magazine bought before the subscription. I am looking for a way to contact apple so they could cancel the purchase 'cause I cannot use the subscription anyway. Anyone's got an e-mail address or something.
And yes, tried to reload and reinstall the app many times.

You can contact the publication for information about your subscription or contact iTunes Store Support Team.
http://www.apple.com/emea/support/itunes/contact.html

TS1702 Problems with subscription in newsstand.

I've bought a subscription for a magazine through Newsstand and paid through apple store.
Received an invoice, so everything was looking normal.
IPC media sent a message in regards to my new subscription, that should show in my iPad shortly.
This all happened on the 7th November and after serveral emails to IPC Media and doing all what they suggested should check/do, nothing....
The application is showing in newsstand, but once I want to sign in, he says "authentication failed".
I've changed my password two times for this and received a message from the subscriber that it was successfull, however once I want to access it, again the same "authentication failed".
Please help with this, as IPC media claims not being able to help and telling me I have to contact Apple.
I am getting fustrated now with this, so much I am thinking to stop my subscription.
Please advise what to do.
Thanks,
Nuria

Hi
Actually after reading the answers to related issues I have managed to sort the problem out. So no answers needed.

New version of app with subscription and newsstand support not visible in App Store

This might be more question aimed on Apple Support, but maybe someone had similar experience. Today at morning i've released new version of App for customer. This version have two main news - support for newsstand and subscription. Old version disappeared from App Store, but new one is not visible on any market. i'm quite confused, anyone have idea what happened?

Hi, Steven and Martin
I have this porblem now. My app is out from app store, because I delete the subscription in my app with newsstabd enable.
I'm a little confused, because I submit a new subscription - with a new product ID - because I can't reuse the first.
Apple don´t allow me update a new app without newsstand. Until now I hadn´t answer from apple about the new subscription and my app continuous nor visible in app store, but the status is "ready to sale".
At least, Apple should me send a message about this issue.
All the problem started because I set the tier price to subscription the same value to retail price (tier 3), then when I changed the tier price to amount the period subscription - 6 months (tier 90). This price (tier 90) was set to the retail folios too, so my magazine turned the most expensive in App Store!!!
Please, I'd like and I need to understand better how set differents prices to retail and subscription, because something happened wrong in my first try

I can't end my subscriptions on newsstand after iOS7. In the "automatic renewal" button there is no option to cancel anymore. How to fix this?

I know how to cancel newsstand subscriptions, but it isn't working. In the "automatic renewal" field, there is no option to turn off/on. I think this bug came with iOS7. Btw these are non-free newspapers I'm talking about. Anyone else have this problem?

Suddenly, today it worked again. Strange.

Re: Subscription problem: Still shows zero credit

i apply for subscription for india $19.19 amount dabit but skype minit dont updat and that problem i face from last 3 month

r_patel1912 wrote:
I know my all minits consumed on 24 july. But after that i cancel old subscription and apply for new one on date 24 july. This new subscription amount already deduct on 24 july and status deleverd, i got confermation mail from skype but this new subscriprion still not work at i wrote
Hello
I'll explain this one more time and, if you still don't understand, please contact Skype customer service
Because you have violated our posting guidelines by repeatedly posting multiple messages I am left with no option but to suspend your posting privileges.
It doesn't matter when you pay, your Subscription minutes will be added on the first day of your current billing cycle. This is July 29th 2014 in your case.
Read my post above CAREFULLY.
TOPIC CLOSED.
TIME ZONE - US EASTERN. LOCATION - PHILADELPHIA, PA, USA.
I recommend that you always run the latest Skype version: Windows & Mac
If my advice helped to fix your issue please mark it as a solution to help others.
Please note that I generally don't respond to unsolicited Private Messages. Thank you.

Custom Rule - Problem in passin values From Rule Container to WF Container?

Hi Guys,
I am having hard time passing values back from my custom rule. I have created a custom rule to determine the agents in PFAC which takes in the Person number as import element of container. It determines the Manager as agent and I am passing Managers Person Number back to workflow. If he dont approve the Request then it will be passed to his boss. In this case I will pass this imported Mangers Person number back to rule so that his boss will be determined as agent. I have created ZRULE function module. I am passing value back from Rule container to Workflow Container using following code.
swc_set_element ac_container 'SUPERPERNR' lf_super_pernr.
I have created a element SUPERPERNR on rule container and workflow container as well .The problem is in the Rule container I am not able to create SUPERPERNR as export parameter. The tick mark is grayed out and there is no option for setting it as export.
My question is do I have create a Export element on Rule container or Not? If i just write the code
( swc_set_element ac_container 'SUPERPERNR' lf_super_pernr ) will it set the value in WF container? In my case it is not setting. I have to bind the values from rule container to WF container and if My rule container element is not allowing me to click the tick mark as export how can i pass value of of rule container back to WF Container?
Please help me guys.
Thanks,
Manish.

Hi Manish,
     Same scenario I have developed in my system. This all steps I did in my system.
1) Created a Z function module which takes import parameter (Parameter name = 'EMP') in the
    format 'US100123'.
2) This in turn fetches back the supevisor or boss as an export parameter (Parameter name = 'BOSS') in
     the format 'US100245'.
3) This function module is attached to a BUS object(SWO1).
4) While attaching this function module to BUS object you need not do any manual coding it is done
    automatically.
5) Implement, release and generate this BUS object.
6) Create a new variable in your workflow (Parameter name = 'ZSUPERVISOR') for storing the value
    which is returned by the Z method.
7) Create a new task.
8) Put in your BUS object name, then your Z method name, select background processing checkbox.
9) Press save, it will ask for transfer of missing elements, select yes.
10) Then you will see a green button below your Z method name click on it.
11) Top portion contains your Z method variables, below to it you have the import parameter window in
      this window you should have &EMP& -> &EMP&., below to import parameter window you have
      export parameter window in this window you should have &BOSS& <- &BOSS&. (This is method
      binding).
12) Now click on enter button then click on back button it will generate the task binding automatically
     just press yes.
13) Now click on binding exist button.
14) Here you have the Workflow container variables as well as the system container variables.
15) In the import parameter window left portion is for your workflow variables and right portion is for your
      method variables. In my case i had sent workflow initiator and fetched his supervisor. The Import
      parameter binding was &WF_INTIATOR& -> &EMP&. and the export parameter binding part was
      &ZSUPERVISOR& <- &BOSS&.
16) Save the task and run the workflow.
Regards.
Vaibhav Patil.

Creative cloud subscription problem

I have just purchased Creative cloud
I can install programs only as trials.
Adobe app manager is showing try at almost all programs
I have chated with some adobe reps but they could'nt solve the problem
Any ideas?

FLo67 if you choose the option to License this Software and enter your Adobe ID, tied to your Creative Cloud subscription, what happens? You can find more details at http://forums.adobe.com/message/4592768#4592768?promoid=KBHJO.

Customer Replication problem from R/3 to CRM

The scenario is: We have upgraded R/3 to 4.7 and the logical system names have changed. CRM is still the same one ( 4.0 ).
Everything works fine. If I create an order it goes to R/3 and If I change an existing customer in CRM or R/3 it get replicated into the other system.
But if I create a new customer in R/3, it does not go to CRM.
All the tables are ok with the correct logical name and RFCs are working fine. Serial numbers are ok too and Delta download is active. I do not know what else I can check.
Did you have any similar situation? Any ideas of what I could check?
Any input is highly appreciated.
Thanks!

Hi Ankur & Michael
your points did help me to rectify the problem. here was another solution i did try and it worked out.My problem was in table CRMPAROLTP, in the field CONSUMER. It seems that 4.7 does not need to have this field filled. So I remove the entry and the information flows.
PS. I had awarded the points for both of you.
Thanks
SP

Apple customer support problem 1st gen Time Capsule

Not sure there is any real point to this since Apple doesnt seem to really engage in these forums. However, I recently had a 1st gen. Time Capsule die per the well-documented power supply failure problem. After some prodding I was able to get Apple to replace the unit though it was a handful of days out of the replacement window.
Unfortunately the Apple "genius" did not include my full business address on the shipping label and the unit has been in Fed-Ex limbo for nearly a week. I have of course since provided Fed-Ex with the full address of my company office. However, they will not revise the shipment info without Apple's authorization. I have left 4 voicemails for the Apple "genius" requesting they update my address so the unit can be delivered. So far nothing, nada, zip... I'm glad my own staff are merely engineers, not geniuses.
To add massive insult to injury, today I received a reminder email from Apple that they have a $500 hold on my credit card and have not received the defective unit back.   Really? no sh*t! I've not received the replacement unit or return label due to Apple's negligence...hello...welcome to automated email ****. Of course, there is no reply address ANYWHERE to be found on Apple's website.
So, I'm sitting here with a dead network, $500 balloons on my credit card and no way to correct the delivery address on the replacement TC.
Hey Apple, ***?
This is not the Apple I know and love. If I wanted Dell quality service I'd have saved the money and bought a Dell. I hope this is not the start of a long slow slide back into the Apple of the 1990s.

Agreed that an outright trainwreck such as this is atypical. However, I am noticing an overall steady decline in customer service at the local Apple stores as well. The "geniuses" at the Pleasanton Apple store are downright rude and unhelpful. That is why I even bothered with phone support this time.
I think the phone support attitude is what started me off on the wrong foot. This unit has a well documented power supply defect for which Apple issued a TSB and even reimbursed people who had to replace the unit due to the power supply failure. When mine failed, I was actually told by the front line genius - "well, it lasted 2 years, that's pretty good".   That is a Dell/Gateway/Compaq/General Motors attitude.   A $500 router should last more than 2 years. Cisco enterprise level routers last forever. Several years ago the white iMacs had a power supply problem. Mine failed 4 years after purchase and Apple cheerfully fixed it without question or issue. They had it back to me in less than a week.
My expectations for support are commensurate with the price of Apple's products. It is a luxury high-end brand. For perspective: This router costs more than a complete Gateway desktop computer system.
When you buy a BMW you expect a certain level of service, When you buy a GM expectations are lowered along with the price of entry. I don't expect to ever have to chase down keystone cop problems like this. My time is far too valuable for that. This is why I buy Apple computers and not Gateway computers.
Is it typical? maybe not. Is it foreshadowing what is to come now that the company is back in the hands of the bean counters that nearly ran it into the ground last time?   Maybe.

Custom command problems on Mac OS X

I am seeing a problem with custom context commands in our custom connector that is also reproducible with the sample FTP connector shipped with the SDK. I am using Adobe Drive 3.2.0.41 on Mac OS X 10.8.2
For my test I am connecting to a FTP server and attempting to run the "File Properties" command from a file's Adobe Drive menu in Finder. When I first start Drive and connect, the command works and the "File Properties" dialog appears as expected. However, if I disconnect, reconnect, then browse back to the file and attempt the command again, the File Properties dialog does not appear. The Finder window does kind of "grey out" as if another dialog is about to be shown, but it never is. I don't see any kind of error messages in the CS5ServiceManager logs.
If I disconnect, close Drive, kill the AdobeDriveCS5 and CS5ServiceManager processes with Activity Monitor, and then restart Drive and reconnect, the custom commands work again.
Has anyone else experienced these kinds of problems with custom commands on Mac OS after a disconnect/reconnect cycle?
Thanks,
Brian

Our only other environment we could set up was on Mac OS 10.7.5, and we could not reproduce the issue. Based on that it would appear to be something new with Mac OS 10.8.

Customer Subscription Problem - Newsstand

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