Support is Shocking

What has happened to the Support? Is this change due to the big change we have seen, with all BC stuff going under the Adobe roof. Not impressed by it at all.
Just logged on to try and get chat support, joined the session at 4.55pm PST where I was told I was number 2 in the queue. After 45 minutes I was no further forward. with a constant message tell me that I was next inline. So I went back on to the support page and it said that the chat support only runs to 5pm PST!!! So basically, the support folk just went home and left me in the session. That is terrible service. The chat session used to be Live all day in Australia - why has the level of support been cut back like that?
I have just tried to send a support ticket, I eventually got it off okay. But then I get a message to say that BC will get back to me 'within 3 working days'!!! Absolutely shocking. What happens if you have an urgent enquiry? Do you have to wait until the text support come online.
Then there is the Support Forum, with it's confusing layout and tiny text. What was wrong with the previous support forum? It worked really well. I spent 5 minutes trying to find a 'New Post' button before realising that you being logged in to Adobe.com with your Adobe ID isn't enough, you have to log in to the forum as a seperate process.
Get this sorted out or you will be losing a premium partner.

Hi Paul.
In terms of these new forums..
The main layout is exactly the same but with a few extra sections.
It is a MASSIVE improvement from the old forums.
I would not be able to produce something like this - http://forums.adobe.com/docs/DOC-1723 For example.
People can mark questions answere or not so when others search the forums they can see if is answered or not. You can rate advise and people as well. Mods can correctly move, lock, delete and manage...
They are a better forum full stop in my opinion.
You do not need to log onto the forum as a seperate process either. If you mean in terms of your working BC site to here, yes you do but once remembered you stay logged into adobe.com.
It is a different layout with new features and different ways, You just need to get used to where all of it is, things will be in different places.
In terms of the support, it has just flicked over to the new system as of last night AU time.
I will need to trial it out as I have been meaning too. Good constructive feedback is what is needed so BC can identify any issues or ways to improve the new service. Again, the functionality goals are much better (explained in the last town hall meeting, availible via the blog) in terms of a ticket can be made directly from the live chat (so you do not have to) etc.

Similar Messages

N900 Software support is shockingly bad!!!

Nokia. Why release a phone with no/very little software support? It's been about 4 months since the release and it's still not much better!!!
I replaced my Iphone with the N900 because it's meant to be an Iphone beater, but the truth is looking sadly the opposite.
Nokia Map loader is not working and the PC Suite has bugs and it's complicated having to switch between PC Suite mode and Mass Storage mode. What's happened to my free Navigation?
Come on Nokia this is embarrasing, I absolutely love this phone and I want to recommed it to my friends, but with the software situation that's not a possibility.

N900 Personal Review
Hi all, I would like to make some comments about the New Nokia N900.
Shortly the phone SUCKS!
I have been a Nokia user for about 10 years, and for the past 3 I have been using the NSeries, I started 3 years ago with the N95, then moved’ on to the N96 an now as you can see I have had the chance to use the N900 even though my original plan was the N97. The reason for this is that I contacted my provider (T-Mobile UK) as I was due an upgrade, and was told that they didn’t do this handset directly, but I could get this phone if I did the upgrade though Carphone Warehouse (Don’t even get me started on them) any way I contacted Carphone Warehouse and told them that I was due an upgrade and wanted the N97, the idiot on the phone started telling me that the N900 was much better and that it was faster and all. I told him I would have a look into it my self, at least to read some comparisons online. After having read the comparison on several sites, on “paper” the N900 sounded much better, faster processor (N97 is about 400Mhz, N900 is about 600Mhz), more RAM, the use of a Linux based OS and so on, sounded great, I accepted the upgrade with 14 days exchange if not happy.
Well I have used the phone for about 3 days, and let me tell you what I think…
The device is not as fast as people say, you would not think that there is about 200Mhz speed difference between them and that the N900 has double of the RAM then the N97. Yes it does allow you to open several tasks at once, but the CPU drain off more demanding applications is definitely noticeable, for example when running a YouTube page in the background with a video playing and opening other apps, the music temporarily stops just like the N95/N96 did/do.
The fact that it’s a new mobile technology makes it also not very popular right now and there is lack of application unlike the Symbian OS used by the N97, even Nokia them self are not up to speed, the OVI map on the N900 is version 1 point something and is really useless, unlike version 3.03 (3.04 BETA out too) of the N97 (don’t forget that I am using the N97 as a Symbian comparison).
The firmware upgrade is very complex for general users, this includes having to use a Flashing Tool and command lines, I had some issues at the beginning and I am an IT technician. The NSU (Nokia Software Update) didn’t detect the new version available even though the phone was delivered with version 1.x and the version available was 3.2x.
Even the phone “Hard Reset” is complicated, once again you have to use the Flashing Tool and download an other file called EMMC that should technically erase the 32GB memory, but be were, after having used this file my contact were still there and some other information were there too such as my OVI e-mail account and my SKYPE account details, there was also a file from the sketch software that had not been deleted and had to do so manually.
Talking about SKYPE, many sites when comparing N97 to N900 state that the N900 has SKYPE and some other software unlike the N97, well I use to use SKYPE on the N95, it may not be inbuilt but no one says you can’t download it, I use to have SKYPE Lite with many more features then the “messaging” SKYPE inbuilt in the N900. I also use to have 3 different versions of Opera, Windows Live messenger, the IPlayer application, an application provided by SKY TV to control TV listing and Remote Recording, Google Map, Google YouTube application and much, much more, most probably you wont find half of those for the N900, but you don’t see anyone stating that anywhere.
The N900 also lack the option to create folder to organize your applications, any application is “plonked” with the rest in a random order and there is nothing you can do about it, apart from creating a short-cut on one of the 4 useless screens and try to organize it that way.
It also seem to lack the use of the SIM contact option, all you can do is copy from the SIM but not use the SIM storage, now my SIM allows me to store 200 contacts, this would A) save memory on the phone, and B) be used as a back-up of the numbers. I normally use it as B, I back-up the numbers on the SIM (apart from the PC) because the SIM does not die as easy as the phone, lets say (and this has happened to me before with the N96) that the phone drops in the bath, the phone would most probably short and die, but if you had the numbers on the SIM you can move to a back-up phone no problem, same as if you drop the phone and it brakes.
An other issues I had with the N900 is that when you create short-cuts on one of the 4 desktop, you cant align the items, so you may have one up, one down and so on, you would think that they would have a snap to grid or something, but no such thing.
The battery is worse then any phone I have seen, I have lost a “line” while playing only 2 YouTube videos over 3G network hardly anything else running, now the videos were about 3 to 5 minutes each so lets say I lost a battery “line” in 10 minutes, I guess with-in 1 hour your battery would be flat.
The battery charger is not a standard Nokia one (pin) but it uses the same socked of the USB cable, maybe they run out of money while designing, who knows, the only good thing about the charging is that you can charge it while connecting to the PC via USB.
The keyboard misses the mouse pad that we have on the N97, and even thought the device supports on-screen keyboard too, I have noticed that many of the application only support the normal slide-out keyboard, application such as the OVI map (while using the search address option).
The messaging options are very limited too, IM and SMS is all included in an option called conversations located in the main menu, as far as I have seen you are also not able to select multi items when trying to delete them, and this does not only happened in the “conversations” section, I had to delete all the inbuilt songs 1 by 1 and several other files 1 by 1.
The camera options are very limited too, and the picture quality is very poor as far as I can see, I have taken better pictures with the N95 2 years ago.
There seem to also be a limitation when trying to edit website short-cuts name on the desktop, the name is basically what ever the site owners use as a title for the site, for example YouTube uses “YouTube – Broadcast Yourself” and that’s what the phone seems to use as a desktop short-cut title.
The 3G seem to also run slower on this device, web-page loading time between this phone and the N95 seems to be slower more then faster.
And this is what I have discovered in 2 and a half days of using the phone, I don’t even want to imagine how dissatisfied I would have to be if I had to keep this phone for 12/18/24 months, luckily I have the 14 days to exchange and will contact Carphone Warehouse in the morning to arrange an exchange for the N97, I have already taken my SIM card out and placed it in a spare N95 I have at home, that’s how quick I want to get away from the device.
My general advice would be to stay away from this phone and technology at least for now, and not to always believe what is stated by device specs on “paper” as sometimes it’s not all as expected.
This phone reminds me of a scene from the film “Bad Boys 2” when Will Smith is driving the black Porsche with Martin Lawrence.
Marcus Burnett (Martin Lawrence): You mean, y'all paid, what, $80,000 for this car and you ain't got no damn cup holder?!
Mike Lowrey (Will Smith): It's $105,000 and this happens to be one of the fastest production cars on the planet. Zero to sixty in four seconds, sweetie. Limited edition.
Marcus Burnett (Martin Lawrence): You damn right it's limited! No cup holder, no back seat. Just a shiny **bleep** with two chairs in it. I guess we the balls just draggin' the **bleep** along.

Lenovo has the WORST Support/Customer Service In the Computer Industry

I have been searching and reviewing computers to buy. Came across the K430 but after reading horror stories about Video Card Replacement, Power Supplies and Turbo Switch not working, I decided to call support and seek advise or a simple opinion.
The Support Specialist shockingly informed me that she did not know anything about Card Upgrade and recommended that I speak with Sales. Called sales, waited for 30 minutes and was also informed that they know nothing about Video Cards.
This is what kills a company, the fact that it's own employees are distancing themselves from their products is a disgrace.
Wake up Lenovo, Wake up!!

hi RitaDB,
could you PM to me the following details :
Name:
Country:
Mobile:
Email:
MTM [machine type model]:
(To locate MTM -
http://support.lenovo.com/en_US/FindProductNumber.page#find)
S/N:
Date of Purchase:
Case/Order Number : (if any)
Description of issue :
WW Social Media
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Office 14 oem -Install

My new Lenovo G560 laptop (2 weeks old) has a folder (1.3GB) with office 14 oem ready to be installed but I need a serial key and cannot find one either on the laptop or in the 'box'. Is this a normal occurrence? Could it be trial software?, it doesn't appear to be.
I should ask Lenovo but here in the UK the support is 'shocking', and the telephone number on offer is not toll-free or even a normal rate number.
Any help would be appreciated

Thank you, I think you are correct and this has been included in the OEM version of Windows 7 by Microsoft as a 'tempter'.
quite 'pushy really and it is occupying nearly 1.5GB of my hard drive. In due course I shall delete.

Mac's and Blackberry's compatibility

I am not sure if this should be posted in the iSync or Mac OS X v10.5 section. So forgiven me if I have posted it in the wrong spot.
I am thinking of getting a Blackberry Phone (Because a lot of my business customers use them and would like faster responses to their emails).
I was wondering if a Blackberry and a Mac could be made compatible? If so what are the issues that I would need to resolve?
Any advice would be most welcome
Snapper
Message was edited by: SnapperOnAMac

Hmmmm
Sadly I have tried the Apple iPhone. I really liked it and had two (One for me and one for my partner).
Unfortunately in the UK the Apple iPhone is only available through one airtime provider, O2. I am self employed and transfered my main business number to O2 airtime provider and they could not get me working with the iPhone, the tech support was shockingly bad and I lost a weeks worth of business because they had me off the air for so long.
The apple store also tried there best and couldn't help.
After a week of getting no service at all from O2 I went back to Vodafone who could not have been more helpful. The customer service from Vodafone is outstanding. I really think that Apple should have taken which air time provider offered the best service for their product into consideration
I wouldn't place my business with O2 for a second time, If Apple allowed Vodafone to have the iPhone on their service I would jump at having an iPhone again.
I would like to add that at no point did I consider the iPhones to be an issue, It was apple appointed service provider.
Message was edited by: SnapperOnAMac

Wont let me update anything and this website is useless!!!!!

i have upgrades and it wont let me upgrade them it starts to maybe transfere 0.1mb then cancels and says there is there was a roblem installing...... i have tried it with bbm whatsapp a few games and all the same ive tried it with 3 g and wifi.
this website and blackberry support is shocking nearly as bad as the software and battery life i cant wait for my contract to end!

OK, you are still angry, and want to continue venting...that's fine. I'll try to not take it personally.
Since you want help, I am going to have to make an assumption that you are using the on-device AppWorld client in the attempts that are causing you problems? If not, then please clarify with details. If so, then I suggest that you clear the AppWorld application cache:
1. Open App World
2. Go to My World
3. Follow one (and only one!) of these steps:
3a. For keyboard-based BB's -- Hold down the ALT key and then press, in sequence R, then S, then T
3b. For Touch Screen Only BBs -- Hold the num-lock (!?123) button so it locks and then press, in sequence 3, then 4, then (
3c. For newer (e,g., OS6 and 7) BB's, see this KB:
KB24714 How to clear the BlackBerry App World cache
4. AppWorld should close.
5. If your BB locks after issuing the cache clear, perform a battery pull reboot
6. Return to AppWorld/MyWorld (it may be sluggish while it re-synchronizes).
If step (4) does not happen as listed, then the clear cache did not work.
Hopefully it'll work for you!
middlander wrote:
maybe if blackberry had a proper support team
Well, when everyone signs their contracts (both for device purchase as well as service plans from their carrier), they are in effect agreeing to the support model that exists. In that model, BlackBerry provides no front line support to any end users for anything, not even warranty btw. All support starts with the carriers, authorized resellers, and original places of purchase (depending on the issue and region), all who can escalate into BlackBerry for issues that they cannot resolve. But, contractually, all parties are bound to this support model, including the end user.
There are plenty of debates about the merits and de-merits of that support model...but those debates are IMHO pointless. It is what it is, and all parties are contractually bound to it. Fortunately, there are helpful sites (like this one) with kind volunteers who do their best to help out other kind souls.
Good luck and let us know...there may be more steps to try in your situation, but I don't want to flood you with suggestions and would rather take a step-by-step approach. If you'd prefer the flood, just let me know and I'll gladly provide it. If you'd prefer formal support, then please do feel free to exercise that channel.
Cheers!
Occam's Razor nearly always applies when troubleshooting technology issues!
If anyone has been helpful to you, please show your appreciation by clicking the button inside of their post. Please click here and read, along with the threads to which it links, for helpful information to guide you as you proceed. I always recommend that you treat your BlackBerry like any other computing device, including using a regular backup schedule...click here for an article with instructions.
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Why have I no sound after installing ios7

Since installing ios7, my external speaker has stopped working for music and video.
I KNOW my external speaker isn't faulty because my alarm works and I am
Able to speak to people using the the speaker feature on the phone .
After reading that many iPhone 4S users have experienced the same problem
I called Apple support. They insisted that because I downloaded the update
Via my Wifi connection and NOT while connected to iTunes via my pc, the download was incomplete or faulty, even though the installation completed without any visible or obvious glitches.
I contested that if Apple, as he insisted, didn't want users to install IOS7 directly with Wifi, why did the update allow me to do it?
The long and short of it is that Apple released buggy software which, mucks up the sound drivers and won't admit responsibility for doing so. Because my phone is over a year old, they say I have to pay for support.
Shocking Customer care Apple, Steve Jobs would be so ashamed.

I'm having this same issue. Did you find a solution?

Add new SSD to optical drive or hard drive bay?

Hi all,
I am looking to add a SSD drive to my wife's macbook pro (2011-2012?), I read a few videos and articles on how to do it, but what I want to know is
whether I should install the SSD hard drive into the optical bay, and keep the original non-SSD HDD in its HDD bay, or should
I place the SSD into the HDD bay, and put the original non-SSD hard drive to optical bay? pros and cons?
I have read that macbook pro do not support hibernation on optical drive so any hard drive that is placed there won't be able to sleep.
Also I have read that only the HDD bay in macbook pro support the shock sensor, so if the original HDD is moved to the optical bay then
it loses the benefit, since SSD drive doesn't care shocks.
What will be the best approach, should I want to keep two HDDs in the macbook pro?
Cheers

The usual 'rule of thumb' is to place the SSD (boot drive) in the HDD bay. Please see this user tip:
https://discussions.apple.com/docs/DOC-4741
Ciao.

Multiple shocking issues with Windows Support

I just purchased a Mac Mini and immediately split my harddisk into 3 partitions:
1. 100GB as Mac OS Extended
2. 100GB as NTFS (for installing Windows 7)
3. 300GB as FAT32 (for sharing document and media files between 2 OSes)
1. Was shock to discover that Bootcamp cannot function once we split a harddisk into 2 or more partitions! Since my FAT32 partition is already filled with full data, I do not want to transfer 300GB out and back again, so I proceed to install Windows without Bootcamp. I do have WindowSupport drivers downloaded in thumbdrive to install after Windows installation is completed.
2. Was shock to discover that Mac Disk Utility formatted NTFS is not recognized by Windows and I have to reformat it to install Windows 7. Was no longer shock when I also realize that Mac Disk Utility formmatted FAT32 is not recognized by Windows as well. Must I transfer that 300GB of data out and reformat my 3rd partition under Windows again so that both OSes can see this partition???
3. Was shock to discover that my HDMI display is underscan in Windows. All the adjustment for the display is disabled for HDMI connect, so my full screen is much smaller in Windows than in MacOSX. Any solution to overcome this? I tried scan frequency of 50hz, 59hz and 60hz but the display size remain the same. It does not expand to 100%.
4. Was shock to discover that my WiFi that has near 100% signal under MacOSX was very weak in Windows. I checked the setting in Device Manager and it was already at 100% power. Any solution to improve this? I understand that Bluetooth, being on the same frequency of 2.4khz may interfere with the WiFi signal. How can I disable it under Windows without having to completely disable this in Device Manager? There is no bluetooth setup provided in the Control Panel.
5. Trackpad was not working under Windows at all. Do I need to install a separate driver or is it not supported in Windows at all?
Does Apple intentionally sabotage their own Windows drivers to give a flaw impression that MacOSX is superior over Windows??? I know Apple used to do this in the past such as intentionally provide the worst codec for AVI video to give a flaw impression that Quicktime video is superior to Windows Video, despite the fact that Windows Video has far superior codec (Intel Indeo) than Quicktime but was intentionally not supported on Mac.

I manage to find some solutions:
2. This is cause by the unsupported 5th primary partition that FAT32 partition is located. Some suggest removing the recovery partition so that the 5th partition become the supported 4th partition. Is there any better solution without having to remove the important recovery partition?
More details can be found here:
http://apple.stackexchange.com/questions/22528/macbook-air-lion-windows-7-boot-c amp-shared-partition
3. underscan is a common issue, just need to download the control panel for the display adaptor:
https://a248.e.akamai.net/f/674/20307/1m/www2.ati.com/drivers/hotfix/catalyst_11 .8_hotfixes/amd_catalyst_11.8_preview_driver_july_12.exe
More details can be found here:
http://forums.macrumors.com/showthread.php?t=1219702
http://neogaf.com/forum/showthread.php?p=35067848
4. disable minimum power in device manager
5. Download the unofficial driver here:
http://code.google.com/p/padset/downloads/list
More details can be found here:
http://www.labnol.org/software/apple-magic-trackpad-with-windows/14158/
https://discussions.apple.com/thread/2524400?start=15&tstart=0

Electric Shock - Apple Support

I'm using my MBP with the 3 prong adapter in a tested grounded outlet and receiving tingling shocks, not static discharge. Furthermore I really got zapped today. So I called Apple. They were very helpful but they hadn't heard of this problem before. So they sent me up the line to a supervisor who also never heard about this problem before. Now, with 150 postings about this issue on the discussion board, you'd think someone else would be calling. Do us all a favor and call them. It's free. Tell them the problem. If enough people make them aware of the issue, then they'll be more willing to develop a solution. This is a product defect. Apple's free support line is 800-275-2273. You don't need a warranty or apple care account or anything. They are very helpful. They just don't have enough data to support a solution yet.

This is probably just an oversight, but you posted this in the iBook forum. I don't think it is an issue here with plastic iBooks, but I have read numerous postings on the MBP forum about this very issue. I hope you will repost it there.
There may well be 150+ postings about this on a world wide forum such as this, but it could well be that it is rare enough that there may easily be Apple people that haven't encountered it. For some reason, people like to post on the user to user discussions forums before or rather than calling Apple.
I do agree that this does need to be reported to Apple. It sounds like an assembly fault and could be dangerous. It may well only affect a small number of computers. The only way that Apple will know is if it is reported directly to them.
Good luck on getting the word out!

Issues with PSE 11, 12 and now 13....and ZERO SUPPORT FROM ADOBE...what a shocker

PSE 11 and 12 just crash non stop after i accepted an Adobe Air update. i am right in the middle of trying to create 29 custom soccer porters for HS seniors (all volunteer work, this is not a paid job). Adober Support were absolutely USELESS! Claim PSE 11 AND 12 are no longer suported.
In desperation I purchased PSE13 to try and start fresh. i converted the catalog...but now, NOTHING PRINTS! It has bogus printers in the dropdown and I get an error message - when selecting my real printer..that there is a default printer error
please help!

Is your default printer set properly in Windows in general? Do you have several old printer drivers that are for printers that are no longer connected?
And, I wonder if it would help to reset PSE’s preferences, by holding down Ctrl-Alt-Shift as you start PSE until you get the question about whether to delete/reset PSE’s preferences, then pick Yes.

Shocked by lack of features on Mac version compared to Windows. Why?

Just downloaded Premiere elements 11 and shocked to find that the full set of features are not supported on the mac version, most notably the chroma, green and blue keying effects/ filters. Why is this?? I use a mac not as a fashion statement, but because they are the industry standard for creative businesses. ALL photographic, graphic design, editing etc suites use macs, so why give these features to windows and NOT macs? Makes absolutely no sense at all and I am shocked not to mention disappointed!!

There are differences between the Mac and PC platform, and not just with Premiere Elements, but also Premiere Pro. The PC gets more Effects, and Transitions. This was first noted in Premiere Pro CS 3, when it was ported to the Mac. Before, with Premiere Pro 1.0, through CS 2/verson 2.0, the program was PC-only. When PrPro CS 3 was introduced, the Mac-users took note that their PC friends got more than they did.
At that time, there were many posts to the PrPro Forum, regarding the differences. Adobe engineers commented on the differences between how the two platforms handled some aspects of the program - and mainly display functions. This list of Effects & Transitions in CS 3, for Mac and PC, will show what was different between those two platforms: http://forums.adobe.com/thread/460313?tstart=1470 [Note: this was for PrPro, and it has/had many differences, from PrE, so this is not a clear difference chart between PrE for the Mac and the PC, but you can get the idea. It is for background reference use only.]
Something similar happened, when PrPro went from CS 4 to CS 5, which was a 64-bit program ONLY. A lot of Effects and such were lost in the new version, and some were "old stand-bys" for users of the earlier program. In time, a few DID show up in later versions of PrPro, but not all. Some were 32-bit only, and Adobe deemed it too expensive to port all of them to 64-bit, so they were just dropped, and have never reappeared. The same thing happened with many 3rd party plug-ins. Once, they were all 32-bit, and that worked up until CS 5. Most suppliers then went back to the lab, and recoded their plug-ins for 64-bit, but not all. Some just dropped their support for PrPro.
While this does not help you get your job done (ATR's blog post will, however, and that was also why I suggested other Effects for Keying), it shows that PrE is not alone with the differences between platforms.
Good luck and happy editing,
Hunt

Hi, I got an Error 23 when trying to restore my phone. Apple support centre says its a hardware issue without doing anything to come to this conclusion. They will not tell me how to escalate this case. Please let me know if there is a way to escalate.

One day when tried to restart my iphone 4, I got a screen asking me to connect to itunes. Itunes asked me to restore my phone. When I tried to restore, I got an Error 23 saying it cannot be restored. I tried the phone support. They asked to contact the service centre. I then tried the service centre guys. They clearly did not know what Error 23 was. They asked to contact the apple support again. After 2-3 guys tried to blow me off saying it is a hardware issue, I asked for a senior analyst. Apple support assigned a senior guy who said he will contact the engineering team. After 2 days, I was told that the engineering team has confirmed that this is a hardware issue.
What I am surprised about is that no one seems to have done any analysis or debugging to figure this out. How do they decide that this is a hardware issue?
The first time I tried it from my laptop and got this message. The support guy told me that my laptop may have an antivirus software which may be causing this issue. So I took it to the service centre. They tried the same restore from their machine and got the exact same error.
The senior analyst that was later assigned to my case, again asked me to restore from my machine. I got the same error.
Basically what they had verified in all these activities was that I was getting error 23. I dont know how they decided that this was due to hardware issues?
Online documentation on Error 23 is vague. It is bunched long with other error codes. There is no clear explanation of what Error 23 is.
But most importantly It says 'In rare cases, this may be a hardware issue'.
So if it is a hardware issue in rare case, how was my case deemed to be a 'rare case'?
When I asked them to escalate this, they said that there is no way to escalate.
I have had a horrible experience with Apple support. Till this point I used to think of Apple as a class apart. But now I am totally disillusioned.
My phone was about a year and a half old. I dont mind it if it actually turns out to be a hardware issue. I will take it as my bad luck.
But I dont see how the support guys decided that this is a hardware issue. I need to know.
And secondly I am shocked that Apple has no escalation path.
Can anyone please help?

Hi @imobl,
You sound like an Apple support guy who hasn't been able to answer my questions.
To respond to some of the points you made,
- I did not ignore Ocean20's suggestion. If you has read my post, you would have known that I took my phone to the apple service centre where they tried this restore on THEIR machines. I am assuming that Apple guys know how not to block iTunes. So I actually do not understand your point about me trying the hosts file changes on my machine. Do you not believe that apple tested this issue with the correct settings?
- you also give a flawed logic of why the issue is a hardware issue. You mentioned that If I thought that the issue was with the software, i should try a restore and getting it to work. The problem is that my error (23), and many others comes up when the restore fails. And you would be astonished to know that not all errors are hardware errors. Sometimes even software errors prevent restores. Funnily enough Apple itself mention that 'in rare cases, error 23 could be hardware related'.
- all Apple has done so far is replicate the issue. I don not know how anyone can conclude that the issue is a hardware issue.
And by the way, I am not certain that this is a software bug. Again if you read my Posts, you will notice I only want a confirmation,/proof that the issue is hardware related as they mention..
Please refrain do. Responding if there is nothing to add.

How to address poor customer support

In January, I ordered a Yoga 2 Pro. The laptop arrived and met my expectations. Approximately 4 weeks later it refused to boot up. I called Technical Support.
Technical Support was less than helpful. They had me try a couple things via phone, then told me the laptop was “dead” and Lenovo would replace. I inquired about the files I had stored on the computer and was told they were impossible to retrieve.
I called Customer Support, armed with this Technical Support Ticket Number and spoke with Nxxx. She was extremely helpful. She processed the Return Order and the Replacement Order. I discussed with her my desire to retrieve personnel files and she provided local Lenovo Support Centers and advised I call them. I did call. All Support Centers advised they could not open up this laptop and it had to go back to the factory.
The next day, I logged the order number and received the below status from Lenovo’s web site:
•   Order Date 2014/02/26
•   Estimated Ship Date 2014/03/10
•   Estimated Delivery Date 2014/03/12
Sometime between March 10th and 12th, I ran the order number again on Lenovo’s web site. To my surprise, the Ship Date had changed to 3/24 and Delivery 3/26. I called Customer Support to inquire. I was advised by the agent there were “parts issues”, thus the delay. I again attempted to discuss my frustration at the lack of Technical Support’s interest in pulling the files from the defective laptop. At the end of this conversation, I went to Lenovo’s web site and wrote a complaint regarding the situation with my lost files. To date, I have never received acknowledgement from Lenovo regarding this web site complaint.
Prior to March 24th, I again called Customer Support to verify the laptop was shipping out as planned. After much frustration with the agent, I requested to speak to a supervisor. I instead received a Lead, named Pxxx. I discussed the situation with Pxxx. He was very apologetic. He promised he would look into this situation and call me back the next day. He never did.
March 27th, I ran the order number again on Lenovo’s web site. To my surprise, the Ship Date had changed to 3/4 and Delivery 3/8. I called Customer Support to inquire. The agent who spoke with me apologized. She did research on your system and advised me the laptop would ship in 24-48 hours. I questioned why Pxxx never called back. She promised to send a note for Pxxx to call me back. He never called.
March 31st, I called Customer Support. The agent advised the Ship Date was 3/4. I requested to speak with a Supervisor. He advised a Supervisor would call me back before 21:00 EST. At 20:30 EST, Lxxx called. We discussed this issue. She apologized. I expressed my frustrations having to wait 6 weeks for a replacement for a defective laptop Lenovo sold in the first place. She promised to take this up with the factory the next day and call me to advise of the results. She did not call back.
April 1st, I sent an e-mail to Lxxx requesting status. I took a screen shot from the Lenovo web site. Ship Date 4/3. Delivery 4/7.
Today I again called Customer Support. I spoke with an agent who advised Ship Date 4/9. I asked to speak with a Supervisor. I was passed to a Lead named Pxxx. I asked him if he was the Pxxx who promised to call me back two weeks ago and never did. He neither confirmed nor denied that was him. He did not apologize for not calling. He did state he was the only Pxxx in the office. I expressed my frustration. I told him I spoke with Lxxx Monday and she never called me back. Pxxx passed me to Lxxx. I asked why she did not call me back as she promised. She apologized and stated she was busy. I asked if she received my e-mail yesterday. She admitted she was behind on her e-mails and did not know if she received it or now.
I am extremely frustrated with Lenovo for 3 reasons.
1.   The laptop sold me was defective. After it died, I did some searching on the internet and it appears this is a common problem. I am shocked Lenovo has not addressed this.
2.   Technical Support ignored my requests for assistance retrieving the files from the defective computer. The made no attempt to help. I can only assume the computer has been wiped and the files are gone forever.
3.   Your Customer Support system is set up to lie to people. I do not think the people at Customer Support deliberately lied to me. They were merely repeating the information available to them. This information is set up to give false shipping data based on a 2 week window. Two weeks does not sound bad. Surely you can wait 2 weeks. On February 26th , I was lead to believe the computer would be in my hands no later than March 12th. If Lenovo truly ships the computer on the 9th (current estimate), I will have waited 7 calendar weeks. I am confident, someone knew back in February this would take longer than 2 weeks. Had Lenovo been transparent from the beginning, I would not be as upset as I am now.
I would like very much a conversation with someone at Lenovo who can address these frustrations. To date, I have spoken with agents, leads and supervisors. It is clear these people are only repeating the information available on their computer screen. They do not have any ability to contact the projection facility or technical support to research the true answers for my questions.

Thanks for noting your concerns - I believe we have received your emails and a member of our exec relations team should be working with you to ensure resolution.
If you need additional help on this, please send me a private message.
Thanks
Mark
ThinkPads: S30, T43, X60t, X1, W700ds, IdeaPad Y710, IdeaCentre: A300, IdeaPad K1
Mark Hopkins
Program Manager, Lenovo Social Media (Services)
twitter @lenovoforums
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11g R2 wont work under windows 2008 R2 doesnt support UTC, and cant change.

I posted this in error under general, and got no responses. So now Im cutting and pasting it into installation, in a last ditched attemtp to find a way to get a clean installation of oralce on a clean installation of Windows Server 2008 R2 working.
Problem:
1) cannt connect to oracle outside of box. Get "TNS Connection timeout occured"
2) em console "Sepecify Host and Target Database Credentials" always says "Connection refused: connect", even though the OS user/pass and DB user/pass are correct.
What does work:
1) I can "select * from dual" using "sqlplus / as sysdba" from the commandline on the box itself.
2) Once, before I got em console half working, I could connect to the DB from outside the box with SYS as SYSDBA using toad. Now I cant.
How I installed it:
1) created a user called "oracle" and put them in the Administrators group.
2) ran the downloaded installer for enterprise version, partition option chosen, AL32UTF8 char set, global db name: orcl, sid: orcl, "Assert all new security settings on" (No idea what this is) etc.
3) at the end of the installer it came up with the following error:
"Set the environment variable ORACLE_UNQNAME to the database unique name"
3.5) opened up the incomming connections in the windows FW for 1158 and 1521 TCP from all.
4) set ORACLE_UNQNAME as a system env var for oracle as "orcl"
5) set ORACLE_HOME to c:\app\oracle\product\11.2.0 (or should this be c:\app\oracle\product\11.2.0\dbhome_1 ??)
6) set ORACLE_SID to orcl
7) set ORACLE_HOST to dilbert (the machine name)
Rebooted.
8) logged into em console on https:
dilbert:1158 (works from inside or outside the box).
9) Entered the oracle windows user userame & pass, and SYS and pass (with connect as SYSDBA). However, it always says "Connectoin refused: connect"
Im not using a domain. computer name is correctly setup as "dilbert" in the OS.
I cant think of anything to try, and dont know how to start debugging this problem.
If I look at the running services, i see:
OracleDBConsolorcl Stopped
OracleJobSchedulerORCL Stopped
OracleMTSRecoveryService Stopped
OracleOraDb11g_home1CLRAgent stopped
OracleORADb11g_home1TNSListener Stopped
OracleServiceORCL Running
OrclVssWriterORCL Stopped
nd if i try and start those services as oracle (who is in the Administrators group) it says "The operation could not be completed. Access is denied". If I run task manager as Administrator, I can start all of them except for the TNSListener which doesnt do anything, you say start, and it stays stopped. No errors, now warnings. and the JobSchedulreORCL which says no associated devices.
HAving manually started some of the services (no idea if you are supposed to do that, cant find any installation documentation which covers before/after running the installer), when I try and specify the host and target database credentials in em console, it says:
Validation Error
Please correct the following error:
dbUserPassword - This field must be specified
However, the DB password for SYS IS specified and correct - so I have no way to fix this.
I cant find anyinformatin online where to look for log files, but there is nothing in sysman\log
Now em console is saying "Conection refused" again, and the following process have killed themselves (as will I soon)
OracleDBConsolercl Stoppped
The others which I succeded in starting are still running. So TNSListener nor jobscheduler will start, and Consolerocl kills itself after a minute.
Well, looks like I'm on my own on this one. Oracle will not intall on windows, and none seems to have noticed. Doing a day of googling reveals that all the log files which are supposed to live in sysman/log do not exist in this installation, so no help there.
However, I did find an obscure log which says:
The agentTZRegion value in C:\app\oracle\product\11.2.0\dbhome_1\wario_orcl/sysman/config/emd.properties is not in agreement with what agent thinks it should be.Please verify your environment to make sure that TZ setting has not changed since the last start of the agent.
The TZ of the windows server is set to "UTC" at long time ago. There is nothing in the oralce windows installation guide to say "Do not use UTC, the most comon server time zone in europe". There is no mention of supported windows timezones.
Now if Oracle doesnt support basic UTC, then we are all in trouble.
There are hundreds of articles with this problem and how to solve it on Unix, but almost none for Windows. Do we have to solve Oracle installation bugs ourselves? Is there no support?
Doing the below reveals that Oracle thinks that UTC is America/Rio_Branco. That HAS to be a bug.
C:\app\oracle\product\11.2.0\dbhome_1\BIN>emctl config agent getTZ
Oracle Enterprise Manager 11g Database Control Release 11.2.0.1.0
Copyright (c) 1996, 2010 Oracle Corporation. All rights reserved.
Unable to open file for logging. C:\app\oracle\product\11.2.0\dbhome_1/wario_orc
l/sysman/log/emctl.log: Permission denied
America/Rio_Branco
So what next?
The list of "supported" timezones in supportedtzs.list only lists UNIX timezones, and NO UTC!!!!!
Googling this turns up nothing - noone on the planet seems to use UTC on their servers. I find this absolutely shocking.
Windows server ONLY users UTC - it doesnt support GMT any more.
So I have to now randomly try timezones in Windows which I dont want, which will be different from all the other servers in the Datacenter. It means all our reports will be out by 1 hour in summer ifI have to chose a timzeone which has daylight savings, compared with all the other databases which are UTC (not daylight savings).
I would expect this from freeware maintained by one person in his garage.
It seems that this Timezone issue emans Oracle will not run on windows.
Tried a lot of things, including setting the timzeonse in windows to be "(UTC) Dublin, Edinburgh, Lisbon, London", which unfortuantely is not UTC (as it is affected by daylight savings).
When you run
"emctl config agent getTZ"
you get:
"Europe/London"
The only oracle documentation I can find on this subject tells you to edit the emd.properties, and modify the agentTZRegion property, which doesnt exist.
I tried the following command:
"c:\app\oracle\product\11.2.0\dbhome_1\BIN>emctl resetTZ agent"
Which tells you to execute:
SQL> exec mgmt_target.set_agent_tzrgn('wario:3938','Europe/London')
SQL> commit
However, when I do this, I get:
SQL> exec mgmt_target.set_agent_tzrgn('wario:3938','Europe/London')
BEGIN mgmt_target.set_agent_tzrgn('wario:3938','Europe/London'); END;
ERROR at line 1:
ORA-20233: Invalid agent name wario:3938
ORA-06512: at "SYSMAN.MGMT_TARGET", line 3811
ORA-06512: at line 1
Great. Obviosly, Im loggin in as SYS as no other users have been setup, and certainly I have not seen nor created nor set the password for "em repository user".

I posted this in error under general, and got no responses. So now Im cutting and pasting it into installation, in a last ditched attemtp to find a way to get a clean installation of oralce on a clean installation of Windows Server 2008 R2 working.
Problem:
1) cannt connect to oracle outside of box. Get "TNS Connection timeout occured"
2) em console "Sepecify Host and Target Database Credentials" always says "Connection refused: connect", even though the OS user/pass and DB user/pass are correct.
What does work:
1) I can "select * from dual" using "sqlplus / as sysdba" from the commandline on the box itself.
2) Once, before I got em console half working, I could connect to the DB from outside the box with SYS as SYSDBA using toad. Now I cant.
How I installed it:
1) created a user called "oracle" and put them in the Administrators group.
2) ran the downloaded installer for enterprise version, partition option chosen, AL32UTF8 char set, global db name: orcl, sid: orcl, "Assert all new security settings on" (No idea what this is) etc.
3) at the end of the installer it came up with the following error:
"Set the environment variable ORACLE_UNQNAME to the database unique name"
3.5) opened up the incomming connections in the windows FW for 1158 and 1521 TCP from all.
4) set ORACLE_UNQNAME as a system env var for oracle as "orcl"
5) set ORACLE_HOME to c:\app\oracle\product\11.2.0 (or should this be c:\app\oracle\product\11.2.0\dbhome_1 ??)
6) set ORACLE_SID to orcl
7) set ORACLE_HOST to dilbert (the machine name)
Rebooted.
8) logged into em console on https:
dilbert:1158 (works from inside or outside the box).
9) Entered the oracle windows user userame & pass, and SYS and pass (with connect as SYSDBA). However, it always says "Connectoin refused: connect"
Im not using a domain. computer name is correctly setup as "dilbert" in the OS.
I cant think of anything to try, and dont know how to start debugging this problem.
If I look at the running services, i see:
OracleDBConsolorcl Stopped
OracleJobSchedulerORCL Stopped
OracleMTSRecoveryService Stopped
OracleOraDb11g_home1CLRAgent stopped
OracleORADb11g_home1TNSListener Stopped
OracleServiceORCL Running
OrclVssWriterORCL Stopped
nd if i try and start those services as oracle (who is in the Administrators group) it says "The operation could not be completed. Access is denied". If I run task manager as Administrator, I can start all of them except for the TNSListener which doesnt do anything, you say start, and it stays stopped. No errors, now warnings. and the JobSchedulreORCL which says no associated devices.
HAving manually started some of the services (no idea if you are supposed to do that, cant find any installation documentation which covers before/after running the installer), when I try and specify the host and target database credentials in em console, it says:
Validation Error
Please correct the following error:
dbUserPassword - This field must be specified
However, the DB password for SYS IS specified and correct - so I have no way to fix this.
I cant find anyinformatin online where to look for log files, but there is nothing in sysman\log
Now em console is saying "Conection refused" again, and the following process have killed themselves (as will I soon)
OracleDBConsolercl Stoppped
The others which I succeded in starting are still running. So TNSListener nor jobscheduler will start, and Consolerocl kills itself after a minute.
Well, looks like I'm on my own on this one. Oracle will not intall on windows, and none seems to have noticed. Doing a day of googling reveals that all the log files which are supposed to live in sysman/log do not exist in this installation, so no help there.
However, I did find an obscure log which says:
The agentTZRegion value in C:\app\oracle\product\11.2.0\dbhome_1\wario_orcl/sysman/config/emd.properties is not in agreement with what agent thinks it should be.Please verify your environment to make sure that TZ setting has not changed since the last start of the agent.
The TZ of the windows server is set to "UTC" at long time ago. There is nothing in the oralce windows installation guide to say "Do not use UTC, the most comon server time zone in europe". There is no mention of supported windows timezones.
Now if Oracle doesnt support basic UTC, then we are all in trouble.
There are hundreds of articles with this problem and how to solve it on Unix, but almost none for Windows. Do we have to solve Oracle installation bugs ourselves? Is there no support?
Doing the below reveals that Oracle thinks that UTC is America/Rio_Branco. That HAS to be a bug.
C:\app\oracle\product\11.2.0\dbhome_1\BIN>emctl config agent getTZ
Oracle Enterprise Manager 11g Database Control Release 11.2.0.1.0
Copyright (c) 1996, 2010 Oracle Corporation. All rights reserved.
Unable to open file for logging. C:\app\oracle\product\11.2.0\dbhome_1/wario_orc
l/sysman/log/emctl.log: Permission denied
America/Rio_Branco
So what next?
The list of "supported" timezones in supportedtzs.list only lists UNIX timezones, and NO UTC!!!!!
Googling this turns up nothing - noone on the planet seems to use UTC on their servers. I find this absolutely shocking.
Windows server ONLY users UTC - it doesnt support GMT any more.
So I have to now randomly try timezones in Windows which I dont want, which will be different from all the other servers in the Datacenter. It means all our reports will be out by 1 hour in summer ifI have to chose a timzeone which has daylight savings, compared with all the other databases which are UTC (not daylight savings).
I would expect this from freeware maintained by one person in his garage.
It seems that this Timezone issue emans Oracle will not run on windows.
Tried a lot of things, including setting the timzeonse in windows to be "(UTC) Dublin, Edinburgh, Lisbon, London", which unfortuantely is not UTC (as it is affected by daylight savings).
When you run
"emctl config agent getTZ"
you get:
"Europe/London"
The only oracle documentation I can find on this subject tells you to edit the emd.properties, and modify the agentTZRegion property, which doesnt exist.
I tried the following command:
"c:\app\oracle\product\11.2.0\dbhome_1\BIN>emctl resetTZ agent"
Which tells you to execute:
SQL> exec mgmt_target.set_agent_tzrgn('wario:3938','Europe/London')
SQL> commit
However, when I do this, I get:
SQL> exec mgmt_target.set_agent_tzrgn('wario:3938','Europe/London')
BEGIN mgmt_target.set_agent_tzrgn('wario:3938','Europe/London'); END;
ERROR at line 1:
ORA-20233: Invalid agent name wario:3938
ORA-06512: at "SYSMAN.MGMT_TARGET", line 3811
ORA-06512: at line 1
Great. Obviosly, Im loggin in as SYS as no other users have been setup, and certainly I have not seen nor created nor set the password for "em repository user".

Support is Shocking

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