In fact, if the system is mission critical, OS updates are something of a safeguard-since they often contain urgent bug fixes. You must realize that Apple pushes automatic updates, and that it isn't something you turn off on "mission critical" systems. Apogee-being an Apple technology partner-should be communicating *before* they roll-out updates to their OS, such that, at a minimum, a warning is presented to the user. Is the xxs-xxx-xxxx a good one to reach you at?Ĭustomer: You're missing the point. XXXXX: What I was saying is that Software Update doesn't update our products.īut, yes, I will send an email to my manager right now. That's an unacceptable position for your company to take!) (And, by the way, Apple's software updates-considering all this-indeed do have a lot to do with your products. This a huge hiccup in the promotion of the Apple/Apogee partnership, and devalues that aspect of your offerings considerably. If I don't hear back about this in a timely manner, I'll be escalating this in any fashion that I can. Please escalate this in any way possible. Can I reach you at your email address?Ĭustomer: Yes, but please do so very soon. XXXXX: I would have to inquire with my manager about an upgrade for you, as we don't have a program in place. I understand your frustration and, again, I apologize, but that is the only workaround right now.Ĭustomer: What's that have to do with not having an upgrade program in place to allow users to purchase the 64 and restore their systems? Are you partners with Apple, or not? Unfortunately, at this time, the only workaround I have is to revert to 10.6.7. That's why it's a good idea to turn off automatic updates on a mission critical work system. ![]() XXXXX: No, Software Update doesn't have anything to do with our products. I would, at least, expect Apple's upgrade system to detect the Symphony 32 and warn the user of the incompatibility.Īnd you're tell me there's nothing you can do for me? ![]() Apogee and Apple are promoted as "partners." This is one of the reasons I purchased the system in the first place. Unfortunately, reverting to 10.6.7 is the only way around this at this time.Ĭustomer: Well, that's *very* disappointing-to say the least. The Symphony 64 card will definitely work with the Rosetta, but we do not have any upgrade programs. ![]() XXXXX: I apologize for your frustration and for the inconvenience. Is this card compatible with my Rosetta 800? I've also contacted my Sweetwater representative about this problem, but have yet to hear back, and my need is urgent! I have a session scheduled today, and my system is down as a result of this. Do you have an upgrade path to the Symphony 64 PCI-e card? 2. ![]() Give that these OS updates are automatic on my system, and there was no notice or warning sent to me by Apogee beforehand, reverting to 10.6.7 is impossible (since I don't use Time Machine to do backups-which is a system option.) So, the questions I have are: 1. This couldn't have happened at a worse time. Consequently, my Symphony 32 PCI-e card is now incompatible and has brought my DAW (Logic Pro 9) to its knees. Over the weekend, my Mac OS X 10.6.7 system was automatically updated to 10.6.8. Â How can I help you today?Ĭustomer: Hello. XXXXX: Hello! Â I am an Apogee customer service representative here to assist you with your tech support needs. Please wait for a site operator to respond. The names and personal info have been removed to keep this on as professional a level as possible (albeit, I was pissed-if I may say that on this forum-and will continue to be until I get a reasonable response from Apogee or Apple). In case you're tempted to contact Apogee's Customer Support about this issue-which I find incredible, in light of the highly promoted Apogee/Apple technology partnership, and Apogee's consequent position of washing their hands of the Apple's updates, and their impact on their installed user base-this is a chat log I just had, that may be of interest.
0 Comments
Leave a Reply. |
AuthorWrite something about yourself. No need to be fancy, just an overview. ArchivesCategories |