[danbrew]

Has anybody ever gotten an answer other than "ah, well you should probably reinstall the OS" when you call Apple for OS X questions?

I've called twice for different issues and was a bit surprised that was the first answer - within a few seconds of me describing the issues (permissions related). I asked that an issue go to Tier II and while this guy was more knowledgable, he seemed unwilling (or unable) to discuss any type of solution other than a complete reinstall.

hmmm...

[Ω]

For me a reinstall is the LAST thing you should do.

What better way to understand your machine than when it breaks, so you can understand why it broke. This is why PC users are "smarter" users, as they are constantly "gaining understanding"!

I read on another forum a nice list of 20 things to try before the dreaded install. Did not quite agree on the order of what it said but it gave a comprehensive outline of some of the tricks that can be performed.

[LeonD]

And what forum did you find the list on?

LeonD

Originally posted by _?_:

I read on another forum a nice list of 20 things to try before the dreaded install. Did not quite agree on the order of what it said but it gave a comprehensive outline of some of the tricks that can be performed.

[tungtied07]

Apple Service and Support (1800APLCARE) is usually good techsupport. But yesterday it was an exception. This guy could not figure out why my trackpad option in the mouse control panel will not show up so I got transfered to level 2 tech. The other guy could not figure it out either. He asked me to move this folder out of the system folder and restart. I restared, but the Mac now cannot boot!!!!!! He was like he didn't give a crap he messed up my computer. Then he was like, "Oh looks like you need to completely reinstall the OS" then a few moments later he hanged up. I was am very mad at him and Apple right now...(right now reinstalling the OS).....

Didn't bother to call them back, the hold time was wayyy too long...

[LeonD]

Thanks. Good info to know.

LeonD

[danbrew]

Yes, my point exactly - "reinstall the os" is a dumbass answer. Especially since one of the support people told me to format the hard drive first. that's just like burning down your house because you want to paint it a different color.

I use my macs for work and don't screw around and load beta software or hack into the os or screw around with the sudo commands - none of that stuff. dammit, when I have a problem, I expect some help - not "format your hard drive and reinstall." I could have thought of that myself - especially since I'm paying for Applecare. I am completely unimpressed with the quality of technical help from Apple - at the Applecare line and in the stores.

It almost feels as if Apple doesn't want to assume liability for helping you with a "hack" or an unsupported fix. I would much rather they run through the list of all possible issues to try to resolve my problem - and if they fail, then they can offer "unsupported" solutions with the caveat of "if you trash your system, we can't help you." In my mind that is always better than "format your hard drive" - if for no other reason than giving you the opportunity to back up your data.

fwiw.

[SEkker]

The last two times, I've taken my powerbook to an Apple store to avoid this response from an AppleCare call.

The time I saved more than covered the travel time, and I had a much more pleasant all-around experience. Besides, it meant an excuse to go to the Apple store!

[Ω]

Typically if you ask on one of the forums you will get better answers anyway. You might not get an immediate response but most likely you will get a better response. Though I should stress that the search function (and googling) are essential or else you might get a flame from the members - I love all all the "I am deciding on a computer, but wait my situation is different" threads!