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Socially Awkward Solo · Jun 8, 2006, 04:06 PM

I recently purchased this app:

http://www.griffintechnology.com/products/ifill/

After purchasing it I sent support a VERY simple question by email. This has been going back and forth for days now...

Me:
"Quick Question. Approximately when is the app going to be universal app?"

Tech Support:
"It is now. Have a good one."

Me:
"Sorry, I am confused. The current version on your site is 1.10, I downloaded it and it tells me that it is a PowerPC app not universal."

Tech support:
"Are you running service pack 2? And do you have the latest Java update?
Check these two things and let me know."

Me:
"Actually I am on a Mac on OSX. Universal means it is an Apple app that is native to PowerPC and Intel Macs not just PowerPC app running in emulation on an Intel Mac."

Tech Support:
"You are right I just had to exercise all possibilities. Do you have the latest Java and OS updates for your Intel Mac."

Me:
"I do have them installed. Although I am quite sure that iFill does not use java nor will having it installed or OS updates change the fact that iFill reports that it is compiled as a PowerPC app at version 1.10 (the latest on your website)."

Tech Support:
"Also make sure that you have the latest iTunes update. If it is then you
might need to uninstall and reinstall the iFill software.

First, make sure you are using the latest version of iTunes and have the
latest version of the software for your iPod. You can download the iPod
software updater here: http://www.apple.com/ipod/download/

Also, make sure you are using the latest version of iFill. You can find the
most recent version on our website here:
http://www.griffintechnology.com/sof...are_ifill.html (to top it off it is dead)

If this does not correct the problem, completely remove the iFill software.
To do this, move the following files to the trash:
Applications/iFill
Home/Library/Preferences/com.griffintechnology.ifill.plist

After this, repair your disk permissions. To do this, open Disk Utility. It
can be found in the Utility folder in your Applications. In Disk Utility
select your hard drive and click the “Repair Disk Permissions” button. After
this process has completed, restart your computer.

Now, reinstall iFill making sure you have the latest version of the
software. You can download it from our website here:
http://www.griffintechnology.com/sof...are_ifill.html

If this does not help, then you may want to do a complete restore of your
iPod software. This will completely reinstall all of your iPod software and
in effect "clean-up" any messy database issues that may be at play. Keep in
mind, this process will remove any songs or data you have transferred to the
iPod, so be sure to back this up before proceeding with this step."

Now if I would have known that the support was this bad I probably wouldn't have bought the app in the first place.

Anyone else have similar stories from companies who "support" Macs?

rickey939 · Jun 8, 2006, 04:20 PM

Wow.

olePigeon · Jun 8, 2006, 04:25 PM

Sorry, SWG, I don't have an opinion until you install Java.

Socially Awkward Solo · Jun 8, 2006, 04:27 PM

Anywho, this is what I wrote back to the yo-yo:

"With all due respect you seem to have absolutely no idea what I am asking.

Again, my question is "When will iFill be a universal app?". This does not mean separate applications for both Mac and PC. It means an application that runs natively on Intel based Macs and not in emulation.

If you don't know what that means you can look it up here:
http://www.apple.com/universal/

Second the link you provided on your own site does not work:
http://www.griffintechnology.com/sof...are_ifill.html

Now repairing my permissions, installing Java, Windows Service Pack 2, deleting preferences, reinstalling iTunes and reformatting my iPod will have absolutely no effect on the fact that iFill is currently a PowerPC app and NOT a universal Binary. I know this because doing a get info or looking at the process viewer clearly shows me that it is a PowerPC app.

If you still do not understand the question please pass this email onto someone with more Macintosh experience.

As a paid customer I don't think that it should take this many days and emails to answer such a simple question.

Sincerely,
Mark"

rickey939 · Jun 8, 2006, 05:25 PM

You'll probably get passed on to dev/null, however, I like the response.

eltrut · Jun 8, 2006, 05:30 PM

It's a customer support bot. You are not dealing with a human being, nobody can be that ignorant.

Ah, scratch that. It's probably a Canadian. *duck*

Socially Awkward Solo · Jun 8, 2006, 05:44 PM

Originally Posted by eltrut

Ah, scratch that. It's probably a Canadian. *duck*

Nashville, TN

Well that partly explains it

Railroader · Jun 8, 2006, 05:44 PM

Originally Posted by eltrut

It's a customer support bot. You are not dealing with a human being, nobody can be that ignorant.

Ah, scratch that. It's probably a Canadian. *duck*

Uncalled for.

EDIT: Nevermind, you've been banned.

Railroader · Jun 8, 2006, 05:47 PM

Originally Posted by Socially Awkward Solo

Nashville, TN

Well that partly explains it

Also uncalled for.

ON TOPIC: I once had a Canon printer tech support guy ask me to grab my printer (BJ-90 from 1995) and shake it as hard as I could. I asked him if I broke anything would I be responsible or would Canon buy me a new printer. He said it would be my fault and Canon wouldn't cover it.

Luckily Canon has improved remarkably and the last printer I bought from them was DOA and they had a new one to me in less than a day.

Jun 8, 2006, 08:52 PM

I agree that it's obviously a support bot. I suspected at the second response, and was all but convinced at the third.

If you really want to know, call them up and talk to a person.

Rumor · Jun 8, 2006, 09:13 PM

Originally Posted by hayesk

I agree that it's obviously a support bot. I suspected at the second response, and was all but convinced at the third.

If you really want to know, call them up and talk to a person.

That will work if you speak Hindi.

Jun 9, 2006, 12:24 AM

Originally Posted by Rumor

That will work if you speak Hindi.

Uhm... this is Griffin Technology. They're way too small to outsource to India.

JoshuaZ · Jun 9, 2006, 12:32 AM

Originally Posted by hayesk

Uhm... this is Griffin Technology. They're way too small to outsource to India.

You never know. It is the wave of the future.

Though I wish my students spoke as good of english as half the Indian people I've met.

greenamp · Jun 9, 2006, 01:03 AM

Originally Posted by Socially Awkward Solo

Nashville, TN

Well that partly explains it

:flipoff:

Socially Awkward Solo · Jun 9, 2006, 09:24 AM

Originally Posted by hayesk

I agree that it's obviously a support bot. I suspected at the second response, and was all but convinced at the third.

Right now I am working under the theory that it is a drunk chimp that they have taught to send some template emails.

Socially Awkward Solo · Jun 9, 2006, 12:09 PM

Ok anyone else want to download this app just so I know I am not going crazy?
http://www.griffintechnology.com/support/ifill/

Cuz on 3 computers it all says PPC for me.

To top it off this is the latest email:
"I fully understand what you are talking about. We have many Intel Macs with
in our company. Ifill has proven itself to work without fail. I was merely
suggesting updates to make sure everything runs smoothly. Try the
suggestions. If that doesn't work then let us know. It is universal. I
thought I was clear before. I'm sorry if I wasn't. Have a great weekend."

greenamp · Jun 9, 2006, 12:10 PM

SAS, maybe it's you.

Socially Awkward Solo · Jun 9, 2006, 12:13 PM

Originally Posted by greenamp

SAS, maybe it's you.

Well hopefully it isn't me but the 3 different computers I tried it on.

If you want to download it and let me know that would be great.

Dakar · Jun 9, 2006, 12:20 PM

Originally Posted by Socially Awkward Solo

How do I know you took that picture on an intel Mac?

Socially Awkward Solo · Jun 9, 2006, 12:22 PM

Originally Posted by Dakar

How do I know you took that picture on an intel Mac?

That pic was on A PPC actually but the Intel ones say the exact same thing.

Chuckit · 12:29 PM

/Volumes/iFill/iFill.app/Contents/MacOS chuck$ file iFill
iFill: Mach-O executable ppc

So yeah, not universal.

Chuckit · Jun 9, 2006, 12:28 PM

EDIT: Forums being weird…

Dakar · Jun 9, 2006, 12:31 PM

Judging by the created date on that thing, it would be virtually impossible for it to be Universal.

Socially Awkward Solo · Jun 9, 2006, 12:33 PM

Originally Posted by Dakar

Judging by the created date on that thing, it would be virtually impossible for it to be Universal.

That is what I was thinking also. But I think devs did have machines for a few months so I think they COULD have done it.

Either way this guy seems totally wrong and clueless.

olePigeon · Jun 9, 2006, 12:37 PM

Just for you SWG:

http://www.penny-arcade.com/images/2006/20060609.jpg

Socially Awkward Solo · Jun 9, 2006, 12:41 PM

So I called tech support and got a message that they are in a meeting for an hour. Hopefully discussing on making apps universal.

Socially Awkward Solo · Jun 15, 2006, 05:22 PM

Finally! No more BOT!

"You are right. I totally put my foot in my mouth on that part. Well now when people say how do you stay humble I can tell them this story. =) My confusion came in knowing that we are about to release the universal version and I thought we already had on the website. It will be releasing very soon, but I am working on getting you an advanced copy for you. The version you do have should still work with your Intel Mac, and will be just as fast as the binary. Thanks for your patience."