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Apple apologizes for MobileMe delays, extends subscriptions

.Mac transition was 'rocky' admits Apple

Following PC Advisor’s news piece that angry MobileMe subscribers were demanding refunds for the breaks in their .Mac services, Apple has relented and extended all users’ subscriptions.

Apple’s launch of MobileMe last Friday was bumpy with many users not being to login at all, while others had difficulty getting anything to sync properly. Apple on Wednesday recognized those problems and is offering an olive branch to all MobileMe subscribers.

“The .Mac to MobileMe transition was a lot rockier than we had hoped but everything is now up and running,” Apple spokesman, Bill Evans, told Macworld. “We want to apologize to our loyal customers and express our appreciation for their patience by giving all current subscribers an automatic 30-day extension to their MobileMe subscription free of charge.”

In an email to all MobileMe subscribers, Apple said that all of the problems with the service’s Web apps have been worked through.

Apple will also stop using the word “push” to describe everything in MobileMe. The problem, as many people found out, is a delay of 15 minutes to get information synced from your computer to the cloud and then to the other devices. Changes to and from the iPhone and Web apps was immediate and remains that way.

“They really did the right thing, in the right way," said Michael Gartenberg, vice president and research director at Jupiter Research. "First acknowledging the problems and then offering a gesture of goodwill. It’s not important whether you have glitches or not, it’s important how you deal with them.”

The extension to MobileMe will show up automatically in your account in the next few weeks.

Here is the full text from Apple:

We have recently completed the transition from .Mac to MobileMe. Unfortunately, it was a lot rockier than we had hoped.

Although core services such as Mail, iDisk, Sync, Back to My Mac, and Gallery went relatively smoothly, the new MobileMe web applications had lots of problems initially. Fortunately we have worked through those problems and the web apps are now up and running.

Another snag we have run into is our use of the word "push" in describing everything under the MobileMe umbrella. While all email, contact or calendar changes on the iPhone and the web apps are immediately synced to and from the MobileMe "cloud," changes made on a PC or Mac take up to 15 minutes to sync with the cloud and your other devices. So even though things are indeed instantly pushed to and from your iPhone and the web apps today, we are going to stop using the word "push" until it is near-instant on PCs and Macs, too.

We want to apologize to our loyal customers and express our appreciation for their patience by giving all current subscribers an automatic 30-day extension to their MobileMe subscription free of charge. Your extension will be reflected in your account settings within the next few weeks.

We hope you enjoy your new suite of web applications at me.com, in addition to keeping your iPhone and iPod touch wirelessly in sync with these new web applications and your Mac or PC.

Thank you,

The MobileMe Team


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