____________________________________________

I am writing you in hope to get a resolution to this ongoing problem. I have a case open since beginning of 2006 when I first installed 10.4 server. I work for a school in San Diego and we bought multiple copies of 10.4 server. The problem is that the print quotas advertise in 10.4 won’t work at all and they are also advertise in 10.5 server and guess what they don’t work in 10.5 server either. I’ll keep it short one last thing you are selling a product that does not work as advertise, I am surprise that a class action law suit has not been started on this. I hope to have a resolution soon we have lost money by purchasing your product why? It’s does not work so we gave you money and got nothing back second since your tech support has done nothing about it we have lost money from all the toner and paper wasted.

Jose Cerna

From: Cerna Jose
Sent: Fri 4/4/2008 11:19 AM
To: Joshua Rude
Subject: RE: Print Server

Josh when I called today they gave me this case number new 95283515.

Jose Cerna

—–Original Message—–
From: Joshua Rude [mailto:rude@apple.com]
Sent: Thu 3/27/2008 1:57 PM
To: Cerna Jose
Subject: Re: Print Server

Do you remember the name of the AppleCare Rep. you talked to?

On Mar 25, 2008, at 2:15 PM, Cerna Jose wrote:
> Josh I called them again and this is what the engineer responded.
>
> The printer drivers are the problem, apple cannot be responsible for
> manufacture drivers (HP).
>
> Let me give you an update of what I have discovered.
>
> If you use any of the manufacturer drivers (i tested all major
> brands HP, brother, etc) on the client and the server this is what
> happens:
> Client and Server – print quotas don’t work at all and you cant use
> special options like print form manual tray
> Client only Server Generic driver – print quotas don’t work at all
> and you cant use special options like print form manual tray
> Client and Server Generic driver – print quotas work and you can
> send jobs to manual tray, but we still have the problem that it does
> not count the number of copies.
>
> I asked to be given a new case number and i was Denied. He said he
> was going to try to continue work on the print quotas using Generic
> drivers only. I am afraid using a generic driver cause other problems.
>
> To me it is irrelevant that the manufacturer drivers don’t work
> because none of them do, at least not one that I could find. Do each
> manufacturer need to make an specific driver just so apple’s print
> quotas can work? I would think that apple being the ones making the
> print server application would have tested and worked around the
> manufacturer drivers.
>
> I know that the workaround in 10.4 is to use appletalk but that’s
> not an option for us. I need to use LPR or IPP and SMB for the
> windows clients, I have not had a chance to test the quotas using
> windows clients so I guess I should. I will keep calling apple care
> to get updates I’ll keep you posted if you can please escalate this
> it will be help full.
>
>
> Thank you
> Jose Cerna
>
>
>
> —–Original Message—–
> From: Joshua Rude [mailto:rude@apple.com]
> Sent: Tue 3/25/2008 11:22 AM
> To: Cerna Jose
> Subject: Re: Print Server
>
>
> The quota, not counting copies, issue for 10.5 server requires a new
> case. AppleCare would like for you to contact them.
>
> The previous issue Quotas not working for LPR queues was resolved in
> 10.5. Engineering has not addressed the issue under 10.4.x . The
> workaround in 10.4.x is to use Appletalk instead of LPR.
>
> Please send me the new case number for the counting copies.
>
> On Mar 14, 2008, at 9:56 AM, Cerna Jose wrote:
>> Print Server:
>>
>> 10.4- Print quotas never resolved
>>
>> 10.5- Print quotas work but only if you sent the jobs one at a time.
>> Example – Quota is 10 pages, I can send a multiple jobs that are one
>> page each and when i sent ten jobs my quota would be reach
>> (1×10=10pages). Or I can send ten jobs all 1 page each but ask for
>> 100 copies of each job and my quota will reach only after i send the
>> 10th job (10×100=1000pages) so the quota is working but it does not
>> take into account the 100 copies asks it counts it as one page.
>>
>> Can you please send me the information on getting the iBooks to wait
>> longer to logon so they get all information from the server and also
>> do you know of a way to manually connect to a windows shared
>> printer. I can do this in10.3 and 10.4 but not 10.5. Thank you for
>> all your help Josh and I am sorry to keep going back to you about
>> the print quotas but now more than ever we need to conserve
>> resources and our principle does not like that we paid for this and
>> we can’t use it.
>>
>
> –
> Joshua Rude
> Senior Systems Engineer: ACTC, ACSA
> K-12 Education
> Apple Inc.
> 1.760.476.9879
> E-Mail: rude@apple.com
>
> Macintosh. The shortest distance from inspiration to reality.
>
>
>
>
>

–
Joshua Rude
Senior Systems Engineer: ACTC, ACSA
K-12 Education
Apple Inc.
1.760.476.9879
E-Mail: rude@apple.com

Macintosh. The shortest distance from inspiration to reality.

What’s the point of spending €2000 on a laptop and then hosing it?

I also believe Dell offers an accidental damage service.

it sounds like you have the perfect solution….buy a worthless PC for $300 and when you drop it in the tub you can get another new one for another $300—problem solved…you get a new machine whenever you can’t seem to take care of the one you have!!!!!!

Truth in blog-journalism is rare.

In summary, it is unreasonable to expect ANY company to evaluate the damage caused by YOUR mistake for free. (I remember CompUSA wanted $150 to touch my machine – cost of repairs would be extra).

So, does Apple give away an hour or three of technicians time in the interests of customer relations? I wouldn’t. it’s exactly the same as when my car blew its engine (out of warranty). For free, the dealer would tell me “You need a new engine.” For $500, they’d take it apart and tell me exactly what failed.

You know, the funny part is that – in this particular area…writing about Apple…you can’t win. If you say things positively about them then you’re a fanboy. If you say anything negative about them then you’re bombarded with hate mail.

All I can do is tell you what I’ve experienced. I’ve been treated very well by the company, and I can’t complain.

I can tell you in general I don’t like the “geniuses” at the Apple store, but so far in my Apple experience I have had 3 major issues with Apple products.

1 – My first iPhone was defective. The video didn’t render in full color. Apple replaced it the same day with a new unit.

2 – My Macbook Pro battery died. Apple replaced it the same day.

3 – My Macbook Pro gave me several problems that appeared to me to be hard drive failure – when I finally contacted them about it it was 3 weeks out of warranty – they have fixed it anyway, at no charge to me.

How can I possibly complain about that, or not think they do a good job with customer service?

I can only write about my own experiences. If you’ve had a bad AppleCare experience, by all means, share it. I haven’t had one yet – aside from the first time I called about the Macbook Pro issue, where a service tech gave me the wrong information about getting my MBP fixed – which Apple quickly corrected.

Having said that, I do agree that Apple’s bottom line is money. I don’t live in a fairy world where Apple isn’t concerned about money.

Fast forward a year or two, I buy a Rev. A Macbook Pro (buzzing issue) which I proceed to have it replaced seven times (no joke) before I get one to my liking. Throughout that process Apple is polite and never puts up any sort of problem

Most recently my iPhone stopped recognizing when the headphones were in or not. I bring it into an Apple store and boom, new iPhone on the spot.

So there you go, I am a aapl shareholder and Apple has been good to me as a consumer.

Honestly this individual deserved the sarcastic response from Apple, it’s a basic characteristic of being an adult: write in a polite manner and you will receive a polite response. Make accusations and kick and scream and you are left out in the cold like this poor sap.

I’ve been a dedicated Mac user for 16 years. I use Apple products because they work better than their competitors. I’m fortunate. I’ve only owned one Apple clunker. My experience with that one wayward machine (along with the experiences of my Apple using friends) showed me that Apple will obfuscate, mislead and deny their own issues in order to avoid making your machine “just work.” They frustrated me enough that I just gave up (despite purchasing Applecare) and continued to use a defective product.

My point is this: Apple makes a superior product. They can abuse customers who recognize that the alternative product isn’t going to be as good. The bottom line for Apple is not customer satisfaction, it’s making money. They’ll only treat us better when the competition forces them to do it by making better products.

In all seriousness, read my post and make sure you understand what I wrote about.

I didn’t say, not once, that the guy wants it repaired for free. He wants the damaged assessed for free. I said that – twice.

Damage assessment and the actual repair are two very different things.

This guy doesn’t want it fixed for free. He wants to be sure the mac will be fixed after he pays that money.

He used a lame scare tactic, I agree with that.

But Apple’s response wasn’t any better. Instead of that, they should have forget all about it and ignore that email.

And of course, I don’t really belive that email is for real…

Michael, your fanyboy meter is pretty darn high right now.

There is no customer service method in the WORLD that will make everybody happy. If you check hard enough, you’ll always find someone who thinks they got the short end of the stick because they didn’t get everything they wanted for nothing in return.

I guess the question is can or should companies give free estimates for repairs? I can understand the user’s frustration. I have had hardware die in the past and if the company doesn’t provide free estimates its always a quandary- should I have it checked (and possibly throw money down the drain) or buy new? But also can companies afford to provide free estimates?

What do you think?