It Just Works?
I was going to write about my experience updating to Mountain Lion yesterday. I haven't yet, in large part to not feeling I should have to pay $19.99 for the OS. And I shouldn't.
I bought a new MacBook Air (my first Mac machine) in June after the new models came out. Apple's "Up To Date" program promises a free upgrade if you have bought their new hardware recently.
Apple first requires the customer to go to a special webpage to enter in their serial number, when it was bought, where it was bought, etc. Then, Apple sends out two emails. One, has the redemption code in an attachment. The attachment is password protected. The second email has the password for the first email's attachment.
Apple accidentally launched the redemption early this week and then took it offline. They recycled the redemption codes issued early though, leaving myself and others with codes already used. There has been no official response from Apple. When I called the first time, they stated the "used code" would be re-activated within 72 hours. A second call advised that a new code would be sent within 72 hours. A new code did arrive, but it was for OS X Server, not Mountain Lion. A third call advised a third code would be sent within 24 hours.
What have I learned from this? Just like when you buy a new car, you expect everything to work. When it doesn't, it's easy to get irritated. From a call center standpoint, first contact resolution is so important. Every call, I was polite but thoroughly disappointed in the outcome each time. Patience, politeness, and persistence. That's the way I'll save $19.99. And lots of free time on my hands.
