Dear Melbourne IT Leadership Group,
I would like to send my sincere commendations to a member of your hosting support team by the name of “Sank”.
In the last week, I have been screwed around ROYALLY by several of your staff. Sank was the only one who seems to know what he’s doing.
On 30 November, I received an email regarding one of our domain names ‘nelsongoc.com’. The email advised “The following account has been deleted and is no longer accessible.” This is, I might add, a completely useless email. It tells me nothing about the situation. So I rang your support line and spoke to a gent (whose name I unfortunately didn’t write down) who advised me that our domain name was registered through to 2019 and that this email was only regarding our hosting service. I asked if allowing this hosting service to expire would affect our MX records on the domain, as they were pointing to Google Apps. He assured me that letting the hosting expire would not affect our MX records in any way. So we let it expire.
A week later, our email for this domain (which we use to run several businesses I might add) stopped working.
So I rang again last night (8 Dec) and spoke with someone else who told me the same thing as the gent on 30 Nov. I explained that our email had stopped working but he assured me it had nothing to do with the MelbourneIT side of our service.
After scratching my head for another 15 minutes, I rang back AGAIN and this time spoke with a gent called “Niz” who explained that everything I’d told had been incorrect and that I did, in fact, need your hosting service to re-direct our MX records to Google Apps. He offered to set up this service for me – at a cost of $219 p.a.! I asked him if there wasn’t another way to change the MX records – after all, every other domain name registration service we use has this functionality built into the domain service – but he assured me that there was no other option. So I agreed to proceed with setting up the new hosting service. He sent me an email with the new login for the service a few minutes later. However when I tried to login to the DNS section, I was asked for the login a second time but it wouldn’t work.
So I rang your support line for the THIRD time that day and spoke to a young lady who assured me that the DNS login was the same as the Hosting login and worked on her side. She advised me to send an email to the support department with the details of the MX records we needed changed and that they would do it for us. This was about 6pm Brisbane time last night.
This morning, around 9am Brisbane time, I rang Niz again to see if the MX records had been changed. He put me through to Sank.
Sank advised me that what Niz told me about needing the Hosting service was INCORRECT. He said there is a way to change the MX records on the backend of the domain. He then proceeded to walk me through how to set it up. He then put me back through to Niz to cancel the hosting service.
SO……. it took me FOUR calls to your technical support department before I actually got hold of someone who knew what they were talking about.
What kind of operation are you running in there?
Adam Ford, who invited me to speak at last year’s Singularity Summit in Melbourne, is also organising this year’s H+ Summit in Melbourne, June 25 – 26. He asked me to post some info about it:
The H+ Summit @ Melbourne brings together an eclectic mix of rationalists, futurists, science fiction writers, AI experts, scientists, biotechnology experts, philosophers and theorists to pursue deep philosophical, scientific and technological inquiry, with the aim of being able to discern those changes which are likely to have profound impacts and those which are merely transient and or fashionable.
Technological innovation permeates all aspects of society — from tiny water purification packets and 3d printers, to GPS tracking devices, wearable smart devices, decision support systems, replaceable body parts and personal genome tests. Because technology and society evolve together, it has become increasingly important to develop a greater understanding of how technology is shaping the course of our lives. We are faced with the challenge to continuously become innovative in harnessing and controlling technological development as it accelerates on many diverse fronts. The “pioneers of the future” are faced with the necessity to become ever more resourceful. Even the most conservative thinkers agree that we have already stepped into an era of a profound change. The good news is that our human diversity continues to spawn both inventiveness and novelty.
This conference is brought to you by Humanity+ @ Melbourne (Victoria, Australia). Humanity+ explores how society might use and profit from a variety of creative and innovative thought. Join us for this adventurous journey into the future where you can make a difference! This conference will challenge and enhance your view of the future.
Seating is limited, so Secure your tickets now! >>
Partial list of Speakers and subjects:
Unfortunately I can’t make it due to Perdomo Lounge responsibilities, otherwise I’d be there with bells on.
While waiting in the Apple Store Chermside today (waiting, that is, for them to replace the hard drive on my 5 month old 17″ Macbook Pro for the second time in a week), I started reading the Zero Carbon Australia 2020 report. The report was recently released by Beyond Zero Emissions, a non-profit group based in Melbourne. Their report details how Australia can become a zero carbon-emitting country by 2020. In their introduction, they remind us that Australia has the highest carbon emission per capita ranking in the entire world.
I had forgotten that fact, so I tweeted:
Let’s remember during this election that Australia has the highest emissions per capita IN THE WORLD. We are a disgrace.
A few hours later I saw this tweet in response:
I wish to express my utter disdain for what @Vzzzbx just retweeted from some twat called @cameronreilly (see next tweet)
I don’t know who this Ches Trulson guy is, but it always amuses me when someone just slags me off and doesn’t try to debate the facts. It’s usually the sign of a limited intelligence. But I popped over to read more of his Twitter feed, just in case he was someone to take seriously.
Here’s a sample of his Twitter feed, following on from the ‘disdain’ post:
We live in a first world country, this means our emissions are worse than much of the world. Bad? Sure.
France is also a first world country, but their emissions are one-third of Australia’s. And France’s emissions per capita have reduced by 40% since 1979, while Australia’s have grown by 40%.
It’s also really fucking big, and our population is spread across a large area. Again, bad. We also have a varied and harsh climate. Bad.
Russia is a pretty big country as well and their climate is pretty harsh. Their emissions have dropped by 30% since 1992, while Australia’s have grown.
Except of course, that none of that is practical to change, or any of our fault. Yet I should feel ashamed? Get fucked.
This is what amuses me the most. “None of that is practical to change or any of our fault.” That kind of lazy, defeatist attitude is precisely WHY we are the worst emitters in the world. Huge brains like Ches just throwing up his hands and saying “not my fault”. Of course it’s not your fault, Ches. Meanwhile, the ZCA2020 report says it *is* practical to change – in fact, we could be a zero carbon emission country within ten years – if we can get people like Ches to pull their heads out of their asses.
I’m all for living sustainably, but Aus is not a significant problem IMO, and making us feel bad about it is helpful in no way whatsoever.
Aw, diddums. Did Bad Cameron make you cwy? Grow up, dude. It’s precisely because we are a first world country that we are a significant problem. The rest of the world (read: the developing countries who are still trying to pull themselves out of poverty) are looking towards the first world countries as guidance. If we don’t seem to be taking this stuff seriously, then why should they? Australia should (IMHO) be leading the world on this issue. We have the wealth. We have the political stability. We have the intelligence (well…. some of us). Perhaps most importantly, we have huge sources of renewable energy. Let’s lead the world for once in something other than sport and racist actors.
Hard to argue convincingly over twitter, but whatever, rage subsiding.
Well here’s you chance, Ches. Argue convincingly here. If you can.
Oh, and this from a guy who does marketing for cigars and pergolas? Hilarious.
Yeah I see what those things have to do with each other. No, wait…. I don’t. Please enlighten me. Of course, this is all coming from a self-confessed “car nerd”. I guess when you’re a “car nerd”, the whole idea of reducing carbon emissions is likely to induce cognitive dissonance.
On other Twitter fronts….
My mate Ben Wilks took umbrage to my retweet about how stupid Gillard’s “small Australia” policy is.
@cameronreilly umm, ok. Population has doubled in the last 15 years. Property prices and traffic ARE QUALITY OF LIFE. Seriously, WT?
Actually, Ben – no. Property prices and traffic are NOT quality of life. At all.
This whole “small Australia” policy is seriously dysfunctional. Here’s why:
According to the IMF, Australia ranks #10 in GDP per capita.
On top of that, we have one of the lowest population densities in the world.
If we can’t have quality of life while we are one of the wealthiest countries in the world with one of the lowest population densities – then we are seriously messed up.
This all reminds me of a story Clive Hamilton (he of the internet filter) wrote about in one of his earlier books, Affluenza.
I don’t have the book in front of me, so I’ll paraphrase it. He wrote that the average net household income in Australia has increased by something like 300% since 1950. And yet when you survey the Australian population and ask them “do you have enough to get by”, something like 75% of people say “no”.
We’re messed up, dysfunctional.
When you have an individual who has everything going for them and yet they feel oppressed, it’s often a sign of a psychosis or mental illness.
When you have an entire population who has everything going for them and yet they feel like they don’t have enough to get by, what does that say about the general psyche of the country?
(pic via suburbanbloke’s flickr)
I’m posting this because finding out how to do this was bloody hard and took WAY too long. It’s taken me HOURS AND HOURS AND HOURS to work out how to do this – but I worked it out and now I come down from the mountain to share this information with you.
How To Set Up Multiple Domain Aliases For Google Apps using Apple Mail or another IMAP Client
If you are using Google Apps for your businesses and you have multiple domains that you have set up as domain aliases in Google Apps and you want to use an IMAP client such as Apple Mail to be able to send from each of those domain aliases – here is how you do it.
First you have to set up the domain aliases under Google Apps itself (Mail > Settings > Accounts > Add another email address you own), completed the MX record re-direction, etc. That’s the easy part (although, depending on how moronic your domain hosting provider is – such as Melbourne IT – it could take days to work out).
Now… Inside your IMAP client, where you fill out your account name and email address, just type in all of the email addresses you want to use, separated by commas. Click on the image to expand and see what I mean. Just use the main domain’s IMAP and SMTP gateway. These domain alias addresses will then appear in the FROM drop-down when you are composing a new message. EASY. But this took me HOURS and HOURS and HOURS to find an answer to. Hope it helps someone out there.
If you want to do the same thing on your iPhone, it’s even trickier because for some reason there is no comma on the keyboard when you are typing in the FROM address! You have to do it like this:
In the iPhone create an IMAP account, not a google account as it limits the fields you have access to. So this means use the “OTHER” option when setting up the new account. Set it up for your main email address (the address you us to sign-in with). Make sure that is working and that you can send e-mails properly.
Now, go into notepad on the iPhone and type in the emails that you want to use separated by commas. Be sure to start the list with the comma as well
i.e. ,email@example.com, firstname.lastname@example.org, email@example.com
Highlight everything and copy to the clipboard.
Now go back to your e-mail config and replace the contents of the address field with the info from the clipboard.
Dear Apple Australia,
I would like to complain about your product quality and customer support.
I’m an Apple convert. I worked at Microsoft for a long time and so my conversion to Apple was a bit like a religious conversion. I remember buying my first Apple product, an iPod, in 2004 just after I left Microsoft. I felt guilty even buying it, like I was doing something dirty. By the time I bought my first Mac in 2007, I owned a couple of iPods, and an iPod touch and my conversion was well and truly complete.
But the last couple of months have really tested my faith in Apple.
It started on Jan 2 this year when my barely-two-year-old Macbook Pro 17″ died on me. When I took it into the Apple store at Chermside (Brisbane), they told me that the logic board had died and would need a replacement – at the cost of $2500. I had evidence to show that it wasn’t the logic board, it was the Nvidia chip, but the Apple folks disagreed with my analysis. I left it with them for two weeks to examine it but all I heard back was “it’s the logic board”.
Unfortunately I had bought this Mac at a Myer Store in Melbourne and they hadn’t sold me on Applecare, so I was screwed. A two-year-old $4000 Macbook Pro, dead in the water. I wasn’t happy.
Anyway, as I’m an Apple convert, I ended up buying a brand new Macbook Pro 17″ towards the end of January. I bought it via Apple Finance and it cost me something like $5000 including Applecare. It’s tricked out with 8Gb RAM, a 500GB drive, the anti-glare screen, etc. And I love it.
UNTIL… about two weeks after I bought it, the logic board DIED. So, I took it into the Apple Store at Chermside. The “Genius” there confirmed that diagnosis and said they’d put a new logic board in – but it would take 3 – 5 days. Why? Because they didn’t carry any logic boards that fit my machine in stock and would have to order one in, which would take 3 days, then would take them another couple of days to swap them over. I explained to the Genius, whose name was Joel, that I was traveling overseas at the end of the week and I *really* needed may laptop to be fixed before I left. He said he’s try to get it done for me quickly, but this still means I’d have to live without my MBP for a few days – which means a few days of no productivity, a few days of not getting my work done. I edit video and audio on my Macbook and without it, I’m screwed. TOUGH SHIT.
When I told Joel about the problem I’d had with my old MBP, he suggested I bring it back in so he could look at it.
So about three days later, when the new logic board came in, I went all the way back to the Apple Store and Joel said if I could stick around an hour, he’d get one of the engineers out the back to put in the new logic board so I could take it with me on my trip that evening. Great.
He also looked at the OLD MBP and confirmed the logic board was FINE, it was the graphic chip – GRRRR. So he said he’d get it fixed for me also. That’s great but WHY DIDN’T THEY TELL ME THAT A MONTH AGO SO I DIDN’T HAVE TO SPEND $5000 ON A NEW MBP???
Anyway… I leave the old MBP with Joel and take the new one, with the new logic board, home with me. Later that night, just as I’m packing to go to Nicaragua for a week, I turn on my fixed, less-than-a-month-old MBP and discover:
1) it won’t sleep
2) it won’t shutdown
3) the left fan isn’t working
4) the microphone isn’t working
5) the right speaker isn’t working
As I was leaving the next morning, I couldn’t take it back to the Apple Store until after my 8-day trip. So I jumped on the Apple site to try to book a Genius appointment for my return. AHA! The Apple store only accepts booking for five days in advance. So it’s IMPOSSIBLE to book an appointment for 8 days in advance.
So I rang Applecare and explained to the guy on the phone my problem. He said that he too could only book an appointment five days and so “you’ll need to call back in a few days”. I explained I was going to be in the jungles of Nicaragua WITHOUT A PHONE OR INTERNET for the next week and I wouldn’t be able to call back. “Well.. I can’t help you”, he said.
I lost my temper then and said “listen, LEAVE A MESSAGE FOR THE APPLE STORE IN CHERMSIDE AND TELL THEM I’LL BE COMING IN AT 11AM ON SATURDAY FEB 6.” Jesus. What a moron this guy was.
Okay so… I go to Nicaragua, taking my half-working-less-than-a-month-old-$5000-Macbook-Pro with me. I come back, go straight to the Apple Store in Chermside again. This time I see a new “Genius” called Marc. Marc checks my new laptop and confirms – the logic board needs to be replaced – AGAIN.
Oh and guess what – they don’t have any of them in the store, so, yep, I’ll have to wait another three days for them to order a new logic board in. Then I’ll need to COME BACK to Chermside again, leave it with them while they fix it, then come back to pick it up. That will make five trips to the Apple Store in two weeks to get a less-than-a-month-old Macbook Pro working like it should.
I tell Marc I’m not happy about all this and I want to speak with the manager. So that’s when I meet JARROD.
Jarrod’s a scruffy looking guy, probably about 25 or 26. I explain to Jarrod my problem. I started by asking why they don’t have replacement logic boards in stock and he replied “well we only carry the older ones, because the new ones don’t fail”. Well that hasn’t been MY experience,
I went on to tell Jarrod: “I’m not happy. I paid $5000 for a top of the line Macbook and it’s still not working and I don’t want to keep coming back here.” He said they’d fix it. I said “Well I know you will, but that’s not the point. I’m not happy about having to keep coming back here. What are you going to do to make me happy?”, I asked.
Jarrod said they’d make me happy by fixing my laptop. I explained “That’s not going to make me happy. That’s the very LEAST you’re can do. That’s what you should have done THE FIRST TIME. I want you to make me happy.”
Jarrod asked what that would take and I told him I didn’t know. “Be creative,” I told him. But Jarrod didn’t want to be creative. All Jarrod could offer was to fix my Macbook. Again.
When I told him that’s fixing my Macbook isn’t really good enough, that’s just the basic level of what they SHOULD do, he replied “I think you’ll find our service is better than you’d get anywhere else.”
OH REALLY, JARROD?
I think if I bought a top-of-the-line laptop from Dell or HP and it failed TWICE IN THE FIRST MONTH, they would at least send a courier to pick it up from my office and then deliver a new one or a fixed one back to me. I wouldn’t have to visit their office FIVE TIMES IN A MONTH.
But Jarrod didn’t want to help. Jarrod didn’t want to make me happy. Jarrod let me leave the store MAJORLY pissed off that I’ll have to come back TWICE again in the next week just to get this problem resolved.
And all the while I was having this conversation with Jarrod, he was SMIRKING, like this was all some kind of big joke. I was NOT laughing. This is wasting my TIME and my ENERGY. And it means downtime, which costs me MONEY. And Jarrod seemed to think this was some huge joke.
One good note (kind of) – the old Macbook Pro that I took in on Jan 2? Fixed. It was the graphics chip after all. So I didn’t really need to buy the new one anyway.
As someone who extols the virtues of Apple all the time to friends and family and who has converted a few people to the Apple world, I have to say – while I love the products and the company, the Australian operation leaves a LOT to be desired. The quality control and customer support that I’ve experienced in the last couple of months has been terrible. Except for Joel. Joel’s a keeper. I think I might hire him.
Anyway Apple, you haven’t lost me as a customer – yet. I can’t go back to Windows. I guess I’ll wait to see what Google’s Chrome OS looks like.
I just thought you’d like feedback from a VERY unhappy customer. For what it’s worth.