Apple Shafts Long-Time Customers

December 27, 2010 at 11:38 am | No Comments »

I was forced to reset my MobileMe password twice in the past few days. The cryptic message on the site mentioned something about too many attempted log-ins. The first time, I suspected it was because some dolt was trying to use my rather simple first-initial-last-name account name. I’d gotten emails in the past indicating a new password had been requested but had been advised by Apple support to ignore them if I hadn’t made the request.

Still, having to go through the steps of resetting my password annoyed me because it means I’ve got to reset it on three Macs, two iPhones and one iPad in multiple places. The Apple ID scheme works for MobileMe, iTunes, even the support site where I went to voice my irritation. Apple’s chat support advisor pointed out that I could just answer the security questions and reset the password to the same one. Fine. Done.

Over the weekend though, Rich mentioned that he was getting a password error on his phone when trying to update apps. I realized what was going on but didn’t want to deal with it just then. Fast forward to this morning and sure enough, same too many login attempts message. Only this time the Apple system won’t let me reset to the same password. I’ve got to select an entirely new one.

Grrrr.

After another venting session with Apple’s chat support where I learn that 1) I should use the @me.com login (rather than the @mac.com version I prefer from a decade of habit), 2) I should clear my cookies/cache (so helpful) and 3) Apple hasn’t changed any security policies (I’m clearly stupid and/or crazy), I decide to look around to see if anyone else is having these issues.

What do you know, the first couple of hits describe the exact situation I’m experiencing.

Now I get the root cause of this issue. The internet is filled with miscreants who wreck all sorts of havoc on servers that store personal info and credit card numbers. Exactly the info unlocked by my Apple ID.

My issue is the way Apple is handling the situation. Instead of being up front and saying, “Yes the bad guys have forced us to take draconian steps, we’re sorry.” They obfuscate and put out half truths. They allow support droids to treat the unwashed masses (i.e. paying customers) as morons. And they generally seem not to care.

Exactly the kind of behavior I expect from Redmond. Not Cupertino.

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