14703 Views 70 Replies Latest reply: Apr 23, 2010 8:51 AM by richsadams
Currently Being ModeratedApr 16, 2010 12:09 PM (in response to LinkLink)Sorry dude.
I logged another support call today. They called me back in less than two minutes. But their position is that if I do a factory reset and still have the problem, it's the router. I asked why it's intermittent on 3 of 4 access points I've tried. He responded, " I don't know, but it's got to be related to the routers."Dell, iPad, iPhone., Other OS
Currently Being ModeratedApr 16, 2010 12:16 PM (in response to LinkLink)Wow that really stinks. I can't believe that this is the the stance that apple is going to take on this issue.
But if I were you I would have insisted on speaking with the manager....if for nothing else than to let them know exactly how I felt about the situation.iPad 32 gb wifi only, Other OS, ASUS G51J-A1
Currently Being ModeratedApr 16, 2010 12:30 PM (in response to LinkLink)Good heavens, I can understand why you're having a bad day - and in essence you are absolutely right, if your iPad doesn't work with your network and other devices do, then the iPad is the problem. After all, if you go to Starbucks, a hotel, airport, hotspots provided by cities or any vendors, you can't ask them to replace their routers if you can't connect. It's not your job to resolve infrastructure problems, but it is Apple's to ensure the device is compatible with the infrastructure which exists.
This is really really not what I expected from Apple, not at all. Since the Apple genius told me that Apple doesn't recognize that this is a problem, and that Apple is NOT working on a fix for it, I am going to return my device to Best Buy this afternoon.
I would urge you not to believe this genius speaks for Apple as an authority on the subject. Even if right at this moment, the more complaints, calls and returns they have for wifi faults, the more they will react to the problem, because they have no choice. What they generally won't do (based on past experience) is announce publicly that there is a problem, but it doesn't mean they are not collecting and reviewing data and researching potential solutions.
So, before you return your iPad - and might face the debate on restocking fees - call Apple and discuss the problem, if necessary escalating the call to the next tier up until you get someone who can help you work through it, or arrange for a timely replacement, or a return without you having to face a penalty. Apple are typically very good in customer service, as the surveys show, but that isn't always the case in the early stages of a fault where the issues are not yet clear.
Good luck!2x iMac 24/2.4 : MacBook 2.13 : G5 2.0DP : TiBook : iPhone3GS : iPad, Mac OS X (10.6.2)
Currently Being ModeratedApr 16, 2010 12:53 PM (in response to AndyO)Okay I had some lunch and calmed down a bit. I apologize for being a bit fired up.
I really don't want to take my iPad back, it's seriously the most amazing device on the market, and I love it. I'm just frustrated with this whole situation.
I've always had really good experiences with Apple service and I'm confident that this will get resolved and in the end I will be as happy a customer as ever. I just wish they would admit that there's a problem and that they are working on it.
The only thing that worries me is if they don't think there's a problem at all and therefore are not working on a fix. If this truly is the situation (I don't think it is), then I will have no other choice but to return it.iMac, iPod Touch, iPad, iPod Nano, Mac OS X (10.6.3)
Currently Being ModeratedApr 16, 2010 1:04 PM (in response to LinkLink)I don't think you have reason to apologize - you said what a lot of other people might have wanted to, that's all! And the Hosts left your post up, so they obviously recognize the frustration too.
We often tell users here that Apple don't read these posts, but while that's broadly speaking very true, it has been the case in the past that Hosts and other Apple employees who participate occasionally have used Apple Discussions to monitor issues and move concerns up the chain. Based on the number of hits the 'my wifi isn't working' kind of threads tend to show, it's clear there's an issue and that any Apple staffer who passes by can't fail to notice it.
As I said, the more these issues are brought to Apple's attention by every means possible, the more data Apple have, the more clearly they can see the issue and work out what needs to be done. They very rarely indicate and acknowledge a problem, usually just quietly work on a solution and release it without saying anything, but I doubt they fail to note problems at all. Nor do I doubt the problem here - which is the confusion of reports of symptoms, apparent 'fixes', non-faulty units etc. That complication doesn't stop the problem being spotted, but it does mean it's harder to gather data that accurately points to the actual cause. It's tough being patient with one of these things in your hand promising so much, but it's inevitable that any proffered fix will take a bit of time.2x iMac 24/2.4 : MacBook 2.13 : G5 2.0DP : TiBook : iPhone3GS : iPad, Mac OS X (10.6.2)
Currently Being ModeratedApr 16, 2010 1:14 PM (in response to LinkLink)Have you at least reset your router?
Checked for firmware updates for the router?iMac G5 (Rev B) ALS - 2 GB RAM, Mac OS X (10.5.8), silver mini, blue mini, silver shuffle
Currently Being ModeratedApr 16, 2010 1:31 PM (in response to Chris CA)
Chris CA wrote:
Have you at least reset your router?
Checked for firmware updates for the router?
The routers here at my office are locked down for security purposes, and I'm not going to request permission to go tinker with a router that our business relies on.
I can reset my home router, but I don't think that will work.
Help me understand why you think resetting my router will fix this problem?iMac, iPod Touch, iPad, iPod Nano, Mac OS X (10.6.3)
Currently Being ModeratedApr 16, 2010 1:35 PM (in response to LinkLink)
Help me understand why you think resetting my router will fix this problem?
I don't necessarily think it will fix the problem but it is simply the first and easiest thing to try. Takes like 30 seconds to do it.iMac G5 (Rev B) ALS - 2 GB RAM, Mac OS X (10.5.8), silver mini, blue mini, silver shuffle
Currently Being ModeratedApr 16, 2010 1:39 PM (in response to Chris CA)
Chris CA wrote:
Help me understand why you think resetting my router will fix this problem?
I don't necessarily think it will fix the problem but it is simply the first and easiest thing to try. Takes like 30 seconds to do it.
Oh okay, yeah, I'll give it a shot when I get home.iMac, iPod Touch, iPad, iPod Nano, Mac OS X (10.6.3)
Currently Being ModeratedApr 16, 2010 2:00 PM (in response to LinkLink)Can you give us a description of your home network setup (office one if you know it as well)?
What router do you have at home?
Is it running in dual-band (2.4GHz and 5GHz)?
What security do you use on both networks (WEP or WPA)?
Try restrict the 2.4GHz band to n and g only. Remove 802.11b will disable WEP.
I believe iPhone OS does not play nice with some WEP enabled routers. This problem is not unique to iPad, we see this happening on iPhone too.
http://support.apple.com/kb/ts3304Mac Pro Single Quad-Core (2008) + Mac mini, Mac OS X (10.6.3), AEBS SimDB2 (7.5.1) + SimDB (7.4.2)
Currently Being ModeratedApr 16, 2010 2:19 PM (in response to LinkLink)The problem that I am discovering with Apple is that they will never admit to a problem, because they feel they are incapable of mistakes. The iPad may be the last product I will ever buy from them. When by MB fails, or my ipod fails, it will be something else. At least I didn't buy an iPhone.Aluminum MacBook 2.0, Mac OS X (10.5.8)
Currently Being ModeratedApr 16, 2010 2:22 PM (in response to Merged Content 1)
The problem that I am discovering with Apple is that they will never admit to a problem,
That is correct, but for all these year I have been an Apple user, they have never failed to fix a major bug (it just seems to take a long time, but it is still acceptable compare to MS). Unless the product is being discontinued.Mac Pro Single Quad-Core (2008) + Mac mini, Mac OS X (10.6.3), AEBS SimDB2 (7.5.1) + SimDB (7.4.2)
Currently Being ModeratedApr 16, 2010 2:56 PM (in response to LinkLink)I have the same problem; I took a movie of my trials and tribulations and showed EXACTLY what was going on.
The Genius wasn't able to replicate it in-store, but the movie convinced him that there was DEFINITELY something wrong. He got on his computer behind the desk and was on it for nearly 5 minutes. When he was done he said, "Apple would like to see your iPad. I'm being told to send it in."
I'm telling you this because this issue needs some sort of documentation that can be seen by a Genius before it can be fixed. Again, the Genius couldn't replicate in-store the problem, but the movie proved that something is wrong.
If you are planning on showing the problem, start on the screen with the serial number of the iPad and then show what happens to the Wi-Fi signal.
My issue was intermittent drops of connection and random requests for the password for the Wi-Fi point that it was JUST connected to! I have the first gen Airport Extreme, and it consistently lost connection to that router, but really didn't lose it very often at work.
Document and THEN take it in. My new iPad seemed to work better than the first, but it lost the connection once last night.
Message was edited by: Michael Schmitt1; spelling correctioniPad, Other OS
Currently Being ModeratedApr 16, 2010 3:15 PM (in response to Merged Content 1)With all due respect, that isn't the kind of comment that helps, and nor is it true. Firstly, Apple do, sometimes, acknowledge faults. Secondly, it's palpably not because 'they feel they are incapable of mistakes' - they wouldn't have the product range, financial results or customer base they clearly do have if that were the case.
The fact is that with sufficient evidence at their disposal, whether they acknowledge this issue or not, there is every reason to believe they will resolve it. In the meantime, as demonstrated, the better the fault is documented , the more it will help get productive support for a faulty product, and add to Apple's evolving data on the issue.2x iMac 24/2.4 : MacBook 2.13 : G5 2.0DP : TiBook : iPhone3GS : iPad, Mac OS X (10.6.2)