Attn: Kenn LeGault (Apple denial)

[thinktankaudio]

[Also Posted in "Hang on Digi Init..." and "New G4 Bootup trick"]

Kenn (please see this)

I just spent 1/2 an hour on the phone with applecare and they have no idea about this problem. They stated to me that it is the responsibility of the software/hardware manufacturer (digi) to make their products compatible with the new Macs. What the hell is going on.

I explained several times to the applecare guy that Digi had been speaking with apple (I specifically mentioned Kenn's name) and that those discussions had lead to a fix that was to come from apple's side of the fence. They have no idea about this problem. I tried to speak with someone further up the chain at apple but had to wait on hold while the guy helping me went to "speak with his product specialist" whoever that is.

If there is a fix out there and I can't get to it I'm gonna lose my mind.

Kenn please let us know who specifically we can talk to at apple about this now mythic fix. Thanks for all you diligence in this matter, in my opinion digi has been great so far. Now just bring me down the home stretch, please.

ryan

[artguilljr]

WTF DIgi? Or should i say Kenn? whats going on here?

[AvidCS]

I'm sorry for the apparent lack of coordination on this.

Yesterday, our Apple representative instructed us to forward our customers with this issue to AppleCare. It's possible that all the information has not made it to the Apple support answerbases.

We are following up with Apple on this. More info as we get it.

DigiCS

[Kenn LeGault]

Sorry for the confusion. It may take a bit of time for the info to propagate through the AppleCare system.

I have a call in to my Apple contact about the lack of help from AppleCare. I'll update you soon about what to do.

Hopefully we'll have a reference # or something similar that you can use when dealing with AppleCare.

Stay tuned...

Regards,
Kenn LeGault
Director, System Software
Digidesign

[refrazestudios]

thanks kenn U have been a big help

[thinktankaudio]

bump [img]images/icons/confused.gif[/img]

[sero]

I spent about about an hour on the phone with Applecare yesterday about the very same thing. The specialist I spoke to browsed to the threads here about this and told me he was sending a few links to his boss to escalate the issue.

sigh. This is my first Mac... and I got it so I could run ProTools... didn't even cross my mind that the new machines wouldn't work. Guess that show me. It does look pretty on my desk though.

[img]images/icons/frown.gif[/img]

[thinktankaudio]

So I'm beginning to get the feeling that Kenn has been off'd by some secret faction of apple in order to keep him quiet.

But seriously folks, what the hell is going on with this problem. Kenn, at least drop in to say "hi, nothing's happening." I feel so under appreciated. How come we don't talk anymore Kenn, I feel like I don't even know who you are. You've changed. Can't we just go back to the way things were?

Oh, by the way Kenn/Digi, I moved my system drive to the ATA 66 bus and my system boots into OS9 flawlessly everytime. Now OSX is a whole other issue, but I'm not so worried about that right now, I'm sure the long awaited magical fix will take care of that. Please respond with a case # we can call apple care with soon.

sincerly,
loney and neglected [img]images/icons/frown.gif[/img]

[fresh_meat]

yeah kenn....we never used to be like this....dont let apple come between us. [img]images/icons/smile.gif[/img]

[Kenn LeGault]

Howdy Folks,

Here's the latest info that I have...

It evidently takes several days to get information like this into Apple's customer support system.

AppleCare was still not ready to take calls about this problem ("hang during DigiSystemInit load with new G4s") as of Friday. My apologies for sending a few of you to AppleCare prematurely.

My contact at Apple told me on Friday that they were working very hard to be on-line today (Monday).

Digi is waiting to get the green light from Apple. Once we get the green light, we'll let you know, and you can go through AppleCare to resolve the problem.

Hang in there...shouldn't be too much longer...

Regards,
Kenn LeGault
Director, System Software
Digidesign