Apples just work?

Apple’s claim: “It just works…” but when it doesn’t the support is HORRIBLE!

Last week we decided to re-format a PowerPC G5 to replaced the current OS (10.3) with the the new Image we created and integrate this G5 into AD. 

When we tried to boot the G5 from the NetInstall service the big globe comes up, then the smaller globe, but then it goes to a window that reads: “You need to restart your computer. Hold down the Power button for several seconds or press the restart button. After the restart the same error displayed.  I checked the image server and all the services appeared to be working correctly so I contacted AppleCare Tech support. 

I have learned how to get thru to enterprise support on the AppleCare voice prompts by saying “OS X Server”.  After waiting on hold for about 15 minutes I was greeted by the technician and gave the appropriate information and then told him about my problem.  The tech instructed me to try booting from the CD to try installing the OS from the CD, which I did and the install prompts displayed.  So I asked the tech, so how do we fix the issue with the NetInstall Image not working, and following conversation was worth noting:

Todd: You need to install from the CD since there was an issue with the NetInstall. 

Me: I have used the NetInstall before and it worked well, what can we do to trouble shoot the NetInstall/NetBoot service so we can use our PowerPC image with applications and drivers already configured?

Todd: It isn’t an issue with Apple Server, but your image you created. Are you sure this is an image of a PowerPC?

ME: Yes its a PPC image. The image has worked on several other PPC installs, what is causing it to fail now?

Todd:  I don’t know, but since the installer works from the CD, it is an issue with your Image.

Me: I know its an issue with the Image, but what can we do to fix the problem.

Todd: Install from the CD.

Me: (Getting annoyed) But the Image has all the configuration for our machines, and the CD install doesn’t I really would like to have you help me get the Netboot Service working, can you not help troubleshoot the image service since…. well its is part of OSX server.

Todd: The Install from the CD works so you should use that, I don’t know what else to tell you what to try.

Me:  Is there anyone else that can assist me?

Todd: No, but here is my email address if you find any additional information that will help us solve the problem you can email me.

Me: That is ridiculous, and you aren’t able to assist me?

Todd: That is all I can help you with, thank you for calling apple care, I hope we can assist you in the future.

I got off the phone and began ‘googling’ the error message and found this discussion on the apple web site: http://discussions.apple.com/thread.jspa?messageID=7698665. After copying the images to another location, deleting the Share Point, copying the images back and restarting and reconfiguring the service all was well.

Then the best part is getting the support evaluation request from apple… Are you serious?  I was tempted to ask if they were using the Abbot and Costello”Who’s on First” sketch as a training tool.

Shame on you Apple Support….Yeah Apple Community forums!