Sorry Apple...you're not off the hook that easily...high priority means high prioity

[donmontalvo]

If Apple knocked down your AppleCare Support ticket, make sure you let your rep know.

#notCool

[lunddal]

The correct contact address is product-security@apple.com though.

https://support.apple.com/en-us/HT201220

[donmontalvo]

@lunddal this was the auto response from AppleCare Enterprise Support after we opened a ticket to request formal response to the issue.

When they finally responded we got the usual canned "Um, yea, ok, we know about it, and we're working on it, but we can't discuss it." LOL

[emily]

Jamf Nation isn't really the place to post about this stuff, is it?

[pete_c]

I'd argue that JN is a good place for this discussion, given the size of Jamf's customers and the need for the community to press Apple on not just this particular fix but for delivering software releases that don't have such huge and potentially damaging bugs and flaws.

I dropped a note to my SE - I don't even have an AppleCare agreement.

[CasperSally]

@donmontalvo when I put in cases via email, the subject line is always Priority: High (with space). Looks like yours doesn't have a space there. I've never tried without space, but maybe that is the issue you're seeing.

[salmon]

I can confirm that if the subject line is not formatted correctly, it will automatically go to priority: Low
I do think, as I look at my emails, a space is needed between the colon and the rating (i.e. priority: High)
Peace,
Tom

[donmontalvo]

Apple knew about the issue as early as Nov 13, when it was discussed on the Developer forum. They did nothing.

Once someone tweeted about it, word spread, and Apple had no choice but to act, so they turned around the fix overnight.

Nothing beats outing a vendor for being complacent, even if it is Apple.

PS, didn't know about the space, will keep that in mind for the next time, but hopefully this won't happen again. :)

[bainter]

Apple knew about the issue as early as Nov 13, when it was discussed on the Developer forum. They did nothing.

I'm not sure there is any proof that an Apple employee saw that post. chethan177 was helping another developer/user that lost their admin account when they upgraded their beta 10.13.

[dgreening]

That would smack of extreme incompetence on Apple’s part, which, at this point, does not surprise me at all. The last two major OS releases have Apple’s apparent indifference to fully vetting ALL functionality before release on full display. We need to hold them accountable for their myriad failings in whatever way we can.

The whole “we don’t know anything until YOU tell us or we get roasted in the media” bit is beyond old. They really need to move to two year release cycles for MacOS, or at least wait until the product is completely and thoroughly vetted before release, especially when it comes to enterprise functionality which seems to reliably break with each major release. Everything isn’t iPhones and poop emojis, or maybe it is, and it’s time to switch to Linux for a career.

[gachowski]

While I am always up for a great rant!!! I don't think any place is a good place ...

Phil and Craig have both said publicly that Apple software is better than ever, and that they have the numbers to prove it. No way they are going to lie or mislead the public... So the issue is what is it going to take to convince Tim's staff that their numbers are not correct? Maybe their number are correct are and we are just getting upset about smaller number of issues.

I do know that opening tickets and public ranting isn't going to influence Tim, anybody have any good ideas?

C

[dgreening]

I am busy writing a small essay (not so much a rant) which will surely be submitted to their general feedback form. Not that anyone will read it haha. What’s Tim’s email address? Though Federighi should be the target of our ire methinks...

I would love to understand how one of the most wealthy corporations on earth cannot seem to dedicate enough resources to ensure a solid product on all levels by release time. All sprints minimal qa?

[donmontalvo]

Rest assured we're sending our input to Apple, through multiple enterprise channels.

Its good for folks here on Jamf Nation to see what's going on too.

[gachowski]

@donmontalvo

Isn't that part of the problem? "multiple enterprise channels" I have an issue with a "normal" vendor and I only have to file the bug/issue in one place.

While Apple was a small start up before the ipod, sure I go the extra mile to help them out.. but now with their resources I think we are part of the problem we are enabling their bad behavior. Most everything in the company has changed except for how bug/issues are publicly handled.

Also "Insanity is doing the same thing over and over again, but expecting different results.”

Don't get me wrong, I know the Apple people I work with are going above and beyond to help me and I want to help them. I haven't see nmy relationship with the macOS getting any better over the past 3 or 4 years.

C

[donmontalvo]

We opened an AppleCare Enterprise Support ticket, we also asked our TAM to chase down the ticket to get traction, and then I called someone at Apple who has the authority to rattle the appropriate cages. Didn't mean to imply we opened three tickets in different places.