New Policy Regarding Apple Support

As of today (Mar 23, 2021), we no longer offer hardware upgrades or repairs to Apple laptops or iMacs that require opening the case via suction cups. We thought that using a third party for working on those would be OK, but it is NOT.

We have a client with an iMac that needed a RAM and HD upgrade, so we took it to a local Mac service shop. The tech who worked on it upgraded the OS w/out permission, which required us to test and upgrade ALL the client’s software BY HAND when she got it back (thankfully, the proprietary software still worked). So far, this little adventure has cost us about 5 hours of unbillable time ($375 and counting). We are done with these units. If any upgrade or repair requires cracking into a case, TAKE IT TO AN APPLE AUTHORIZED DEALER OR THE APPLE STORE.

We simply cannot be responsible for the liability of working on these systems nor can we spare the time to fix the errors of third parties.

We will continue to offer Apple Support services to any Apple computer, but we will not do any hardware upgrades or repairs to these types of units, nor will we intermediate with a third party. Unfortunately, the service shop we used is not reliable, so we do not have any recommendations for repair shops at this time.

We apologize for any inconvenience.

DragonCon 2016 Setup

We have been setting up the Arcade Game Area on the 3rd floor of the Americas Mart building the past couple days and it will be ready to go for everybody come Friday! All the games and pinball machines are set to Free Play, so please come out and have some fun! So many thanks to the people of the Joystick Gamebar for making this happen.

Continue reading “DragonCon 2016 Setup”

Virgin Mobile USA Tips

In light of the truly sucktastic service we’ve gotten from Virgin Mobile USA this week, I felt I should write a post in the hopes that it might help others who use VMU but can’t get things to work. Most of this post has to do with iPhones in particular, since that is what we have experience with, but I’m sure a lot of it will help with any device you have using the Virgin (which is under Sprint) service. This post is about USA service only. BTW, Sprint is dying and it will take VM with it. I wouldn’t advise spending a lot of dough on a phone with either of them. It’s a shame, we’ve used VMU for over a decade. I’ll miss them, shitty customer service and all. :(

Basic Virgin Mobile FAQ:

– Virgin Mobile shares bandwidth on the Sprint network in the US. This used to be a good thing, now, not so much. Sprint is dying. America is the land of the oligopoly and eventually there’ll be just AT&T for phone and satellite TV, but for now there is Verizon (CDMA network) and AT&T (GSM network). VM uses the CDMA network. That means the phone must be CDMA. You cannot use a CDMA phone on a GSM network or vice versa. Here is an article about bringing a phone to Verizon, FYI.

– NO, VMU will NOT be getting the iPhone 5 series back in stock. Every VSU employee will tell you “Yes! It’ll be any day now!”, which is a lie. The front page of their site is a lie. I asked them over a year ago when they’d be getting the iPhone 5 in stock and they said “Soon!!” The fact is that VMU bought their iPhone stock and then it sold out. IPhone 5 series is not being manufactured any more, so their inventory is finite. You must buy a 5 series (or 4 series) off of eBay. Which is generally not a problem, just make sure it’s a VMU phone with a clean ESN. If it’s a 5 series, you’ll need to also buy a new card for it (it is a UICC card, which is just a newer generation SIM card).

– YES, a used iPhone 5 and up WILL require a new UICC card. Do not listen to the VMU employees that tell you otherwise. NO you do NOT need a card for a 4 series phone. Actually these require NO CARD in the slot.

– VMU has really horrible support. Which is probably why you’re here. It will not get better, so it’s something you must make peace with. Hopefully something in here will help you.

– Don’t even bother with trying to use the website to swap phones. Just suck it up and call.

– The Twitter people (@VMUcare) suck just as much as the phone people. Don’t bother.

– If you have a “support” person who clearly does not understand what you are calling about, just say goodbye and call back. You may have to do this many times. Be prepared to spend a LOT of time on the phone. You simply have to persevere and keep cycling through support people until you find one that has a clue. No way around it.

There is a glitch in the VMU system that will render your iPhone 4 series unable to send/receive calls when you update the OS. Virgin support is apparently unaware of this and cannot help you. But I can. Simply call ##873283# and your phone service will be restored. I am not sure if this applies to 5 series (or 6 series) iPhones. I’ll update this when Nick updates his 5c.

How to buy a new iPhone and get it activated with VMU:

– Go go eBay and look for phones specifically labeled Virgin Mobile. Make sure they have a clean ESN – which means they are not stolen and/or bricked.

– If you are buying a 4 series iPhone, you’ll need to REMOVE the SIM/UICC card that might still be in it. My phone had been used with TMobile, apparently, since there was a card in the slot. I know this because when I called to activate the phone, it kept giving me an “incompatible SIM card” error. Of course the “support” person in Philippines did not know what this meant. I am a nerd, so I knew to pop out the card, but the “support” dude kept telling me I had to take the phone to Apple. Yeah, NO. 4 series iPhones do NOT need any card in the slot to work with VMU. Ignore whatever else you’re told, just pop out the old card and then call VMU to activate. You can google how to remove a SIM card, it’s a snap.

– If you are buying a 5 series phone, you’ll need to buy a NEW SIM/UICC card for it. They sell those on eBay, too. Once you get your new phone and the card, this is where the fun begins. And by fun, I mean soul sucking hell. :( You’ll have to call VMU to get the phone and its card activated. The problem is that most of the “support” people don’t know how to do this. They will attempt to activate the phone w/out activating the card, which, of course will not work. It took my husband FOUR DAYS to find a support person who could understand this issue and activate the UICC. Once the card was paired with the phone’s id#, all was well. Getting there was a chore, for sure.

Those are the biggest issues with iPhones and VMU. They won’t get any better. My advice is to go with another provider if you’re just setting up cell phone service. As I said at the top, Sprint is dying and with it, Virgin Mobile USA. We assume another provider will buy up the bandwidth and service (Verizon most likely) but the heyday of good VMU service is gone.

Do not get into a contract with any provider. Just buy the phone that will work with one of the two networks and then shop providers. Like I mentioned, there are only two networks in the US and AT&T (GSM) is dominant. Their non-contract division is called Cricket. Even tho I detest AT&T, I think Cricket is the best choice for non-contract. If you have a Virgin/Sprint phone and want to switch, your only choice is Verizon – which may or may not take your phone.

Cell phone service is as screwed up as broadband and TV in the US. It won’t get any better. Just try to find the best deal you can and don’t be afraid to change if you’re not happy. I think too many people in the US are afraid to change their providers. In addition, make sure to support efforts to break up and/or regulate our broadband, TV and cell services. The reason American services are so bad is due to the government being paid off by monopolies and oligopolies that collude to keep prices high and service low. You must speak out about this to your US House Reps and Senators. American cell service sucks because we let it suck. Remember: we are a third world country when it comes to broadband/TV/Phone services.

Good luck with your cell phone service! I hope something here may have helped.