• You are chatting with David J, an Apple Expert

David J: Hi, my name is David J. Welcome to Apple!

David J: Good evening!

davepoobond: Hello

David J: How may I assist you?

David J: Hello!

davepoobond: I was just clicking around and saw the Live Chat thing, but I think i may have already solved my own problem cause i opened an expresslane thing

davepoobond: my mouse’s mouse ball stopped working

davepoobond: and this is the second mouse im on, i have applecare and all

David J: I’m sorry to hear that.

David J: Did you rub the mouse button over a cleaning cloth? Sometimes that will clear it up.

davepoobond: i did, and in doing so the mouse ball seemed to start getting damaged

davepoobond: i see some stripping on the mouse ball

David J: It would still be covered under the Applecare plan if it is defective.

David J: You can continue on the express lane and contact AppleCare or call them tomorrow at 1800-275-2273

David J: 9-9 EST daily.

davepoobond: and i tried it after i cleaned it and the clicks dont seem to work either.

davepoobond: thank you, i’ll definitely call them tomorrow

David J: Is there anything else I can help you with?

davepoobond: do you have tips on how i can avoid this again with my next mouse, though?

David J: What operating system are you using?

davepoobond: mac

davepoobond: os x

David J: Tiger? Leopard? Snow Leopard?

davepoobond: Snow Leopard

David J: How much ram is your computer using?

davepoobond: 1 gig

David J: Here’s an interesting thing that happened with my mouse.

David J: I had the same problem with the trackball not working often. But when I upgraded to more ram in my computer, it works perfectly fine.

davepoobond: ah interesting

David J: Do you know if you can upgrade your ram?

davepoobond: yeah the apple book told me i could

David J: Go ahead and give AppleCare a call and see what they recommend. Then ask them about upgrading the ram to see if that can help.

davepoobond: will do. sounds like an awesome idea

David J: 1800-275-2273

David J: 9-9 EST daily.

David J: Is there anything else I can help you with?

davepoobond: yeah, just so that i know you’re not completely nuts, please just tell me you were joking about the ram thing

David J: Actually, no it worked!

David J: I upgraded from 2gb of ram to 8gb and my mouse no longer has trouble scrolling.

David J: Maybe it was just coincidental, but I haven’t had an issue with it at all!

davepoobond: i dont believe in coincidence. i belive in fate.

David J: Do you have an Apple store near you?

davepoobond: yeah

David J: You can take the mouse by the store and test it out and see if it works with more ram!

David J: If not, then let the store take a look at it and see if it is defective and in need of being replaced.

David J: They can also show you how to clean it properly.

davepoobond: awesome, sounds like a plan.

David J: Is there anything else I can help you with?

davepoobond: No, thank you, i appreciate your help.

David J: Thank you for visiting the Apple Store. We appreciate your business. If you would like more help, please chat with us again.