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Some new Mac buyers unable to redeem Mountain Lion codes on App Store

post #1 of 137
Thread Starter 
A number of customers who recently bought a Mac and are looking to upgrade to Mountain Lion through Apple's OS X Up-to-Date program have been met with error messages telling them their redemption code has already been used.

A number of AppleInsider readers have reached out to express their frustration over the issue. In addition, numerous growing threads on the Apple Support Communities forums also document the problems.

Users are able to receive a redemption code from Mountain Lion through Apple's Up-to-Date program, but attempts to redeem it on the Mac App Store are met with the error: "This code has already been used. Each code may only be used once."

The issue is affecting users from all over the world, with users on Apple's site posting from the U.S., the U.K., Turkey, Australia, China and more.

It's currently unknown whether the error message is simply related to the influx of traffic on Apple's servers with users looking to download Mountain Lion, or whether incorrect codes were in fact sent out to customers.

Up-to-Date


Users posting on Apple's forums say they were told by company representatives that the issue should be resolved anywhere between 24 and 72 hours. Some others in various threads were apparently told that they will be sent a new redemption code from Apple to address the issue.

Customers who bought a new Mac on June 11 or later are eligible to receive a free upgrade to OS X Mountain Lion through the Mac App Store. Customers must request their copy of Mountain Lion from Apple's website before August 24, 2012.
post #2 of 137

IT'S THE FIRST DAY. You aren't going to die if you can't get Mountain Lion right now. There's no bonus for having it on the first day. 

 

Chill out. 

 

It's a randomly generated number and if traffic is high sometimes the system hits the same number twice before one instance  invalidates the code and blocks it from going to someone else. 

 

If you got one of the errors just contact them and then chill out while they fix it. 

A non tech's thoughts on Apple stuff 

(She's family so I'm a little biased)

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A non tech's thoughts on Apple stuff 

(She's family so I'm a little biased)

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post #3 of 137
Not good. Such things can be very frustrating.


PS: At some point I think Mac OS X cost to the number of Macs sold will make it advantageous for Apple to change Mac accounting and just give away major OS X updates like they do with iOS.

"The real haunted empire?  It's the New York Times." ~SockRolid

"There is no rule that says the best phones must have the largest screen." ~RoundaboutNow

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"The real haunted empire?  It's the New York Times." ~SockRolid

"There is no rule that says the best phones must have the largest screen." ~RoundaboutNow

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post #4 of 137
Quote:
Originally Posted by charlituna View Post

IT'S THE FIRST DAY. You aren't going to die if you can't get Mountain Lion right now. There's no bonus for having it on the first day. 

Chill out. 

It's a randomly generated number and if traffic is high sometimes the system hits the same number twice before one instance  invalidates the code and blocks it from going to someone else. 

If you got one of the errors just contact them and then chill out while they fix it. 

It's still frustrating for users. It gets even worse if you think the code you have has been stolen (because that is what people will naturally think).

"The real haunted empire?  It's the New York Times." ~SockRolid

"There is no rule that says the best phones must have the largest screen." ~RoundaboutNow

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"The real haunted empire?  It's the New York Times." ~SockRolid

"There is no rule that says the best phones must have the largest screen." ~RoundaboutNow

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post #5 of 137

I find that image of the Mountain Lion very menacing. If was hiking around here in SoCal and came around a corner to see a ML with that expression, it would be rather terrifying.

 

I don't know why I was never bothered by the other cats, maybe it is because we actually do have these cats roaming around here. In Central America we have Jaguars but they are almost never seen. Perhaps because they are nocturnal.

Life is too short to drink bad coffee.

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Life is too short to drink bad coffee.

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post #6 of 137

Yes, I had this issue, too. Fortunately, since I had the Developer Preview, the current build already showed up in my Purchases. Hopefully I still get the "correct" code in a day or two, just so I can be sure it registered.

post #7 of 137

I submitted my up-to-date request more than two hours ago - and haven't yet received a code at all. Anyone else having this problem?

post #8 of 137
Quote:
Originally Posted by SolipsismX View Post

Not good. Such things can be very frustrating.
PS: At some point I think Mac OS X cost to the number of Macs sold will make it advantageous for Apple to change Mac accounting and just give away major OS X updates like they do with iOS.

Very frustrating indeed. I know it's fairly minor not to get ML right away, but my experience with this RMBP hasn't been good, and I do realize my case is unique and probably very uncommon. Nevertheless...

Wait long time to get the machine. Then wait to get the replacement screen ordered in and installed due to screen defect appearing after 3 weeks. Then have to wait a second time at the Genius bar to have them tighten the screws since apparently after installing the replacement screen, they didn't do it properly and the screw were protruding and causing creaking. Now have to wait for their system to work properly so I can download ML.

Their quality control has been very unimpressive. I hope this saga soon ends.
post #9 of 137
Quote:
Originally Posted by charlituna View Post

IT'S THE FIRST DAY. You aren't going to die if you can't get Mountain Lion right now. There's no bonus for having it on the first day. 

 

Chill out. 

 

It's a randomly generated number and if traffic is high sometimes the system hits the same number twice before one instance  invalidates the code and blocks it from going to someone else. 

 

If you got one of the errors just contact them and then chill out while they fix it. 

 

"sometimes the system hits the same number twice before one instance invalidates...."  I just have two questions here:  1) Why would a single submit hit the system twice? and 2) How do you know their process of issuing redemption codes?  All of my calls to an API only hits once and only once (providing the user  taps/clicks it once),  so twice I'm not buying that theory...  

 

It's not to say that we have to "have" it today but it can be frustrating if you let it get to you.  Just move on, write your emails to the support folks and they will get it worked out.

post #10 of 137
Quote:
Originally Posted by acknight View Post

I submitted my up-to-date request more than two hours ago - and haven't yet received a code at all. Anyone else having this problem?

I think they likely stopped sending new codes since so many of first batch of codes were failing. I'd imagine they would want to sort that out before resuming with the delivery of these redemption codes.
post #11 of 137

I signed up, got a response within 30 minutes, the code worked fine, and I'm downloading Mountain Lion now.
 

post #12 of 137

I think I'll wait a week for the bug reports and let the other users be the guinea pigs.

post #13 of 137
I too have been waiting for a code which has not showed. I don't know why they couldn't have issued these on my purchase receipt. Seems like a nobrainer to me.
post #14 of 137

Agreed. I am on the phone right now with Apple. It has nothing to do with being first as someone posted. It is about Apple making sure this launch goes off without a hitch. A bunch of invalid redeem codes is an embarrassment and another product launch black eye. Hell, it's only 20 dollars. I can buy it if I want but I don't want to.

post #15 of 137

Some clown on the Apple discussion forum blamed the problem on Tim Cook; he rushed out Mountain Lion to cover-up for the 'poor' earnings call.  LMAO, the trolls never cease to amaze.  Get a grip - you'll get your Mountain Lion.  

post #16 of 137
Quote:
Originally Posted by Conlopez View Post

I too have been waiting for a code which has not showed. I don't know why they couldn't have issued these on my purchase receipt. Seems like a nobrainer to me.

 

Yeah, I submitted mine a few hours ago, nothing yet.

post #17 of 137
Quote:
Originally Posted by sapporobabyrtrns View Post

Agreed. I am on the phone right now with Apple. It has nothing to do with being first as someone posted. It is about Apple making sure this launch goes off without a hitch. A bunch of invalid redeem codes is an embarrassment and another product launch black eye. Hell, it's only 20 dollars. I can buy it if I want but I don't want to.

 

Millions might flawlessly update (I'm one of them) but if a small number of very vocal people have temporary issues (which happens 100% of the time at every single software product launch in history from every company on earth) then its a 'product launch black eye'. Some of you people need to get some damn perspective. Nothing will ever go completely smoothly for every single person, and if thats your definition of 'without a hitch' then thats a standard that has never been and will never be hit. We're talking about millions of variables, people on differnt hardware, configurations, setups, updating an entire OS thats composed of millions of lines of codes, and a backbone thats supposed to deal with a massive amount of server load at once while processing redemption codes, etc.

 

Shit happens, and one doesn't need to pretend its some onerous sign about Apple or sensationalize about ineptitude. So far, this has been the fastest, smoothest OS upgrade in my life, and the OS itself seems rock solid.  You can't get it this second? Have some damn patience and wait a day, it JUST LAUNCHED. You survived without it yesterday, and all days before that, you can do so for a few more hours instead of bitching and moaning on messageboards while pretending your time is so valuable and you're so inconvenienced by this. Maybe some of you were born yesterday, but I remember older Mac OS launched, many of which were a complete nightmare. Every launch since has been smoother and more predictable. This is a general response not just to you, but other whining, entitled posts I've seen. I don't know how you guys get through actual real challenges in life, if this kind of thing makes you so enraged. 

post #18 of 137
Quote:
Originally Posted by Eriamjh View Post

I think I'll wait a week for the bug reports and let the other users be the guinea pigs.

I'm thinking 10.8.1 might even be a worthwhile wait.

post #19 of 137
Quote:
Originally Posted by markbyrn View Post

Some clown on the Apple discussion forum blamed the problem on Tim Cook; he rushed out Mountain Lion to cover-up for the 'poor' earnings call.  LMAO, the trolls never cease to amaze.  Get a grip - you'll get your Mountain Lion.  

They do make you look at the world in ways you never thought were imaginable. I'm still not sure if it's beneficial to see the world through the eyes of someone so disjointed but it is interesting, to say the least.

"The real haunted empire?  It's the New York Times." ~SockRolid

"There is no rule that says the best phones must have the largest screen." ~RoundaboutNow

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"The real haunted empire?  It's the New York Times." ~SockRolid

"There is no rule that says the best phones must have the largest screen." ~RoundaboutNow

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post #20 of 137
Quote:
Originally Posted by richard4339 View Post

 

Yeah, I submitted mine a few hours ago, nothing yet.

 

So, out of curiosity, I just went to the Apple Support site and entered my serial there to see what info they had on mine. It asked me for the purchase date there because Apple didn't have that information (I didn't buy mine from Apple directly). So, I wonder if the people who got codes immediately bought from Apple directly?

 

No clue if that's the case, just a thought.

post #21 of 137

it's not a single submit causing the problem.

 

user1 hits instance1 and is issued code1

user2 hits instance2 and is issued code1 (again) 

 

because the arrival rate of new requests happens faster than instance1 can tell instance2 that the number has been issued.

 

it's a race condition.

 

probably only happens for 1 of a 1000 requests.

post #22 of 137
Quote:
Originally Posted by Slurpy View Post

 

Millions might flawlessly update (I'm one of them) but if a small number of very vocal people have temporary issues (which happens 100% of the time at every single software product launch in history from every company on earth) then its a 'product launch black eye'. Some of you people need to get some damn perspective. Nothing will ever go completely smoothly for every single person, and if thats your definition of 'without a hitch' then thats a standard that has never been and will never be hit. We're talking about millions of variables, people on differnt hardware, configurations, setups, updating an entire OS thats composed of millions of lines of codes, and a backbone thats supposed to deal with a massive amount of server load at once while processing redemption codes, etc.

 

Shit happens, and one doesn't need to pretend its some onerous sign about Apple or sensationalize about ineptitude. So far, this has been the fastest, smoothest OS upgrade in my life, and the OS itself seems rock solid.  You can't get it this second? Have some damn patience and wait a day, it JUST LAUNCHED. You survived without it yesterday, and all days before that, you can do so for a few more hours instead of bitching and moaning on messageboards while pretending your time is so valuable and you're so inconvenienced by this. Maybe some of you were born yesterday, but I remember older Mac OS launched, many of which were a complete nightmare. Every launch since has been smoother and more predictable. This is a general response not just to you, but other whining, entitled posts I've seen. I don't know how you guys get through actual real challenges in life, if this kind of thing makes you so enraged. 

Sorry but I can't be bothered to respond...

post #23 of 137

Once again you are rewarded if you are using pirated software. 

 

I wanted to be legal and use my uptodate code, but it does not work. 


So, the only mac that is "legal" in my house have problem. I can't accept that the world largest company is this incompetent.
Siri, MobileMe, This: Apple have no Internet competence. Apple clearly showed that they don't think its important since they started to use Azure and Windows servers. 

 

This is the reason why Siri often does not work. This is the reason for iCloud mail problem. 

 

With 117 billion in the bank, Apple should be able to make some Xservers and Xsans and solve these problems. But its more fun for them to play with iOS.

 

The sad thing is that Tim Cook have a track record of these mistakes. When Steve had similar problem he acted the same day and fired people. Tim just accepts incompetence. 
That is a Microsoft value. 

Sad...

 

I named my Retina Macbook Pro: One last thing....   the last mac that Steve worked on. Now Apple wants to repeat every mistake they made in 1985.  

post #24 of 137

AI, I was reading on CNET how this happened; to quote, "This error is rooted in the problem in which Apple prematurely opened its up-to-date program earlier this week. The up-to-date program was live for a few hours before Apple took it down, and during that time the program issued a number of redemption codes to those who had applied...If you have this problem and cannot get your free update to Mountain Lion, then for now, wait. Apple is apparently aware of the issue and will be sending out new redemption codes to affected users by e-mail, which should happen in the next 24 hours."

 

I'd expect AI to be the one reporting this kind of detailed information as opposed to simply reporting the issue.  

post #25 of 137
Quote:
Originally Posted by milkmage View Post

it's not a single submit causing the problem.

 

user1 hits instance1 and is issued code1

user2 hits instance2 and is issued code1 (again) 

 

because the arrival rate of new requests happens faster than instance1 can tell instance2 that the number has been issued.

 

it's a race condition.

 

probably only happens for 1 of a 1000 requests.

Any standard transactional database on the back end should be able to deal with this. It would be mind boggling if they didn't use such a setup.

post #26 of 137
Quote:
Originally Posted by shompa View Post

Once again you are rewarded if you are using pirated software. 

 


With 117 billion in the bank, Apple should be able to make some Xservers and Xsans and solve these problems. But its more fun for them to play with iOS.

 

The sad thing is that Tim Cook have a track record of these mistakes. When Steve had similar problem he acted the same day and fired people. Tim just accepts incompetence. 
That is a Microsoft value. 

Sad...

 

I named my Retina Macbook Pro: One last thing....   the last mac that Steve worked on. Now Apple wants to repeat every mistake they made in 1985.  

 

They apparently are already re-issuing working codes. Glitches happen. Apple never got MobileMe right, even after Steve Jobs fired a bunch of people. Plus the new iPad launch went off without a hitch and there was plenty of stock on hand. That didn't happen when Steve Jobs was in charge. Jobs was great, but he wasn't perfect, and there are some things Tim Cook does better.  I'm tired of the "this would never have happened under Steve Jobs" criticism since it downplays what went wrong during his tenure. Apple's trying a brand new way of distributing software. This release has gone off far more smoothly than Lion's release last year.

post #27 of 137
Quote:
Originally Posted by Slurpy View Post

Millions might flawlessly update (I'm one of them) but if a small number of very vocal people have temporary issues (which happens 100% of the time at every single software product launch in history from every company on earth) then its a 'product launch black eye'. Some of you people need to get some damn perspective. Nothing will ever go completely smoothly for every single person, and if thats your definition of 'without a hitch' then thats a standard that has never been and will never be hit. We're talking about millions of variables, people on differnt hardware, configurations, setups, updating an entire OS thats composed of millions of lines of codes, and a backbone thats supposed to deal with a massive amount of server load at once while processing redemption codes, etc.

Shit happens, and one doesn't need to pretend its some onerous sign about Apple or sensationalize about ineptitude. So far, this has been the fastest, smoothest OS upgrade in my life, and the OS itself seems rock solid.  You can't get it this second? Have some damn patience and wait a day, it JUST LAUNCHED. You survived without it yesterday, and all days before that, you can do so for a few more hours instead of bitching and moaning on messageboards while pretending your time is so valuable and you're so inconvenienced by this. Maybe some of you were born yesterday, but I remember older Mac OS launched, many of which were a complete nightmare. Every launch since has been smoother and more predictable. This is a general response not just to you, but other whining, entitled posts I've seen. I don't know how you guys get through actual real challenges in life, if this kind of thing makes you so enraged. 

Exactly. I don't care how many servers you have or how much money you have, this kind of load is very difficult to deal with. There will be isolated errors. With millions of people downloading the software, even 99.99% success means hundreds of people having problems.
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post #28 of 137
Quote:
Originally Posted by jragosta View Post

Exactly. I don't care how many servers you have or how much money you have, this kind of load is very difficult to deal with. There will be isolated errors. With millions of people downloading the software, even 99.99% success means hundreds of people having problems.

I would say way more are having problems than aren't. Why don't we have people mention it here on AI. So far one person has had a successful up to date code. I still haven't gotten an email- and there are 23 people who have mentioned it on AI as not receiving an email or got a bad code.

Generalities are ridiculous.

And also- no one seems furious. In fact, the most hostile posts are from slurpy and char. Both who don't have to do free updates and just want to troll on threads that don't apply to them. You know- like you're doing.

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post #29 of 137
Quote:
Originally Posted by milkmage View Post

it's not a single submit causing the problem.

 

user1 hits instance1 and is issued code1

user2 hits instance2 and is issued code1 (again) 

 

because the arrival rate of new requests happens faster than instance1 can tell instance2 that the number has been issued.

 

it's a race condition.

 

probably only happens for 1 of a 1000 requests.

 

As someone else already mentioned: this is something databases were designed to handle.

 

But to offer a simple solution to this example:

 

user1 hits instance1.  instance1 requests a lock on code1, obtains the lock, and issues code1 to user1.  instance1 ensures the database is updated before the lock on code1 is released.

user2 hits instance2.  instance2 requests a lock on code1, isn't able to obtain the lock because instance1 already holds it, and moves on to code2.

 
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post #30 of 137
Quote:
Originally Posted by auxio View Post

As someone else already mentioned: this is something databases were designed to handle.

But to offer a simple solution to this example:

user1 hits instance1.  instance1 requests a lock on code1, obtains the lock, and issues code1 to user1.  instance1 ensures the database is updated before the lock on code1 is released.
user2 hits instance2.  instance2 requests a lock on code1, isn't able to obtain the lock because instance1 already holds it, and moves on to code2.

If it's just a database issue with the code appearing to have already been used when it wasn't then it sounds like they aren't using the right kind of DB. This might just be redeem codes but they should be using transaction DB servers for ACID.

"The real haunted empire?  It's the New York Times." ~SockRolid

"There is no rule that says the best phones must have the largest screen." ~RoundaboutNow

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"There is no rule that says the best phones must have the largest screen." ~RoundaboutNow

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post #31 of 137
Quote:
Originally Posted by KPOM View Post

 

They apparently are already re-issuing working codes. Glitches happen. Apple never got MobileMe right, even after Steve Jobs fired a bunch of people. Plus the new iPad launch went off without a hitch and there was plenty of stock on hand. That didn't happen when Steve Jobs was in charge. Jobs was great, but he wasn't perfect, and there are some things Tim Cook does better.  I'm tired of the "this would never have happened under Steve Jobs" criticism since it downplays what went wrong during his tenure. Apple's trying a brand new way of distributing software. This release has gone off far more smoothly than Lion's release last year.

 Get used to "This would never have happened under Steve Jobs." Working for The Walt Disney Company, I have years of experience dealing with founder idolization. It'll only get worse and more frequent, but at least you can separate ignorant people from thoughtful people because of it. Always look on the bright side I say.

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post #32 of 137
Just do what I'm doing an you'll have ZERO problems...

Do absolutely nothing, wait a week for the dust to settle, and download to your heart's content. See?? Stress free!

People trying to do this along with millions of others, for something that is not going to change their lives for the better in this instant, are just getting their panties in a wedgie. Chill out people. Patience is a virtue.
post #33 of 137

Is there any reason why they waited until release date to issue the codes?  Wouldn't it have been a lot simpler to issue the redemption codes days in advance and simply not allow the purchase until release day?  The problem with the delay is that it's only a $20 purchase which makes it even more irritating to the end user.  If its a $99 coupon then it's a no-brainer - you use it.  But $20 make you feel like you are a cheap bastard for waiting for your coupon.

 

Look, if I were the type that would be happy to wait for updates, I probably wouldn't have ordered the new MBP right after it was announced.  By definition, this program caters to early adopters who bought the new hardware in the six weeks before the OS update was released.  I also don't read Apple Insider to see what's going on in Apple news today so that I can see I might be able to mess around with whenever it happens to show up.


Edited by StatCoder - 7/25/12 at 1:25pm
post #34 of 137
Quote:
Originally Posted by charlituna View Post

You aren't going to die if you can't get Mountain Lion right now.

 

You are wrong, I'm now dead and posting from beyond. Steve Jobs says hi.

post #35 of 137

All I want to see happen is for Apple to fire the employees who work on servers, even those who had nothing to do with it. I also want them blacklisted, so they won't find another IT job again, ever. That will teach everyone else a lesson about the value of having a job at Apple. In addition, I also expect a full refund for my Retina MBP for the inconvenience. I think I'll go back to Snow Leopard.

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post #36 of 137

Oh the humanity !    I can't upgrade instantly so I can taunt all my other noob friends that "I upgraded first"

 

Please choose one of the following:

 

- "this would have never happened if Steve was still around"

- "this is all Tim Cook's fault"

- "this never happens to Androids"

- "this never happens to Androids because they never release software upgrades"

- "no I meant real androids, like robots. They would never let this happen"

- "the Woz is reporting he had the problem too.  He added "this would never happen if Steve was still here"

post #37 of 137
Quote:
Originally Posted by Crunch View Post

All I want to see happen is for Apple to fire the employees who work on servers, even those who had nothing to do with it. I also want them blacklisted, so they won't find another IT job again, ever. That will teach everyone else a lesson about the value of having a job at Apple. In addition, I also expect a full refund for my Retina MBP for the inconvenience. I think I'll go back to Snow Leopard.

 

 Sarcasm or dooshbag?     Sometimes it is hard to tell here.

post #38 of 137
Quote:
Originally Posted by msimpson View Post

Oh the humanity !    I can't upgrade instantly so I can taunt all my other noob friends that "I upgraded first"

 

Please choose one of the following:

 

- "this would have never happened if Steve was still around"

- "this is all Tim Cook's fault"

- "this never happens to Androids"

- "this never happens to Androids because they never release software upgrades"

- "no I meant real androids, like robots. They would never let this happen"

- "the Woz is reporting he had the problem too.  He added "this would never happen if Steve was still here"

Please choose one of the following:

 

-When the new iPhone arrives, I will buy it day one

-When the new Apple (fill in the blank) comes out, I will buy it day one

 

This is a tech forum dude- people want crap immediately because they've been drooling about it for months on a FORUM.  Seriously- its lame, pathetic, and borderline crazy- but we do it.  We cant wait for the next big thing.  

 

Of course, youre the exception I'm sure....

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post #39 of 137
Quote:
Originally Posted by msimpson View Post

 

 dooshbag

Sarcasm or douchebag?  Sometimes simple spelling mistakes are hard to tell if they're intentional or not hear.

 

(that last word was sarcasm)

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post #40 of 137
Quote:
Originally Posted by Andysol View Post

Sarcasm or douchebag?  Sometimes simple spelling mistakes are hard to tell if they're intentional or not hear.

 

(that last word was sarcasm)

You answered my question.  It was the latter.

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