You wont believe this!!!!

[cforand1293]

ok, i had to send my macbook into apple because it would not shut off. I would hit the power button and turn it off, but it would keep running. So i called apple and the had me to this and that. Even had me reset my p-ram. No luck. So I sent it in on Friday, got it back today, but here is were it gets good. I have nothing on my mac. No pics, no music, no files....NOTHING...Is this right? The repair had nothing to do with the hardrive. I will be on the phone first thing with apple trying to get this fixed. The strange thing is it doesnt even feel like my old computer. The SS is the same, but i am very confused. Has this happend to anyone else? i need time machine!!!:eek:

[ksz]

When I sent in my iPod for repair, they made it very clear that all contents of the hard drive can be erased and that the data *must* be backed up beforehand.

While I have never sent my PowerBook in for repair, I suspect Apple cautions customers to back *everything up* first.

[nichos]

Not to sound insulting, but just the /Users directory, maybe they made another user to see if it was profile related? Just a thought. Good luck!

[xfiftyfour]

Yeah, it's basically repair 101 knowledge: if you're sending your computer in to Apple, make sure you backup your HD first. Even if the repair seems like it will have nothing to do with the HD, it's still a good thing to do, cause you never know.

But with what was wrong with yours I would have DEFINITELY backed up, since the source of the problem was unknown and they inevitably would need to troubleshoot the HD in the process.

Sorry, but I doubt calling Apple will result in anything. They'll probably tell you that you should have read the inserts they'd included that gave you a sort of "checklist" of what to do before sending the lappy in - which included backing up your data.

[cforand1293]

i never saw or heard a single thing about backing up the computer. I understand how things work, but apple should make it sell known that you need to ba. ckup. The give great instructions on how they want it boxed up and all that crap. There was no paper work about backing up, or talk with apple care about backing up...

[laidbackliam]

you should always back up data when sending in your hardware.

you could lose it otherwise. pretty well known for the most part, and it does suck that it happened.

[cforand1293]

how do you know???? Someone had to tell you....No one told me. Its simple. What I dont understand is all my programs are gone...This that I have to buy to get back...Apple must make this known to customers. So maybe I'm a newbie still does not matter...The should let you know

[MovieCutter]

how do you know???? Someone had to tell you....No one told me. Its simple.
It's common sense...

Look on the bright side...you learned something today.

You'll never send in equipment without backing up again now will you?

[tweakers_suck]

how do you know???? Someone had to tell you....No one told me.


You've been officially notified. Backup your data on a regular basis.

[cforand1293]

No its not common sense. I sell for a living and I can tell you thousands fo things people should know, but dont. This is something that APPLE not a buddy should tell you.

[xfiftyfour]

i never saw or heard a single thing about backing up the computer. I understand how things work, but apple should make it sell known that you need to ba. ckup. The give great instructions on how they want it boxed up and all that crap. There was no paper work about backing up, or talk with apple care about backing up...
I just sent in my (ex)MB to Apple and they DEFINITELY included a "checklist" sheet of things to do prior to sending it in. It was the same one that you had to fill out your name/serial/dispatch number on and include in the box. It also included deauthorizing iTunes.

But, most importantly, it clearly said to backup your data.

I'm not trying to be a jerk, and it sucks to have lost all your stuff (BIG time, I know).. but blaming Apple for it doesn't seem fair when I know for a fact they make it well known that you should safeguard yourself against this sort of thing.. you just overlooked the reading material.

[sushi]

how do you know???? Someone had to tell you....No one told me. Its simple. What I dont understand is all my programs are gone...This that I have to buy to get back...Apple must make this known to customers. So maybe I'm a newbie still does not matter...The should let you know
It sucks to learn the hard way.

Always backup your data before giving your computer up for repair because you never know what the repair guys will change out to fix the problem.

Speaking of backups, in the future you should backup your data on a routine basis. At least weekly would be my recommendation.

[jsw]

While I agree that many people on these forums would know to back up their systems, deauthorize iTMS, etc., I don't think it's common knowledge. I think the average person would assume they'd get their system back, fixed, with no loss of data unless the problem itself involved loss of data.

This is not a realistic expectation, but it's not uncommon.

It'd take Apple less than a penny's worth of material to make the backup requirement clear to all.
But, most importantly, it clearly said to backup your data.
Things must have changed. When I brought my PM in six months ago, such a warning wasn't obvious. It may have been there, but it wasn't obvious.

This is the sort of thing that should be clear and obvious, period. Big bold colored print on a separate piece of paper. It should take effort to miss it.

[kered22]

Backing up when you send your system in for service is a given. Even back when I had to take my 6100 in for service (this being back in 1994 or so), I had NO idea the tech was going to replace the hard drive. Thankfully he was kind enough to let me get my Bernoulli drive, hooked it up and did the backup without any extra charge.

[TonySwartz]

i never saw or heard a single thing about backing up the computer. I understand how things work, but apple should make it sell known that you need to ba. ckup. The give great instructions on how they want it boxed up and all that crap. There was no paper work about backing up, or talk with apple care about backing up...

Mine came with instructions to back up... :D

[xfiftyfour]

Things must have changed. When I brought my PM in six months ago, such a warning wasn't obvious. It may have been there, but it wasn't obvious.

This is the sort of thing that should be clear and obvious, period. Big bold colored print on a separate piece of paper. It should take effort to miss it.
It wasn't anymore obvious now, but it was there. Before I hand over something as important as my lappy and HD, I'd be sure to read all the instructions they provided; especially as a "newbie" who had never done it before.

Granted, I think Apple could spend the extra couple cents to make it bold/colored/bigger, but I don't think they should be held responsible for something when someone was too lazy/rushed to read the material they were provided.

[jsw]

Backing up when you send your system in for service is a given. ... I had NO idea the tech was going to replace the hard drive.
Which means... it's not common knowledge, or at least wasn't then.

I know it, you know it, most people here know it. But I doubt it's actually common knowledge.
I don't think they should be held responsible for something when someone was too lazy/rushed to read the material they were provided.
Obviously, they aren't held responsible. There's no legal recourse or whatever. But I don't think it's reasonable to assume all customers will read everything you put in front of them. Maybe you do. Most people don't, and this is something that's very important to most people and which would be trivially easy for Apple to remedy.

[kered22]

Which means... it's not common knowledge, or at least wasn't then.

I know it, you know it, most people here know it. But I doubt it's actually common knowledge.
Yeah, I didn't even give it a thought back then. LOL The word backup wasn't even known to me (this was my very first Mac).

[Silentwave]

they made a point of it on the phone with me today. I learned the hard way with windows to backup backup backup.

[cforand1293]

you guys are missing the point...except jsw....I had no idea. No idea. No idea. I dont care if you think its a given, its not. Apple needs to make this very blunt, and they dont. My family has had a apple product on the desk back with an apple 2. I have been on computers all my life. I have never heard of backing up before you send it in. Dont you think if I knew I would have done it. Guess what never even crossed my mind. So once again. Apple sent me a bad product. This is not my fault, they should make it WELL known to back up and they dont. This must be fixed....Maybe thats why they are coming out with time machine? to help newbies like me...wait I had a mac before most of you even thought about making the change. sure wish i still had my mac classic...

[jsw]

Well, I guess we'll all be better off when Leopard and Time Machine use an external drive to make this all a moot point. ;)

Edit: it was just coincidental that I mentioned Time Machine. But, yeah, I do think it'll help.

[Chone]

you guys are missing the point...except jsw....I had no idea. No idea. No idea. I dont care if you think its a given, its not. Apple needs to make this very blunt, and they dont. My family has had a apple product on the desk back with an apple 2. I have been on computers all my life. I have never heard of backing up before you send it in. Dont you think if I knew I would have done it. Guess what never even crossed my mind. So once again. Apple sent me a bad product. This is not my fault, they should make it WELL known to back up and they dont. This must be fixed....Maybe thats why they are coming out with time machine? to help newbies like me...wait I had a mac before most of you even thought about making the change. sure wish i still had my mac classic...

Too bad you are about as knowledgeable on Macs as people who haven't even switched (yet *inserts evil grin here*) :eek:

No, seriously, you can't held Apple responsible for your negligence, however Apple should be the extra cool guy :cool: and backup your data FOR you, after all Macs are supposed to be easy :rolleyes:

Heh sorry I'm talking ****

[xfiftyfour]

you guys are missing the point...except jsw....I had no idea. No idea. No idea. I dont care if you think its a given, its not. Apple needs to make this very blunt, and they dont. My family has had a apple product on the desk back with an apple 2. I have been on computers all my life. I have never heard of backing up before you send it in. Dont you think if I knew I would have done it. Guess what never even crossed my mind. So once again. Apple sent me a bad product. This is not my fault, they should make it WELL known to back up and they dont. This must be fixed....Maybe thats why they are coming out with time machine? to help newbies like me...wait I had a mac before most of you even thought about making the change. sure wish i still had my mac classic...
I'm sorry, but there's no way you've been around computers your entire life and are only just NOW discovering the idea of backing up. It's common sense: back up your **** before handing it over to someone else.

At the very least, if it isn't common sense to you to back up your data before sending it in for a repair, then SURELY it's common sense to READ WHAT THEY GIVE YOU.

You were not sent a bad product. Apple is not at fault. They fixed your computer, assumed you followed their directions, and sent it back. End of story.

[tweakers_suck]

you guys are missing the point...except jsw....I had no idea. No idea. No idea. I dont care if you think its a given, its not. Apple needs to make this very blunt, and they dont. My family has had a apple product on the desk back with an apple 2. I have been on computers all my life. I have never heard of backing up before you send it in. Dont you think if I knew I would have done it. Guess what never even crossed my mind. So once again. Apple sent me a bad product. This is not my fault, they should make it WELL known to back up and they dont. This must be fixed....Maybe thats why they are coming out with time machine? to help newbies like me...wait I had a mac before most of you even thought about making the change. sure wish i still had my mac classic...

You clearly have been a computer user for a long period of time. Do you mean to say that in all of your years you have never backed up an important file? Not even once? You have never heard of someone losing data and have not backed-up any of the data?

If you have been using computers since the Mac Classic, it seems you would understand how critical it is to perform routine data backup.

Perhaps you do not want to admit your mistake and instead are looking for the easy way out and blame someone else. It sounds like you are lashing out.

[cforand1293]

not even close to end of story. I understand backing up.....and i do it....I had the mac for 4 weeks. Ok, apple did fix my problem...BUT they did send a bad product. Thats why the sell refurb products. Because it didnt make it the first time...LISTEN......I just think apple....IN BIG BOLD PRINT....RED LABEL>.....or simply just a paper that ALL it says is be sure to backup your computer....I wonder how many calls a day apple gets about this.....Here is the thing just wait untill I get off the phone with apple then we will have the rest of the story!!!! but that in your pipe and smoke it...

[furious]

here that? that is the worlds smallest violin playing for you.

apple can not do anything. your data is gone. move on. learn from your mistakes.

the best apple could do is apologise

[Nermal]

They'll probably tell you that you should have read the inserts they'd included that gave you a sort of "checklist" of what to do before sending the lappy in - which included backing up your data.

When I sent in my iBook, I didn't get any sort of checklist, and they didn't tell me to back up.

[iHotu]

In the DHL box they sent you, there was a very nice note to back up your files and even to deactivate your account on iTunes for this laptop in the case of a logic board replacement. I have sent a powerbook in a few times and it was always stressed that you may very well get back a new system. It's a bummer you did not back up, but this is not Apples fault. What if DHL lost your laptop?

[cforand1293]

hmmmm....see its more than just me....anyone else?

what if the computer got taken by a tribe of indians and they used it to hunt for deer.....what if....what if...what if....and i shipped FEDEX not DHL.....What if What if

[iHotu]

When I sent in my iBook, I didn't get any sort of checklist, and they didn't tell me to back up.

Is the OP in the US? When you sent it to Houston, they give you very clear instructions in the DHL box about back ups

[cforand1293]

dont know, but the mac went to memphis not houston.....smart guy

[iHotu]

What if Apple reinstalled the OS, I'd lose all my files..... better back up before I send it in.....


They even offer the service for $50 at their stores, if you push they will do it for free.


And it good that you did not sent it to Houston, they are nothing but hacks.

Good luck trying to get Apple to restore your lost data, but be firm and they may give you something, but not likely.

[ZoomZoomZoom]

I don't think that backing up your hard drive before sending it for repairs is common knowledge. The people on this forum are definitely more computer-savvy than the general population. I have friends that don't know the difference between memory and storage space; they're not stupid people, just not as technologically informed.

That being said, every time I've taken a computer in for repairs, including with Apple, I've been told to backup my files.

[Aperture]

If I wasn't reminded to backup and I was sending my mini in for repair, I probably wouldn't. Well, that depends on what it was. Either way, thanks to this thread.. I will.:p

Thats too bad to the OP, not much Apple can do.

Kevin

[FredClausen]

dont know, but the mac went to memphis not houston.....smart guy

Oh THAT makes all the different in the world! Boy, man if I knew that before I wouldn't have read over the entire thread thinking how stupid it was to send in a laptop for service without backing up and how you are obviously much more computer literate than I.

We all know, in our super secret Apple club which you are obviously not a member of yet, that all Macs sent to Memphis don't get warned about backing up, while Macs destined for Houston DO get the warning.

You figured it out. Apple did this on purpose and you should begin litigation. You can call me for your first witness. I'll sing like a canary about the Super Secret Apple Club. We insiders call it SSAC.

Man, it went to Memphis. That explains everything.

[Kingsly]

When I sent in my iBook, I didn't get any sort of checklist, and they didn't tell me to back up.
I got one both times I sent in my MacBook Pro, and when I took an iBook to the store they made a big deal about backing up before I gave it to them.

[dornoforpyros]

not even close to end of story. I understand backing up.....and i do it....I had the mac for 4 weeks. Ok, apple did fix my problem...BUT they did send a bad product. Thats why the sell refurb products. Because it didnt make it the first time...LISTEN......I just think apple....IN BIG BOLD PRINT....RED LABEL>.....or simply just a paper that ALL it says is be sure to backup your computer....I wonder how many calls a day apple gets about this.....Here is the thing just wait untill I get off the phone with apple then we will have the rest of the story!!!! but that in your pipe and smoke it...


haha you remind me of the episode from friends where they discover that condoms are only effective 97% of the time :rolleyes:

[Nermal]

I got one both times I sent in my MacBook Pro, and when I took an iBook to the store they made a big deal about backing up before I gave it to them.

It's possible that it's a regional thing. For the record, I backed up anyway, and they didn't wipe the drive.

[Jiddick ExRex]

For some reason this reply is hilarious. :lol:
Serisously (to the OP), you learned a valuable but expensive lesson. There is nothing we can do about it, yes Apple should make it more obvious, yes you should also have used your god-given thinker before you send it in. End of story. Now stop bullying, it's pointless.

Oh THAT makes all the different in the world! Boy, man if I knew that before I wouldn't have read over the entire thread thinking how stupid it was to send in a laptop for service without backing up and how you are obviously much more computer literate than I.

We all know, in our super secret Apple club which you are obviously not a member of yet, that all Macs sent to Memphis don't get warned about backing up, while Macs destined for Houston DO get the warning.

You figured it out. Apple did this on purpose and you should begin litigation. You can call me for your first witness. I'll sing like a canary about the Super Secret Apple Club. We insiders call it SSAC.

Man, it went to Memphis. That explains everything.

[Ryan5505]

cforand1293...It seems to me that you really just learned a lesson to back up your data. I have never backed up anything on my powerbook, but if it went in for service, I would have backed up important files. Everytime I am in the apple store, they ask people to back up all files before they service the product.

As for what apple is going to do in return. apple rep, "cforand1293 we are very sorry for the trouble but we will be unable to replace your lost applications and data." You took the risk when you sent it in.

If a client of mine asked me to make a transaction of buying stock in a risky company and the stock went flat, well they took a risk at the purchase and we cant just go back in time and get the money back.

It is the uneducated people that make the educated people stay on top. If you would have been educated, or took the time to educate your self on the proper procedures of backing up data, you would have never had this problem. Notice most of the people in here dont agree with your argument that apple owes you anything.

Dont get angry at me, I too would be upset.

Im ready to here your complaints that I am wrong for what I posted......

[ZoomZoomZoom]

Man, it went to Memphis. That explains everything.

If it went to memphis, it might have been FedEx, and not DHL. I used to work for FedEx, and if I remember right, Memphis is the distribution hub.

Not sure why that matters, but... yeah.

[Ryan5505]

WHO CARES where it went. It could have went to Africa, Europe, THE NORTH POLE WITH SANTA CLAUSE and some little elfs!!!! THE FACT IS.... You didnt back up your files went you sent your computer in. So If you really cared about the files, I think you would have backed them up, and you didnt. SO YOU LOOSE GAME OVER!

Hello, Apple Care. "Uh yes I AM VERY ****** OFF, I sent my very important files in a box across the country and well I didnt back them up......now they are gone, and its your fault. I also posted this on macrumors and they all agreed I am wrong, but I demand I get my Hello Kitty Screen saver back on my computer ASAP."

[swingerofbirch]

I cannot believe some of the anger you all have shown.

I can't imagine how upsetting this must be.

You should try to find out if they re-installed the OS or if they put in a new hard disk.

If they re-installed the OS and did not zero out the data first, much of your data could be retrievable using some third party software.


In my recent experience with AppleCare I was told it was not necessary to back up my data before bringing it in. However, I always do anyway and zero out the drive for security and privacy. But just so you know, when I was having the logic board looked at they told me there was no reason to backup.

That doesn't mean you shouldn't. I'm just saying they don't always tell you the right thing.

THE MAIN THING TO DO:

Find out what happened. If they erased it why? Did they do an archive and install? If not, your data might be there still but just hidden...ask for info from someone smarter than me about unerasing software.

If you find out all is lost you have my deepest sympathies. I am a pack rat. And I know I would be nuts.

I guess as hard as it is you just have to move on. It helps to think of people worse off, all the same I know it's hard.

Good luck.

[ZoomZoomZoom]

Ryan, I don't know why you are being so hard on the OP.

If you think of it logically from the perspective of the average customer, it doesn't make sense for the hard drive to be erased. To him, it was probably just some problem with the power button. Is the power button hooked up to the hard drive? How was the OP supposed to know that AppleCare would go through step-by-step and potentially diagnose several other pieces of hardware, including the hard drive? The OP also specifically noted that he was not informed about the need for backing up data.

I've already established that it's not the OP's fault for losing data, because even though it's the customer's responsibility to back up data, it's not common knowledge that backing up data is procedural when sending a laptop in for repairs. Thus, it's more of Apple's job to let the customer know that backing up should be done - according to this post, Apple did not do that, and is at fault.

At this point, Apple can't do anything to recover the lost data. Maybe an apology is in order. Because believe me, if you walk outside your social circle of nerdy friends, the rest of the world isn't privy to the same computer knowledge as you are.

[Ryan5505]

HAHA...OK well I didn’t know you were Apple Care representative here today since you said, " I've already established that it's not the OP's fault for losing data,” I have no idea what OP stands for, but I can make a guess it is original post.

You know lots of people are not informed everyday about everyday life, to bad so sad. I could tell you things about accounting that would probably increase your personal cash flow by 10%. People complain about gas prices, yet they go to starbucks for $5 coffee. Of course this has nothing to do with the fact of lost data, but it’s the game of life of not being educated and taken the time to protect your self. The uneducated "op" did not take the time to think about the possibility that hey I am sending very important files on my computer IN A BOX ACROSS THE COUNTRY!! So you think Johnny at the distribution cares if he dropped your box with a computer inside, uhm NO. I don’t care who erased the data, or who shipped the product, or why it was erased. HE FAILED TO TAKE THE PRECAUTIONS AND NOW HE PAID THE PRICE... Yet this is a person that cant find the price of .MAC?

Seriously HE LEARNED A LESSON...I understand he is mad, as I would be also.

[jb84]

Look on the bright side... sounds like you've learnt an important lesson for next time. Good thing you've been taught to back up now, not in a couple of years time when a hard drive fails and you have even more to lose.

As an aside, I took my MBP in to have the whine fixed a couple of weeks ago. While it came back with all my files still on it, the service check-in contract specifically asked 'have you backed up your data?' and stated that no responsibility was taken for data on the hard drive -- as things should be.

[jb84]

CHECK OUT THIS PICTURE OF MY CURRENT POLL.
That is NOT a valid point you are making, so do NOT use it to support your argument.

Your poll is asking whether people should back up their data before sending their computer in for repair.

But in your threads you are asserting that the OP should've known to back up his data and implying stupidity for having not done so. To point to your poll as some sort of evidence of this is FLAWED.

[Ryan5505]

UNC-Chapel Hill 2000 Graduate, North Carolina State 2003 mathematical finance. CPA 2004, CFP currently studying.

You can continue to correct grammar or decide that my matriculation at a higher education institution is false if that is what would intend to do.

The fact is, he lost his information in the result of not backing up data; apple computer is not to blame.

I hope to see more complants from you in the future.:)

[Ryan5505]

I am not intending that my poll or thread is to maliciously attack this current thread, but to see results of how many people would back up data.

I am not trying to provoke any type of argument, I just find that the idea of sending any soft copy of a document be backed up before sending the laptop.

His computer would not shut down, nothing to do with the hard drive. Yes why would the HD be cleaned? But would it not make sense to protect the files it stores? I also do not have .mac I don’t see the value for myself I don’t make websites or post pictures. But I would back up data onto a CDR/DVDR/iPod.

Maybe I came off aggressive and that is why Zoom is attacking. But I would value the files on my computer before sending it away.

I am sorry for him, but I see it as not taking precautions.

I am sorry to everyone

EVEN ZOOM

[ZoomZoomZoom]

I have confidence that you are probably the one who has never completed one degree in his lifetime. UNC-Chapel Hill 2000 Graduate, North Carolina State 2003 mathematical finance. CPA 2004, CFP currently studying.

You can continue to correct grammar or decide that my matriculation at a higher education institution is false if that is what would intend to do.

The fact is, he lost his information in the result of not backing up data; apple computer is not to blame.

I hope to see more complants from you in the future.:)

Yes, I haven't completed one degree in my lifetime yet. I am currently studying in college at Penn State, in pursuit of a degree in Finance.

Of course, that doesn't really matter, except in furthering your embarassment that you've been given a good spanking by someone who's had less education than you.

You still haven't given a good reply to the solid points I've made in my posts, and instead continue to restate your original point - which I've debunked until you come up with a good counter-argument.

The fact is, he lost his information in the result of not backing up data; apple computer is not to blame.

Where is your support? I've given mine.

complants

When I have children one day, they're not going to UNC. No way.

Anyways, that's enough time wasted from me today. Got to catch my flight back home to America soon. If you want to further pursue this, I suggest you take the time to revisit high school, take a glance at http://en.wikipedia.org/wiki/Logical_fallacy, and write something actually worth reading.

[asxtb]

To me it does seem obvious to back up your data before sending in... But we're also living in a world where there are warning labels to not use a hair dryer in the shower. :rolleyes:

[greenmac]

zoomzoomzoom said he has found that its not the OP's fault, It's Apple's fault,that the HD was erased. The OP said it doesnt fell like his computer. How do we know that the truck didn't crash? sure i'ts a long shot, but the point is people have to start learning common sense, sure nothing SHOULD go wrong, if we live in a perfect world, but to take a leaf out of Stan's book (American Dad) "We don't live in should land." I would be thinking of every possibility of worst case scenarios.

I actually don't back stuff up as a rule, but things that I don't want to lose, photo's etc, I burn to DVD. But as soon as you send your computer anywhere, well thats a different story.

Apple should have made it clear that you need to back up your data, but people need to start taking responsibility for their own actions, or lackof.

There's another point I found strange, that no one has mentioned, the OP said he has lost all of his programs and will have to buy some again, well all of my programs are on disk, even those downloaded off the net, and even then you pay for the serial #, so if you have to download again you should still have a serial #.

well I'm ranting too much so I'll stop now!:D

[nbs2]

Question - why is everybody concerned with Apple touching his HD?

When I send in my tax returns (at least when I file by mail), or file for a rebate, or do anything where losing my material would be bad, I make a copy. In other words I back it up. I think this is the issue a lot of people are taking with the lost data. In other words, it would be good for Apple to remind you, but it should be common sense that if you have irreplaceable data, back it up (and know where your back ups are - I lost some old college papers b/c I can't find the disk where I stored them). So yes, common sense dictates that you should have known to back up your data.

Now, if we are talking about common sense and application, those are different things. While all my photos are backed up to an external, I've been meaning to back them up to DVD. But, I haven't. I should, and I will, and I mean to do it, but I haven't. We all do that. So don't be too hard on the guy...

[mrgreen4242]

1) The flame war in this thread is stupid. You should all go home.

2) The OP should have backed up his data. Even my mom would have thought to make copies of her important files at least. Even if Apple didn't tell him to, it's still his responsibility, regardless of what anyone thinks is fair.

3) I've never been to an Apple store, called AppleCare, or got a prepaid shipping box from Apple without being told to backup my HDD at least twice during the conversation. I have a hard time believing it wasn't said or written somewhere in the exchange.

4) I'll agree that it would be very nice, and proactive, of AppleCare to label all return shipping boxes very, very clearly that all data should be backed up before sending it in. In fact, if Apple wanted to be super cool guys they should give anyone who is having warranty repair done a free 90 day .Mac account to do an automated and secure backup prior to the return shipping.

[Trekkie]

i never saw or heard a single thing about backing up the computer. I understand how things work, but apple should make it sell known that you need to ba. ckup. The give great instructions on how they want it boxed up and all that crap. There was no paper work about backing up, or talk with apple care about backing up...

In the last three years I've had to send two powerbooks in (different ones) and I had to sign a sheet of paper I put in with the powerbook that I understood that data can/will be wiped.

You probably got a brand new MacBook. Did the SN change?

[kwood]

I Love what a simple search of the Apple Knowledge base will do. You can blame Apple all you want (because it's so much easier to blame someone else for our mistakes) but Data Back-up is all over the place. It's in your computers documentation, included with the checklist that comes with the repair box, and all over the support pages. Granted the Apple Care Agent should have told you that you needed to back-up your data before sending it in, but they didn't. Thats why its located everywhere else in case you look over it, or someone forgets to tell you. You say you have been a long time computer user, then in reality you should have known that data back-up is a necessity especially when sending it away.

Here's what the knowledge base says www.apple.com/support for the newer ones here...
How to Back-Up Your Files:
http://docs.info.apple.com/article.html?artnum=106941

How to Back-Up and Restore Important Files:
http://docs.info.apple.com/article.html?artnum=301239

How to Back-Up iTunes Files:
http://docs.info.apple.com/article.html?artnum=302392

I find this next one very applicable in this situation:

Preparing your computer for mail-in repair:
http://docs.info.apple.com/article.html?artnum=301901

When you get ready to send in your iBook G4 or Aluminum PowerBook G4 for repair, make sure that you back up your data, and check that the computer has at least 2.5 GB of free disk space on its hard drive. The repair depot will need this space to install and run diagnostic software.

It's possible they needed to run the diagnostic software and there wasn't enough space, there are so many possibilities why it was erased. But in reality it doesn't matter. Calling Apple won't do anything because this is documented everywhere. But if you're happy just blaming Apple for all your woes then go right ahead. I personally blame the little bunnies and puppies for all the war over oil in this world. It's their fault they died and were compressed into oil as a result of the pressure.

[cforand1293]

THE FINIAL CHAPTER!!!! so i just got off the phone with apple. The said it is there FAULT!!! That they would be more than happy to recover my data and give me a new version of Leopard!!! Yeah right...They did say that the apple care rep should have told me to back up my system. The also said that it is not common knowledge and this is an issue that they are working on. (Finding another way to make sure you know) So yes I have learned my lesson. I will back my system up before any repairs are done..Speaking of repairs my Mac is still having the same problems!!!! So off to apple it goes again. Thanks for all your input on this subject. Some of you were great and some of you can go to He**....just kidding, thanks guys have a great day!


cforand

[Trekkie]

I personally blame the little bunnies and puppies for all the war over oil in this world. It's their fault they died and were compressed into oil as a result of the pressure.

It wasn't the bunnies or puppies fault! It was those pesky T-Rex and Raptors that had to go all die at once.

[jsw]

Good to hear, cforand1293.

BTW, my points above were not that people shouldn't back up their systems. Obviously, they should (also, just as obviously - see the WWDC keynote - they don't).

However, as a company that markets systems that are supposed to be easier and more intuitive to use and therefore as a company that's intentionally courting non-techie users, Apple should make backup requirements - and instructions - clear and obvious. To many people, sending in a system to have part "A" fixed doesn't imply to them that part "C" will be replaced or erased. The fact that they should realize it doesn't mean that they do.

Clearly, cforand1293's post implies that they will go through effort for a customer whose data had been lost. I'm just saying that it'd take a lot less effort and cause less grief to do this proactively.

Hopefully, Time Machine will make backups easier; Apple's backup solutions, including Backup, have always been, at best, mediocre. So, I think that Apple should assist people with backing up their systems (detailed instructions, at the very least) - it'd be good PR and, I think, save everyone time and effort in the long run.

[demallien]

As an experienced computer user, I absolutely back-up my data any time my computer is going to be handled by someone other than me.
On the other hand, I absolutely expect the average user to be blissfully oblivious to the wisdom of doing so. Good grief, my flatmate can't even get straight in her head the difference between memory and harddrive space. She's not dumb, she just isn't in to computers. A bit like 95% of the population really.
If I left a whole bunch of personal items in my car when I put it in to be serviced (which would be a dumb thing to do), I would still be entitled to expect that they would be there when the car is returned to me. If not, the service company would be liable. It's the same thing for Apple. If they are going to wipe/replace your drive/computer, then they should be backing that data up for you before touching anything else, to restore it afterwards.
Backing up for an experienced tech with the right equipment takes next to no time. Asking a computer user with little or no computer smarts to do the same is ridiculous - the odds of them having a spare harddrive lying around, or having a large online storage space that they know how to access, or knowing how to burn data to multiple CDs etc etc etc is really small. Furthermore, they may not even know where to find some of the sensitive stuff on their harddrive. Apple spends a lot of effort hiding this sort of stuff from the sensitive minds of it's inexperienced users.
So, for what it's worth, any company doing computer repairs should do their level best to back up the client's data for them. Expecting anything else is really unreasonable.

[BeefUK]

As an experienced computer user, I absolutely back-up my data any time my computer is going to be handled by someone other than me. On the other hand, I absolutely expect the average user to be blissfully oblivious to the wisdom of doing so

I totally agree here but the guy made this comment

I have been on computers all my life. I have never heard of backing up before you send it in.

Which is confusing, as it is common sense "if you have been on computers all your life" that you should backup your data.

Also if "if you have been on computers all your life" then I would imagine that I can speak for many people here who have lost important data inthe past, it is annoying but most poeple here wouldn't start a thread complaining as if apple as committed some huge sin!!!

You've learnt the hard way, thats life!!!!

[bearbo]

give me a new version of Leopard!!!

they said they'll give you a new version of Leopard?

[Shadow]

I can't belive you didnt back up :rolleyes: ;) :D !

[xyian]

Come on now. You are saying you are a newbie, yet you say that your family has had computers for years. People know that backing up is something we should all do but that most of us dont. It is just a lesson you have been given and next time it will not happen, right?

you guys are missing the point...except jsw....I had no idea. No idea. No idea. I dont care if you think its a given, its not. Apple needs to make this very blunt, and they dont. My family has had a apple product on the desk back with an apple 2. I have been on computers all my life. I have never heard of backing up before you send it in. Dont you think if I knew I would have done it. Guess what never even crossed my mind. So once again. Apple sent me a bad product. This is not my fault, they should make it WELL known to back up and they dont. This must be fixed....Maybe thats why they are coming out with time machine? to help newbies like me...wait I had a mac before most of you even thought about making the change. sure wish i still had my mac classic...

[KingYaba]

This thread is still going on? The OP knows he needs to backup. We all know he wasn't informed. End of story.

[JAT]

Backing up when you send your system in for service is a given. Even back when I had to take my 6100 in for service (this being back in 1994 or so), I had NO idea the tech was going to replace the hard drive. Thankfully he was kind enough to let me get my Bernoulli drive, hooked it up and did the backup without any extra charge.
Bernoulli....that's a name I've not heard since......

aaaaaahhhhh!!!!

(runs screaming from the room)

[kered22]

Bernoulli....that's a name I've not heard since......

aaaaaahhhhh!!!!

(runs screaming from the room)
Yup, BERNOULLI! :D A huge, whopping, overwhelming, MASSIVE... 250MB... or something like that. LOL I still get a bit of a laugh from one of Tom Clancys books, think it was Without Remorse or Executive Orders where he mentions this fictional 1 GB Bernoulli. LOL

[atszyman]

ok, i had to send my macbook into apple because it would not shut off. I would hit the power button and turn it off, but it would keep running. So i called apple and the had me to this and that. Even had me reset my p-ram. No luck. So I sent it in on Friday, got it back today, but here is were it gets good. I have nothing on my mac. No pics, no music, no files....NOTHING...Is this right? The repair had nothing to do with the hardrive. I will be on the phone first thing with apple trying to get this fixed. The strange thing is it doesnt even feel like my old computer. The SS is the same, but i am very confused. Has this happend to anyone else? i need time machine!!!:eek:

Some things don't seem to add up here, this may have been a very poor phone support person or someone is yanking our chain. I'm inclined to believe the former but I have a few questions.

1) How did you manage to zap the PRAM if you can't shut off the computer?

2) Why didn't the phone support suggest backing up and doing a completely clean re-install to rule out a device driver/bad software that might somehow interfere with the OS detecting when the power button is hit?

3) Why didn't you try a clean install to be sure it wasn't some software/hardware you installed interfering with the OS power button detection? (if you've been around computers all your life you shouldn't be a stranger to re-installing the OS as a diagnostic step)

4) Did they at least have you try to boot from a CD to verify that it was a HW issue with the power button and not errant software on the MB?

Like I said I'm inclined to believe you and say the person you talked to on the phone was very incompetent, but these questions are stuck in my head.

[Zwhaler]

What it seems like to me is this kid just had a very bad combination of: uneducated phone support that didn't remind him to backup his data, no warnings to backup his data from the place where he sent it, and lack of basic computer knowledge altogether.

Case Closed.

[jeremy.king]

Is the OP in the US? When you sent it to Houston, they give you very clear instructions in the DHL box about back ups
This was the case when I sent in my MB for repair.

<beating the dead horse>
The packing instructions for my prepaid shipping box were VERY CLEAR. Did you get a prepaid box, cforand1293? If so, I'd encourage you to try reading next time - it does wonders!
</beating the dead horse>

[DougTheImpaler]

"You should always back up before sending it in"

BS.

You should *always* back up. If you're not backing up when you're NOT sending in your hardware, you're STILL asking for trouble. You should always back up as often as you are comfortable with re-doing. For some people it's daily, others weekly, others monthly. Regardless, if you don't back up, you must be comfortable with doing everything over again.

[mmmcheese]

Apple made it really clear to me to back up my data...they even offered to walk me through backing up my data and sending me a list of what data is commonly stored where.

On the other hand, if the data is that important too you, why wouldn't you back it up, even if Apple had said they would protect your data? Is it worth the risk? My data is too valuable to me to trust it to someone else, no matter how sure they are it will be protected. If it comes back in perfect condition, great...I don't have to spend time recovering from a back up...but on the chance that something will go wrong, you'll still have a copy.

[greenmac]

If they are going to wipe/replace your drive/computer, then they should be backing that data up for you before touching anything else, to restore it afterwards.
Backing up for an experienced tech with the right equipment takes next to no time.

I agree that this would be great, but in reality you would/should still back up your data. I would feel more comfortable knowing I had my data safe. What if the computer gets damaged while in transit?

The also said that it is not common knowledge and this is an issue that they are working on.

no offence, but even if Apple believe that it's common sense, they are not going to tell the customer that.

they said they'll give you a new version of Leopard?


ARE YOU SERIOUS?
NO

[timmillwood]

everyone should backup atleast weekly if they are sending their computer off or not, i backup to a second HDD evernight just in cast HHD fails or summin

[Trekkie]

Yup, BERNOULLI! :D A huge, whopping, overwhelming, MASSIVE... 250MB... or something like that. LOL

The ones I saw were 40MB, I think the Zip was 250MB

[sushi]

I still get a bit of a laugh from one of Tom Clancys books, think it was Without Remorse or Executive Orders where he mentions this fictional 1 GB Bernoulli. LOL
It's called a Jaz Drive. It had 1 and 2 GB cartridges.

[amac4me]

cforand1293, i know it sucks but it's a real lesson in the value of taking backups. Not to get on you but what would you have done if your system was stolen or the hard drive crapped out? The end result would have been the same.

Just be sure to get Leopard when it's released so you can use Time Machine ;)

[kwood]

How long are we going to continue to bash and ridicule cforand1293 over this....:confused:

[Trekkie]

How long are we going to continue to bash and ridicule cforand1293 over this....:confused:

It's called beating a dead horse, allowing you to really, really, really drive the point home.

That way when someone searches years from now on 'i lost my data when i mailed my system in for repair' they'll know not to post :D

[jsw]

Yeah... I think the horse isn't moving anymore. Closing this....