Resolved Apple lost the Macbook Pro during the Repair, has someone experienced this? (RESOLVED, Page 13)

[BreakYurAnkles]

Why would you be directed to remove your password? That seems crazy.

I believe OP stated that Genius Bar requested he do it.

Is it that apple will first make you back up your Mac before it went to repair?
The personal information won’t be lost if you backup everything first.

I believe OP is worried about his data BEING STOLEN.

I believe OP has all his files backed up.

@GoztepeEge if you have a time machine backup, then you can mark it as lost, erase it, and lock it up , everything and anything you need to do to keep you information safe NOW.

You can always back up from time machine IF you ever get the device back in your possession.

 

[EuroChilli]

I believe OP stated that Genius Bar requested he do it.

This is the bit I’m still trying to understand. I don’t disable my password even if I leave my laptop locked up in my own appartment. So why would I do that when giving it to a complete stranger for battery replacement?

You don’t need a password to make such a repair, just a screw driver. The repair shop can boot as a guest to check if it works.

 

[GoztepeEge]

I believe OP stated that Genius Bar requested he do it.


I believe OP is worried about his data BEING STOLEN.

I believe OP has all his files backed up.

@GoztepeEge if you have a time machine backup, then you can mark it as lost, erase it, and lock it up , everything and anything you need to do to keep you information safe NOW.

You can always back up from time machine IF you ever get the device back in your possession.

Both of your statements are correct.
The Genius Bar told me to not to remove anything. I already asked if I should wipe off.

I am worrying about my data to be stolen, and I have already my backups with both TimeMachine and iCloud as well.


I juat created an appointment at the store for this evening, we will see what happens there. If they do not give me a valid info, I will have to wipe off everything remotely from my Mac as you advised.

 

[nigameash]

Have you experienced this issue in past? How and when is it resolved step by step?

Not with a device being lost but multiple times for Macs/iPhones where Apple decided to replace the device due to too many repairs, quality issues with replacements, etc.

It was always Executive Relations who resolved the issue/replaced the device for me.

Maybe just call Apple and ask to speak with someone from Customer/Executive Relations?

 

[GoztepeEge]

This is the bit I’m still trying to understand. I don’t disable my password even if I leave my laptop locked up in my own appartment. So why would I do that when giving it to a complete stranger for battery replacement?

You don’t need a password to make such a repair, just a screw driver. The repair shop can boot as a guest to check if it works.

I disabled the Guest account on my MBP, and did not think of any problem that might exists during the repair. I disabled the password, and also asked the Genius Bar about it. He told me to just leave it as it is, no further action was needed.

Later than I started worrying, and I could activate the guest account as you said, I could not imagine it.

 

[GoztepeEge]

Not with a device being lost but multiple times for Macs/iPhones where Apple decided to replace the device due to too many repairs, quality issues with replacements, etc.

It was always Executive Relations who resolved the issue/replaced the device for me.

Maybe just call Apple and ask to speak with someone from Customer/Executive Relations?

I already tried calling and chatting them, maybe 4 times, each time they submitted me to the Apple store itself. Hence I assume they are not helpful in this case, actually they should have been...

However I can directly try to contact “Customer/Executive Relations”, did not know this option. Thanks.

 

[ascender]

I have not erased it yet, as the Apple have not yet confirmed that my device is really lost. When they confirm, I will erase everything.



I am so upset as well, I have never expected that kind of service from Apple. They should be ashamed to tell me that “your device might possibly be lost”. However I hope they help me when I get to the store, I can not do this now because I am in the office and working, but I will find a relevant time either tomorrow, or on Wednesday 100%.

I am by the way still tracking the repair status, it is still the same from 02.12.2021, no news.

Of course its not good, but these things do happen with couriers. You've just been extremely unlucky and at least Apple are being honest with you.

I get 99.9% of all posted mail and courier items but last week I had three boxes coming from one supplier with the same courier. They all arrived in their depot at the same time, got scanned-in at the same time, but they've managed to lose one of them.

Luckily its only a small-value item, but these things happen. Hopefully Apple gives you a replacement laptop asap.

 

[fa8362]

It’s not about the loss of data; it’s about them not securing a customer’s sensitive personal data. If they can’t account for the computer’s whereabouts, if it was lost or stolen or given to another customer by mistake, then they are liable for that egregious error and putting a customer’s personal data at risk.

No, they're not. If he sues all he'll get is a bill from his lawyer.

 

[GoztepeEge]

Of course its not good, but these things do happen with couriers. You've just been extremely unlucky and at least Apple are being honest with you.

I get 99.9% of all posted mail and courier items but last week I had three boxes coming from one supplier with the same courier. They all arrived in their depot at the same time, got scanned-in at the same time, but they've managed to lose one of them.

Luckily its only a small-value item, but these things happen. Hopefully Apple gives you a replacement laptop asap.

I understand these issues, this is about the delivery company. That is okay. I would expect a better service from both Apple and UPS, however it is what it is. I learned a big lesson.

The only thing first I would like to resolve today when I get to the store is to make sure I get either a loaner computer or a replacement soon, as I am in a bad situation for both job and education. I am about to lose the job, and education requires lots of submissions. Hopefully they make empathy when I get the Store.

 

[iamMacPerson]

If you put it in lost mode now it will be locked, if it connects to the internet. It is still your laptop and remains so, even if you erase it, until you take it off 'Find My', which removes 'Activation Lock', then anyone can claim it. But yes, you can still track it and have a chance to get it back while it is in lost mode or after it has been remotely erased.

Read here for more info, depending on which OS you have on it:

Erase a device in Find My on Mac

In Find My on Mac, erase a lost or stolen device.

support.apple.com

Mark a device as lost in Find My on Mac

In Find My on Mac, mark a device as lost.

support.apple.com

A lot of you are overselling how useful Find My is on an older Mac like this. It only works well on devices with T2 chips or Apple Silicon because they actually reach out to Apple’s server for activation like an iPhone. Otherwise Find My will only ever work if whoever ‘finds’ the laptop is naive enough to connect this laptop to Wi-Fi without first wiping it. Since the SSD is removable, and not encrypted on that model by default unless OP enabled FileVault, even with an admin password set you can just plug the SSD into an external enclosure and read all the files on it.

So the Mac is as good as gone at this point unless UPS finds it in their system soon. There is very little - if any - chance of getting it back. Since most thieves or people who chop-shop these devices are smart enough to wipe them before selling them, it will probably never reconnect to Wi-Fi with the OP’s account and receive the ‘Erase Mac’ command. And since Activation Lock requires a T2 chip or Apple Silicon processor (2018 or later machines basically), Find My can be easily bypassed.

 

[ascender]

I understand these issues, this is about the delivery company. That is okay. I would expect a better service from both Apple and UPS, however it is what it is. I learned a big lesson.

The only thing first I would like to resolve today when I get to the store is to make sure I get either a loaner computer or a replacement soon, as I am in a bad situation for both job and education. I am about to lose the job, and education requires lots of submissions. Hopefully they make empathy when I get the Store.

They'll both have their own internal SLAs and processes, that's the issue... which doesn't help you, but Apple store staff won't be willing/able to hand out a laptop until their systems say its OK to do so - presumably at the point where they know they'll be compensated by the courier or their insurance etc. i.e. they need to scan their system and allocate the cost of whatever they give you to "something". The Store manager may be in a position to override that, but it would depend.

Let us know how you get on today.

I don't understand why people think he has a case of any sort, especially for loss of data. One of the things on the form we sign when we drop something off to Apple to repair will say they cannot be held responsible for the data on the device - I'm guessing it will say something about us having adequate backups or there should have no personal data on the device.

 

[iamMacPerson]

They'll both have their own internal SLAs and processes, that's the issue... which doesn't help you, but Apple store staff won't be willing/able to hand out a laptop until their systems say its OK to do so - presumably at the point where they know they'll be compensated by the courier or their insurance etc. i.e. they need to scan their system and allocate the cost of whatever they give you to "something". The Store manager may be in a position to override that, but it would depend.

Let us know how you get on today.

I don't understand why people think he has a case of any sort, especially for loss of data. One of the things on the form we sign when we drop something off to Apple to repair will say they cannot be held responsible for the data on the device - I'm guessing it will say something about us having adequate backups or there should have no personal data on the device.

Store manager must approve all retail swaps, regardless of repair status. The system will never just ‘green light’ a retail swap for no-cost, the manager must override.

 

[mollyc]

I don't understand why people think he has a case of any sort, especially for loss of data. One of the things on the form we sign when we drop something off to Apple to repair will say they cannot be held responsible for the data on the device - I'm guessing it will say something about us having adequate backups or there should have no personal data on the device.

Apple may not have any responsibility for the data on the device; it seems OP received poor guidance from the store/Genius Bar.

But Apple does have responsibility for the actual device. It was lost under their care by a transit provider. The OP is certainly due for a replacement machine to compensate him for the one that was lost. The value of the replacement may be debated, but no one drops off their machine to Apple expecting routine service, then is told they are SOL because Apple lost the machine and they get ZERO back.

 

[ascender]

Store manager must approve all retail swaps, regardless of repair status. The system will never just ‘green light’ a retail swap for no-cost, the manager must override.

Yip. I've no idea how their system works, but presumably something or someone will authorise a device to be handed out (or just a repair SLA is breached or something) and the manager gives it the OK.

I guess in this case if the device is lost then that should happen sooner rather than later.

 

[GoztepeEge]

Yip. I've no idea how their system works, but presumably something or someone will authorise a device to be handed out (or just a repair SLA is breached or something) and the manager gives it the OK.

I guess in this case if the device is lost then that should happen sooner rather than later.

2 hours later I am going to the store, and am really curious what they are going to do. Hope they try to make empathy and approach the issue in a customer-based way.

 

[EuroChilli]

What I find odd about this whole thing is that an Apple store, in Munich of all places, has to send a laptop to the Czech Republic for what is probably one of the most routine laptop repairs. Like I said earlier, this is something you can do yourself on your dining room table in about 15 mins. Why didn't they send for a replacement battery and do it there on the premises in Munich? If you live in Mongolia and need a whole logic board or screen, maybe send it somewhere else, but a battery, in a major German city?

 

[EuroChilli]

A lot of you are overselling how useful Find My is on an older Mac like this. It only works well on devices with T2 chips or Apple Silicon because they actually reach out to Apple’s server for activation like an iPhone. Otherwise Find My will only ever work if whoever ‘finds’ the laptop is naive enough to connect this laptop to Wi-Fi without first wiping it. Since the SSD is removable, and not encrypted on that model by default unless OP enabled FileVault, even with an admin password set you can just plug the SSD into an external enclosure and read all the files on it.

So the Mac is as good as gone at this point unless UPS finds it in their system soon. There is very little - if any - chance of getting it back. Since most thieves or people who chop-shop these devices are smart enough to wipe them before selling them, it will probably never reconnect to Wi-Fi with the OP’s account and receive the ‘Erase Mac’ command. And since Activation Lock requires a T2 chip or Apple Silicon processor (2018 or later machines basically), Find My can be easily bypassed.

I did say it depends on the OS, I should have maybe also said it depends on the actual computer.

 

[greenmeanie]

When they lose packages I am suppose to get they just give me the value of the product.
I never had them say they would order me another one.

 

[Mcdevidr]

What does the OP work for some national security agency or something. Why is there all this concern. Wouldn’t having the ability to get to data tied behind his ICloud account cost whatever theif a serious amount of time and money (more than it would be worth than to just wipe and sell the device). Anyways good luck with whatever they do. Just crazy how this thread has blown up into 5 pages of speculation and opinion about what you’re entitled to and not entitled to and discussion of this highly secret personal data you have.

 

[GoztepeEge]

What I find odd about this whole thing is that an Apple store, in Munich of all places, has to send a laptop to the Czech Republic for what is probably one of the most routine laptop repairs. Like I said earlier, this is something you can do yourself on your dining room table in about 15 mins. Why didn't they send for a replacement battery and do it there on the premises in Munich? If you live in Mongolia and need a whole logic board or screen, maybe send it somewhere else, but a battery, in a major German city?

I was schocked by the same thing as well. However they told me that the repair center is in Czech. And also they do not replace the battery only, they replace the whole topcase including the battery, trackpad, keyboard and the aluminum case.

What does the OP work for some national security agency or something. Why is there all this concern. Wouldn’t having the ability to get to data tied behind his ICloud account cost whatever theif a serious amount of time and money (more than it would be worth than to just wipe and sell the device). Anyways good luck with whatever they do. Just crazy how this thread has blown up into 5 pages of speculation and opinion about what you’re entitled to and not entitled to and discussion of this highly secret personal data you have.

I hope you do not encounter with a similar issue of data breach/stealing etc. It is not about the national security, but it is a bit important for me personally. Surely I could take better actions before I gave the MBP to them, however the Genius Bar also directed me so wrong. Anyway, I hope the device can be found or at least I can remove every data from it remotely.

 

[swingerofbirch]

So many experts on German law and tort in here!

It's amazing how people can accuse the OP of greed.

And how many fall over themselves to defend a trillion dollar company.

Apple does not do most of its repairs. I have worked as a contractor providing labor for Apple. Computers going for repair go to vendors all over the world. Those damaged parts then go to other vendors that can sometimes solder them in a way that they can be used for other damaged computers that come in. Apple usually charges about $800 USD for these logic board level repairs.

When I personally had to send my 13" 2012 MBP in to Apple, I swapped the drive, installed a clean copy of OS X on it, and then put my own drive back in when it was back from repairs.

Unfortunately, Apple now uses non-standard SSD connectors, which makes privacy much more difficult with regard to repairs.

Other companies like Lenovo even offer to send back your original hard drive if one fails rather than do what Apple does which is to repurpose it.

When AppleCare asks for your password (which they do on all mail-in repairs), do not provide it.

Since it's now impossible to remove the drive and swap it out (well practically impossible), I would suggest backing it up and erasing it before giving it over to Apple, which is obviously not ideal. Of course this is impossible if the computer is not functioning at all, which is why having modular parts would be good.

Apple routinely asks for passwords, and they shouldn't.

You all are attacking the OP for what is standard operating procedure at Apple and which they should not be doing.

If you send a MacBook to Apple, it is not going to *Apple*. You will never know the name of the vendor and the subcontractor actually working on it.

This is not just about the value of the computer. It is about the distress, the inconvenience, and the terrible advice they give with regarding to safeguarding data and asking for passwords or to deactivate them. It goes back to them making over-engineered computers that require extensive repairs to replace simple parts. It also goes back to Apple not employing the people who work for them and sending out to third party vendors.

This is just one known example of contractors snooping through someone's phone and posting the pictures/videos online:

Apple settles lawsuit after iPhone techs posted woman’s explicit photos on Facebook, report says

Apple paid a sizeable settlement after iPhone repair techs posted explicit photos of a young Oregon woman, according to legal documents uncovered by the Telegraph.

www.washingtonpost.com

Remember that is just one known example.

Here is a person who suspected it:

AppleCare accessed my personal files - Apple Community

discussions.apple.com

I would never trust Apple with a repair because you don't actually know *who* is repairing your product unlike using an independent repair shop.

When people are bored, angry at the company they are contracted for, not even being paid minimum wage, and aren't even Apple certified techs (yes, that is correct: the people repairing computers at these vendors do not even receive Apple training or certification because they don't work for Apple), these things happen.

Some of you are demanding the OP be reasonable to Apple. Do you think Tim Cook got to where he is and where Apple is financially by playing ethically? They cut costs at every corner and demand the impossible from their vendors and then pretend to be surprised when there are issues.

 

[0_1]

Okay, leave it like this. You are looking at the topic in an extreme "senseful" manner, from just one perspective. Let us assume "okay it was my responsibility to protect my info".

I do not want to fight you as I am pretty sure you have not experienced this issue previously, so that you talk so relaxed.

I'm pretty sure many of us have experiance taking hardware in for repair and protecting/backing up our information (you...didi make a backup, right?) There's no "assuming" about it, they shouldn't have lost your computer but the potential data loss is 100% on you.

 

[Lioness~]

When I have needed service from Apple in 90% of the time over the years I don’t turn it into Apple.

I go to a trusted Apple service provider myself instead. Where I talk to people who are Apple authorized.

Apple as a company is not funny to deal with at all these days. Impersonal.
When I have dealt with them, you get a package or write out an addres yourself or something like that to send in the device.
No people involved, just a soulless computerized greedy company today. Sadly.
Fortunately it doesn’t happen that often, as the quality of Apple products still hold some standard.
But customer service is impersonal and crap.

 

[GoztepeEge]

To all the ones who wait for the result to hear:

NEWS:

I went to the store and talked to the same Genius Bar employee, which I already talked when I first brought my Macbook. I know him, and he recognized me as well.
I told why I came, he was surprised that I have not received my device yet. He listened to me first, then went into somewhere to check, then came with his manager as well. We all three guys had a 30 min talk to understand the issue and possible solutions.

Now: they told me that today they created an investigation and it will take 24 hours, UPS will give them an answer until tomorrow evening. What they know now is that: the MBP was handed over to the UPS, the first delivery truck arrived in the UPS Hub in Germany, it was in the UPS's records, however the next truck (started the road from the UPS Hub Germany to the Czech Republic) has no record. UPS told Apple that second cargo truck is lost. There is no news, nobody knows where it is, and also where the driver is. It disappeared, according to the UPS.
The investigation has started today with both Apple and UPS.

When he first told me this story, I was about to cry. I really liked that MBP, which is lost right now, and possibly in the hands of burglars.

This was the story until now, and the answer exists until tomorrow evening. But they believe that the Macs are really lost (there was not only my mac on that truck, but several ones).

So, as the solution: the manager told me that: if the UPS confirms the goods are lost, okay, then the replacement will take place by Apple. The equivalent device was said by the manager as 13" MBP 2020 with M1 processor. I asked why, because my device was the newest one at the time I purchased, however the 2020 model MBPs are 1 year older ones as we are at the end of 2021 by the way. And also I stated that I was also planning to purchase that M1 processored 2020 model MBPs, however due to the lack of plugs like HDMI and SD Card, I decided to avoid, which was the real situation (This was also the reason why I decided to give a new battery to my early 2015.)
So in this case, I stated this and 2021 model seems better to me for those reasons, which is partially accepted by the manager. However nothing is determined 100% yet.

They will call me until tomorrow evening, if my device is really lost, then we start arranging the best option like either 2020 13" MBP or 2021 14" MBP.
I asked about any price, the manager told me that there is no price if I accept the base-level MBP replacement. I mean I will not be charged for the battery replacement process.
I guess, they told me, if the issue resolves tomorrow, they can directly proceed me a MBP 2020 or 2021, as they have in stock, surely the base-models.
If I want any choice to be upgraded by paying the price difference for parts, then it will take 3-4 weeks, they said.
I am not sure what to do, and what would be the best option in my case.
I can pay maybe 400-500 Euro if any upgrade on any MBP is needed and worth. But I have no idea about the newest Macs (M1 or M1 Pros). If you have any advise for the upgrade, I can consider, otherwise they will give me just a base model of one of those.


Long story short: my MBP is 99% lost. If so, the Apple will give me a new replacement as either 2020 or 2021 MBP, the final decision will be based on our arrangement.

Actually I am supposed to be happy that I will obtain a newer model, but I am so sad about my lost computer. It was really valuable for me. I can not focus on the new device, this feeling is really different and weird.

 

[BreakYurAnkles]

To all the ones who wait for the result to hear:

NEWS:

I went to the store and talked to the same Genius Bar employee, which I already talked when I first brought my Macbook. I know him, and he recognized me as well.
I told why I came, he was surprised that I have not received my device yet. He listened to me first, then went into somewhere to check, then came with his manager as well. We all three guys had a 30 min talk to understand the issue and possible solutions.

Now: they told me that today they created an investigation and it will take 24 hours, UPS will give them an answer until tomorrow evening. What they know now is that: the MBP was handed over to the UPS, the first delivery truck arrived in the UPS Hub in Germany, it was in the UPS's records, however the next truck (started the road from the UPS Hub Germany to the Czech Republic) has no info. UPS told Apple that that cargo truck is lost. There is no news, nobody knows where it is, and also where the driver is.
The investigation has started today with both Apple and UPS.

When he first told me this story, I was about to cry. I really liked that MBP, which is lost right now, and possibly in the hands of burglars.

This was the story until now, and the answer exists until tomorrow evening. But they believe that the Macs are really lost (there was not only my mac on that truck, but several ones).

So, as the solution: the manager told me that: if the UPS confirms the goods are lost, okay, then the replacement will take place by Apple. The equivalent device was said by the manager as 13" MBP 2020 with M1 processor. I asked why, because my device was the newest one at the time I purchased, however the 2020 model MBPs are 1 year older ones as we are at the end of 2021 by the way. And also I stated that I was also planning to purchase that M1 processored 2020 model MBPs, however due to the lack of plugs like HDMI and SD Card, I decided to avoid, which is the real situation (This was also the reason why I decided to give a new battery to my early 2015.) So in this case, I stated this and 2021 model seems better to me for those reasons, which is partially accepted by the manager. Nothing is determined yet.

They will call me until tomorrow evening, if my device is really lost, then we start arranging the best option like either 2020 13" MBP or 2021 14" MBP.
I asked about any price, the manager told me that there is no price if I accept the base-level MBP replacement. I mean I will not be charged for the battery replacement process.
I guess, they told me, if the issue resolves tomorrow, they can directly proceed me a MBP 2020 or 2021, as they have in stock, surely the base-models.
If I want any choice to be upgraded by paying the price difference for parts, then it will take 3-4 weeks, they said.
I am not sure what to do, and what would be the best option in my case.
I can pay maybe 400-500 Euro if any upgrade on any MBP is needed and worth. But I have no idea about the newest Macs (M1 or M1 Pros). If you have any advise for the upgrade, I can consider, otherwise they will give me just a base model of one of those.


Long story short: my MBP is 99% lost. If so, the Apple will give me a new replacement as either 2020 or 2021 MBP, the final decision will be based on our arrangement.

Actually I am supposed to be happy that I will obtain a newer model, but I am so sad about my lost computer. It was really valuable for me. I can not focus on the new device, this feeling is really different and weird.

Take the base model 14" 2021 pro.

It is equivalent to your MacBook Pro with ports for functionality. (keep on stating that to the manager). continue to remind them that this issue has delayed your life, work, university.

Try to get it free (at first) then if they try to make you pay a price (400-500 euro) then haggle with them. Try to get the University discount (we have it here in the USA) which knocks off another $150 (dollars). And try to pay 250-350 Euros. Tell them you are a University student that cannot pay the high price difference.

Hopefully things work out for you for the better of this bad situation.

Good luck