That is unacceptable...call a lawyer first thing in the morning, not necessarily to sue, but I have found that a couple of phone calls from a lawyer can get AMAZING results from any company when you, the consumer are getting the run-around like this.
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Apple sent computer back with wrong hard drive!
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Don't do anything to that hard drive. Don't let the other lady touch yours either.
The least of a resolution to this is that Apple recall both hard drives and cases, and get your data back. Apple have not sent you back what is rightfully yours, and the CSR thinks they can get away with a minimum by giving you the same size HD. You have lost your data too, and sensitive data has been given to other people. You could make a huge song and dance about identity theft, and then they would start getting a bit more receptive.
I wouldn't stop pushing until I got at least the data back. At this point, I would probably be looking for a replacement laptop, as they don't even seem to have assembled yours back together in the condition you left it in (if the case is different. What if yours had no scratches, and is now blemished? You've lost resale value).
Apple are known for garnering better goodwill from their customer service than this. Let them know you are holding them to their reputation.
Also, send this into The Consumerist. They'd love something like this, and that blog is getting some heavy traffic from customer service departments. http://consumerist.com.
The least of a resolution to this is that Apple recall both hard drives and cases, and get your data back. Apple have not sent you back what is rightfully yours, and the CSR thinks they can get away with a minimum by giving you the same size HD. You have lost your data too, and sensitive data has been given to other people. You could make a huge song and dance about identity theft, and then they would start getting a bit more receptive.
I wouldn't stop pushing until I got at least the data back. At this point, I would probably be looking for a replacement laptop, as they don't even seem to have assembled yours back together in the condition you left it in (if the case is different. What if yours had no scratches, and is now blemished? You've lost resale value).
Apple are known for garnering better goodwill from their customer service than this. Let them know you are holding them to their reputation.
Also, send this into The Consumerist. They'd love something like this, and that blog is getting some heavy traffic from customer service departments. http://consumerist.com.
Unfortunately this isn't out of the norm for either company. My PowerBook has been in and out of the shop roughly 6 times since I got it 3 years ago. I finally gave up and have been just dealing with a dodgy motherboard/superdrive/hard disk. Originally CompUSA (the company I unfortunately bought this laptop from) sold me 1GB of RAM (2 X 512MB) to upgrade the skimpy 512GB the machine came with. Within a month the machine "put itself to sleep" and refused to wake up.
Slightly confused (this was my first macintosh to own since the Apple 2E I owned as a kid) 3 Logic board replacements later, the PMU gives out, so I send it back in. 2 weeks later it comes back with 768MB of RAM. I ended up fighting with CompUSA for a month and a half and finally out of desparation threatened to bring the media into it before they replaced that 512MB stick that was replaced.
Honestly, I'm not surprised this happened if CompUSA was involved. Apple has been really helpful with my most recent computer, a 2.66GHz Mac Pro when the reinstall dvd that came with the computer didn't work.
Slightly confused (this was my first macintosh to own since the Apple 2E I owned as a kid) 3 Logic board replacements later, the PMU gives out, so I send it back in. 2 weeks later it comes back with 768MB of RAM. I ended up fighting with CompUSA for a month and a half and finally out of desparation threatened to bring the media into it before they replaced that 512MB stick that was replaced.
Honestly, I'm not surprised this happened if CompUSA was involved. Apple has been really helpful with my most recent computer, a 2.66GHz Mac Pro when the reinstall dvd that came with the computer didn't work.
Just some clarifications so this thread can stay on track.
The original problem: The macbook would not start.
1 - The macbook was under apple care.
2- I took it to compusa since they are a authorized service center. There is no apple store within about 300 miles of my residence.
3-Compusa probably did nothing to it but send it to apple.
4- Apple has acknowledged that they have worked on the computer.
5-Apple has given me a case number.
6-The data on the computer was mostly photos and music, which I think was backed up (it was mostly used by my son at college).
7-I am uncertain if there was any "residue" of over-the-web transactions... I hope not.
8-The computer I got back had the correct chassis number, but was obviously not the same case. At first I thought that apple may have swapped the case out for some reason, which did not bother me. Now I know that the case and keyboard deck belong to the other apple customer.
9-The person that has my hard drive seems to be a very nice, and concerned person who wants her data back. (Lucky for me)
10-The computer was purchased directly from apple, new.
11-It never even occurred to me that the drive should be encripted, which would have been hard to do, since it would not start.
12- I have sent two emails to apple product security.
13- I offered to have both computers sent to Mr. Jobs basically out of desperation since the tech I spoke with was not being helpful.
Please do not contact Apple on my behalf. I want to handle this myself, if possible. Yes, I am very disappointed with the current status, but it is not the end of the world if we end up just swapping drives. I am pretty disappointed with the way apple has handled this so far. But maybe on Monday someone higher up at apple can rectify the situation. I do appreciate your comments.
Some perspective: I have 5 mac computers and have had nothing but great experience with the computers and Apple Co since switching 1.5 years ago... I am still a 'fanboy' if thats what you want to call it...
The original problem: The macbook would not start.
1 - The macbook was under apple care.
2- I took it to compusa since they are a authorized service center. There is no apple store within about 300 miles of my residence.
3-Compusa probably did nothing to it but send it to apple.
4- Apple has acknowledged that they have worked on the computer.
5-Apple has given me a case number.
6-The data on the computer was mostly photos and music, which I think was backed up (it was mostly used by my son at college).
7-I am uncertain if there was any "residue" of over-the-web transactions... I hope not.
8-The computer I got back had the correct chassis number, but was obviously not the same case. At first I thought that apple may have swapped the case out for some reason, which did not bother me. Now I know that the case and keyboard deck belong to the other apple customer.
9-The person that has my hard drive seems to be a very nice, and concerned person who wants her data back. (Lucky for me)
10-The computer was purchased directly from apple, new.
11-It never even occurred to me that the drive should be encripted, which would have been hard to do, since it would not start.
12- I have sent two emails to apple product security.
13- I offered to have both computers sent to Mr. Jobs basically out of desperation since the tech I spoke with was not being helpful.
Please do not contact Apple on my behalf. I want to handle this myself, if possible. Yes, I am very disappointed with the current status, but it is not the end of the world if we end up just swapping drives. I am pretty disappointed with the way apple has handled this so far. But maybe on Monday someone higher up at apple can rectify the situation. I do appreciate your comments.
Some perspective: I have 5 mac computers and have had nothing but great experience with the computers and Apple Co since switching 1.5 years ago... I am still a 'fanboy' if thats what you want to call it...
Here's what to do
OK
I feel the need to chime in here.
First as stated before change NOTHING!!
#1 If you start swaping out drives you will invalidate your warranty.
(unless of course you are an apple tech?)
Thought not.
#2
Document everything!!
I mean everything. every email, phone call, who when how long on hold etc.
Now I don't think it has been mentioned as to whether you had applecare, or this is still under the 1 year warranty, or Comp USA?
I had a similar experience with an old G4 PB..
now not to bore you with the long story... in the end.(1 month from my extended apple care expiring) 2 years 11months. I ended up with a whole new machine and an upgraded one at that.
OK so you ask how?
Well I kept track of every phone call, every repair , etc.
and the magic pill was getting off the phone with the normal flunkies that read from scripts at applecare, and speaking with an "applecare specialist" This is really the trick. They are the ones that have the power to make things happen.
Here is the name and # of the one I delt with.
Shelia Greer 1-800-800-2775 opt 1 ex 40141
Now you should have a case#, which I assume you would at this point.
Don't back down, and be fairly "put out"
Squeaky wheel gets the grease.
Good Luck.
Fotoman
OK
I feel the need to chime in here.
First as stated before change NOTHING!!
#1 If you start swaping out drives you will invalidate your warranty.
(unless of course you are an apple tech?)
Thought not.
#2
Document everything!!
I mean everything. every email, phone call, who when how long on hold etc.
Now I don't think it has been mentioned as to whether you had applecare, or this is still under the 1 year warranty, or Comp USA?
I had a similar experience with an old G4 PB..
now not to bore you with the long story... in the end.(1 month from my extended apple care expiring) 2 years 11months. I ended up with a whole new machine and an upgraded one at that.
OK so you ask how?
Well I kept track of every phone call, every repair , etc.
and the magic pill was getting off the phone with the normal flunkies that read from scripts at applecare, and speaking with an "applecare specialist" This is really the trick. They are the ones that have the power to make things happen.
Here is the name and # of the one I delt with.
Shelia Greer 1-800-800-2775 opt 1 ex 40141
Now you should have a case#, which I assume you would at this point.
Don't back down, and be fairly "put out"
Squeaky wheel gets the grease.
Good Luck.
Fotoman
Thanks for the update
I did not intend to communicate on your behalf. I merely wanted to let them aware of the situation as a third party to this matter. I wanted to make sure that Apple is not treating you as a single dispensable customer. I respect your quest and I will not write them anymore email or call them. Thank you for the update and I too believe in Apple Inc and absolutely love my new MacBook. I hope they will do the right thing for you.
I did not intend to communicate on your behalf. I merely wanted to let them aware of the situation as a third party to this matter. I wanted to make sure that Apple is not treating you as a single dispensable customer. I respect your quest and I will not write them anymore email or call them. Thank you for the update and I too believe in Apple Inc and absolutely love my new MacBook. I hope they will do the right thing for you.
I sent my MacBook in to have a dead 60G hard drive replaced, as well as a stained top case (it was from the beginning of the production run).
Instead of dealing with the Apple Store, I called AppleCare and had them send me a box.
Handed to DHL pickup guy: 6pm Thursday
Email received - "Your system has arrived at our repair depot": 8am Friday
Email received - "Repairs done, here's your tracking #": 5pm Friday
Got the machine back via FedEx on Monday afternoon. However, when I opened it up to reinstall my memory upgrade,
I found a bonus! I'd shipped the system to Apple with a single Apple-sourced 512M SODIMM. It came back to me with the 512M SODIMM
*and* a 256M SODIMM.
It was definitely the same machine - chassis serial numbers, etc, all matched.
Too bad I had two 1G SODIMMs here waiting on it, or the extra 256M of memory would have been a nice free upgrade.
A lot of the time, if you send a machine to Apple where the HD is encrypted and the tech isn't able to log in, they'll just nuke the
drive and reinstall OSX. When I called AppleCare for my MacBook, they asked for the admin user login and password, even though
the problem was a dead hard drive.
They also have this printed (very large, obvious, not small type at all) on the instructions that
come with the "mail this system back for service" box:
In this case, I can see where a tech really screwed up (nobody wants someone else to have their data), but I don't think
Apple should be liable for anything other than an apology and paying/providing for you to either get your original
hard drive back or an 80G drive replacement, and re-replacement of your top case/keyboard/trackpad with a new one.
When I got my MB back I knew the top case was new because it still had the protective plastic "peel-off" cover on the
wrist rest area.
Instead of dealing with the Apple Store, I called AppleCare and had them send me a box.
Handed to DHL pickup guy: 6pm Thursday
Email received - "Your system has arrived at our repair depot": 8am Friday
Email received - "Repairs done, here's your tracking #": 5pm Friday
Got the machine back via FedEx on Monday afternoon. However, when I opened it up to reinstall my memory upgrade,
I found a bonus! I'd shipped the system to Apple with a single Apple-sourced 512M SODIMM. It came back to me with the 512M SODIMM
*and* a 256M SODIMM.
It was definitely the same machine - chassis serial numbers, etc, all matched.
Too bad I had two 1G SODIMMs here waiting on it, or the extra 256M of memory would have been a nice free upgrade.
A lot of the time, if you send a machine to Apple where the HD is encrypted and the tech isn't able to log in, they'll just nuke the
drive and reinstall OSX. When I called AppleCare for my MacBook, they asked for the admin user login and password, even though
the problem was a dead hard drive.
They also have this printed (very large, obvious, not small type at all) on the instructions that
come with the "mail this system back for service" box:
In this case, I can see where a tech really screwed up (nobody wants someone else to have their data), but I don't think
Apple should be liable for anything other than an apology and paying/providing for you to either get your original
hard drive back or an 80G drive replacement, and re-replacement of your top case/keyboard/trackpad with a new one.
When I got my MB back I knew the top case was new because it still had the protective plastic "peel-off" cover on the
wrist rest area.
Whoa....do you really let your browser remember your credit card details and email passwords? I would never do this. I don't know why, but it seems too risky.
A little something from someone in the repair industry...
I am currently a member of an undisclosed laptop repair facility (no, it isn't Mac's repair facility) and I can tell you that we take our customer's digital privacy to the utmost importance. We've had members of our repair teams fired for simply venturing to locations on a customer's hard disk that weren't required to be checked to ensure that the unit had been repaired to a satisfactory degree. But for Apple to send a person's hard drive (including all of the personal information) to another of their customers, effectively voiding any attempts at ensuring their customer's digital privacy, it just comes across as unacceptable. If I read the posts above me correctly, they are wanting you and the other user to swap hard drives via mail so that you have your information back, but you have to even pay for the shipping. DO NOT DO THIS! Yes, swapping a hard drive may seem like an easy repair, but let's say that you don't know that particular model (and I don't expect that you would, unless you work as a repair technician for Apple yourself). Perhaps there's a hidden screw you know nothing about and end up cracking your case trying to remove the hard drive to mail out. You've effectively voided any warranty, service center or otherwise, because you attempted a repair on your unit yourself. Do not cave to Apple's suggestions. If my company encountered this problem, it would definitely have not made it this far, and you'd be enjoying all your data back as we speak.
I can only guess that the reason you received someone else's data is that a repair technician at Apple's facilities was verifying that one of the unit's he had worked on was repaired, but the other hard drive may not have been booting properly due to OS issues (though from my understanding that's a rarity with Apple, unlike Windows, which is what I and my peers deal with) in which case we would use a "test" hard drive, or one that has known to boot fine, to ensure that the unit itself is functioning properly, regardless of OS issues. But when we do this, we label the hard drive when we take it out of the unit with stickers already pre-printed and associated with the unit that have a unique ID and the customer's name printed all over them. In this manner, we can rest assured that the right hard drive stays with the right unit. I would suggest that Apple's repair facility look into doing this, if this isn't the first time, because it's worked very well so far. At any rate, I've wandered from my point, which is to say, it's your data, and now your personal information has been compromised. At the very least Apple is fixing the problem that they created by taking your unit back in and repairing it post haste. Furthermore, you should receive compensations, first for time and effort involved from you, the customer's part, and second because this was completely unacceptable and you must now deal with the off-chance that the individual, while sounding fine on the phone, may be as we speak enjoying a little identity theft which you'll in turn have to bother with. Take it from someone in the repair business, this isn't your problem, it's theirs. Don't let them walk all over you because they're bigger. Without the customers, their nothing. (Microsoft needs to take a listen to that, but that's a different rant.)
-Onideus
I am currently a member of an undisclosed laptop repair facility (no, it isn't Mac's repair facility) and I can tell you that we take our customer's digital privacy to the utmost importance. We've had members of our repair teams fired for simply venturing to locations on a customer's hard disk that weren't required to be checked to ensure that the unit had been repaired to a satisfactory degree. But for Apple to send a person's hard drive (including all of the personal information) to another of their customers, effectively voiding any attempts at ensuring their customer's digital privacy, it just comes across as unacceptable. If I read the posts above me correctly, they are wanting you and the other user to swap hard drives via mail so that you have your information back, but you have to even pay for the shipping. DO NOT DO THIS! Yes, swapping a hard drive may seem like an easy repair, but let's say that you don't know that particular model (and I don't expect that you would, unless you work as a repair technician for Apple yourself). Perhaps there's a hidden screw you know nothing about and end up cracking your case trying to remove the hard drive to mail out. You've effectively voided any warranty, service center or otherwise, because you attempted a repair on your unit yourself. Do not cave to Apple's suggestions. If my company encountered this problem, it would definitely have not made it this far, and you'd be enjoying all your data back as we speak.
I can only guess that the reason you received someone else's data is that a repair technician at Apple's facilities was verifying that one of the unit's he had worked on was repaired, but the other hard drive may not have been booting properly due to OS issues (though from my understanding that's a rarity with Apple, unlike Windows, which is what I and my peers deal with) in which case we would use a "test" hard drive, or one that has known to boot fine, to ensure that the unit itself is functioning properly, regardless of OS issues. But when we do this, we label the hard drive when we take it out of the unit with stickers already pre-printed and associated with the unit that have a unique ID and the customer's name printed all over them. In this manner, we can rest assured that the right hard drive stays with the right unit. I would suggest that Apple's repair facility look into doing this, if this isn't the first time, because it's worked very well so far. At any rate, I've wandered from my point, which is to say, it's your data, and now your personal information has been compromised. At the very least Apple is fixing the problem that they created by taking your unit back in and repairing it post haste. Furthermore, you should receive compensations, first for time and effort involved from you, the customer's part, and second because this was completely unacceptable and you must now deal with the off-chance that the individual, while sounding fine on the phone, may be as we speak enjoying a little identity theft which you'll in turn have to bother with. Take it from someone in the repair business, this isn't your problem, it's theirs. Don't let them walk all over you because they're bigger. Without the customers, their nothing. (Microsoft needs to take a listen to that, but that's a different rant.)
-Onideus
too fast for me
OK
I too have and still have many macs.
Curious as to your need to go through comp usa at all?
You stated you bought it direct from apple?
Apple will and does send you a free shipping box. All you do is box it up and send it off.
On a side note, in the many times my old PB went in for repairs, I had it back almost always within the same week it was shipped off.
VERY QUICK.
The pressure of this quick turn around my be partly to blame for your HD mishap.
Again if you do speak with the right person (after waiting on a LONG hold)
They will make it right.
Fotoman
OK
I too have and still have many macs.
Curious as to your need to go through comp usa at all?
You stated you bought it direct from apple?
Apple will and does send you a free shipping box. All you do is box it up and send it off.
On a side note, in the many times my old PB went in for repairs, I had it back almost always within the same week it was shipped off.
VERY QUICK.
The pressure of this quick turn around my be partly to blame for your HD mishap.
Again if you do speak with the right person (after waiting on a LONG hold)
They will make it right.
Fotoman
I dont' get it...
So, CompUSA returned the wrong computer to each of you (hmmmm, the casing scratches and hard drive that were hers were now magically on your machine, and the casing scratches and hard drive data that were on your machine are now magically in her possession...). So... how did you check serial numbers in the beginning of our queries (and please for the love of god, do not say you read it off the paperwork from CompUSA, which is where the "switch" happened.)
Sounds pretty clear that CompUSA registered the wrong computers before sending them to Apple's depot center. yawn...
So, CompUSA returned the wrong computer to each of you (hmmmm, the casing scratches and hard drive that were hers were now magically on your machine, and the casing scratches and hard drive data that were on your machine are now magically in her possession...). So... how did you check serial numbers in the beginning of our queries (and please for the love of god, do not say you read it off the paperwork from CompUSA, which is where the "switch" happened.)
Sounds pretty clear that CompUSA registered the wrong computers before sending them to Apple's depot center. yawn...
Nope, the CHASSIS serial number matches my original paperwork,and the box it came in. I clearly got back my original chassis.
Apple sent computer back with wrong hard drive
What was the original problem with your machine, please?
1. Does the System Profiler serial match the Chassis serial (under the battery)? That is to say: Do you have the same Logic board?
Have the other person check the same info.
2. With your orig serial, ask Apple to pull up the History and see what actually was done to the machine. Have other person's serial and do the same. Since these are macbooks and both your hard drives appear to have been good, you probably had logic board and/or heat sink replacements.
Where were the identifying scratches? Perhaps you got her lcd or top case (keyboard)?
Apple does *everything* by the serial. It's *the* main index on your computer, warranty and you.
When you send your machine back to Apple they expect you to have backed up your data. They're there to fix the *hardware* problem. If, in the course of diag and repair, you need a new drive, they slap a new one and old OEM drives get recycled.
Having done Mac warranty repair, sometimes it gets very busy. Having had 8 or 10 macs on the bench at the same time, I can tell you that it can be get very confusing, very quickly. I eventually started writing the customers initials on the HD's with a sharpie.
People always seem a bit concerned that I will see their data or rummage through their machines. Anyone working in hardware simply does care what you have on your machine. Does it boot correctly? Next.
Make sure your serials jive with Apple.
Pull out the battery. Remove 3 screws from the L bracket and pull the drives straight out. Fedex the drives to each other. Back up your ****.
I'd ask Apple Apple for an extended 3 yr. warranty for your problems.
Tell a CSR that, in this case you want the cosmetic damages repaired.
Send it off with the box they'll send you. They'll turn it around within a week.
What was the original problem with your machine, please?
1. Does the System Profiler serial match the Chassis serial (under the battery)? That is to say: Do you have the same Logic board?
Have the other person check the same info.
2. With your orig serial, ask Apple to pull up the History and see what actually was done to the machine. Have other person's serial and do the same. Since these are macbooks and both your hard drives appear to have been good, you probably had logic board and/or heat sink replacements.
Where were the identifying scratches? Perhaps you got her lcd or top case (keyboard)?
Apple does *everything* by the serial. It's *the* main index on your computer, warranty and you.
When you send your machine back to Apple they expect you to have backed up your data. They're there to fix the *hardware* problem. If, in the course of diag and repair, you need a new drive, they slap a new one and old OEM drives get recycled.
Having done Mac warranty repair, sometimes it gets very busy. Having had 8 or 10 macs on the bench at the same time, I can tell you that it can be get very confusing, very quickly. I eventually started writing the customers initials on the HD's with a sharpie.
People always seem a bit concerned that I will see their data or rummage through their machines. Anyone working in hardware simply does care what you have on your machine. Does it boot correctly? Next.
Make sure your serials jive with Apple.
Pull out the battery. Remove 3 screws from the L bracket and pull the drives straight out. Fedex the drives to each other. Back up your ****.
I'd ask Apple Apple for an extended 3 yr. warranty for your problems.
Tell a CSR that, in this case you want the cosmetic damages repaired.
Send it off with the box they'll send you. They'll turn it around within a week.
Do not throw in the towel and keep the pressure on them. They screwed up and they should be able to fix it! I see no reason why they can't send you both a return to depot box to return your macbooks. Then Apple can put the correct pieces in the proper shells and return the macbooks back to both of you.
Should not take more than 3-4 days. I remember when I had to send my macbook due to yellow stains on the palm rest, I called them Sunday, received the return box on Tues, shipped it Tue and got it back on Thursday.
GoodLuck
Should not take more than 3-4 days. I remember when I had to send my macbook due to yellow stains on the palm rest, I called them Sunday, received the return box on Tues, shipped it Tue and got it back on Thursday.
GoodLuck
I don't know if this has been suggested yet or not OR even if they are a member of..
but you should check into contacting the Better Business Bureau at www.bbb.org and see. I had HP run my wife around about a machine that was in the shop for repair at least once a month. Granted that's a 2-3 days shipping, a week for repair and 2-3 days home. After the third PSU spiked blowing the monitor/MB/HD/DVD drive/PSU (according to their invoice for repairs) I demanded a refund which was blown over with "we can't do that" or "I'll give you a refund for the remaining time on your warranty". It'd been in the shop seven times in 8 months, how does one calculate the time it was physically in our hands?
A definate doomed machine. Contacted the BBB and filed a complaint, in just over two weeks, one of the bigwigs was on the phone with me offering a complete refund or a brand new system with upgrades to the best he could find. I talked to my wife and she took the new system of course. 17" CRT replaced by a 19" LCD, 80gig HD replaced with 260gig, DVD RW instead of DVD player. 1gig DDR2 instead of 256. She didn't get hurt and this system is still running at the desk next to mine and has NEVER been back to HP or had a single hardware failure. Go figure lol
--------------------
Before claiming your thread, let me say that I stating for you not to let the underdogs push you around with "I can't, we can't" crap. There are laws and consumer rights that protect individuals over such thing.
If you wanted to really get dirty with it, contact the FTC (Federal Trade Commission) and then threaten them with that. ID thief, privacy, damaged product, etc.
GL!
but you should check into contacting the Better Business Bureau at www.bbb.org and see. I had HP run my wife around about a machine that was in the shop for repair at least once a month. Granted that's a 2-3 days shipping, a week for repair and 2-3 days home. After the third PSU spiked blowing the monitor/MB/HD/DVD drive/PSU (according to their invoice for repairs) I demanded a refund which was blown over with "we can't do that" or "I'll give you a refund for the remaining time on your warranty". It'd been in the shop seven times in 8 months, how does one calculate the time it was physically in our hands?
A definate doomed machine. Contacted the BBB and filed a complaint, in just over two weeks, one of the bigwigs was on the phone with me offering a complete refund or a brand new system with upgrades to the best he could find. I talked to my wife and she took the new system of course. 17" CRT replaced by a 19" LCD, 80gig HD replaced with 260gig, DVD RW instead of DVD player. 1gig DDR2 instead of 256. She didn't get hurt and this system is still running at the desk next to mine and has NEVER been back to HP or had a single hardware failure. Go figure lol
--------------------
Before claiming your thread, let me say that I stating for you not to let the underdogs push you around with "I can't, we can't" crap. There are laws and consumer rights that protect individuals over such thing.
If you wanted to really get dirty with it, contact the FTC (Federal Trade Commission) and then threaten them with that. ID thief, privacy, damaged product, etc.
GL!
For what it's worth
I work for an AASP (Apple Authorized Service Provider). While it is ****** that this happened to you I don't feel sorry for your loss of data. I have never worked for a CompUSA (which are also AASP's) but I would assume they clue you into Apple's policies concerning shipping your laptop in for repair. They should have explained that neither Apple nor CompUSA is responsible for your data. CompUSA should have offered to back up your data for you(normally for a fee) or told you to do it yourself before it gets shipped to Apple. There are a number of repair depots in the United States, I am only familiar with two. (Flextronics in Memphis TN which only works on iBooks and Macbooks and another depot in Houston that deals with Powerbooks and Macbook Pro's) Where I do feel sorry for you is that you are caught in the middle of a pretty unorganized system among Apple, AASP's and the repair depots. As an AASP we cannot even contact the service depot directly we have a special number we use to call Apple on any service related issues. There is a web based tool AASP's use called GSX that we use to input repairs, order parts and contact Apple to dispute billing issues. The people at the repair depots simply do not have the time or do not care to help any AASP should a problem with a customer arise. The AASP then has to deal with Apple on behalf of the customer to sort things out. The CompUSA you dealt with might not push through the volume required to make Apple jump. Thankfully the AASP I work for does. We will always step up on behalf of the customer in cases like this. It's sad that CompUSA is not doing more for you. Unfortunalty most of this does not help you and all I can say is good luck.
I work for an AASP (Apple Authorized Service Provider). While it is ****** that this happened to you I don't feel sorry for your loss of data. I have never worked for a CompUSA (which are also AASP's) but I would assume they clue you into Apple's policies concerning shipping your laptop in for repair. They should have explained that neither Apple nor CompUSA is responsible for your data. CompUSA should have offered to back up your data for you(normally for a fee) or told you to do it yourself before it gets shipped to Apple. There are a number of repair depots in the United States, I am only familiar with two. (Flextronics in Memphis TN which only works on iBooks and Macbooks and another depot in Houston that deals with Powerbooks and Macbook Pro's) Where I do feel sorry for you is that you are caught in the middle of a pretty unorganized system among Apple, AASP's and the repair depots. As an AASP we cannot even contact the service depot directly we have a special number we use to call Apple on any service related issues. There is a web based tool AASP's use called GSX that we use to input repairs, order parts and contact Apple to dispute billing issues. The people at the repair depots simply do not have the time or do not care to help any AASP should a problem with a customer arise. The AASP then has to deal with Apple on behalf of the customer to sort things out. The CompUSA you dealt with might not push through the volume required to make Apple jump. Thankfully the AASP I work for does. We will always step up on behalf of the customer in cases like this. It's sad that CompUSA is not doing more for you. Unfortunalty most of this does not help you and all I can say is good luck.
Based on what I've read, the OP thinks that the data was backed up. While it is true that customers should understand that they may lose their data during service, there's obviously an expectation that their data won't be sent out to some random person. Your only defense against this sort of thing would be to completely wipe the hard drive before you send it in, which can be problematic under certain conditions.
Exactly. I thought we were all supposed to be very concerned about identity theft now. Sending out someone's entire hard drive to another client is very much not what we should be expecting to happen. If Apple said it was going to wipe every HD it received to prevent data getting into the wrong hands, that would be better than just going "oops, sorry" after the event.
Sorry if this has already been posted in the thread, but what CompUSA did you take it to? I just got done working at the one on Fifth Ave. NY, NY for a year and after working there, I would never take anything to get repaired there. I remember right before I left the Mac tech scratched the hell out of the bottom of this lady's MacBook Pro and she freaked out. The Mac tech came flying up to the AppleShop (where I worked) asking to swap the casing out on the 15.4" MBP demo model. Unfortunately I had to point out to the tech that she had the original version of the MBP, not the updated one on demo which featured FW800. It is stated in the terms and conditions of the CompUSA repair that one should backup anything important before sending it in for even the simplest service. I also remember the same Mac tech dropping a brand new 17" MBP after installing Bootcamp and the screen cracked. I also almost had a $6000 return on my numbers after the Mac tech couldn't install Bootcamp in under two days. Moral of the story, never shop for anything other then basic accessories at CompUSA. Go online or to an Apple Store. Good luck with everything though, I know my manager wouldn't have given a crap if this happened at our store.
Progress....
I was just contacted by a nice lady from Apple who was very apologetic about all this, and will work with us to get this sorted out. She was very surprised about my conversation earlier today with the service person who said nothing could be done.
Apple has apparently also been in touch with the other party.
So... Time will tell.
I was just contacted by a nice lady from Apple who was very apologetic about all this, and will work with us to get this sorted out. She was very surprised about my conversation earlier today with the service person who said nothing could be done.
Apple has apparently also been in touch with the other party.
So... Time will tell.
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