Apple Support claim to be unaware of any problems with Monterey upgrade

[MontereyDestroyedMe]

Just another poor working from home person who's Mac has been 'bricked' - or whatever the correct definition is - by attempting to install Monterey. But the interesting thing is that after a call to Apple Support, Ireland, the told me that they had absolutely no knowledge of any problems caused by the Monterey OS and that I was the very first call that they'd had about this! Either Apple is very bad at keeping their Apple Support staff informed or someone is lying, I wonder? They even gave me the advice and a link that the only course of action open to me was to try to claim under UK Consumer Law. I had had a previous online chat during which I was advised that if I were to choose to send it back to Apple for repair I would be required to pay £430, just for it to be looked at! Ho hum

 

[chabig]

You just need to talk to a different person. It has been widely reported that this problem existed in early updaters and has been fixed. If you have a second Mac, it's an easy fix that you can do yourself.

"If your Mac has been affected by this bug, you may be able to recover its firmware using a USB-C or Thunderbolt cable, another Mac, and the Apple Configurator 2 app. Apple details the recovery process here—if you can get the “revive device” option to work, you shouldn’t lose any data on your Mac’s internal drive."

Revive or restore an Intel-based Mac using Apple Configurator 2

In rare circumstances, Apple computers may become unresponsive and the chip’s firmware must be revived.

support.apple.com

 

[MontereyDestroyedMe]

You just need to talk to a different person. It has been widely reported that this problem existed in early updaters and has been fixed. If you have a second Mac, it's an easy fix that you can do yourself.

Yes, I think you're right - but how many people might I need to talk to, and I might still not get a knowledgeable one, that's the difficulty. Between online Chat and phone support I've had 5 interactions since Friday - and none of them have resulted in a positive outcome. I have now got some advice from Forums but this involves a 2nd computer which has to run a more unto date OS than my old MacBook Pro 2009 Catalina 10.15.5. I live out in the sticks hours from an Apple Store, so I'm basically stuck until I can take a day off work to travel to a city where there is a store. Old faithful MacBook Pro 2009 Catalina 10.15.5 is taking the strain for the moment.

 

[MontereyDestroyedMe]

Have just had a callback from a Senior Advisor - only solution: make an appoitment take a day off work

 

[zarathu]

There are problems? Who knew?

 

[MontereyDestroyedMe]

Mistakenly posted - trying to operate on ancient old dinosaur of a machine! Senior Advisor advised to make an appointment at Apple Store Genius Bar (means a day off work and a day's journey - time/cost !) Apparently the Apple Support system does not allow an advisor to authorise a return/repair procedure without the customer paying upfront once the device is out of warranty - mine's late 2018. This is regardless of the fact that this whole issue is totally caused by Apple's Monterey upgrade. Maybe they need Microsoft to come in and re-wite their support progr

There are problems? Who knew?

?

 

[oatman13]

Mistakenly posted - trying to operate on ancient old dinosaur of a machine! Senior Advisor advised to make an appointment at Apple Store Genius Bar (means a day off work and a day's journey - time/cost !) Apparently the Apple Support system does not allow an advisor to authorise a return/repair procedure without the customer paying upfront once the device is out of warranty - mine's late 2018. This is regardless of the fact that this whole issue is totally caused by Apple's Monterey upgrade. Maybe they need Microsoft to come in and re-wite their support progr

?

If you have access to another Mac and a USB-C cable, you can fix this yourself.

Revive or restore an Intel-based Mac using Apple Configurator 2

In rare circumstances, Apple computers may become unresponsive and the chip’s firmware must be revived.

support.apple.com

 

[MontereyDestroyedMe]

If you have access to another Mac and a USB-C cable, you can fix this yourself.

Revive or restore an Intel-based Mac using Apple Configurator 2

In rare circumstances, Apple computers may become unresponsive and the chip’s firmware must be revived.

support.apple.com

Thanks for that advice, unfortunately can only access a MBP 2008 (although we have managed to get it running on Catalina 10.15.5,) but that's not up to date enough. Have had to bite the bullet and take a day off work and go to the closest Apple Store (over 100miles away) Fingers crossed they'll be able to sort it out.

 

[MontereyDestroyedMe]

All’s turned out well. The Apple Genius assistant was able to do a Revive procedure and then did the Monterey update. So I’ve got all my data back and an up to date operating system. Shouldn’t have happened but I’ve learnt a lesson - wait a few months before doing an update. Thanks for all the support and advice during a stressful time! I hope others have as positive an outcome