I recently had an issue I was working on with Apple support that resulted in me losing access to all of the Time Machine backups on my Time Capsule (long story and technical details not the point of this thread). I believe it was due to steps Apple support had me take, as I did nothing else with the computer during this period of troubleshooting.
Apple support conducted an investigation and while they acknowledge data loss, they cannot pinpoint it to an action that they are taking responsible for. Nonetheless, they are offering a 'good will gesture' for the trouble. The customer service advisor mentioned an external hard drive as an example (presumably because the issue involved a Time Capsule) but also said that she would be willing to 'work with me'.
I would appreciate this group's input on a couple of questions:
- Does anyone have any examples of good will gestures they've received, ideally in any remotely similar/proportional situations? I want to get a sense of what would be realistic for me to ask
- Does anyone know the usual/expected lifespan of a Time Capsule? I got my 2TB version a little over 4 years ago and it seems to work fine (the issue I described above was attributed more to permissions and other stuff that Apple support messed with). That said, if it's likely to fail soon I may very well just ask for a new TC.
Apple support conducted an investigation and while they acknowledge data loss, they cannot pinpoint it to an action that they are taking responsible for. Nonetheless, they are offering a 'good will gesture' for the trouble. The customer service advisor mentioned an external hard drive as an example (presumably because the issue involved a Time Capsule) but also said that she would be willing to 'work with me'.
I would appreciate this group's input on a couple of questions:
- Does anyone have any examples of good will gestures they've received, ideally in any remotely similar/proportional situations? I want to get a sense of what would be realistic for me to ask
- Does anyone know the usual/expected lifespan of a Time Capsule? I got my 2TB version a little over 4 years ago and it seems to work fine (the issue I described above was attributed more to permissions and other stuff that Apple support messed with). That said, if it's likely to fail soon I may very well just ask for a new TC.