Resolved How to reinstall iLife on an open-box Mac w/ Lion.

[marc11]

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Yet another email. So now I've talked to Liz, Benjamin, and Sandra from the App Store. Multiple people from Apple Care, and the Apple 2 specialists from my local best buy. Here is the latest email, with my response this time.

Are you? You contacted iTunes support for help with your computer and with software on the App store. The rep clearly and honestly said it was out of his area of expertise and offered you a very sound suggestion to follow...

Actually, you're wrong, and I'm not.

I did not contact iTunes first of all. Second, she said this is a TECHNICAL issue, not app store related.

Why don't you read the credentials of the rep in the first attachment.

Try not to be an ****** when people are trying to help huh? And if you took the time you would have noticed that I edited my post after I tetras your post.

 

[iBreatheApple]

Try not to be an ****** when people are trying to help huh? And if you took the time you would have noticed that I edited my post after I tetras your post.

I didn't respond to your edited post. I responded to your initial one which was kind of "******ish" itself. Second, my wording is out of order. It should have read "I'm not (as in not trying to be funny) and (also) you're wrong. Not "you're wrong and I'm not." Lastly, you weren't trying to help, or at least it didn't seem that way when you were trying to badger me for something you didn't even bother checking up on.

 

[DewGuy1999]

A clean install worked, but majority of users don't have the help of MacRumors or even the knowledge that we do about electronics so I fear this will become a huge problem for open-box purchases. Thanks for the help everyone!


EDIT: IT DIDN'T WORK!

I've read this entire thread and know that you've tried contacting various sources to resolve this issue, but, my suggestion is to call AppleCare and ask for Customer Relations, when you get Customer Relations put the ball into their court and let them deal with it.

 

[Lokheed]

The only thing that should be linked with the computer is Lion - the apps are individually purchased. So, unless you bought them using your Apple ID, you shouldn't be able to download them.

If Best Buy sold them to you included with the purchase then you need to contact BB for the "disks" because they just ripped you off and sold you illegal copies of apps.

When you purchase a new Mac that ships with Lion, it comes ready with iLife installed. When you first register your new machine with your Apple ID, and then subsequently log into the App Store, it will ask you to confirm the transfer of the three iLife apps to your account. Once you accept, it will be as if you bought them, and they will be linked to your Apple ID. So future versions can be downloaded through the MAS.

What happened was the person before you, registered that Mac and the iLife apps to their Apple ID. Call Apple can tell the what happened. Honestly though, it would be better to schedule an appointment with a Genius at an Apple Store. Bring in your Air and see if they fix the registration.

These types of cases won't be that much of an issue, but really does highlight that Apple really needs to step up and allow for some kind of migration or transfer of app purchases through various Apple IDs. Currently, they do not allow any sort of migration. You also cannot merge accounts. If they want to keep pushing server-side purchases and remote deployment, they are going to have to devise a way users can do more with their Apple IDs.

 

[iBreatheApple]

When you purchase a new Mac that ships with Lion, it comes ready with iLife installed. When you first register your new machine with your Apple ID, and then subsequently log into the App Store, it will ask you to confirm the transfer of the three iLife apps to your account. Once you accept, it will be as if you bought them, and they will be linked to your Apple ID. So future versions can be downloaded through the MAS.

What happened was the person before you, registered that Mac and the iLife apps to their Apple ID. Call Apple can tell the what happened. Honestly though, it would be better to schedule an appointment with a Genius at an Apple Store. Bring in your Air and see if they fix the registration.

These types of cases won't be that much of an issue, but really does highlight that Apple really needs to step up and allow for some kind of migration or transfer of app purchases through various Apple IDs. Currently, they do not allow any sort of migration. You also cannot merge accounts. If they want to keep pushing server-side purchases and remote deployment, they are going to have to devise a way users can do more with their Apple IDs.

Thank you for the detailed response. Unfortunately, my nearest Apple Store is 3 hours away so that really isn't an option. I don't understand why thy can't just credit me for those 3 apps. This is so frustrating.

 

[harcosparky]

I would have returned it to Best Buy for a full refund if it were me.
But that's how I am.

 

[i4k20c]

I would have returned it to Best Buy for a full refund if it were me.
But that's how I am.

this. if i'm not mistaken, BB and Staples are the only two B&M stores that offer no restocking fee on laptops and thus you can return this for a full refund within 7 days. Might want to keep trying, but if nothing works (ha, ha) i'd go back and just get a refund...

 

[iBreatheApple]

I would have returned it to Best Buy for a full refund if it were me.
But that's how I am.

Why should Best Buy pay me additional money? They already lost 10% in the sale to me. It's not their fault.

 

[Lokheed]

Thank you for the detailed response. Unfortunately, my nearest Apple Store is 3 hours away so that really isn't an option. I don't understand why thy can't just credit me for those 3 apps. This is so frustrating.

I know that they actually don't offer phone support for iTunes or the MAS. Or even your Apple ID. Sadly, you'll have to email them directly to get answers. I've had similar problems and while they were nice, there really wasn't much they could do about it.

On a side note, did you register the machine to your account? Try that first. I'd you have, then email them (I'm sorry, I don't have the form handy, but if you google "iTunes refunds" you should find it) asking for the addition of the iLife suite to your account. If you still can't get the matter resolved, I'm afraid your best bet is to bring it in. Even if they have to give you an entirely different Air, they have to make it right. You paid for the machine and are entitled to the iLife suite, just like everyone else.

The rest is obviously an issue Apple is going to have to work out with BB and their system.

 

[dfine1966]

I have read the entire thread and this is what I have learned.

1. You bought an open box MacBook Air 11inch that was most likely returned by someone, or was used as a demo.

2. You have contacted both Apple(Regular Rep and App store rep) and Best Buy Representative(their Apple Rep).
3. You explained the problem to all the parties and each said it was not there problem.


O.K. First thing I would do would be to go back to Best Buy, where you bought it, and talk to the Manager right away. Ask how it was reinstalled and how they installed iLife. Whose account was it attached to. What I mean, is if someone purchased the computer, and on startup registered their ID to the MacBook Air, everything would be attached to it. If Best Buy just used the restore program you would only have Lion installed and they would have to download iLife with an account, unless they have iLife on a USB drive or disk. I would find out exactly how it was reinstalled and how they put in iLife. It sounds like Lion was put in correctly, but iLife is either attached to the last person who returned it or Best Buy themselves. Once you find out how it was installed, ask the Manager politely if there is way for them to reinstall iLife, using your ID. I would also ask, if that is not possible, could they give you the DVD version, which they still have, of iLife 11. If the Manager says this is an Apple problem, if you have a cell phone, ask the Manager if he or she would be willing to talk to Apple and explain the situation. Then you would dial Apple, and maybe you could get it straighten out.

I my opinion, this doesn't seem to be an Apple problem, it does seems more like Best Buy didn't do it correctly when it comes to iLife 11.

My final advice is to always stay calm, and never get angry or yell. I have dealt with Best Buy and Apple many of times, and if you are nice, you get a lot more from both of them.

Good luck.

 

[iBreatheApple]

O.K. First thing I would do would be to go back to Best Buy, where you bought it, and talk to the Manager right away. Ask how it was reinstalled and how they installed iLife. Whose account was it attached to. What I mean, is if someone purchased the computer, and on startup registered their ID to the MacBook Air, everything would be attached to it. If Best Buy just used the restore program you would only have Lion installed and they would have to download iLife with an account, unless they have iLife on a USB drive or disk. I would find out exactly how it was reinstalled and how they put in iLife. It sounds like Lion was put in correctly, but iLife is either attached to the last person who returned it or Best Buy themselves. Once you find out how it was installed, ask the Manager politely if there is way for them to reinstall iLife, using your ID. I would also ask, if that is not possible, could they give you the DVD version, which they still have, of iLife 11. If the Manager says this is an Apple problem, if you have a cell phone, ask the Manager if he or she would be willing to talk to Apple and explain the situation. Then you would dial Apple, and maybe you could get it straighten out.

Good luck.

The thing is, even after all that I decided to do a clean install. I erased my HD and reinstalled lion, still this is what I get. It just feel like I'm stuck in a loop hole because NO ONE can give me an answer and refers me to one of the other parties.

 

[aziatiklover]

The thing is, even after all that I decided to do a clean install. I erased my HD and reinstalled lion, still this is what I get. It just feel like I'm stuck in a loop hole because NO ONE can give me an answer and refers me to one of the other parties.

So how much money and time have you saved buying a refurbished MBA? I would have returned it if this thing was wasting my precious time and buy a brand new one! To your issue it seems like no one can't really help you with a correct solution cuz you are prolly the first one out there!

 

[dfine1966]

The thing is, even after all that I decided to do a clean install. I erased my HD and reinstalled lion, still this is what I get. It just feel like I'm stuck in a loop hole because NO ONE can give me an answer and refers me to one of the other parties.

I understand you did a clean install with Lion. The problem is that iLife 11 is not attached to you Apple ID. It is attached to either the person that originally bought the MacBook Air or Best Buys own account. It doesn't matter how many times you reinstall Lion, it has nothing to do now with the iLife attachment. That is why I suggested that you go talk to the Manager of the Best Buy, not Geek Squad or the Apple guy there at Best Buy. Bring in the laptop and show the problem to him or her directly. Tell him that it was explained that iLife is attached to another account, and there is no way they can change that, except for you to purchase the 3 separate apps yourself. If you had bought it at Apple, they might have been able to do something, like credit your account, which they still might do, if you call and tell them your problem, and let them know that you are going to buy it, and if it is possible could they credit the difference for you.

In my opinion, this is still a Best Buy problem selling an open box for a product that application are now just downloadable only.

Worst case scenario, is that you have to pay out of your own pocket, about $35 U.S.

You have to think if the aggravation is worth it. You did get a great savings on an almost new product. I just bought my daughter a brand new MacBook Air 13 for school, and she loves it.

Hopefully everything works out for you, and hopefully you enjoy your new laptop after this is over.

 

[LIVEFRMNYC]

You need to try the App store on another Mac. I doubt it has anything to do with Bestbuy. The App store apps are not tied to any machine.(At least that's my experience).

Have you changed login ID? Messed with iCloud? Are you Dual booting two separate OSX?

And again, are you absolutely sure you did a CLEAN install? Without any TimeMachine backups?

 

[harcosparky]

Why should Best Buy pay me additional money? They already lost 10% in the sale to me. It's not their fault.

When I said a " full refund " I meant that you should get 100% of what YOU PAID back. What else could " full refund " mean?

I believe you said it was an " Open Box " item, in that case BB discounts the item to sell to you and at the same time there is NO " restocking fee " on Open Box items.

The moment an issue pops up, the item gets returned.

It's that simple.

 

[iBreatheApple]

So how much money and time have you saved buying a refurbished MBA? I would have returned it if this thing was wasting my precious time and buy a brand new one! To your issue it seems like no one can't really help you with a correct solution cuz you are prolly the first one out there!

It's not refurbished. It was bought (by a store employee actually) and brought back the next day. They said he did it for a loaner (they told me this when I expressed concern over it not being in PERFECT condition and they even let me look at it thoroughly). Open-box and refurbished are completely different. It was $1100 even and normally it would have been $1288.25. So I saved almost $200 on a machine that was opened brand new the day before. But it doesn't matter even if I did decide to buy it refurbished, I am entitled to iLife either way and there should be a better system to this.

PS: The reason I know they are not lying about it being an employee is because I watched them restore it in front of me and he had to call the guy to get the password for the computer (he also did that in front of me.)

When I said a " full refund " I meant that you should get 100% of what YOU PAID back. What else could " full refund " mean?

I don't know. Sorry about that. Today has just kind been all around LAME dealing with this, getting tossed back and forth over and over, etc.

 

[DewGuy1999]

I think the problem here is that the MBA is still registered to the previous owner and by association to his MAS ID. Customer Relations is probably the best way to deal with this.

 

[LIVEFRMNYC]

PS: The reason I know they are not lying about it being an employee is because I watched them restore it in front of me and he had to call the guy to get the password for the computer (he also did that in front of me.)

They were probably prompted to enter the Apple ID from clean install via Recovery Disk Assistant.

I would download a Lion.dmg from a torrent, erase current & create new partition, then reinstall Lion on it. Don't add any Apple ID or email until install is done.

 

[iBreatheApple]

They were probably prompted to enter the Apple ID from clean install via Recovery Disk Assistant.

I would download a Lion.dmg from a torrent, erase current & create new partition, then reinstall Lion on it. Don't add any Apple ID or email until install is done.

What! That makes no sense! I opened disk utility while restoring Lion at the recovery screen and ERASED the SDD. I then installed a fresh copy of Lion on the freshly formatted drive.

 

[Lokheed]

They were probably prompted to enter the Apple ID from clean install via Recovery Disk Assistant.

I would download a Lion.dmg from a torrent, erase current & create new partition, then reinstall Lion on it. Don't add any Apple ID or email until install is done.

FYI: You can't use the InstallESD.dmg to install Lion on new MacBook Air's or new Mac Minis. Not enough of these guys for this post —>

 

[LIVEFRMNYC]

What! That makes no sense! I opened disk utility while restoring Lion at the recovery screen and ERASED the SDD. I then installed a fresh copy of Lion on the freshly formatted drive.

Are you sure you didn't type in your Apple ID before install was complete or it didn't carry over any Apple ID. I'm asking cause I've been through a similar situation with the app store and a clean install fixed it.

FYI: You can't use the InstallESD.dmg to install Lion on new MacBook Air's or new Mac Minis. Not enough of these guys for this post —>

That's BS. I had no problem installing Lion on my sister's 2011 air from a USB stick. So what the hell are you talking about?

 

[Lokheed]

That's BS. I had no problem installing Lion on my sister's 2011 air from a USB stick. So what the hell are you talking about?

This buddy.

You read where he says: "2011 Macbook Airs have a special build of Lion so if you had captured the InstallESD.dmg from another mac when downloading Lion through the app store, it won't work on a 2011 Air."

Same thing for the new Minis.

So I guess the real question is, what are you talking about?

 

[iBreatheApple]

I've read this entire thread and know that you've tried contacting various sources to resolve this issue, but, my suggestion is to call AppleCare and ask for Customer Relations, when you get Customer Relations put the ball into their court and let them deal with it.

After spending an hour on the phone with senior customer relations rep, he took my information and said he'd have to call me back and that it could take a couple days because they have no idea what the deal is.

 

[DewGuy1999]

After spending an hour on the phone with senior customer relations rep, he took my information and said he'd have to call me back and that it could take a couple days because they have no idea what the deal is.

Still think it has to do with the previous registration on it and if they can transfer the registration to you all will be well. Hopefully they can figure out a way to take care of this because with the number of returns that occur this is bound to come up again and again. Good Luck.

 

[LIVEFRMNYC]

This buddy.

You read where he says: "2011 Macbook Airs have a special build of Lion so if you had captured the InstallESD.dmg from another mac when downloading Lion through the app store, it won't work on a 2011 Air."

Same thing for the new Minis.

So I guess the real question is, what are you talking about?

I'm talking about experience, not something I read.

The same exact Lion that I'm using on my MBP 08 is the same that I loaded on to her 2011 Air. Using Disk Utility to restore onto the USB.

Maybe the 2011 air does have a special build, but the regular build surely works on the 2011 air.