So I THOUGHT I got great service...

[Timur]

Just to mention it, it's easy to prove that the system was cloned, because all cloning software *sorts* files during the process. Disk Utility sorts by name for example. The only time when this does not happen is when both the partition/drive to be clones and the drive to clone to are not in use during the cloning process (it's block level copying then).

So when you look at the disk structure with a certain defrag tool (the trial runs endlessly for diagnosis) you can see that everything is lined up neatly and compressed to the beginning of the drive and totally sorted.

If they used CCC or SD to clone the drive then certain files have not been copied during the clone process but were recreated after the first restart, which means that they are *dated* at exactly the time when the Genius or whoever started the machine after swapping the drive.

Unfortunately Genius tend to boot from external Firewire drives (or may use the installation DVD for starting Disk Utility), so it's well possible that the drive was cloned in Block mode.

Concerning Apple's rather overambitious call for stopping this thread: After two years of more or less useless trying to get their engineers attention on some epidemic failure issues I'd wish they tell me to stop my threads in return for getting real service!

Way to go Apple...

 

[snberk103]

It's fairly obvious that there will be complete denial on the Apple side. They wont be able to prove that someone took your drive. I'm sure that there is a record of who repaired your machine. So that individual could be questioned by the store manager. But how do you prove that the SSD was in your machine when you dropped it off? And prove that they cloned your drive? ...

There's a difference between Civil and Criminal court outcomes. In a criminal case (i.e. the police have laid charges against an employee) then the prosecution needs to prove beyond any reasonable doubt that the employee did something criminal. In this case it appears ('cause we don't have all the facts) you probably correct that the charges wouldn't stick - unless there was proof that the SSD was in the machine when it arrived at the Apple Store. It's possible that the victim was simply scamming the store, and that could introduce doubt.

However, in a civil case (small claims court, for example) the case is decided on the balance of probability. It would help if OP still had the stock HDD ( ) - but being able to show any documentation that the SDD was in the machine, especially if it relatively recently, could be enough to tilt the "balance" in favour of the OP if the tech could offer no documentation showing otherwise. In that case it would be someone's word against written documentation - which may be enough for a civil court to decide for the OP.

Things would be different if the tech could produce a log of entries of systems checked in, and in that log was the entry for the OP's system showing no SSD installed. Now it written documentation vs written documentation.

Luckily it doesn't seem that the OP needs to pursue that route.

 

[Mr. Chewbacca]

I work for a huge bank and Apple's customer service and brand image is often used as an example of what to strive for. I am not surprised they would be reading some of the top Mac sites to identify customer wants and to find reaccuring issues people may have. If anything I am happy to know they care.

To the OP, kudos to you for identifing your problem but no going so far as to call out the specific store and for keeping your word with Apple and not posting further on this thread.

Giving the store manager the benefit of the doubt and say he just had to much faith in his people to think they could have made an error... Oops!! Hopefully that will be a lesson learned.

I have to admit I am cuerous to know if they found your lost drive or installed a replacement but o-well

 

[snberk103]

...
To the OP, kudos to you for identifing your problem but no going so far as to call out the specific store and for keeping your word with Apple and not posting further on this thread.
...
I have to admit I am cuerous to know if they found your lost drive or installed a replacement but o-well

Well, he/she could register to MR under an assumed name, and start a post with "I have a friend who ..."
I'm curious to know too, and really - without the OP here there isn't much point to posting, is there (I say about to hit the "submit" button)...

Giving the store manager the benefit of the doubt and say he just had to much faith in his people to think they could have made an error... Oops!! Hopefully that will be a lesson learned.
...

I still think there is going to be a memo from head office, and perhaps a request to re-take the training session "How not to call your customer a liar - especially when they may be right." But I agree, hopefully this is a learning opportunity, and not career ending move (cem).

 

[JamesMB]

I have to admit I am cuerous to know if they found your lost drive or installed a replacement but o-well

I bet he got more than a 240gb SSD. It wouldn't surprise me if he was using a brand new fully loaded MBP with a 500gb SSD in it. It is pretty evident that once he started making calls to the right people, that they nipped it in the bud as quick as they could. It would seem that it would be kinda difficult to get someone to delete a post by just saying that "We are gonna return your SSD, sorry for the inconvenience".

 

[Mr. Chewbacca]

I bet he got an upgraded hd, as for a new computer??? I kinda doubt they gave him a new computer. It's not like the manager kicked him in the balls

It will be an awkward moment when he drives back to the store if the gm that told him to stop calling is there almost feel bad for the manager... Ok I'm over it

 

[JamesMB]

it will be an awkward moment when he drives back to the store if the gm that told him to stop calling is there Almost feel bad for the manager... Ok i'm over it

lol...

 

[Queen of Spades]

Uhm, yeah, it wasn't his "fault" for keeping his hard drive in his computer and expecting it to not be robbed by Apple. I'm really surprised so many (and even the OP himself) see any kind of justification for what happened because he left his SSD in. You should be able to drop your laptop off with a TB SSD and 64GB of RAM and expect it back with the same components, come on now.

And everyone piping in with "I can't believe someone would leave their SSD drive in" - talk about d0uche behavior. If only everyone were as perfect and (paranoid) prepared as you all. A medal and a cookie to you all.

Glad to hear Apple is taking care of it, OP, but that is a worrying oversight on their part.

 

[chrmjenkins]

So, I wonder if the tech has been fired yet?

 

[RaceTripper]

And everyone piping in with "I can't believe someone would leave their SSD drive in" - talk about d0uche behavior. If only everyone were as perfect and (paranoid) prepared as you all. A medal and a cookie to you all.

d0uche behavior? Get real! It's being smart about it and avoiding unnecessary problems. It takes me all of 10 mins. to pull my SSD and RAM and replace the OEM parts. How much time do you think the OP spent dealing with this headache. I wouldn't be surprised if he never drops off his computer again with an expensive aftermarket SSD inside.

 

[JamesMB]

So, I wonder if the tech has been fired yet?

I'm wondering if the tech was the manager..

 

[chrmjenkins]

I'm wondering if the tech was the manager..

Yeah, it was very unprofessional for the manager to act like that. I'm interested to hear the outcome.

 

[Queen of Spades]

d0uche behavior? Get real! It's being smart about it and avoiding unnecessary problems. It takes me all of 10 mins. to pull my SSD and RAM and replace the OEM parts. How much time do you think the OP spent dealing with this headache. I wouldn't be surprised if he never drops off his computer again with an expensive aftermarket SSD inside.

Yes, it's d0uchey to preach after the fact in a way that makes them seem like a stupid child for not doing what you would have definitely done, by acting all surprised and/or shocked that it didn't occur to them. How is that even a little bit helpful?

 

[torbjoern]

Uhm, yeah, it wasn't his "fault" for keeping his hard drive in his computer and expecting it to not be robbed by Apple. I'm really surprised so many (and even the OP himself) see any kind of justification for what happened because he left his SSD in. You should be able to drop your laptop off with a TB SSD and 64GB of RAM and expect it back with the same components, come on now.

And everyone piping in with "I can't believe someone would leave their SSD drive in" - talk about d0uche behavior. If only everyone were as perfect and (paranoid) prepared as you all. A medal and a cookie to you all.

Glad to hear Apple is taking care of it, OP, but that is a worrying oversight on their part.

I'm paranoid, have always been and will always be. I would certainly have replaced an expensive disk with a cheaper one before handing in my computer to anyone. But not because of the value of the disk - the real reason is that I don't anyone to keep my data. As you have seen here, techies even steal disks when it's obvious that this will be discovered sooner or later. If they just copy off my data, the risk of getting caught is even less. Therefore the latter is far more likely, especially when my data is worth more than the disk itself.

 

[RaceTripper]

Yes, it's d0uchey to preach after the fact in a way that makes them seem like a stupid child for not doing what you would have definitely done, by acting all surprised and/or shocked that it didn't occur to them. How is that even a little bit helpful?

It's not being preachy. It's just good advice to put out there for those reading the thread, so people realize there is a sensible way to avoid problems.

Add to that the point -- well made -- of not giving them a computer with your data on it. In my case I'm legally obligated to that.

No one is forcing you to take the advice.

 

[Mr. Chewbacca]

Taking it a little personal are we?

I would want to give the unit to the tech as I use it not with all of the parts I actually use taken out.

Good idea to have them listed on the work order before you leave but I would think Apple could be trusted to at least try to do the right thing.

 

[Mr. Chewbacca]

Btw Apple, if your reading this:

you want to release the new MBP now.... You want to release the new MBP now.... You're getting verrrry sleepy.... Hummmmm.

 

[pricej636]

Taking it a little personal are we?

I would want to give the unit to the tech as I use it not with all of the parts I actually use taken out.

Good idea to have them listed on the work order before you leave but I would think Apple could be trusted to at least try to do the right thing.

LOL, you guys are funny.

I didn't remove the drive because its APPLE. Didn't think for a second that I would have this issue. And to be perfectly honest I do not know what happened. I don't know if it was stolen, if there was a mistake. I can only speculate as can the rest of you. We all know what it looks like, but there are probably only a couple people that know the truth.

No, I didn't get a new computer, although I can't say I didn't try . They gave me a couple options for compensation, but basically they were offering me the replacement cost of my SSD. I opted for an iPad, or store credit so I could purchase an iPad anyway... I was going to buy one anyway so it worked out. They gave me a free case for the iPad and Applecare at no cost to me. I will replace the drive at some point.

I am satisfied on how it worked out. They put a new display and top case on my machine so hopefully I won't have to go back for a while. I will be going to a different apple store next time, obviously.

Oh, and I did have to send the drive that got swapped into my machine, I would assume for evidence.

 

[DemonBob]

LOL, you guys are funny.

I didn't remove the drive because its APPLE. Didn't think for a second that I would have this issue. And to be perfectly honest I do not know what happened. I don't know if it was stolen, if there was a mistake. I can only speculate as can the rest of you. We all know what it looks like, but there are probably only a couple people that know the truth.

No, I didn't get a new computer, although I can't say I didn't try . They gave me a couple options for compensation, but basically they were offering me the replacement cost of my SSD. I opted for an iPad, or store credit so I could purchase an iPad anyway... I was going to buy one anyway so it worked out. They gave me a free case for the iPad and Applecare at no cost to me. I will replace the drive at some point.

I am satisfied on how it worked out. They put a new display and top case on my machine so hopefully I won't have to go back for a while. I will be going to a different apple store next time, obviously.

Nice outcome... which size ipad?

 

[brentsg]

Honestly, they should have done more than that.

 

[Queen of Spades]

Honestly, they should have done more than that.

I agree - all they did was essentially give him back the cost of his SSD and throw in a case and Apple Care (assuming it was a 16GB iPad), which costs them basically nothing. That after calling you a liar and causing you hours of stress and annoyance? Kind of weak.

 

[torbjoern]

Really kind of them. Which reminds me that I have a flight to book, destination Stockholm.

 

[INEEDANOTEBOOK]

Another quick and last update.
I've been asked to stop this thread and have it deleted if possible.

And why not closing down the entire macforum site, when we are at it? This guy must be a fan of Chinese-style web censorship.

 

[snberk103]

And why not closing down the entire macforum site, when we are at it? This guy must be a fan of Chinese-style web censorship.

I think you may be jumping to a conclusion there... they didn't say they wanted to close the thread. In fact they've updated us a little bit. They were merely reporting what Apple said.

 

[Apple 26.2]

I've been asked to stop this thread and have it deleted if possible. Apple was aware of the thread without me saying anything about it at all about it.

Why would they want that? This is a perfect opportunity that can be used as a "teachable moment," both in terms of the person responsible and for its customers (see what we do for our customers... we love them!).