Apple ships MacBook back to customer - but with someone else's hard drive fitted

Summary:Apple mixes up hard drives in MacBooks sent in for repair - but won't do anything to remedy the situation.

Here's an interesting thread over on the MacRumors forum

Let me summarize it for you.  Guy has a problem with his MacBook and, since it's covered by AppleCare, he takes it to CompUSA (an authorized service center) for repair.  CompUSA passes the MacBook on to Apple repair.  When the guy gets the MacBook back he finds that the hard drive is smaller than the one that was in his MacBook (originally his MacBook had an 80GB hard drive but now it contains a 60GB drive), and worse still he finds that the hard drive contains data belonging to someone else. 

But the story doesn't end there.  Later on he gets a call from the persons who has his hard drive, and she's eager to have her data back too.  While talking, they also discover that Apple swapped the cases on the MacBooks too. 

Now mistakes happen, but this is a pretty serious series of mistakes, and what's worse is that Apple's not interested in helping the two customers be reunited with their hard drives.  While Apple shouldn't be responsible for user's data, the idea that they swap drives with other PCs in for repair and send data to other people is unacceptable.  What's worse is that CompUSA and Apple really don't seem to care about the mistake and just expect the affected parties to delete the data and get on with their lives.  While mistakes are inevitable, what really counts is how a company deals with the mistake and how far they are willing to go to put things right.  The fact that Apple doesn't seem to think that there's anything wrong with sending users one another's data.  That tells me that rot has started to set in at Apple's tech support departments.  I've seen this kind of rot before ...

Apple really needs to take a history lesson and look at how stories of shoddy support combined with a don't care attitude harmed Dell. 

Anyone else had any similar issues?

Topics: Apple

About

Adrian Kingsley-Hughes is an internationally published technology author who has devoted over a decade to helping users get the most from technology -- whether that be by learning to program, building a PC from a pile of parts, or helping them get the most from their new MP3 player or digital camera.Adrian has authored/co-authored technic... Full Bio

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