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

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.

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TOPICS: Apple
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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?

Topic: Apple

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31 comments
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  • Apple should care

    Regardless of what disclaimers there are, sending people's data to third parties can open up a legal can of worms.

    This time it looks like there is no harm, but Apple really should look into their policies and procedures to make sure this type of thing doesn't happen.
    toadlife
    • Mistakes happen everyday

      Why is this news?
      YinToYourYang-22527499
      • So you keep saying

        ...
        Adrian Kingsley-Hughes
        • Like zd blogs?

          PR passed off as real tech info or news?

          If real... or unlike any other
          Customer ~ Corporation issue (notice I did not say Consumer)

          Being in the Biz, sometimes Parts get recycled~ or sold downstream (even internationally)

          While this may shows an incidence of a specific problem. Do not think it is confined just to Apple. or Even CompUSA or even their Contracted Authorized service provider.
          (which may or may not be Apple Care or some other Authorized third party)

          Unfortunately probably just business people, just trying to make or save a buck.

          (guess that explains ZDnet as well)

          No Excuse really
          LazLong
  • Why is this news?

    Mistakes happen everyday.
    YinToYourYang-22527499
    • It's Blog News

      A story this serious merits a short note in a blog, don't you think? At least it wasn't on the front page of the NYT.
      p0figster
      • Then what about this one?

        http://hipfox.com/angry-apple-fan-throws-a-tantrumand-a-dell-pc/

        It's much more interesting, don't you think?
        YinToYourYang-22527499
        • This does nothing but show

          that Mac users are mentally unstable and cultist like. That's not a good thing. <br><br>
          Interestingly, this is printed in the story:<br>
          <i>In a debate that has been raging online since the early era of computers, the Mac vs PC debate</i><br><br>
          This debate was settled when the DoJ via Judge Jackson's findings declared Microsoft w/o a viable alternative. OUCH. Mac fans must have thought this as bittersweet. Their longtime rival may have to hand them marketshare(like PARC, BSD and NEXTSTEP handed them an OS to market) but at the same time they had to accept the realization that Apple had no viable alternative to Windows. I will give any Mac zealot the benefit of the doubt if they were to agree the anti-trust case was bogus, otherwise they can't have it both ways on this one.
          xuniL_z
  • Planted Post?

    "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"

    Wait a sec.....

    How do you know if the facts in the case are true and it isn't a pro Microsoft PC
    guy who planted that post? were you in touch with Apple to get their side of the
    story? the poster is anonymous I could do the same thing and write anonymously
    Dell or HP shipped me a squirrel in the their beige box and cause excitement.
    Kobashrer
    • Excuse me!

      Do you guys ever call MS to get their response. NO. You just spread your hate-filled FUD. So now you know how it feels to just have info blurted out without an official response from the company being complained against.
      andrej770
      • Ah, but with a 90% market share, they can take it.

        Don't think the larger company should take more critism than the small niche player?
        Or are you a totalitarian?
        YinToYourYang-22527499
        • again, hard to believe

          you are this blind. ZDNet has been on a crusade to dig up everything and anything against MS and esp. vista. The tech press in general is anti-MS. read much? When zdnet starts with Vista headlines that read like "More Problems with Vista" and the story is about how some guy from Ohio doesn't like Vista cause XP is just fine....i think the bias is clear.
          xuniL_z
  • Stop the presses!....

    Hey everyone! Listen! Apple made a mistake!!!

    No seriously, Yes every company does this. Apple is no exception. I would care
    to remind everyone of something though. Apple has consistently scored at the
    top or near the top in customer satisfaction with tech support on consumer
    reports. Why should you trust that? Consumer Reports actually tests things and
    get's real opinions.

    Another huge plus is that you don't (to my knowledge, as I have never ever had to
    call Apple support) get India when you call. Just based on what i've read in the
    past.

    I think you will see more and more customer disatisfaction with DELL, HP, Etc...
    With the business getting so competitive you will see cheaper and cheaper parts
    being put into the home PC market. I've had a lot of experience troubleshooting
    these $400 dollar PC's. Everyone seems to feel they are a great deal, and maybe
    for some they are, until they have problems that is.

    A core strength of Apple is quality of software and hardware. Now that they have
    switched to Intel if you compare Apples to Apples (heh) you will see they are very
    competitive and in some cases much cheaper.

    Anyway, kudo's to Adrian for making sure we all know when companies make
    mistakes. You will tell us about the mistakes of HP, DELL, Micron, Microsoft etc...
    right? We will be looking forward to reading your articles on their mistakes, so we
    can compare each companies mistakes.

    Surley you won't let us down and not report them? And on a continual basis too.
    We don't want to miss out on anything, and you don't want to let a story about
    corporate mistakes fall through the cracks right?

    Again, thanks for the dilligence, and we look forward to your expose` about the
    PC manufactures next!

    Good day. :-)
    IAHawkeye
    • It's no wonder you missed the point

      You are a classic Mac Zealot and even managed to get a stab in at Microsoft in a story that had nothing to do with Microsoft.
      The issue was Apple's response in that they were not willing to help the users. I guess the 80GB drive owner just has to "get on" with the 20GB less and not care. <br><br>
      Your comment on "not letting a mistake fall through the cracks" is equally absurd. <br>
      Troll on zealot....troll on.
      xuniL_z
  • Cancel or Allow?

    "Do you guys ever call MS to get their response. NO. You just spread your hate-
    filled FUD. So now you know how it feels to just have info blurted out without an
    official response from the company being complained against"


    Your sugar level is rising and you are angry time to do the monkey boy dance
    cancel or allow?
    Kobashrer
  • it is a true story

    1 of the comps. is mine and I did not back it up...I was only getting a new battery and having them check the screen
    zozogo
  • Same issue for me, only different companies

    This happened to me with a Toshiba and CompuSmart, except the nearest repair depot was 250 km away. I took the machine in, explained the situation, and handed them a list of the symptoms I had been experiencing (for three different issues) as well as my nbd warranty statement. Seven weeks later I went back in and all they had done was turn the machine on with a boot CD in the drive, which proved that one of the syptoms was intermittent. They didn't go near the other two. Fortunately, it was all covered under warranty.
    ctmagnus
  • Jokes on you.

    Ha! It's a joke. He made the whole thing up. So much for journalism. Did you do
    anything to verify the validity of the claim? I doubt it. He read it on the MacRumors
    site. Now that's a reliable source if I've ever seen one. Never mind it was an
    anonymous post. Give me a break.
    applenewbie
    • Now who's making stuff up ...

      ...
      Adrian Kingsley-Hughes
      • Not a response

        I note you did not respond to the actual point of the parent; did you verify this story,
        or did it just look so juicy and fit your template so well that you ran with it.

        Let me guess: Fake but accurate, right?

        Will you now pull an Ou and claim secret knowledge that only you have and will soon
        reveal to shut up all the critics? (I think we're close to 8 months now on the famous
        wi-fi flaw that Ou was going to expose to the world.)
        frgough