I'd like to ask everyone if they have ever experienced the kind of problem I just had with Applecare. I brought in my 2017 Macbook Pro 13" to the Apple Store - Montgomery Mall in Bethesda, MD last week to fix the keyboard problem. They sent it out to replace the top case and returned it to me yesterday.
I started it up at home and discovered that it was booting into an eDrive installed from Techtool Pro 9, and not into the standard Macintosh HD partition that I had when I left the notebook with them. I use Techtool Pro 9, but had never installed the eDrive onto the machine. I tried to switch the startup to the main partition and the system reported that the drive was encrypted and I needed to enter a password, which I did not have, and had never created. Drive Utility reported that the entire main drive partition was uninitialized. After spending nearly 45 minutes on the phone with Applecare, the bottom line result was that they disavowed any knowledge or responsibility over the condition of the hard drive. There was total denial that anyone who worked for them could have done it. However, they also said that when returned to the store, technical personnel would have started it up and run diagnostics BEFORE returning it to me. How could have they have done that and not seen the eDrive startup that I had.
The only solution offered was to erase and reformat the entire disk, which I did, leaving me with hours of replacing the original programs installed, etc. I am so disatisfied and frustrated. I have always considered Apple and Applecare support the means to give me some peace of mind for everything major I purchase from them. I am so ready to send Tim Cook an email to explain what happended to me, and to let him know my feelings and thoughts on my experience.
If anyone has some thoughts on this, I would be very grateful. Thanks.
I started it up at home and discovered that it was booting into an eDrive installed from Techtool Pro 9, and not into the standard Macintosh HD partition that I had when I left the notebook with them. I use Techtool Pro 9, but had never installed the eDrive onto the machine. I tried to switch the startup to the main partition and the system reported that the drive was encrypted and I needed to enter a password, which I did not have, and had never created. Drive Utility reported that the entire main drive partition was uninitialized. After spending nearly 45 minutes on the phone with Applecare, the bottom line result was that they disavowed any knowledge or responsibility over the condition of the hard drive. There was total denial that anyone who worked for them could have done it. However, they also said that when returned to the store, technical personnel would have started it up and run diagnostics BEFORE returning it to me. How could have they have done that and not seen the eDrive startup that I had.
The only solution offered was to erase and reformat the entire disk, which I did, leaving me with hours of replacing the original programs installed, etc. I am so disatisfied and frustrated. I have always considered Apple and Applecare support the means to give me some peace of mind for everything major I purchase from them. I am so ready to send Tim Cook an email to explain what happended to me, and to let him know my feelings and thoughts on my experience.
If anyone has some thoughts on this, I would be very grateful. Thanks.
