I'm seeking some guidance after a really frustrating experience with Apple's customer service. I was dealing with a bug where Apple Maps was consuming almost 18 GB of my storage, so I reached out to support for help. The advisor I spoke to told me to put my phone into recovery mode, and despite asking whether I needed to back up my data first, they reassured me that it was completely safe, and I wouldn't lose anything. Well, now my iPhone is stuck in recovery mode, and after multiple attempts to troubleshoot, including a three-hour visit to an Apple Store, I've been told there's nothing that can be done. They also acknowledged that the initial advisor should have advised me to back up my data. However, I'm now learning that they won't take responsibility or offer me any compensation for the lost data. I understand it's partially my fault for not backing up, but I trusted their guidance. I'm feeling quite lost and would really appreciate any advice from anyone who has faced something similar.
3 Answers
It's a tough situation, but first, always back up your data, especially before doing something risky like a recovery. Apple definitely should have told you to back up first, that's standard protocol. For compensation, it can get a bit murky unless there’s a record of the advisor saying no backup was necessary. You might want to escalate it to Executive Relations; they handle serious cases. If you reach out, keep it simple, state your facts, and include your case number.
I can totally relate to your frustration! Did you get an error code when the update failed? Sometimes that can clue you in on what went wrong. Error codes can provide insight and help when talking to support or even online checklists.
I know it's annoying, but backing up your data is super important. Since you had that conversation over iMessage, you should have those screenshots to back up your claim! That could really help if you go for compensation; it shows you asked the right questions. It sounds like the senior advisor did acknowledge your situation, so you might want to follow through with Executive Relations for a fair resolution.
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