8 Replies Latest reply: Jul 2, 2013 10:11 AM by Chris CA
C.gill Level 1 Level 1 (0 points)

Today i replaced my faulty phone in store, i was told by the apple geniuses that they could not back up my old phone for my new one. Since leaving i have been told they could have done more? Did i have to lose everything?


iPhone 4S
  • 1. Re: Today i replaced a faulty phone.
    jhappahc Level 4 Level 4 (1,140 points)

    Because of security issues, making a copy of your personal information on their computers, they are not allowed to do backups and restores for customers in the Apple Store.

  • 2. Re: Today i replaced a faulty phone.
    KiltedTim Level 8 Level 8 (37,765 points)

    Apple is not responsible for backing up your data. YOU are responsible for backing up your data. You will only lose what you did not back up.

  • 3. Re: Today i replaced a faulty phone.
    pdroth Level 5 Level 5 (5,070 points)

    They could have backed it up to iCloud.

  • 4. Re: Today i replaced a faulty phone.
    KiltedTim Level 8 Level 8 (37,765 points)

    No. Apple could not have. Apple will not perform a backup of data on an iPhone for any customer. It's a violation of thier policies. Backing it up makes them responsible. They will not take that responsibility.

  • 5. Re: Today i replaced a faulty phone.
    Dirty Vegas Level 4 Level 4 (1,430 points)

    pdroth wrote:

     

    They could have backed it up to iCloud.

    No, only the customer can do that.  It is a time consuming process (several hours for the first backup) that usually results in rescheduling the reservation.  The customer is welcome to hang around and enjoy the free WiFi and power supply, but when the store closes, time's up!

     

    As stated above, backups are the customer's responsibility.

  • 6. Re: Today i replaced a faulty phone.
    pdroth Level 5 Level 5 (5,070 points)

    I should have been a little clearer - they could have instructed the user to kick off his own backup to iCloud.   And yes, they are permitted to tell people that.

  • 7. Re: Today i replaced a faulty phone.
    Dirty Vegas Level 4 Level 4 (1,430 points)

    pdroth wrote:

     

    I should have been a little clearer - they could have instructed the user to kick off his own backup to iCloud.   And yes, they are permitted to tell people that.

    Yes, you could have been clearer.  Informing the user is a component of the service at the GB.  Not just "permitted" but trained to.  Many times, the initial iCloud backup exceeds the hours of operation of the store.  I'll assume that all factors were taken into account.

  • 8. Re: Today i replaced a faulty phone.
    Chris CA Level 9 Level 9 (74,870 points)

    C.gill wrote:

     

    Today i replaced my faulty phone in store, i was told by the apple geniuses that they could not back up my old phone for my new one. Since leaving i have been told they could have done more?

    No.

    Your original iPhone was faulty.