Compensation after Big Sur update issues

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Level 1

8 points

Compensation after Big Sur update issues

Heya, has anyone had any problems with the Big Sur update?

A few weeks ago I tried to update my 2019 Macbook Pro to Big Sur, which was a big mistake.

My laptop completely crashed and I couldn't get back in, and in recovery mode, I couldn't get in using a recovery key (which I never had), nor change it using my Apple ID, and the file vault was supposedly on, not allowing me to transfer my files onto an external hard drive.

After days of communicating with Apple Support, I was told the only way to access my files would be to go to a data recovery centre, this was weeks before my audition to apply to university.

Luckily, I managed to get my files back, at a hefty cost.

When I got back onto my laptop, I found that not only was FileVault off, but I don't even have a recovery key.

I had to pay this expense because of Apple's mistake, and faults with the Big Sur update, and if it was never faulty, it wouldn't have happened, and I would have never had to pay so much to get it fixed. For such a huge company, and especially at this time of uncertainty and dependence on our devices, I really can't believe there isn't an enquiry into compensation for all those who have been affected - would anyone know if this would be possible?

This is such a new laptop to be affected in such a way is unacceptable, and there are probably many more people out there that deserve compensation, and an explanation from Apple.

MacBook Pro 13″, macOS 10.15

Posted on Mar 4, 2021 11:14 AM

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Answer 1

Top-ranking reply

DeeperDiver

Level 4

1,045 points

Mar 4, 2021 12:06 PM in response to JJakeman

If your laptop was stolen with all that valuable data instead of ruined from an OS update, would you still blame Apple?

Apple's TOS clearly states where personal responsibility lies, and that is with the user. As reliable as MacOS updates have been, things can - and do - happen. It's the same tired song. You are responsible for backing-up your data in the event of a worst-case scenario, including OS upgrades. Take some responsibility and accept that you did not adhere to any kind of data backup protocols. Why didn't you back up your data prior to upgrading your OS? That you are even fishing for "compensation" says a lot about you trying to steer clear of personal responsibility.

There are numerous cloud-storage options available that makes data protection foolproof. iCloud for starters has excellent (and automatic) cloud-syncing abilities. I use both iCloud and Dropbox. I could lose all my Macs right now in an instant, and would not have a care in the world about the state of my data. You would do well to look into that as I suspect what you paid to recover your data was far more than a few years of cloud-storage fees.

I've done countless MacOS upgrades over the past 10+ years on a lot of Macs both personal and corporate. I can only remember one time in all those years that a MacOS upgrade went wrong. It was a brand-new MBP and I upgraded the OS right when I opened it up, and it happened to be related to FileVault coincidentally. It involved Apple Support, we agreed on the solution and that was to wipe the machine clean and re-install MacOS. When all data is synced, it's a non-issue.

Using an external drive for storage, or TimeMachine backup is also another option. Lesson learned.

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Answer 2

babowa

Level 9

78,429 points

Mar 4, 2021 11:19 AM in response to JJakeman

You'd need to read the licensing agreements for the OS (as well as your hardware warranty). Here is a link to Big Sur:

https://www.apple.com/legal/sla/docs/macOSBigSur.pdf

First, you always need to have a backup of everything on your computer before doing an update or upgrade.

And, unfortunately, second, you are responsible for the software on your computer. Take a look at Para. 8 and its' subsections.

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Answer 3

JJakeman Author

Level 1

8 points

Mar 4, 2021 11:24 AM in response to Eau Rouge

That's surprising, I thought more people would have gone through a similar problem, I knew there were issues with Big Sur after the update I just thought mine was something that other people were experiencing. It was so difficult to get help through Apple Support. Is there a lot of problems with FileVault?

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Answer 4

babowa

Level 9

78,429 points

Mar 4, 2021 11:28 AM in response to JJakeman

I'm not an expert on FileVault (I don't use it), but I would certainly recommend to turn that off before attempting an upgrade. I'd also then make a full backup, preferably a bootable clone. It is very easy to recoup from that if disaster strikes.

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Answer 5

JJakeman Author

Level 1

8 points

Mar 4, 2021 12:35 PM in response to DeeperDiver

I do agree about the lesson and most of what you are saying, however I'm more concerned about my FileVault not working especially, even if I had my data backed up, that's still an issue that I think needs to be addressed, that's all. I do claim responsibility for the loss of my data, but not the responsibility of the issue that was a result of a problem that lies with my laptop, but thank you for your reply :)

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Answer 6

Mar 4, 2021 12:49 PM in response to KiltedTim

KiltedTim wrote:

You have been given a valuable lesson in the importance of backing up your data.

Do not let it go to waste.

I truly believe that it is the users responsibility to back up their data. I had to learn this lesson the hard way, as many others have. Thankfully, most people don't learn this lesson twice. IMO backing up is single most important thing to do with a computer.

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Answer 7

Eau Rouge

Level 8

42,602 points

Mar 4, 2021 11:21 AM in response to JJakeman

You seem to be the only person affected, the community is not overwhelmed with people experiencing your problems.

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Answer 8

JJakeman Author

Level 1

8 points

Mar 4, 2021 11:22 AM in response to babowa

Yeah, I thought that would come up, I get that I'm responsible for the data, I've learnt that lesson now, but it just seems so wrong that my FileVault was faulty nethertheless?

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