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User profile for user: Dbell512
Dbell512 Author
User level: Level 1
4 points

Apple Appointment

I just left an Apple appt for my 2017 MacBook Air. My Mac was not updating so I brought it in for service.


They tried to update to the newest OS with an external hard drive. That did not work. Next step was wiping the computer and trying to install the updated that way. I was not worried because I have the Mac backed up. That also did not work. I then learned that the OS was also erased and the computer no longer worked.


The Apple employee then ran a test and found the memory or hard drive was failing and that is why it would not update.


My Mac does not work at all now. I get a flashing folder with a ? in it. I spoke with the manager and he agreed to keep it over night and run some more test. However, if that does not work they offered a $600 repair, or essentially said sorry but there’s not a fix.


I feel like this process was not done correctly. If I had known the entire OS would be replaced and might break the computer, I would not have tried it. I would’ve expected the diagnostic to be done, and the solutions tried.


I do not know much about apples process, but I didn’t expect to leave apple with a broken computer. Can anyone speak more on this? Should diagnostic have been done first?

MacBook Pro 13″, macOS 10.15

Posted on Oct 23, 2023 9:59 AM

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User profile for user: Phil0124
Phil0124
Community+ 2024
User level: Level 10
205,913 points

Posted on Oct 23, 2023 10:22 AM

Unless there was a reason to believe the hard drive was failing to begin with, there would have been no reason to actually perform a diagnostic first.


Yes, the first avenue would have been for them to try to install the OS directly. Only when this failed and a subsequent wipe and attempted installation also failed would a more thorough diagnostic be thought about.


You don't take apart your car's engine to inspect simply because it has a flat tire.


No, having no OS installed, should not really be an issue, If the hard drive really did fail in a Mid 2017 MacBook Air, it can be replaced and the OS reinstalled fairly easily.


If the RAM failed, then yes, a complete replacement of the Logic board is required and as such its just easier and faster for Apple to offer a replacement for $600.


The normal process of updating should not break a computer. If the drive was failing, then the computer was already broken, and would have failed entirely eventually anyway. The actual update process did not cause it to break, it just revealed the issue it already had.


The process as you explained it, wad done as correctly as it could have been.


I would expect a more specific determination about what the issue actually is after a more thorough diagnostic though.


Again, if the hard drive failed, then it can be replaced, and the $600 dollar replacement fee is overkill.

You can get an SSD for that model for as little as $65 USD, plus installation from a reputable service provider, it should be no more than $100 USD total. Parts & Labor.


Apple will not do this, as they cannot warranty the process, and they prefer to just replace the entire thing.

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User profile for user: Phil0124
Phil0124
Community+ 2024
User level: Level 10
205,913 points

Oct 23, 2023 10:22 AM in response to Dbell512

Unless there was a reason to believe the hard drive was failing to begin with, there would have been no reason to actually perform a diagnostic first.


Yes, the first avenue would have been for them to try to install the OS directly. Only when this failed and a subsequent wipe and attempted installation also failed would a more thorough diagnostic be thought about.


You don't take apart your car's engine to inspect simply because it has a flat tire.


No, having no OS installed, should not really be an issue, If the hard drive really did fail in a Mid 2017 MacBook Air, it can be replaced and the OS reinstalled fairly easily.


If the RAM failed, then yes, a complete replacement of the Logic board is required and as such its just easier and faster for Apple to offer a replacement for $600.


The normal process of updating should not break a computer. If the drive was failing, then the computer was already broken, and would have failed entirely eventually anyway. The actual update process did not cause it to break, it just revealed the issue it already had.


The process as you explained it, wad done as correctly as it could have been.


I would expect a more specific determination about what the issue actually is after a more thorough diagnostic though.


Again, if the hard drive failed, then it can be replaced, and the $600 dollar replacement fee is overkill.

You can get an SSD for that model for as little as $65 USD, plus installation from a reputable service provider, it should be no more than $100 USD total. Parts & Labor.


Apple will not do this, as they cannot warranty the process, and they prefer to just replace the entire thing.

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Apple Appointment

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