Privacy issue while my phone is submitted to apple for battery replacement service

Question

Level 1

11 points

Privacy issue while my phone is submitted to apple for battery replacement service

Background Info

I just had my iphone5 submitted to the Causeway Bay Apple Store in Hong Kong yesterday 11 Sep 2015 Friday for battery replacement service, and it is due for pickup again today (Saturday) around 12:30pm. Before my phone was taken from me for the overnight battery replacement service (which requires 8 hours of work) I was asked to:

1. turn off passcode lock

2. sign off apple id

3. switch off "Find my iphone"

4. sign a repair request document on an ipad

My Question is...

1. Why do my passcode need to be turned off for a battery (hardware) replacement? What worries me a lot is that without the passcode lock, wouldn't everything on my iphone be accessible to anybody? Including my emails, my messages, my photos, my contacts, my facebook account, my dropbox documents etc etc... everything!

2. Shouldn't there be a better (more secure) procedure to protect users' data and privacy before taking in a phone for servicing? i.e. having a feature that can be enabled so that the technician can only access the needed information on a device instead of everything?

3. Shouldn't the technician well inform users of all potential risk and provide explanation of the servicing procedure? the genius bar technician didn't even warn or mention anything about how my privacy is being protected or violated...

4. Does replacing a phone really require 8 hours? I asked an online technician back in Canada (I considered having the battery replaced in Vancouver when I was there for 3 weeks), and the technician mentioned that it will take 2 hours max. That's why I was caught off-guarded that I had to lose my phone all night and morning.

I have a lot of faith in apple and your staff, but it is also because of this faith, I do expect that these simple little details could be ironed out for the well-being of protecting your customers' data and privacy. I may be wrong about my privacy being at risk, but even so I couldn't have been better informed about how apple has taken the steps needed to protect my privacy instead of asking me to turn of my passcode lock, sign on the ipad and watch my phone taken away without any data protection....

Thank you for your time.

iPhone 5, iOS 8.4.1

Posted on Sep 11, 2015 4:19 PM

Reply

Answer 1

Demo

Level 10

166,747 points

Sep 11, 2015 4:40 PM in response to henry-f

IF you are having the battery replaced under this program, you should have erased the device as well.

https://www.apple.com/hk/en/support/iphone5-battery/

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Answer 2

elcpu

Level 7

31,580 points

Sep 11, 2015 5:01 PM in response to henry-f

It is too late now but you could have backed up your phone to iTunes, then erased it prior to dropping it of, and after the replacement restore it from the backup you made. 😟

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Answer 3

Philly_Phan

Level 7

20,737 points

Sep 11, 2015 5:26 PM in response to henry-f

The others addressed your privacy concerns. I'll address the eight hours. Yes, the two hours that you quoted sounds about right if the technician is sitting around waiting for you to drop off your phone. It becomes eight hours when others are getting battery replacements and your phone has to wait its turn.

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Answer 4

henry-f Author

Level 1

11 points

Sep 11, 2015 5:34 PM in response to Demo

Thx Demo but apparently I wasn't part of that program.

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Answer 5

Philly_Phan

Level 7

20,737 points

Sep 11, 2015 5:36 PM in response to henry-f

henry-f wrote:

Thx Demo but apparently I wasn't part of that program.

The phone erasure was still your responsibility.

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Answer 6

henry-f Author

Level 1

11 points

Sep 11, 2015 5:40 PM in response to elcpu

hi elcpu, the genius bar technician could have been more helpful and informed me of the potential risk and suggested the workaround like you did... he just informed about the fee (HK$600) and the time it takes, then asked to switch off passcode lock, log off apple id, and turn off "Find my iPhone" and then took my phone away... didn't even give me time to think it through...

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Answer 7

elcpu

Level 7

31,580 points

Sep 11, 2015 5:44 PM in response to henry-f

I fully agree Henry. You are right as the comments I made were rather elementary, he could have made them better himself. You might consider leaving input to Apple here: http://www.apple.com/feedback/

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Answer 8

henry-f Author

Level 1

11 points

Sep 11, 2015 5:48 PM in response to Philly_Phan

sorry that this I cannot agree.... what if I am not tech savvy like you guys are? what if I am old like my parents? would they know all these data privacy thing let alone how to erase their iphone? Apple should help users of all levels to safe-guard their data and information, not rely solely on their users to ask the right questions. Honestly how difficult is it to say "hey since we need to switch off your passcode for servicing, your data may be at risk of leakage, would you wish to erase your phone to make sure that you are well protected? if you don't know how I could guide you..."

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Answer 9

henry-f Author

Level 1

11 points

Sep 11, 2015 5:54 PM in response to elcpu

thx for the suggestion, I have done so too... hopefully apple can address this issue and help users of all levels to protect their data and privacy before anything terrible happens to anybody.

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Answer 10

Philly_Phan

Level 7

20,737 points

Sep 11, 2015 5:58 PM in response to henry-f

henry-f wrote:

sorry that this I cannot agree.... what if I am not tech savvy like you guys are? what if I am old like my parents? would they know all these data privacy thing let alone how to erase their iphone? Apple should help users of all levels to safe-guard their data and information, not rely solely on their users to ask the right questions. Honestly how difficult is it to say "hey since we need to switch off your passcode for servicing, your data may be at risk of leakage, would you wish to erase your phone to make sure that you are well protected? if you don't know how I could guide you..."

You are assuming that old people don't know what they're doing. That's offensive.

Certain individuals might not know how to erase an iPhone but even us old persons know that placing sensitive information anywhere (even on a piece of paper) creates a need to protect that information and therefore us old persons know enough to ask for assistance if and when necessary.

By the way, I'm 75.

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Answer 11

elcpu

Level 7

31,580 points

Sep 11, 2015 6:07 PM in response to henry-f

You are welcome.

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Answer 12

henry-f Author

Level 1

11 points

Sep 11, 2015 6:51 PM in response to Philly_Phan

by no mean I am suggesting anything bad for old seniors, I have nothing but respect for them, especially those who are very active and helpful like yourself! But reality is that not everyone is as smart and active like you are, regardless of age, and it should be in our interest as well as in apple's interest to help and educate users of all levels (age, race alike) to protect their data.... not just relying on the user to be smart enough to ask the right question. Anyway I don't think this discussion is leading to anything useful at all so I will end here. I have already submitted it as a feedback to apple as elcpu suggested, and I will also discuss it with the Causeway Bay Apple Store store manager today when I return to pick up my phone in 3 hours time. I only hope that apple can take that extra step for the well being of their users. Thank you all for your help and time!

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Answer 13

elcpu

Level 7

31,580 points

Sep 11, 2015 6:57 PM in response to henry-f

I will also discuss it with the Causeway Bay Apple Store store manager today when I return to pick up my phone in 3 hours time.

Good idea!!! 🙂

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