109      人物

The worst service I have ever received

This is a desperate attempt to get some form of assistance related to my iCloud issue. This problem has been ongoing for nearly four months, and all the contact I've had with Apple has been entirely unhelpful. Here's what happened:

• For a number of weeks, I was getting pop ups on my phone alerting me to the fact that my phone hasn't been backed up in several weeks. I use iCloud Backup, which means I need to have my phone plugged in, locked, and on Wi-Fi for the back up to work. My phone is in this state every night, so there is no reason for this not to be working.
• Towards the end of May, my phone was plugged in by my bed updating to the latest iOS (I think it was 10.3.2 at the time but I'm not 100% sure). After a few minutes, I started to hear the chime that means the phone has just been plugged in to charge - but repeatedly, over and over again, for minutes on end. I unplugged the phone and the noise continued. The phone was stuck on a loading circle, making this noise, for over 15 minutes when I finally decided I needed to try and reset it. Holding down the power and home buttons didn't work, the phone wouldn't boot, so I decided to contact Apple Support who guided me through performing the reset through iTunes, which at least allowed me to boot the phone. The problem was, the only available back up was from over a month ago (around the end of April, I think) - but I was fine with this as long as my phone started working again. We attempted to restore the available back ups, but all of them returned a "Cannot Restore Backup" error after seemingly loading for 10-15 seconds.
• Eventually we weren't able to get anywhere, and the representative transferred me to a senior adviser (Michael) who advised that they would escalate the problem up the chain. This was on the 27th of May.
• 29/05: I hadn't heard anything, so I emailed Michael asking for an update.
• 02/06: I hadn't heard anything, so I emailed Michael asking for an update.
• 09/06: By this point I still hadn't heard anything at all from Michael, so I called again and got transferred to another senior adviser (Eric) who said he would take over my case and escalate the problem up the chain.
• 19/06: I hadn't heard anything, so I emailed Eric asking for an update. He replied the next day saying he is waiting on information from 1 person within the day to get the problem resolved.
• 26/06: I hadn't heard anything, so I emailed Eric asking for an update. He replied the next day saying he is out of the office but asked for a time he could call me the next day - which I provided. Eric did not call.
• 02/07: I hadn't heard anything, so I emailed Eric asking for an update.
• 04/07: Eric replies saying he has been away sick. He said he wants to call me that day to get the issue sorted and asked for an appropriate time - which I provided. Eric did not call.
• 14/07: I hadn't heard anything, so I emailed Eric asking for an update.
• 26/07: I hadn't heard anything, so I emailed Eric asking for an update. Eric replied saying he has been in training for two weeks and he was under the impression that Michael was dealing with the issue (??). He said he is back now to deal with the issue and asked for a suitable time to call me. I explained I was going on holiday for the weekend, so we agreed that I would get back to him when I returned from holiday with a suitable time.
• 31/07: I returned from holiday, I gave him a suitable time for him to call me pretty much across that entire week. Eric did not call.
• 09/08: I hadn't heard anything, so I emailed Eric asking for an update. He replies saying he has been in training again for the past week - he asks me for a suitable time to call me on Sunday and he will call me "for sure". I replied to Eric expressing my disappointment and frustration at how the situation had been handled up to that point - no response from Eric is received either by email or by a call on the Sunday.
• 15/08: I hadn't heard anything, so I emailed Eric asking for an update. I requested details on how to lodge a formal complaint. Eric replies saying they have been having "issues of a technical kind" and he had lost my email. Eric asks me for a suitable time for him to call me that day to resolve the problem. He does not provide details on how to make a formal complaint. I reply with the suitable time, and Eric does not call. I emailed Eric again expressing my disappointment and asked for details on how to make a formal complaint.
• 16/08: Eric replies saying he did not receive my email where I provided the time for him to call. Eric again requests for a time to call me later that day to resolve the problem. I reply with the time. Eric calls later that day and he discovers on this call that there is a "lock" on my iCloud back ups which is due to expire the very next day (why it took this long to discover this I don't know). Eric and I agree that I will try the restore process again the next day once the lock has expired and I would let him know the result.
• 17/08: I wipe my phone and attempt the restore after the lock would have expired, same error - "Cannot Restore Backup". I emailed Eric to advise the result.
• 18/08: Eric replies saying he would get the senior engineers to have another look.
• 19/08: Eric replies advising the engineers are checking the data, and suspect it is corrupted. He hoped to hear more "very soon".
• 24/08: I hadn't heard anything, so I emailed Eric asking for an update.
• 25/08: Eric replies and says the engineers found that the back ups were made up of two beta versions of iOS which is why it won't work (beta versions of iOS have never been installed on this phone) - and that we need to delete the back ups and start fresh. He says we can still get the information from the backups before we delete them and make the new backups so we don't lose any information. He states the backups are corrupted and need to be replaced and asks me how I want to proceed. I reply saying I've never installed beta iOS software on this phone and ask him for clarification on if the backups are recoverable in their entirety or not.
• 30/08: I hadn't heard anything, so I emailed Eric asking for an update. He replies the next day saying he is going back and forth with the engineers to find an acceptable solution, and also waiting to hear how beta versions of iOS got on my phone.
• 07/09: I hadn't heard anything, so I emailed Eric asking for an update.
• 11/09: I hadn't heard anything, so I emailed Eric asking for an update.
• 15/09: I hadn't heard anything, so I emailed Eric asking for an update. Eric replies saying he has been "off for a period of time". He says the only way to correct the problem is to delete the back ups and make a new one. He says I would be able to get contacts, photos, calendars etc from iCloud, but messages and apps would be lost. I emailed back asking for clarification if the photos/videos from the iCloud Backup would be retrievable (specifically not backed up through iCloud Photo Library). I log in to icloud.com to see that all of my back ups are gone, suggesting that I have lost all my data (Eric asked me if I deleted the back ups, I advised that I definitely did not). From here, we email back and forth numerous times debating the difference between iCloud Backup and iCloud Photo Library. This is largely immaterial to the core problem, but the key part of my back ups were my photos and videos. Eric said that because I didn't have iCloud Photo Library turned on, that none of the photos or videos were ever backed up, even though I was using iCloud Backup. I'm absolutely certain he is wrong on this point, according to Apple's own help article on the matter: What does iCloud back up? - Apple Support and postings in other forums where similar problems have been raised: Are photos still backed up in iCloud backup even if iCloud Photo Library is off? - Ask Different and With iCloud photo library enabled should iCloud backup photo library? | MacRumors Forums. Eric and I went back and forth over numerous emails debating this point - I even went as far as to create a brand new back up point (which I could now do considering my previous back ups seemingly vanished), wipe my phone, and restored from that back up point, which returned my photos as I expected. Eric argued that this was because I had iCloud Photo Library turned on, despite the fact I showed him screenshots of this functionality turned off both before and after the restore. Eric then suggests that I need to back up my photos to my computer, delete them all from my phone, delete all my iCloud back ups, create a new back up, wipe my phone, and then restore that back up, and I will see that I have no photos. This was utterly bewildering - of course if I deleted all my photos and created a back up of my phone in that state, the restore would return no photos - why would I ever have cause to do this? Eventually I got totally frustrated and replied to Eric saying that we are going nowhere and asked either for his manager's contact details or for his manager to contact me. Eric ignores this request and asks for a time to call me tomorrow (which is today). I reluctantly provided the time (which as pretty much the entire day).
• 16/09: Today. Eric has not called. In frustration, I replied to Eric expressing my disappointment and asked him again for his manager's details or for them to contact me directly. I told Eric not to ask me for a suitable time for him to call me again, as I'm well beyond this at this point.

So the actual main problem has actually been "resolved". My iPhone is now backing up and successfully restoring (including my photos) through iCloud Backup, which is the functionality I was wanting from the very beginning.

What hasn't been resolved is that I've lost all of my previous data, because a) it was somehow corrupted at some point according to Apple and b) it just simply vanished from my iCloud altogether, making it totally irretrievable. There were some incredibly precious photos and videos on my device, which I was relying on iCloud Backup to keep safe for me (although Eric still seems to argue that the back up wouldn't have helped because photos and videos are only ever backed up if you use Photo Library, even though I demonstrated for him that it definitely would work). They've failed in this regard, and I've had to spend nearly four months chasing Apple at every turn, and having basically no call backs made to me when they have been promised, so I want to know what they're going to do about the fact they have fallen so very short.

Can anybody offer me any advice on how I can get some action from Apple? I have asked for details on how to make a formal complaint and for Eric's manager's details but I get fobbed off every time.

Really, really sorry for the massive post. But this has been my last four months trying to deal with this.

最后更新：2017-09-16 20:04:44

  上一篇： Trying to record.

  下一篇： iCloud PC sync problem