Is this a new Apple? Macbook Pro issues - Data recovery.

Question

I am a long time supporter of Apple (20 some odd years) but things seem different now and I am not talking about the "think different" from the old ad campaigns. Apple is a part of every aspect of my life with my personal machines and gadgets to the 50 some odd machines we use at work. One personal machine is a bad apple.
I have a Macbook Pro that has had issues since day one. I received it from Apple and there was a dent in the corner of the case. I immediately took it to the store and was told that they do not ship damaged equipment and that it would take 3 week to get a new machine. The machine worked and it seemed to be only a cosmetic issue. I was fine with it - I guess this was my mistake. The folks in the store documented the problem and sent me on my merry way. It was bought at the same time as my wife's machine - a regular black macbook (i tell you this because it is confused within the mix).
Since that time, I have called on 6 occasions about the MPB, from bluetooth errors, wouldnt wake from sleep, long start up times, firewire issues and now the hard drive has disappeared. All these occasions, I was calling to document the issues and make sure I had the correct fix and on the last call (before the HD failure) I was told that would extend my warranty due to my issues.
Now I am having the hard drive issue and have discussed this thing with 6 people and everyone is telling me a different story. Some say they can fix it... Some say they cannot... The store said that they would replace the whole machine yesterday but I needed to call the phone support folks and today the store geniuses want me to pay for a new hard drive and the install loosing all the info on the drive. This decision was changed in the store to replacing the drive and giving me the old drive to recover the data. In store today I was told that Apple does not ship damaged equipment... That is cool and out of all the machines that I have bought - I would have to agree - this one was and This MPB is an exception to the rule. Today I was also told that my calls were made on my wife's macbook and I could replace that machine which has never had an issue - I am typing on it right now. There was a clerical issue somewhere. To top all this off all my documenting of the pro's issues were said to be under this wife's machine and I was told that I have only called twice. Basically - I was called a liar.
This machine is an exception to the rule and I will say with my 20 years of interaction with Apple, This case is an exception as well. I hope that it is not the future of the "consumer driven" Apple. I guess I am just out a couple of grand for equipment and time and a whole slew of code if I cannot get my data back. And it this experience has slightly tarnished my view of a great company.
Anyone know some great data recovery folks in the Atlanta Area?

Answer 1

Hi red dirt studio,
Out of curiosity, any particular reason you didn't secure a proper backup for your machine. Especially because it sounds like a rather important machine (work related perhaps?) and the data on it is also of equal importance. I know in Sacramento there are a few data recovery places that start @ $500 after a $100 diagnostic/consultation.
I realize, however, hindsight is 20/20. It always is... especially when it comes to data recovery.
Calling into AppleCare and reporting an issue does not extend your one-year limited warranty, nor does it extend your AppleCare coverage (if you purchased it for the unit). So whoever told you that over the phone needs to recheck their training material and refresh the Terms & Conditions of the agreement. No where on the pages contained within (http://images.apple.com/legal/applecare/docs/AppleCareProtect_Plan_NAen.pdf) does it make mention or stake claim to that "exception."
Now, having worked in AppleCare (California offices) for several years I can attest that the one exception that Apple will honor is: "Documented in Warranty/Repeat Repair." Even prior to working for Apple, I had a machine covered after the 3 year AppleCare expired because the unit had been serviced under the scope of coverage for an issue that was now occurring again. Apple made it right and fixed the machine, granting me another 90 day coverage extension as result of the repair. To my knowledge that "grace period" after the warranty/AppleCare expires is 90 days from last repair of expiration of coverage window. Don't quote me on that, but I'm pretty confident on that number.
Regarding your issue, you need to reach out to AppleCare over the phone and attempt to get some clarification. A phone call always starts off with one of two things: (1) a SN# for the product, or (2) a case number. If you were supplying a SN# for your MacBook Pro and the phone agent accidentally logged it under another product then that's not something you should be punished for and now held financially responsible to resolve on your own. Again, though, that's something you need to take up with AppleCare.
You also indicated that the store wants to charge you for the HD replacement. So perhaps that answers my earlier question if the unit had AppleCare. I take it the unit does not? If it does, why are you paying to replace a defective HD?
Lastly... I'll agree that Apple doesn't "package, process and ship" damaged equipment from their facilities in China. But that doesn't mean it won't arrived unharmed. There's a lot that can happen between when the box is sealed and then opened by the consumer.