Apple refers customer to drivesavers for a $3000 screen repair.
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Timestamps:
00:00 - Intro
00:28 - In repair, trust is everything
01:35 - The issue
03:05 - Microscope footage of the damage to the phone
04:15 - What drivesavers told the customer.
05:45 - Why I blame drivesavers more than apple
07:09 - Why we do what we do
08:00 - The drivesavers referral from Apple needs to end
08:10 - Drivesavers is not being honest about what they are doing
09:05 - This happens too frequently
09:35 - This damages Apple as well as us!
10:15 - How I think Apple fell into this arrangement
11:22 - I think Apple may not even know their customers are being scammed by their referral partner
12:14 - I realize this is tactless
12:25 - This is known within the repair industry
14:57 - I feel guilty about a bad estimate from 2010
16:14 - Referral/affiliate network has blunted us from calling it out
17:15 - WHAT REPAIR SHOPS NEED TO DO ABOUT IT!
18:35 - Apple and us have shared interest in solving this
The contents of this video are my personal opinion - yours may vary.
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"Should we blame Apple or Drivesavers?"
Both? Both.
Both is good.
Pithy
I don't understand why apple is not to blame. As I understood, you bring your device to apple, apple breaks your device and says "too bad, fix it for your own money somewhere else, lol". I don't get it. Why should you pay for damages done by apple? Is this some kind of american thing I don't understand?
@@XQgint Essentially Louis is saying while Drivesavers is being actively malicious, the Apple employees are most likely just too stupid to know what they're doing, and malice is morally worse than stupidity.
I like it.
Maybe blame people for not backing up their data? Sorry - been using computers since the 70's. Must be a dinosaur.
I have been a Mechanic for over 35 years now. I see this same type of behaviour in my trade from dealerships, or as we like to call them, "Stealerships"! I love what I do, and I take great pride in my work. And like you, it makes me so happy when I can save someone a lot of money in unnecessary repairs. The relief in their eyes, the hugs and handshakes, make it all worthwhile.
Have a great day, Sir! o7
I read a text message from a customer sent by a mechanic at the dealership that said they needed a new battery, that was 9 months old. Yeah that can happen, but the customer never had any no start issues, said the holder was too tight and warped the casing, was leaking acid due to the warping.... I walked the customer to their car and physically showed them it was an effing lie. This is why ppl don't trust mechanics and other repairmen, because of scammers not being dealt with and even encouraged in some businesses.
This is why I say don't get a AAA battery. There's nothing wrong with the product, but they tell their workers they must maintain a 33% sale rate. So according to AAA, 33% of no starts are due to a bad battery, not the lights bring left on, not a starter or damaged fob, firmware error....
People who take pride in those moments when you get a hug from a customer who looks at you like you saved their life tend to make the best technicians. They also avoid burnout.
You may not always be appreciated, but I hope you know that people like me appreciate you making the world a better place!
@@rossmanngroup Thank you very much! Coming from you, that means alot!
My Honda dealer does not have any technicians. Not one mechanic knows how to use a multimeter. They follow the book or program, which tells them what the MOST EXPENSIVE PART could be causing a problem and replace it. If that doesn't clear the problem, they replace the next most expensive part, and so on...
The dealership wanted to charge me 800$ for a thermostat housing. I looked it up and the part was only 100$
I hope the original video keeps snowballing until it becomes a real, thorny problem for Drivesavers and Apple. Their little arrangement is undoubtedly feeling a bit less cozy at the moment as the Drivesavers legal team realize that they might be about to deal with some trouble.
This video didn't pass the threshold of viewership/hour to go anywhere unfortunately. Oh well. I tried!
Thanks for watching.
@@rossmanngroupApple and Drivesavers are making DK Oldies look respectable....
@@rossmanngroup Maybe try the title "DOES APPLE ENDORSE SCAMMERS?!?" ?
By omision indirectly yes
@@rossmanngroup You've still put the information out there. It will help someone.
You're being too generous to Apple. They are sending people to specific companies for data recovery without totally knowing how the company opperates. A company as big as Apple has to be expected to do this sort of work and be held accountable for sending people to scams.
Good video though, i dont entirely disagree.
I agree, they have to have some responsibility in this. They chose to refer to DriveSavers. In some of these cases, Apple are the root cause of the failure (damaged cable)
he always kisses apple ass
Yep. If your doctor refers you to a quack specialist, would you be bad at your doctor, the specialist or both? Same case here.
Its like going to Geeksquad for actual technical support.
@@BOMBON187 or apple for computers or loonix for an operating system that works
This is informative and unfortunate.
unfortunately informative
This is every louis rossmann video in a nutshell where he isn't showing us a board repair
@@ss95248 thats why this comment gets spammed 😂
Don't say that, or a Canadian software developer will accuse you of attempted murder.
This is informative and unfortunate
8:51 "I bet my balls, I bet my cat, I bet my health, I bet my future, and I bet my family... " Said with such conviction - I respect that. The message in this video is a simple, but important one: Dishonesty (especially in business) breeds contempt for more than just the dishonest. How many couldn't make it in an industry or field due to the misdeeds of others? Thank you Louis for continuing to voice honesty and fight for right to repair.
I blame Apple because what they charge and how big they are, they should have tech engineers who know what they are doing. In my past experience dealing with vendors for professional digital printing equipment there were layers of expertise. The first layer consisted of somewhat knowledgable techs. If they didn't comprehend the problem it would be escalated up to the next level, and so forth. Apple holds a responsibility to be aware of this issue.
Apple doesn't want to pay for that. They want to pay as little for support as possible. I should know, I worked in one of their call centers for Apple Care support several years ago. Most people there barely knew how to use a computer and had next to no experience with anything (it was literally my first job and I was just a guy who liked to build computers and put custom roms on their Android phone.) The Tier 2 support would be closer to what you described with tier 1, but even then it's probably not even that good. Also they paid $15 an hour (which was good at the time) but the call center scraped $3 off of that and then once the new iphone had been released for a few months they let most of the new staff go.
The guys at the genius bar have to have some kind of BS Apple Certification, but I can tell you the certification is useless because a quarter of my back to back calls were from genius bars themselves asking some of the dumbest questions.
Granted this was 10 years ago and a lot can change in 10 years, but I highly doubt any changes made were for the better. I've talked to some people who have done Apple Care support (we were called "Advisors") since then and from what I gleaned it's about the same.
they SPECIFICALLY DONT HIRE PEOPLE WITH SKILL. If you go to work at their little stores, they want you competent enough to do the job, but too stupid to ask questions or notice you are doing something wrong. Just fyi. People that are competent cause problems for them. You should blame apple for much more...
Apple surly can diagnose the hardware. Apple can read device logs and tell you whats wrong with your phone remotely; do you think they do not have diagnostic software and hardware in genius bar?
@@spiderpig1736 ewaste, recycling, the environment... ZERO 💩s given by apple 😿
@@CreativityNull I worked for a large ISP call centre yeeeeeaaarrs ago, many people had basic knowledge alright. And like sales, the "best" technicians were often complete 🐂💩 artists who would lie thru their teeth and make up their own science
This happens way to often. One recent event I followed in real time is a car dealer screwing a car owner stating possible high powertrain repair bill. the customer end up agreeing selling the vehicle for $7500 to the dealer, a days later the dealer listed his vehicle for $29K.
Just like a electrician told my dad about his Akai system, he offered to change it because it was, according to the guy, not possible to repair it.
Months later he saw the same one on a freinds house and the seller was that guy from before, of course he payed a lot.
Apple has to know, esp since they're the ones breaking ribbon cables
Apple has proved all the want to do is screw customers out of more money so I don't see why anyone would think differently. If you don't know what a company you hired is doing then it is 100% on you.
If Apple is sending them to this company, there is almost certainly a referal fee attached. In addition to selling the person a brand new phone of course.
Apple is absolutely to blame. A manufacturer should be able to competently handle repairs in-house rather than hand wave it away when their partner screws it up.
Absolutely. It's one of the reasons many of us bought Apple products. Now they send away all kinds of repairs - many of these are due to the repairability of their devices becoming increasingly complex or time consuming (or both!) Batteries and data recovery come to mind.
I feel bad for the fucking retards that buy Apple shit.
It’s the same crap most manufacturers do. Though apple have complete control over all the build of their devices and should be able to do the basic stuff like screen replacement, but also take ownership of the damage their “technicians” do.
No they are not trying repair anything apple stop repairing there products years ago there are in the business of trying to get you to buy a new then repair
God bless steve jobs he's company went to shits when he died..
These companies are so big that they don't even care if their repair service is fair.
They want you to keep buying new especially since people started to buy phones with 2 year contracts.
There's just nothing giving them a bad feedback by diminishing sales.
Rabid Apple fans: I don't mind being scammed. What are you broke, can't take a scam now and then?
Clearly, Apple calls their person at the "bar" a "genius" because it intends to give the customer confidence in their ability to assess and fix the problem. It has been shown that this is not true and should not be assumed; but, the average person does not know this. Given this misrepresentation, Apple IS responsible. They are further responsible for sending customers to outside "experts" who are dishonest scammers. Let us not forget that Apple is so concerned about the customer that they make it nearly impossible to fix their products without parts being rejected by their internal programming as well as using unnecessary gluing and soldering.
When I went to school for automotive service they told us to always tell the customer what we are going to do before they pay and if anything changes whilst we are working we stop and let them know.
Gotta love people being unprofessional.
That's just customer service. As someone who works in construction/restoration, you don't ask for pay before the job is done, and you agree on pay beforehand. If something changes, you call and discuss it with the customer before you do anything new. Until approved, you only do what you were hired to do.
Actually , least in Maine this is the law. You can’t just do a bunch of stuff without notifying the customer first
I remember working at a computer store that just opened up and someone brought in a computer they were building and couldn't figure out what the issue was, I noticed the IDE cable was backwards within 30 seconds and fixed it and the guy left. Then I got in trouble because I was supposed to bring the computer in the back room so they couldn't see what I fixed so they could charge them for it.
Haha same here. My boss would call you need to charge a "commercial" price... so glad I left that company.
When iPods were still hot, I used to live repair them at computer meetings, and some repairs I'd say. If you get me a coffee and an apple-pie I'll have it fixed... Was an Apple design fault, hard drive cable had soldered ending with a tension clip and that would give and corrode. Snipping away 1 millimeter from the cable would solve the issue, but I always said, this wil work for a year then you need to do the same again.
One time a dad and his daughter came to the table, opened the iPod and there was water damage, so I say... Hmmm seems this one got wet... The dad goes "No, not possible!", the little girl, bless her soul, started nodding yes and tugged her dads arm. So he looks at her, turns back and said, "well seems you are correct" Fortunately, cleaning it up and a new battery was all it took to get it up and running again.
Like Louis said, it's moments like that, that make the repair work worth all the hassle.
Louis, I run a (very) small computer repair shop, from home. A kid came to me with a totally destroyed PC. I repalced the motherboard, and as his GPU was aldo destroyed amd he couldnt afford a new one, I lent him one until he could get one for himself. He was so happy and thankful, it was genuinely heartwarming. Thanks for the videos, and inspiration x
Great... now you have to worry about having your phone looked at by official repair center and being swindled similar to taking your car to an official car dealership and them charging a shit ton more for no reason.
It’s a shame because pretty much all of the repair shops I’ve been to have been pretty much scams, and the Apple Store is the best experience I’ve had at a repair shop
They can see all the financials that are on the phone too.
That's crazy! Horrible customer service. Thanks Louis for informing people of these scammy tactics.
LOL! If you had to be informed that Apple (anything) is scam, (you're doing it wrong) / (it's already too late for you.) Whichever, take your pick, I'm too lazy.
If DriveSavers customers were aware that the only reason that they get referred to them is because the computer shop wants the commission off the high prices rather than outsource to a much more affordable lab.
If Apple receives commissions for referrals to DriveSavers, they should have to disclose this to the customer when making the referral.
@@amicaaranearum I don't know if Apple gets commissions from DriveSavers...most computer shops do. I sense that there is some sort of more formal relationship between the two companies.
I'd love to tap into some of the DriveSavers market who won't pay their rates. My lab, as with many, top out with recovery pricing slightly above where DriveSavers starts as a minimum.
That’s actually just racketeering.
As an Apple Genius currently employed at the Apple Store and someone who takes pride in the repairs I personally complete I would hope that any of my coworkers would have the competency to realize that no video after opening a device is very highly likely a torn flex. Shame on whatever lazy employee didn’t do their due diligence.
You must have got your training back when Apple actually gave you guys real training in repairs. They don’t do that any more and all the Genius training is focused on sales.
An important detail about this story is that after breaking her phone *Apple offered to replace her phone.* But she was concerned about the data because she had not backed it up.
But what Genius at the Genius bar, can't figure out they tore the cable when they opened it. In my opinion, Apple Geniuses are employed because of their social skills and not their technical ones.
@@redresonant9296 I think Louis has explained in the past that Apple does not offer repairs. Instead they offer replacements, with data loss.
This is what proves the apple store tech an idiot that isn't concerned about their bottom line. From apple's perspective, It would have been FAR cheaper to replace the screen they damaged on her phone than it would have been to replace her entire phone and refer her to drive savers. In my opinion, drive savers are the ones that are actually out to milk the customer for money, whereas the people working at Apple are just idiots.
@@redresonant9296 if their hiring process is anything like Apple Care Advisors (the phone tech support staff) I can confirm from personal experience this is the case. Considering the number and type of calls I got from the "geniuses" as an Apple advisor who's not required to have the certs they do, I would assume this statement is correct.
@@rossmanngroup I would have checked for a middle solution between me and the customer if i ended up in that situation. If i checked and it was the screen i would have offered to replace the screen for free since it was my fault the accident did occur.
If it was any issues with the free repair i would have talked to my boss about it after the customer got her phone and was happy for the service, its not something the customer have to be involved in.
If i loose my job after helping the customer it only confirm that they dont think about the customers, i work to help people. I cant treat people im supposed to help as dirt, thats why i cant sell stuff over the phone most of the time. All cold call sale job is 50% lies and i prefer to be honest as much as i can.
I see it as a larger cultural issue as I see it almost everywhere. I've learned to work on my own stuff because of this. I've had these type experiences with many companies. Not just me getting upset, but understanding the issue and being told it's something else. I even see it in the police depts. It all leads back to a lack of informed people keeping them accountable. I could start a business to counter the lack of morality in business. I work for people I know in my spare time to fix these issue for cheap. I try to empower them and show them what is going on. I have a ton of people waiting for me to solve their issues. I could work nonstop fixing issues for people. I like having free time to understand the issues and have the ability to solve more issues than just focus on a few or be brand specific. I tried this when I repair the xbox and I got bored after it had become easy.
I'm still dealing with something like this, and I'm about to sue the company.
I have an ebike with Bafang parts, and the charger's pin broke inside the battery, which I've learned from repairmen is a common problem. Bike was under a year old. The company is refusing to give me warranty, claiming I did something wrong (but not saying what), and says the entire battery and charger must be replaced (despite it being a simple repair). According to Dutch law, they are required to prove it's my fault if they won't give me warranty and it happened within the first year. I have made them aware of this. They've refused to oblige this law, didn't even give me a hypothesis.
At this point, they're actively choosing to be criminals, just to get away from covering my warranty.
I have an appointment with my lawyer in about 2 weeks. It's not even about the money anymore for me.
I love that I found Louis' channel back in the day! Only if there were more people like you, this world would be 300% better place to live! 😊
I think you're giving Apple a bit more credit than you should. Absolutely the person at the genius bar is not to blame in the same proportion, because they were not trained for that job or hired for that kind of experience. However, Apple advertises them as being more capable than they actually are and Apple does nothing to attempt to make them as capable as they advertise. Apple (the company, not the particular store) is doing essentially the same thing as Drive Savers when it comes to false advertising.
That being said, I also agree that there's no real collusion, the customer is just getting hit by two entirely different scams, but neither one either knows or cares that the other is performing a scam.
In my experience with the GB, they explicitly tell you in the very beginning that they aren’t responsible for data loss. They even ask you if you have a backup.
@@MotorsportCreative Oh I'm not talking about that part. I'm talking about where they tell you that their genius bar is capable of making fixes where others aren't and giving the idea that they know what they're doing in Apple's marketing material.
I've been referring Apple customers to you and Jess for data recovery since I deal with hundreds of them a week.
And yes, I can confirm they are referring customers to Drivesavers as a matter of procedure.
The idea that DriveSavers has special expertise for iPhone data recovery is about as pervasive as rice having a special ability to cure water damage. I’m glad you’re also shining a light on this. Here are a bunch of examples:
th-cam.com/play/PLtjsWVbfWwk5Gcd5301Ys2PJ4wBvPwUYk.html
The rice thing is real though, you are just framing it poorly. Rice acts as a natural water absorbent. It doesn't fix damage, this is true. But it helps drain fluid out of the phone which can prevent damage. Drying out the phone before attempting to use it is important for reducing damage. the rice helps with that. There are dehydration products and you can settle your phone in that work better, but the point of rice is its cheap and usually already available.
@@himedo1512 we've actually done experiments on that with some phones and a hygrometer! It turns out that rice is NOT a dessicant, and it doesn't remove water at all. In fact, a box of plastic lizards reduced the humidity in a closed container the same as rice. What rice DOES is it makes you think you actually removed water--and therefore you plug the wet phone in, and of course electricity plus water is the real killer.
@@himedo1512rice ain't real. Don't use it
@JessaJones a quick google search indicates you're wrong as even the bloody Wikipedia says it's a dessicant.
@@himedo1512 lol. Okay--but just to be *sure* why don't you put out two bottle caps full of water on the counter tonight. Put each one under a pot lid. Next to one, dump out a handful of rice and replace the lid. Weigh the bottle caps of water tonight and again in the morning. To be accurate, set this up in triplicate. Let me know how much less water is in ones next to the rice. If you find that there is less water in the near-rice samples then I will happily eat one of my plastic lizards on my next TH-cam video. Science if fun--let me know what you find out. Seriously.
It almost seems that Apple refers them to these people that have a larger than reasonable repair cost to steer them into buying a new device.
Yes. I doubt if Apple cares that shady companies negatively affect the repair industry; they _want_ people to buy new devices instead of repairing them.
@@amicaaranearum
and VERY high data recovery prices "sells" the APPLE IS SECURE notion not to mention makes convincing them that they SHOULD PAY monthly for APPLE ONE for the cloud storage so this "never" happens again
I hate this type of scam, I 100% agree with you Louis on this issue. They're killing the trust "we" the good techs work so hard to get from our customers. Disgusting.
You shouldn’t have to pay for data that the company makes you pay for anyways. WTH am I paying for iCloud storage if they can’t just pull it up for us? How is the government getting this?
Had a similar experience with the local electronics repair shop, which is also the only repair shop in the city. Had a laptop with a broken connection between the motherboard and screen, did everything I could to diagnose it myself so I could tell the technician what the issue was, only for them to tell me 2 days later that the GPU is dead, fixing is too expensive, I should go buy a laptop in the computer shop next door, they would "give me a discount" for "recovering the data in the old HDD" if I bought one of their external drive enclosures and got slapped with a 30$ fee for diagnostics.
On a positive note, this did lead me down the road of self repair and discovering this channel. Keep up the good work!
You are an example of what politicians should be. Driven, passionate, fearless, and committed to fairness for the people/customer.
If I lived in New York or even the USA I would bring my devices to you.
If you ran for a political post in the UK, I'd vote for you.
Top notch Louis, top notch.
Thank you Louis for another highly informative video. Case in point, my brother is currently dealing with a similar situation and I forwarded this video to him. I don't know for certain if this involves an Apple hard drive, but I know he's a long-time Apple proponent and will know once he responds to me. From what I understand per his conversation with my mom, he sent his phone/device/drive(?) to a company that specializes in data recovery and was quoted a long-range estimate of $700-$3,500 to recover his data. Again, I received this info second-hand. I'll know more once I speak to him directly, but I'm certain THIS video will enlighten him, or might even save him money. Blessings and thanks again Louis for being a stand-up, trustworthy man in a world where people like you are few and far between.
Rite on Lewis, doing good deeds without ripping desperate people off.
This is exactly the reason why I fixed phone, tablets, PC and appliances.
The first time I saved someone money got me hooked on device repairs.
Its a good feeling knowing you helped someone that really needed help.
I dont do repairs anymore due to my eyes sucking bad over the last 7 yrs from diabetes.
Afternoon Louis. Hope you're staying cool in this heat today.
Not my normal topic, just here for the cat (and your voice is nice to listen to while I work).
Apple definitely deserves blame. They work together and should be aware of what goes on it's like saying that a manager isn't to blame when day after day an employee is insulting customers.
Apple would/should certainly be aware of the issue, and be demanding answers and/or correction from Drivesavers, or else be ending their partnership with them. It doesn't seem like something they can validly claim ignorance to.
There is no more trust between customers and the manufacturers too ! planned obsolescence, reliability ratio. So I look on forums and reports of the number of customers complaint and repair guy friends before buying ! At the end the products with minimum complexity or longest time on the market are the best ! Backlash for high tech device : I resell it after 1 year to buy a replacement.
Istg I had a phone die on me one time (wasn’t apple, I think it was LG) a day or two after I had said out loud something about wanting to get a new phone.
This is also true for SEAGATE. My gf's mom sent them a hard drive to get an estimate and they told her $3000 and that "some files are corrupt. We cant guarentee anything"
I open the external. Realized as i broke the glue in the screws that its never been opened, hooked it to my own cords and saved 20 years of pictures. Im a bumbling idiot and I could do this.
This hard drive fell, only the usb board broke. They didnt even inspect the drive...
Scammers apart from the Genius Bar, you mean?
the Genius Bar is for fucking people in the arse. both ways.
props to whoever animated the cgi cat on the chair next to louis, i feel like that's really difficult to do !
Its scams all the way up and down. The truth is it is easier, faster and cheaper to upsell/oversell people on services. Why spend a good 15 minutes looking something over when you can waste someones postage and say "That will be 3k" Instead of "Oh the screen needed to be replaced thats 100$" Even if you miss 10x the number of sales you come out with 3x profit to doing it right.
"I bet my cat!" - (cat turns around glaring)
I had a plumbing company I tried recently. They cleaned out my sewer. They ran a camera down my sewer. I paid them more than what the cleaning was going to cost because of the extra work and time they took. They told me my sewer was in bad shape, and needed repair or replacement. They told me I could get a copy of the camera footage. When I followed up the office said I could watch it if I wanted, but if I wanted a copy of the footage I would have to pay extra for it.
Despite their reputation they can burn in hell. They lost an $8000-$14000 job because they were too greedy to risk me being informed and getting a second opinion. Companies that aren't willing to be transparent with their customers to protect their own interests deserve to fail!
As a self repair person for over 40 years it comes down to education
I guarantee their response is going to be "They requested data recovery. They did not request any repair analysis. The price is so high because we have to remove the storage chips from the circuit board."
I have repaired a massive number of PC's that have already been though their local "computer shop" and either don't work at all anymore and they were told to replace it, had a virus and it's back or the repair was never done at all. I remember one single mother, she had 4 kids and one PC. They all needed it for school and it had a virus, the "repair" was reinstalling windows, no shock.. the virus was still there. I fixed it, removed all traces of it, checked the remaining files and set up the PC.
I told her she didn't have to pay, she paid the shop 200 for basically nothing and I knew she couldn't afford it. She insisted I take 50, so I did, it made her feel better. That shop, they are everywhere, they are a disgrace to the industry. It's one thing to not help someone, it's worse to charge them and then lie about the job.
I have done quite a number of jobs in exchange for a pizza, lunch or dinner. It's no skin off my nose to take a bit of time to get a business back up and running.
I used to work at a shop that had DriveSavers referral pamphlets, I gave out a few of them when dealing with data recovery we weren't equipped for. I feel kinda bad now, knowing this. We didn't work on phones but it still puts a bad feeling in me.
A Company like apple should quality control their partners they refer too. It's that simple.
Exactly. If I tell someone to send their device to Company X to get it repaired and Company X "fixes" it with a baseball bat then that is my fault for telling the customer to go there, especially when it happens multiple times.
I always assume that every repair shop, either official or independent, is going to try to scam me...
that's heartbreaking
@@JessaJones You just made me feel bad about what I said. I know that most repair shops are probably honest businesses trying to provide a service. Still, One can't be too cautious.
You're an honest man Louis, unfortunately we're a dying breed.
I've never done the level of repairs you do but when I worked in a PC shop, at the end of last century, I helped many people.
You're spot on about that feeling you get when you save a customer heaps of money or save some precious data, you can see and hear the relief, possibly feel it too but that's probably just empathy.
I left a job, I'd just started, because the owner didn't like that I didn't charge a customer for "fixing" the computer they'd bought the week before. I knew there was nothing wrong before I plugged it in, I also explained what happened and showed them how to fix it if it happened again.
The boss didn't like that!
What had happened was their 3y/o was pressing random keys and managed to rotate the desktop 90° and, as they'd never had a computer before, they didn't know what to do. It was the 90's, you couldn't really rotate a CRT!
It took longer to plug in than fix, the workshop benches were full so I did it at a demo PC spot after they'd explained what the problem was. Apparently I was supposed to book it in and make them come back for it, which would have been over a week later because it was silly season. 🤨
The opposite of the feeling of elation was when you couldn't save the data, it still hurts thinking about it. 😔
There was a bad week when the script kiddies took advantage of a security failing m$ made, so many people were screwed shortly after their dial-up modem connected them to the internet.
Thank you for the amazing work you do! I wish all companies had your integrity
Love how you are spot on and straight up Louis.
That is how I run my business and nice to hear someone speak on the level you do.
Respect.
Quoting an extortionate amount of money for a "repair" to your iPhone or Macbook so that buying a new one seems like a reasonable proposition?
Sounds like Apple to me.
Love your use of sarcasm.
Dude your story about the guilt you felt for the bad estimate and repair, and your urge to make it correct, is everything I want in a company. Honesty is everything, and it is good to know that an honest person can make an honest living. Keep up the good work.
God bless the peacekeepers!
Louis, you are a special kind of person that doesn't come around often, please keep up the Awesome information sharing that you do.
I hope that your move to Texas ultimately makes your business 10 times what it was in ny.
The irony of seeing a 15 second advertisement for Apple at the end of your video was priceless for me. Good work Louis. Been watching you for a couple years now and I love the honest content you bring to the platform 🤘
Apple must be suprised other people are scamming customers with there own products
Any corporation who brands their service department as the “Genius Bar” holds themselves to a standard that they should _at least_ be able to know when they broke a screen cable when they open a phone. It is only because we live in _such_ an Orwellian dystopia that you would be so charitable to Apple’s “Geniuses”.
That having been said, I absolutely agree with you calling out this scam operation that Drive Savers is running. Dirty operators deserve to get called out.
Thanks for this video. Much appreciated.
great story LR. thanks for sharing it
when i worked at geeksquad i did some data recovery stuff in store. not only did i recovery a woman's data - saving her thousands - but the data was video of her first kids birth... she was in tears at having the footage back. data recovery is so much fun, loved that work.
Great video and info, thanks!
Drivesavers: We were asked to quote on data recovery so we quoted on data recovery, we were not asked to diagnose a screen issue.
Bet this will be their response if they do respond.
I never seen cat this chill
thank you for sharing!
Does Apple not advertise that their "geniuses" are able to fix devices? Do they not advise those who call in for repairs to go to the local "geniuses"?
Thanks mate.
Thank you for videos like these. They are sorely needed. In the past, I've recommended drivesavers to several people, but never again! Reminds me of the typical car mechanic you'll find at your local stealership. As for Apple, lol, I would not put it past them to knowingly recommend people to this scam outfit.
Always say "I have a backup"
Even if you don't.
If you lose data, learn from this mistake and back up regularly.
Don't keep important data only on a phone. Just assume you could drop it, it could catch fire, someone could steal it, it could wipe itself, etc. any day.
This reminds me of the Nintendo Switch Lite I had in which Nintendo damaged a backlight driver on and tried to bill the customer £120 to repair. Bare in mind the customer sent it in to Nintendo for a completely different issue and the customer had never opened the console. They also claimed a broken screen because it had a damaged screen protector 🤔
Agreed with all your point.
Thanks Louis
Your take on Genius staff is spot on. I worked there since the 1st iPhone. And we had no idea how these devices worked beyond simple diags and screen repair. No training. Vs the 3 weeks of Mac repair training. 99% of Genius Bar training now is around 'emotional intelligence' and not technical acumen.
Louis thanks for being brave enough to do this AND
I hope you have a bloody good lawyer because you're going to need it.
This isn't new. In 2012 I sent my 15" Ultimo 2011 MacBook Pro to Humac after it suddenly wouldn't turn on. They offered me to replace the motherboard at a price higher than the computer itself.
I later found out (because I'm an engineer myself and now had nothing to lose) that it was a bad connection on the charging board and fixed it myself.
They need to be sued for emotional distress.
I've found a good shop nearby. No fuss - very clear expectations. Good prices. Flawless repairs.
I lost it at "I'd bet my cat" LOL
Your cat is just adorable ❤
Louis was right to mention car mechanics, plumbers, etc. It's easy to forget that the repair industry doesn't start and end with consumer electronics.
Nobody would hesitate to point out a mechanic doing shady shit, and people doing electronics repair and data retrieval should be held to the same standard.
The cat : bro stop using me as wager
15:49 cat: "seriously?"
I once worked for a data recovery company. Many times, all that was required was to place the data drive in another PC, and copy the data to a thumb drive. Customers were sometimes told this but, at other times, they were led to believe that several techs worked around the clock just to recover data from an allegedly damaged drive. The owner of the DR company believed in charging people based on what he thought they might pay to get their files back. He justified this to employees by saying that the public didn’t appreciate what we techs were sometimes faced with, and sticking the client with an outrageously inflated bill was a means to educate the public.
I don’t know how common predatory pricing is among data recovery companies but I would not be surprised if it is fairly common.
Louis dropping that Uncle Ben knowledge at 6:48
With great power comes great responsibility
-Uncle Ben
Way back when there was a guy who used to open car hoods, draw a line on a spark plug with a soft pencil, and then when the owner had problems starting the engine he'd "fix" it for a small fee. It worked until people found out, then he had no life in the area. This looks the same to me: Apple draws the line not knowing any better, and Drivesavers "fix" things for a substantial fee.
I'm dealing with a 2nd HVAC repair in 2 years. It's the same story - compressor is bad. Compressor replacement is always quoted just $1k below a full system replacement. It's hard to find an honest HVAC company. This should be a $600-$800 job. But nobody wants a repair job, they only want to do big ticket stuff.
A compressor shouldn't be bad after a year or two. Look up the capacitor. Inexpensive easy fix and causes the compressor to not start.
that purple square at 5:05 scared me, i thought my screen was damaged somehow 😅😅
Keep the good work up bro. As someone who works as a developer currently and did IT i want nothing more for people to trust me. And luckily they do. I would never, for whichever money create something that is unethical or share/look into someones data without concent. I want to be worthy of my job.
Love, love, love your vids! This is one of the many reasons I learned to build, repair and work on my own sh*t. I run Linux since I despise Crapple as much as Microshaft. Many years ago on a custom built desktop, it stopped working. Good old Fry's Electronics, (rip), could not understand what Linux is and wanted to charge 100.00 just to diagnose. On recommendation from a fellow geek, I started replacing part by part, finally replacing the cpu. I figured that I rather have extra parts on hand than throwing money away to a joint that really don't give a S....
Right On!
Somewhat related: I took my motorcycle to a repair shop for general maintenance and a quick inspection. They told me the air filter was too dirty and needed a replacement, but they didn't have filters in stock, so they asked me to get one, go back to the shop, and they would replace it for free. What they didn't know is that I personally replaced it less than 2.000km ago, but I trusted them, so I went to buy the filter. Since it was already late, I didn't want to go back there (it was like 1-hour from the Honda dealer where I bought the filter) and wait for another hour for them to do something I can do at home, but surprise, it was not dirty, they somehow managed to damage the filter, it had a hole in it and a huge scratch, they managed to drive a screwdriver right through it, I assume when they were removing the plastic cover to inspect it, that's why they offered to do it for me for free...
I dont trust car mechanics, jewelers, electronics technicians, electricians, Hvac repair persons, painters, movers, instrument repair persons, carpenters, tree trimmers, snow removers, etc. I swear to gawd every one I talk to tries to steal from me,...
His black kitty cat is magical!! It just poofed out of existence!!!! 😨6:44
this happens everywhere. its hard to find honest knowledgeable people
I only have a distrust from repair technicians only because I attempted to bring a switch pro controller to a CPR and they told me 90 bucks........ The switch pro controller cost $65.... So I proceeded to open it up and replace the fuse when I had time. It works.