My mother had been given an iPhone 4 by my brother. She and my father had forgotten the digital camera, so she decided to use this on their once in a lifetime trip to Darwin, and all down the cost of Queensland from the top to bottom. You see, my father has cancer, that at the moment is stabilised, but he knows it will come back and take his life. I wanted to help mum out as she kept having to manually go to Facebook on the phone, and was getting confused, so we tried to download the app, except it wouldn’t because my brother had never updated the software. Wanting to do it the right way I rang Apple support in Australia to help me via remote access on my laptop, through iTunes. After the lady, who had been helping me got off the phone, she told me she would allow the update 15 minutes to download and call me back. Now I explained the full extent of the situation to the lady, so she knew it was a phone that had never been backed up or software updated. I get a call from a different person I. The specified time, and we go through the set up process, only to discover that all of mum’s contacts and over 100 holiday snaps had been deleted. I get transferred to a third person, who tells me all they can do is apologise. By this time my partner takes my mum, who is due to fly back to Tassie in a couple of hours to the Apple shop in town. Still nobody can do anything. I’m in tears, and dad comes into the bedroom, as I’ve been distraught to tell me it’s ok they are only photos, mum just wanted a couple to remember him by when he is gone, but that they had sent a couple to friends, so should be able to get one or two back. My eyes are puffy, I’m full of guilt and blame myself, and I will be paying out my contract and getting a Samsung.
Posted anonymously, 2nd July 2015