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Ask HN: Is Apple requiring passcodes to do iPhone hardware repairs?
I recently had an appointment to replace a cracked screen and the service rep said she needed my passcode to do the repair. I asked to talk to the manager who backed her up. When I said I didn't feel comfortable with that and where this "policy" was that they kept referencing, they canceled my appointment and asked me to leave the store. They never told me why they wanted my passcode other than "to check some information and run some tests." Has this happened to anyone else? What is going on?
- geoah 5y agoSeems this is a very common query considering the search results on google. At least for macs they require an admin account to be setup they can use. For ios apple support seems to only mention the following. https://support.apple.com/en-us/HT201557 https://support.apple.com/en-us/HT201557 > Have your Apple ID password ready. For some repairs, you'll need your Apple ID password to erase your device and turn off Find My iPhone.* > * If you're unable to turn off Find My iPhone, Apple might not be able to service your device. This policy is in force to prevent unauthorized persons from servicing your device without your knowledge. If you don't remember your Apple ID and Password, please go to iForgot. If the screen was working I think the right thing to have done was just wipe the phone and give it to them. If it was not working that’s a tough spot.
- sysadm1n 5y agoStaff are probably under pressure to divulge the contents of phones to LE. Remember the Geek Squad thing a few years back? https://www.huffpost.com/entry/fbi-geek-squad-customer-data-seach_n_5aa004b3e4b002df2c5fc9bc https://www.huffpost.com/entry/fbi-geek-squad-customer-data-... If that's not the case, the staff need to be retrained and be well versed in what privacy actually means.
- Leftium 5y agoI've had my iPhone serviced at authorized service centers in Korea a few times. You are required to ensure there is no password on the iPhone at all. It was a long time ago, so I don't remember if they gave any explanation for this requirement. I think they need to look up some diagnostic info on the phone?
- beermonster 5y agoYes this is why I always wipe the device before I get a screen or battery repair.
- Raed667 5y agoWhat happens if your phone dies and you can't wipe it before repair?
- cpach 5y agoPerhaps remote wipe is possible?
- beermonster 5y agoIt is, but not if it’s dead.
- beermonster 5y agoYou give the shop a wrong passcode as they can’t test it can they? ;-)
- cpach 5y agoMaybe they want the passcode to run diagnostic tools. If you wipe your phone before repair they should be able to do what they need to do without having your passcode. In 2017 I was working in a Service Desk. Whenever an employee needed repair of their work phone we would ask them to wipe it before we sent it away to the repair company.
- amerkhalid 5y agoJust a few months ago, there was a story of some lady had her private photos posted to her Facebook while her phone was at Apple’s service center. She won lawsuit and I think article mentioned that Apple would be changing this policy. Kind of surprised that they haven’t already.