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Security considerations prior to hardware service
Authored by: phil@hms.harvard on Aug 11, '06 09:55:57AM

This is certainly a valid issue, as is the suggestion. Where the laptop is going to Apple, there is a good chance that they will just reformat/restore the drive anyway, especially if there is any hint of OS issues. From my perspective though (which is that of an Apple certified tech, working 2 jobs at 2 different authorized service centers), there are many issues where the problem is not 'really' OS specific, but user specific. Running the standard suite of disk utilities can often times remedy these issues, as can creating a test account to isolate the problems. Ultimately it is quite common that the only solution will be to examine the users Library folder, and perform repairs at that level. Certainly, changing the password prior to service, if possible, is advisable. I "NEVER" ask for passwords; it's so quick and easy to reset to a common password, then ensure the customer changes it back (the downside being they usually don't- but then they can't blame me for knowing their password). From a slightly different perspective, I very rarely have ever had anyone question the security of their data, whether being service in house or shipped out. Not saying it's right or wrong, just not a common issue.



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