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Jul 11th, 2016
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  1. Monday, Jul 11, 2016 22:14 PM
  2. Duration: 83 minutes 10 seconds
  3. Sarah:
  4. Thanks for contacting AppleCare chat support. My name is Sarah. Please give me a moment to look over your information.
  5. Sarah:
  6. Hello Sean, how are you today?
  7. sean_shim@hotmail.com:
  8. Great thank you, and yourself?
  9. Sarah:
  10. I am doing great, thank you for asking. What is going on with your Mac today?
  11. sean_shim@hotmail.com:
  12. So my sister and i both have new laptops and she gave me her older Macbook pro and im trying to do a factory reset but it keeps giving us error messages
  13. Sarah:
  14. I’ll be happy to try and help. What did you guys try?
  15. sean_shim@hotmail.com:
  16. Quick background, I use Windows machines primarily so Macs are not exactly my forté haha. I've gotten to the OS X Utilities and erased the disk in Disk Utilities. And when im in reinstalling OS X, and it prompts me for the apple ID, it says its unavailable
  17. Sarah:
  18. Ah I see! It may want her Apple ID. Did you guys try hers?
  19. sean_shim@hotmail.com:
  20. Yes that gives us a problem also
  21. sean_shim@hotmail.com:
  22. We reset the password too
  23. Sarah:
  24. Does it say something different with her Apple ID?
  25. sean_shim@hotmail.com:
  26. I'm not sure what you mean sorry
  27. Sarah:
  28. My apologies. When attempting to use her Apple ID, did it give you the same error as your own Apple ID?
  29. sean_shim@hotmail.com:
  30. Yes. It says 'This item is temporarily unavailable. Try again later'
  31. Sarah:
  32. I see! Does she know what the OS was?
  33. sean_shim@hotmail.com:
  34. No, sorry
  35. Sarah:
  36. That’s okay. We can try to run an internet recovery mode. Did you get into this recovery mode with Shift R or Shift option R?
  37. sean_shim@hotmail.com:
  38. I was going to do that next but i wanted to speak to a professional first so I'll do that now
  39. Sarah:
  40. Alright! You got the the right idea. I’ll standby.
  41. sean_shim@hotmail.com:
  42. Wait sorry i just did the normal Command + R
  43. sean_shim@hotmail.com:
  44. Should i do the Internet recovery now?
  45. Sarah:
  46. Yes! Please hold down the buttons Command (⌘) – Option (⌥) – R together at the same time after hearing the startup noise.
  47. sean_shim@hotmail.com:
  48. Okay it says its starting Internet recovery now
  49. Sarah:
  50. Perfect. Try to reinstall for me!
  51. sean_shim@hotmail.com:
  52. It currently has a loading bar so I guess I'll get an option after?
  53. Sarah:
  54. Correct.
  55. sean_shim@hotmail.com:
  56. Alright, now we wait. Thanks so much for your help thus far
  57. Sarah:
  58. I’m happy to try and help! let me know what happens!
  59. sean_shim@hotmail.com:
  60. Now an apple logo has presented itself
  61. sean_shim@hotmail.com:
  62. Okay im in osx utilities and it looks a bit different. Should i be installing the OS X again?
  63. Sarah:
  64. Yes please!@
  65. sean_shim@hotmail.com:
  66. It didn't prompt me for an Apple ID, it is now downloading the components
  67. Sarah:
  68. Ahhh-ha! Alright. I’ll sit around a bit, just in case it gives you something.
  69. sean_shim@hotmail.com:
  70. I'm not familiar with the OS names, will I be able to update to a newer version of OS X such as Yosemite or El Capitain?
  71. Sarah:
  72. I’m looking now at specifications.
  73. Sarah:
  74. I’m not sure you’ll be able to get El Capitan because it requires Handoff and instant hotspot, https://support.apple.com/kb/sp728?locale=en_US
  75. Sarah:
  76. I wouldn’t recommend clicking that unless into a new window.
  77. Sarah:
  78. Or it’d disconnect us.
  79. Sarah:
  80. But that has specifications for El Capitan.
  81. Sarah:
  82. When it is loaded up, I’d just recommend checking the tab for Updates.
  83. sean_shim@hotmail.com:
  84. Okay will do. The download says it'll take roughly 20 minutes so I won't wsste your time. Thanks so much for your info and help!!
  85. Sarah:
  86. Ah, I don’t mind waiting the twenty if that’s all it is. Just to make sure it goes through okay.
  87. sean_shim@hotmail.com:
  88. That's sweet, thank you. I have to say even as a Window's user, Apple does have the best customer support team I've dealt with
  89. Sarah:
  90. We try our best to help as much as we can, and I’m very happy to hear that.
  91. sean_shim@hotmail.com:
  92. Where are you guys based in? The US?
  93. Sarah:
  94. I am in the US!
  95. sean_shim@hotmail.com:
  96. Ah okay, in California?
  97. Sarah:
  98. We’re all in different locations. I’m personally in New York, in an office.
  99. Sarah:
  100. ( I mean some of us will be in the same offices but you get what I mean haha.)
  101. sean_shim@hotmail.com:
  102. I see, I just thought the best of the best would be in California ahah. New York is a great city though. So much to do
  103. Sarah:
  104. New York is fun, a bit busy sometimes, but fun!
  105. sean_shim@hotmail.com:
  106. Yes of course, always busy. But I've seen the view from rooftops and a lot of drone footage and it always amazes me how beautiful the skyline is
  107. Sarah:
  108. The views are nice, that’s true. I won’t deny that in the slightest!
  109. sean_shim@hotmail.com:
  110. Definitely something on my bucket list. I'd like to experience the rush and chaos of Times Square ahah
  111. Sarah:
  112. The cities here are all pretty busy, even the smaller ones. I don’t think I’ve ever gotten used to it, and I’ve lived here most of my life.
  113. sean_shim@hotmail.com:
  114. That's something you'd never get used to ahah. I feel like it adds to the whole experience and lifestyle
  115. Sarah:
  116. I think I prefer upstate New York more. It’s colder but I don’t mind the cold. And the busy-ness is slightly less!
  117. sean_shim@hotmail.com:
  118. I see. They should send you up here to Canada then haha. I heard if you don't like the cold they'll deport you back home :P
  119. Sarah:
  120. I’ve been up by Canada before! Also into Toronto too.
  121. Sarah:
  122. It’s really nice. I love the cold.
  123. sean_shim@hotmail.com:
  124. You'd like it here haha. It dropped down to - 35C I think going into May
  125. Sarah:
  126. Perfect!
  127. Sarah:
  128. Too much hot weather right now.
  129. sean_shim@hotmail.com:
  130. True, we're also in a heat wave. All our grass is yellow going brown
  131. Sarah:
  132. Ugh, so is ours. Well. Mine.
  133. Sarah:
  134. My neighbors have perfection.
  135. Sarah:
  136. On second thought, maybe it’s just me.
  137. sean_shim@hotmail.com:
  138. Sometimes the grass is actually greener on the other side ahah
  139. Sarah:
  140. Literally.
  141. sean_shim@hotmail.com:
  142. Well we can only hope for rain, or some miracle grass feed
  143. Sarah:
  144. Both. Both sound -great- right now.
  145. Sarah:
  146. I got rain recently but still. Not enough.
  147. sean_shim@hotmail.com:
  148. We got probably 2cm on Saturday, barely anything
  149. Sarah:
  150. Do you recall the last time it rained before then?
  151. sean_shim@hotmail.com:
  152. Weeks
  153. Sarah:
  154. Yeah, definitely ouch.
  155. sean_shim@hotmail.com:
  156. Yes for sure. I've had to set up my sprinkler everyday
  157. sean_shim@hotmail.com:
  158. Also the computer has restarted and everything looks good. I can use my own ID right? Sean_shim@hotmail.com?
  159. Sarah:
  160. Yes!
  161. sean_shim@hotmail.com:
  162. Everything is now setup!
  163. Sarah:
  164. Sounds great to hear!
  165. sean_shim@hotmail.com:
  166. Everything looks good, just installing updates now
  167. Sarah:
  168. Sounds good. I’m glad we were able to get those taken care of at least. Those updates.
  169. sean_shim@hotmail.com:
  170. Yes of course, again i appreciate all your help and staying with me for so long ahah
  171. Sarah:
  172. It’s fine! I’m glad we could get it resolved!
  173. sean_shim@hotmail.com:
  174. Yes for sure, it's running through the install and restart right now
  175. Sarah:
  176. Perfect.
  177. sean_shim@hotmail.com:
  178. How late do you guys work there?
  179. Sarah:
  180. 24-7 on chat!
  181. sean_shim@hotmail.com:
  182. Oh my gosh, so you work from home too?
  183. Sarah:
  184. Office! I don’t work twenty-four seven but the chat is available.
  185. Sarah:
  186. Sorry!
  187. sean_shim@hotmail.com:
  188. Oh ahah, got it. I thought you worked 24-7, wouldve been insane haha
  189. Sarah:
  190. Nooooo!
  191. sean_shim@hotmail.com:
  192. How late do you stay in the office is what I should've asked haha
  193. Sarah:
  194. Oh! Haha sorry! A bit more for me.
  195. sean_shim@hotmail.com:
  196. Ah okay, i guess you're just staying with me until your done :P
  197. Sarah:
  198. Still got longer than that haha. Your computer is all set, correct?
  199. sean_shim@hotmail.com:
  200. Fair enough. Im not sure where to update the OS though
  201. Sarah:
  202. https://itunes.apple.com/us/app/os-x-el-capitan/id1018109117?mt=12
  203. Sarah:
  204. This should link you to it.
  205. sean_shim@hotmail.com:
  206. Awesome! It's downloading
  207. Sarah:
  208. Ahh! Good to hear.
  209. sean_shim@hotmail.com:
  210. Now just to learn how to use a Mac ahah
  211. Sarah:
  212. I think this helps, https://www.apple.com/support/macbasics/ if you want to play with it a bit. After a while, all interfaces tend to have a similar layout, it just takes a moment to get used to them.
  213. sean_shim@hotmail.com:
  214. Oh great, I'll check that out. Thank you!
  215. Sarah:
  216. No problem. I’m happy to try and help.
  217. sean_shim@hotmail.com:
  218. You definitely helped (Y)
  219. Sarah:
  220. I’m glad to have assisted. Do you have any other questions for me today?
  221. sean_shim@hotmail.com:
  222. I think that's all. Thanks so much for everything! And thanks for the awesome conversation, it was a pleasure :D
  223. Sarah:
  224. You have been fantastic! Thank you for your time. Have a fantastic day!
  225. sean_shim@hotmail.com:
  226. Thank you, you too!
  227. Sarah:
  228. I will, thank you!
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