I have had the most interesting time getting my backup to show up on my computer after losing another one to theft. I'll be honest. I had my doubts that it was going to happen.
First, I have a hard time replacing a computer that is stolen. It makes me feel like a target. So for months after, I tried to use the computer at work and an old laptop not current enough to be stolen. But there is only so much you can do with a computer that can't update an further, and the banner at the top announces constantly that everything you do is a security risk.
So I bought a modest replacement, and then tried getting into the backup. Nothing happened.
In the meantime, I was a little scared . The thieves may have left the backup, but it seemed like it was doomed. My phone did this weird thing before the robbery, where it stored all the photos on it instead of the computer, and the pictures started fading out, like a Matrix visual, which obviously seemed to me like a corrupt copy. I felt like my pictures from the last 13 digital years were lost.
I went on vacation and when I got back, I booked an appointment with the Genius Bar and brought in my computer and hard drive. I stumped two people, and they did what they could, but in the end they sent me home with a few hundred pictures and advice to call support from home.
A few weeks went by, and I had a few days in a row, so I called. I think I talked to 5 different people until I was sent to the voicemail of a senior advisor in Austin, Texas. It took hours and I felt like I was starting to acceptance the loss of this data. In the end, isn't a clean state a freeing idea? And I went to bed.
The next day I got a call. We started doing things I had no idea what was happening. It was like watching paint dry. I was reminded a few things about myself. I don't like to be a burden. If I felt like I could do something on my own, I would say so, and he would leave me to my own devices, to watch the paint dry, and come back periodically to check on me. But I'm not that patient, and sometimes, instead of waiting for help, I would change something, and have to start back at the beginning again.
I enjoyed the service of this senior adviser. From the beginning, he had an unwavering confidence that we could regain the data. He was never frustrated if something didn't work. He would just find another way. Slowly, as the days and appointments went on, I started to trust this voice . The data was finally starting to show up, and I could see that I was going to get most of the precious pictures that I let go of ever seeing again.
I reflected on my own approach to customer service, and tried to speak less, and imbue confidence more. I stopped fretting, and when one step finished, I didn't feel stressed about whether or not the next would work, because I was confident it would.
So thank you, Apple support, and to that voice in central standard time that led me to recover the memories I thought were lost. Thank you for hope at a time of fear and hurt. It was a tremendous gift.