Jessa Jones CORRECTS Apple on data recovery and gets BANNED!

st john's newfoundland is the home of josephine and dave billard they are avid world travelers last year the couple was able to take the trip of a lifetime spending five months on a voyage from greece through europe and finishing in norway occasionally posting a few photos to facebook norway look at that fjords santorini but the billers never got around to backing up the rest of the thousands of images they took with their iphone when they got back to newfoundland last summer and went for a canoe ride on this pond near their property disaster struck when we pushed off and you were in the bow and my foot was off center i i i didn't hit dead center slightly off center we sent it that way and then we both corrected the wrong way and over we went so we flipped the canoe the phone went in the pond and went right to the bottom i would say we were in four or five feet of water but it's amazing how your mind flicks automatically too oh my gosh my data my phone yeah well there were lots of pictures [Music] in a panic josephine contacted apple and asked what could be done to recover her thousands of precious photos we were shocked and surprised that of course that the iphone people than apple can't help you know that they appeared to have no they hadn't they virtually had no interest really in in they'd like to sell you a new phone right away but they don't they don't really care so much about the data and we were more concerned about the data [Music] josephine visited other small repair shops in st john's but no one was able to help her finally she visited this small company that gave her the name of an expert three thousand kilometers away near rochester new york i was very doubtful but i tried to have hope that we would get them back but i was in my heart i really didn't think i would ever see those photos other than in my mind's eye truthfully [Music] this is honeoye falls new york 30 kilometers outside of rochester the home of ipad rehab a small business run by jessa jones many of her customers are surprised to discover that jessa holds a molecular biology ph.d from the johns hopkins school of medicine maybe it's just she studied human genetics when she moved here and started a family she somehow started fixing ipads and iphones now i apply the same sort of analytical reasoning skills and working with things that are really really small that have no user manual so now i try to fix iphones figure out how they work and how to get them to turn back on when they stop working finally you might wonder how a molecular biologist ended up in this line of work jessa and her husband jeff have four children including twins one day jessa was missing her cell phone at home and discovered that the kids were playing with it and somehow dropped it into the toilet i tried to plunge it out tried to auger it out hey google how do you how do you take a toilet out of the house time to get mommy's phone carried it out and put it in the front yard one baby two babies we're ready and then i got a sledgehammer and i sledge hammered it look at that there was my iphone joan sacrificed her 100 toilet for a phone that cost several times that amount then she went on the internet and taught herself how to repair iphones she studied electronics and micro soldering and eventually figured out how to repair her phone once she figured that out she started passing on her skills to other stay-at-home moms in her neighborhood and realized there was a business opportunity here i think that women in general are very good at repair you know they they tend to have the sort of you know kind of ability to to be very to be very gentle and yet at times apply enough pressure to get things to move around they're they're appropriately cautious but also aggressive and some of those are kind of skills that you develop being a mom when the billard's water damaged iphone arrived from newfoundland it presented a challenge we recorded as jessa called them on facetime to share some news hi you sent me a phone that's been driving me crazy since august there's about 8 000 pictures on there which mean quite a lot to me yes i can imagine because i can tell that your trip looks amazing oh my god you got you got my pictures oh my god so we have all your pictures that is happening yes so it's all recovered and there were thousands of them i grieved over those pictures oh no and i grieved over those because i did not think it was possible to get them back you made my day all right that's what i love to hear all right bye-bye have a good night thank you those are the best moments of my job it turns out that the advice the billards got from apple about how their pictures were not recoverable is not at all unusual the most common answer and i hear this from customers all the time is there is no way to get your pictures from your iphone if it won't turn on it's it's heartbreaking it's absolutely heartbreaking because it is absolutely not true most toilet phones you know common family water accidents most of those are recoverable in your experience what percentage of phones in that condition can be recovered 95 really all right there we go do we have touch and she is so sure she charges 300 only if she can get the data back so it's good news you're lucky wes you're lucky you skated by on that one apple makes a show of helping people with troubleshooting their devices the company runs this online community forum that coaches people to try a restart and not much else they allow people like jessa to offer advice to customers but whenever jessa tells people online that their devices can actually be easily repaired by someone other than apple her advice is quickly removed from the online forum and then she receives this notice your account is currently banned it felt incredibly unfair given how how hard i tried to to follow the rules i've read the terms of use i have followed the terms of used you know to the to the best of my ability and then this is the this is the result they don't want people to know they don't want people to try to fix their phone to recover the data they don't care they they blame you it's your fault we double checked jessa's claims by contacting the apple forum ourselves when we asked what we could do to recover photos from a water damaged phone the answer was nothing they're gone there is no way to recover any data that was on it including the photos that was not already backed up we wrote again to ask if we should try jessa's data recovery service the answer was not unless you have money to burn they can't recover your photos no one can the data is gone we also contacted the official site for apple support and got a similar answer as the photos weren't backed up unfortunately there is no way to recover them when we asked apple about why they provided false information they chose not to respond to find out if everything from here jessa jones says she loves the design of apple products but just wishes the company would adjust its corporate culture everything that apple does kind of goes with that same mindset if you think of them as you know the kind of kid in school that that that says you know hey don't you can borrow my crayons but don't bear down you're just kind of the bossy controlling you know hover mother and and everything they do is just sort of with that attitude i'd like for somebody to just smack them and say you're not the boss of me let's investigate this guy right here for the national i'm terence mckenna in honeoye falls new york all right everybody understand that okay now if you want to know more about the technical details of how jessa jones was able to get that data off the water damage phone we have this extra video on our youtube channel where she explains all of it check it out and while you're there you can subscribe youtube.com cbc the national

Channel: Louis Rossmann

Views: 1,884,280

Rating: 4.9382648 out of 5

Keywords: ipad rehab, jessa jones, iphone data recovery, apple, iphone, data recovery, kiltedtim

Id: LrILfIE9IB4

Length: 9min 36sec (576 seconds)

Published: Mon Apr 01 2019

Reddit Comments

[u/Jessa_iPadRehab]

I am really glad that CBC is shining a light on the bullies at Apple Support Community forum. The 'regulars' there are constantly defaming third party repair while offering no practical advice. All they do is encourage people to waste huge amounts of time at the Genius bar for common well known hardware problems that Apple refuses to fix, while also deleting posts that offer actual help. It is a cesspool for advice, while also the number one Google hit for iPhone Repair.

[u/Jessa_iPadRehab]

The spread of misinformation is continuing even today, right now. https://discussions.apple.com/thread/250274224

[u/IforgotwhatIwasdoing]

Damn that's in NY. Now contemplating mailing in my old iphone that stopped working and they pulled the old 'water damage unrecoverable' trick to get me to buy a new one. So I got an android phone instead.

[u/Jessa_iPadRehab]

Guess what I just did? I posted an answer on Apple Support Community...and it was deleted. The advice that remains on there is "If you did not have backups in either iCloud or iTunes beforehand, then your data is gone. There is no data recovery from a dead device. " And this total lie is marked "Helpful"

https://discussions.apple.com/thread/250274224

[u/Magtranya]

When I worked for Apple care we met with the representative from A data retrieval company and when directly asked we Could refer customers to that or any other data retrieval company but we could not vouch for the services rendered or guarantee any actual recovery will take place

[u/TwStDoNe]

Didnt realize she was local, will have to stop in and see her

[u/drice99]

This is one former  employees experience so take it for that.

My understanding/experience was that we definitely could talk with customers about data recovery. We were never told we could't.

We were however expressly told that we were not data recovery experts and that we were not to attempt or to position that we could do data recovery.

Apple's stance from what I remember is that data is the responsibility of the owner. Apple can/will service the hardware, but accept no liability for the customers data.

[u/[deleted]]

[removed]

[u/Holasic]

I had a similar issue with apple. I update to Mojave and the update failed. I wasn't able to turn my computer on. Everyone from apple said the data was gone and I had to do a fresh install of the OS. I even asked about data recovery.

I used a data recovery software and got everything back, it only cost me $100 and I had some priceless information on my computer like my wedding photos and my music.

I back up my important stuff now both in the cloud and on Time Machine.