Her MacBook pro wouldn't turn on. It was less than a year old and she paid for AppleCare+ so she was told it would be covered under warranty.
She got a call to pick it up and when she arrived she was told there was internal water damage and she had to pay $450. Also that the screen was scratched and they would replace it when the part came in. Her screen was not scratched when she dropped it off.
But she noticed her stickers were gone and the shell was all scratched on the top and bottom.
She asked someone if this was even her laptop and they checked and ensured her it was and the shell had to be replaced and that's why her stickers were gone but the shell wasn't new as it was all scratched.
Then she asked why the background would have changed and they told her they had to reset everything and she lost all of her files.
She was devastated as they said they would call and discuss options if it came to that.
They said they could undo the repair and she could take it somewhere else but if Apple can't recover the files then no one else would be able to recover them.