A couple weeks ago Vellum's James Pinkstone wrote on his blog that Apple Music and iTunes Match deleted 122 GB of his personal music collection. The post kicked off a wave of speculation about whether Apple Music intentionally deletes users' music. Apple eventually confirmed that the deletion was a glitch and that a fix was incoming. Today, Pinkstone wrote a blog post detailing how two Apple engineers named Tom and Ezra visited his home to try to recreate the problem.

itunes_match_2015
Before they arrived, Pinkstone said that Apple told him a couple of things: Amber, the Apple Support Representative who told him the music deletion glitch was a "feature" functioning as intended, was mistaken and the company was convinced the issue wasn't user error.

The engineers spent the day at Pinkstone's house researching the issue, telling Pinkstone to use Apple Music, iTunes and his personal library as he would in the past. The next day, Tom returned to collect the data logs and cleared any evidence of him being on the laptop. Apple's engineers weren't able to recreate the problem, though Pinkstone notes that they did think the issue was a glitch that needed to be combatted. Yesterday's iTunes 12.4 update includes safeguards to protect users from the music deletion bug.

Through an external drive connected to my laptop, we were now using a specialized version of iTunes in the hopes that the deletion would again occur; an idea that we knew may not pan out, since I’d had Apple Music for eight months before that first mass deletion. If something did go wrong, though, this version of iTunes would document what happened in more detail than the consumer version could.

Pinkstone's Apple engineer visit is a good example of how far the Cupertino company will go to try to correct bugs in its products. MacRumors has heard several reports of Apple sending out engineers to the homes of users experiencing unique problems in an attempt to research them for fixes. The entire visit can be read about on Pinkstone's blog.

Top Rated Comments

ZacNicholson Avatar
64 months ago
Men In Black coming to your house now to tell you, you don't have a problem. You're just using it wrong
Score: 18 Votes (Like | Disagree)
longofest Avatar
64 months ago
Damn.... AppleCare has gotten a lot better since I last needed to use it.
Score: 17 Votes (Like | Disagree)
rtomyj Avatar
64 months ago
Even macrumors users can ruin this story. The negativity is truly a pain in this site.

On topic: this is phenomenal. The guy lost loads of data and Apple saw that, sympathized and took responsibly. More companies should be like this. Google. Sam, Microsoft, keep your eyes open.
Score: 14 Votes (Like | Disagree)
pushingrobot Avatar
64 months ago
Now that's service.
Score: 10 Votes (Like | Disagree)
Mactendo Avatar
64 months ago
Oh, no, you must protect the music though! This dude lost his Taylor Swift discography!
Next blog post:
Taylor Swift visited customer's house and re-recorded all of her songs. :D
Score: 9 Votes (Like | Disagree)
kas23 Avatar
64 months ago
This story sounds like complete *********. Sending out 2 engineers because some dude had some of his music deleted? Really? Then they conveniently erased all trace of them being there. Oh, how cute. They must've come in black Suburbans too. Someone is definitely getting their blog hits now.
Score: 8 Votes (Like | Disagree)

Top Stories

flat imac 3d 3 teal

Reliable Leaker Hints Redesigned Colorful iMac to Debut at 'Spring Loaded' Event

Saturday April 17, 2021 4:43 am PDT by
Reliable leaker known as l0vetodream has hinted that Apple may debut its rumored redesigned and colorful iMac at its "Spring Loaded" event on Tuesday, April 20. In a tweet, the leaker posted an image of Apple's logo used for marketing the upcoming event and an image of the retro rainbow Apple logo alongside the colorful lineup of G3 iMacs. Apple leaker Jon Prosser previously reported that...
third gen Apple pencil leaked video

Video of Alleged Third-Generation Apple Pencil Leaks Ahead of Apple Event

Friday April 16, 2021 6:13 am PDT by
A video purporting to be of the third-generation Apple Pencil has today been shared online, showing a glossy finish that mirrors previous leaks. New ✏️ ready to 🚢 #AppleEvent @TommyBo50387266 pic.twitter.com/s4RCDwDi5M— 漢尼斯·拉斯納 🇨🇳 (@ileakeer) April 16, 2021 The brief video from Twitter account @ileakeer, spotted by 9to5Mac, shows an Apple Pencil with a glossy finish much like the...
important battery message iphone 11

Some iPhone 11 Users Seeing Increased Battery Health Percentages After iOS 14.5 Recalibration Process

Friday April 16, 2021 6:32 am PDT by
In the sixth beta of iOS 14.5, Apple introduced a recalibration process for the battery health reporting system on the iPhone 11, iPhone 11 Pro, and iPhone 11 Pro Max to address inaccurate battery health estimates for some users. Apple said this process might take a few weeks to be completed, and now that two weeks have passed since the sixth beta of iOS 14.5 was released, some users are...
apple event particularly innovative article

Gurman: Apple's 'Spring Loaded' Event Won't Feature Anything 'Particularly Innovative'

Thursday April 15, 2021 1:30 am PDT by
Bloomberg's highly-respected Mark Gurman says that he expects nothing "particularly innovative" or "extraordinary" to launch at Apple's "Spring Loaded" event next week, Tuesday, April 20. Gurman made the remarks during an interview for Bloomberg Technology, in which he reaffirmed that Apple will launch a new 11-inch and 12.9-inch iPad Pro, with the higher-end model featuring a brand new...
Top Stories 57 Feature

Top Stories: Apple Event Next Tuesday, Mini-LED iPad Pro, iPhone Rumors

Saturday April 17, 2021 6:00 am PDT by
It feels like we've been waiting forever for new Apple products, but the wait is almost over as Apple has announced a media event for next Tuesday, so make sure to tune into MacRumors for full coverage of everything Apple announces. While that was the big news this week, we also got some new details on Apple's iPhone plans for 2022 and 2023 courtesy of analyst Ming-Chi Kuo, and we also saw...
apple event spring loaded

Apple's 'Spring Loaded' Event Officially Announced for Tuesday, April 20

Tuesday April 13, 2021 9:04 am PDT by
Following an overnight leak by Siri, Apple today officially announced that it will be holding a special "Spring Loaded" event on Tuesday, April 20 at 10:00 a.m. Pacific Time at the Steve Jobs Theater on the Apple Park campus in Cupertino, California. As with all of Apple's 2020 events, the April 2021 event will be a digital-only gathering with no members of the media invited to attend in...
maxresdefault

Hands-On With Anker's MagSafe-Compatible Battery Pack

Thursday April 15, 2021 9:39 am PDT by
Anker, a company known for its range of accessories designed for Apple products, recently came out with one of the first MagSafe-compatible battery packs, so we thought we'd check it out to see how it compares to a standard battery pack. Subscribe to the MacRumors YouTube channel for more videos. Design wise, Anker's power bank looks like a typical battery pack, but it has magnets built in...
iphone 13 pro max cads eap

iPhone 13 Series CAD Leaks Reveal Larger Camera Dimensions

Friday April 16, 2021 1:53 am PDT by
Information and alleged CADs of the upcoming iPhone 13 series, shared in a video from EverythingApplePro, indicates that Apple plans to make this year's iPhone camera module significantly bigger, likely to make way for larger sensors and sensor-shift stabilization. According to the CADs shared in the video, the iPhone 13 mini, Pro, and Pro Max camera module will all be a "perfect square."...
jaguar car homekit

User Adds Car to HomeKit for In-App Controls and Automations, Showing Future Potential

Thursday April 15, 2021 6:17 am PDT by
Blogger Siobhán Ellis has successfully integrated their electric car into their Apple HomeKit setup, adding in-app toggles for door locking, climate control, and more. The setup, which is outlined in detail on the blog Practical HomeKit, allows multiple elements of a Jaguar I-Pace electric vehicle to be monitored, controlled, and automated using the Home app. Using a HomeBridge plugin for ...
siir apple event april 20

Siri Reveals Apple Event Planned for Tuesday, April 20

Tuesday April 13, 2021 12:04 am PDT by
Siri has apparently prematurely revealed that Apple plans to hold an event on Tuesday, April 20, where the company is expected to reveal brand new iPad Pro models and possibly its long-awaited AirTags trackers. Subscribe to the MacRumors YouTube channel for more videos. Upon being asked "When is the next Apple Event," Siri is currently responding with, "The special event is on Tuesday, April...