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Dear AppleStore, Amsterdam,

Following my recent visit to the AppleStore Genius bar in Amsterdam to help resolve a Mac OS X 10.8 upgrade issue with my Mac Mini server (mid 2011), I am annoyed, frustrated and disappointed at the level of customer support I received.

Outline of issue.

Lion 10.8 upgrade on 2011 MacMini server i7 with 10.7.5 installed. I get the following error installing 10.8 from a boot USB 'OS X can't be installed on the disk because a recovery systems cant be created. I do not want to use the merge disk via command line, and be forced to blow away both the recovery and boot partitions.

Course of Actions

Contacted Apple Support Forum for help

Calculating status...whistler_247Aug 6, 2013 1:53 PMI simply want to updgrade. Creating a boot from the app store version of ML provide the above error. I do not want to lose data for an upgrade, so do not want to follow this fixhttp://osxdaily.com/2011/06/30/deleting-the-mac-os-x-10-7-lion-recovery-hd-parti tion/. It's ridciulous Apple have made it so difficult to do something so simple. Help!Mac mini, Mac OS X (10.7.5), Running 10.7.5 ServerI have this question too (0)ReplyCategories: Installation & Setup

Level 9 (75,770 points)Linc DavisHT4718 Re: Lion 10.8 upgrade on 2012 MacMini i7 with 10.7 Server installed. I get the following error installing 10.8 from a boot USB 'OS X can't be installed on the disk because a recovery systems cant be created. I do not want to use the merge disk command lAug 6, 2013 3:38 PM (in response to whistler_247)See the heading "What to do if the installer warns that no Recovery System can be created" inthis support article.This solved my questionThis helped meLike (0)Reply

Level 1 (0 points)whistler_247HT4718 Re: Lion 10.8 upgrade on 2012 MacMini i7 with 10.7 Server installed. I get the following error installing 10.8 from a boot USB 'OS X can't be installed on the disk because a recovery systems cant be created. I do not want to use the merge disk command lAug 8, 2013 2:45 AM (in response to Linc Davis)Linc,

Thanks for the help. I tried the worksround as suggested in the article, first created a USB boot drive (64GB USB stsick) then installing OSX 10.8 onto the the USB drive, I then booted into the fresg 10.8 on the drive, downloaded 10.8 from the app store again, then installed it again, this time on my normal boot drive. It appears to be installing then I get the same can not create recovery drive error? Not sure what else to try? Any suggestions are appreicated. This solved my questionThis helped meLike (0)Reply

Level 1 (0 points)whistler_247HT4718 Re: Lion 10.8 upgrade on 2012 MacMini i7 with 10.7 Server installed. I get the following error installing 10.8 from a boot USB 'OS X can't be installed on the disk because a recovery systems cant be created. I do not want to use the merge disk command lAug 8, 2013 2:48 AM (in response to whistler_247)Linc,

One more thing to add my normal 10,7 bot drive, has two 500GB drives installed, one for the boot OS and the other for timemachine. I have not turned timemachine off, but wouldn't expect this to be a probelmThis solved my questionThis helped meLike (0)Reply

Level 1 (0 points)whistler_247HT4718 Re: Lion 10.8 upgrade on 2012 MacMini i7 with 10.7 Server installed. I get the following error installing 10.8 from a boot USB 'OS X can't be installed on the disk because a recovery systems cant be created. I do not want to use the merge disk command lAug 8, 2013 2:55 AM (in response to Linc Davis)Last login: Thu Aug 8 11:50:53 on ttys000Rakeshs-Mac-mini:~ raks$ diskutil list/dev/disk0#: TYPE NAME SIZE IDENTIFIER0: GUID_partition_scheme *500.1 GB disk01: EFI 209.7 MB disk0s12: Apple_HFS Time Machine 499.8 GB disk0s2/dev/disk1#: TYPE NAME SIZE IDENTIFIER0: GUID_partition_scheme *500.1 GB disk11: EFI 209.7 MB disk1s12: Apple_HFS My Stuff 499.2 GB disk1s23: Apple_Boot Boot OS X 650.0 MB disk1s3/dev/disk2#: TYPE NAME SIZE IDENTIFIER0: GUID_partition_scheme *4.0 TB disk21: EFI 209.7 MB disk2s12: Apple_HFS My Book Studio 4.0 TB disk2s2/dev/disk3#: TYPE NAME SIZE IDENTIFIER0: GUID_partition_scheme *62.9 GB disk31: EFI 209.7 MB disk3s12: Apple_HFS USB 62.0 GB disk3s23: Apple_Boot Recovery HD 650.0 MB disk3s3Rakeshs-Mac-mini:~ raks$ ›

My disk set upThis solved my questionThis helped meLike (0)Reply

Level 1 (0 points)whistler_247HT4718 Re: Lion 10.8 upgrade on 2012 MacMini i7 with 10.7 Server installed. I get the following error installing 10.8 from a boot USB 'OS X can't be installed on the disk because a recovery systems cant be created. I do not want to use the merge disk command lAug 8, 2013 3:33 AM (in response to Linc Davis)One more thing to add. I have also now tried to re-install 10.7 via Internet recovery mode. This start to install but the gives the same error? So i can't even re-install 10.7, which I thought might help refresh the recovery partition, let alone 10.8? Frustrating. Help!This solved my questionThis helped meLike (0)Reply

Level 9 (75,770 points)Linc DavisHT4718 Re: Lion 10.8 upgrade on 2012 MacMini i7 with 10.7 Server installed. I get the following error installing 10.8 from a boot USB 'OS X can't be installed on the disk because a recovery systems cant be created. I do not want to use the merge disk command lAug 8, 2013 7:50 AM (in response to whistler_247)Not sure what else to try?

Did you partition the internal drive as directed in the support article?This solved my questionThis helped meLike (0)Reply

Level 1 (0 points)whistler_247HT4718 Re: Lion 10.8 upgrade on 2012 MacMini i7 with 10.7 Server installed. I get the following error installing 10.8 from a boot USB 'OS X can't be installed on the disk because a recovery systems cant be created. I do not want to use the merge disk command lAug 8, 2013 9:43 AM (in response to Linc Davis)Linc,

Yes I selected 1 partition as per the directions, GUID, Max OS Journeled (Extended).This solved my questionThis helped meLike (0)Reply

Level 9 (75,770 points)Linc DavisHT4718 Re: Lion 10.8 upgrade on 2012 MacMini i7 with 10.7 Server installed. I get the following error installing 10.8 from a boot USB 'OS X can't be installed on the disk because a recovery systems cant be created. I do not want to use the merge disk command lAug 8, 2013 10:21 AM (in response to whistler_247)If you can't install onto a freshly partitioned drive, then something is wrong with the drive, or with the computer, or with the installer. I suggest you make a "Genius" appointment at an Apple Store. It's a free service.This solved my questionThis helped meLike (0)Reply

Level 1 (0 points)whistler_247HT4718 Re: Lion 10.8 upgrade on 2012 MacMini i7 with 10.7 Server installed. I get the following error installing 10.8 from a boot USB 'OS X can't be installed on the disk because a recovery systems cant be created. I do not want to use the merge disk command lAug 8, 2013 1:24 PM (in response to Linc Davis)Linc,

Perhaps I did not explain myself very well. The newly partition USB drive, takes 10.8 fine. Installs perfectly. The problem is when I re-install from the USB drive booted 10.8 OS, and target my normal SSD drive on my Mac Mini, it runs through the install process get to about 30% and then same recovery drive error occurs. The same is true when I boot into recovery via the internet and re-install 10.7, around 30% install the error occurs. I have booked an appointment at the Genius bar for Saturday, but hoping I can solve the probelm before then. Any other suggestions are very apprciated.This solved my questionThis helped meLike (0)Reply

Level 9 (75,770 points)Linc DavisHT4718 Re: Lion 10.8 upgrade on 2012 MacMini i7 with 10.7 Server installed. I get the following error installing 10.8 from a boot USB 'OS X can't be installed on the disk because a recovery systems cant be created. I do not want to use the merge disk command lAug 8, 2013 3:06 PM (in response to whistler_247)It sounds like the SSD is malfunctioning.

2. Genius bar visitGenius ran upgrade, same errorGenius ran upgrade from Network boot drive - same errorGenius deleted main boot drive with my permission (as I have Time Machine installed on secondary drive), re-partitioned, and started clean install of 10.8, same errorGenus ran MRI scan - all h/w checked out fineAdvised to book in for further investigation - Genius note 3rd party Ram used (purchased from Crucial Memory), advised that Apple engineer would test upgrade with official Apple ram first to check if 3rd party ram is the issue. Specific note made on Work Authorisation docket, not to touch, and to be extra careful of time machine drive. Genius also incorrectly stated on work authorisation docket, that drives were also 3rd party - not correct official apple drives. Mac Mini booked in for investigation pending contact for next steps3. email from Genius Bar AmsterdamFurther troubleshooting diagnosed Logic board needs to be replaced for a total cost of €176.66. Visited AppleStore to confirmed authorisation of repair. No explanation given, why logic board required repair.

4. Call from AppleStore engineer, now advising on changing the Ram to Apple Ram and installing of 10.7.5 works fine - not what I asked for, the issue is related to upgrade to 10.8 and the 'no recovery drive can be created' error. I asked how this confirms that the original RAM was defective - no response. I then ask about the upgrade to 10.8 - was told that 10.7.5 installed correctly therefore there should be no issue with 10.8 upgrade, which makes not sense since this is the issue that needs to be validated, and engineer failed to check and confirm if the issue still exists. Then conversation goes further, and I am told that an error occurred on restoring the main drive and my Time Machine instance was wiped as result. When asked for the error code - no response. The basic troubleshooting and understanding of the original issues is unbelievable poor. The technical ability is also incredibly poor as the engineer was not aware that installing (via imaging s/w) a clean version of 10.7.5 would wipe all drives, and as a result unnecessarily my time machine and all my data. This was clearly stated in work authorisation sheet to be careful and to leave intact.

5. Follow up visit in Apple store to see what could be done after my TimeMachine drive and my main drive had been wiped. I asked for the manager of the store and introduce to 'Chris'. Explained to Chris, the issue and and the catalogue of incompetence. He went away to investigate, on return, I got a lecture on backing up my data externally, totally missing the point of the level of mistakes that had been made. I was also accused of using illegitimate software on my MacMini, on the basis I had a Jailbroken iPhone, and that could be the root cause. Flabbergasted at this new level of insult to injury, I decided I did not want talk to Chris further, given his customer services skills were found lacking. i asked for my MacMini to returned. An engineer then appear with my MacMini, so insisted that he show that it working. On booting with a mini display monitor, and then a thunderbolt monitor the machine failed to boot. He advise that he would need to look into it further and call me when he had it working.

6. Engineered called a day or so later, to confirm that the MacMini with my original RAM was in fact, in good working order, with 10.7.5. I questioned that still did not prove I would be able to upgrade the Mac to 10.8, so asked him to do so. He agreed and went ahead, with a clean install of 10.8, assuring me that all h/w and s/w tests came up clean, and the Mac would be ready to pick up the next day. On picking up my MacMini, I asked for the Manager again. This time I was greeted by 'Occo'. Explained to Occo the farcical events, and that I now have my MacMini back with no data loaded at all. More to the point my girlfriend had lost all her University course work on the Mac, due to the sheer incompetence of Apple's Genius'. I take on board that a backup on another device or a Cloud environment would have helped, but that still does not excuse the poor service, and tact of your Apple staff. Occo apologised for Chris' behaviour and said it was out of character.

At the end of day, I came to the Genius bar as a last resort to get expert advice. What I got in return is unbelievably poor service, accusations, loss of valuable data that could have so easily been avoided, and a shrug of shoulders, to say, that's the way it goes sometimes. Unacceptable, particularly for someone who has bought many Apple products in the last 10 years. Today alone I own 2xiPads, 2x iPhones, MacMini server, 2x Macbook Pros and an iMac.

I expect a full apology and be compensated, for the time, effort, loss of data, and insults I have incurred.

Product or Service Mentioned: Apple Technical Support.

Location: Amsterdam, North Holland

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