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Wife originally from Philippines forgot her computer when…

Customer Question
Wife originally from Philippines...

Wife originally from Philippines forgot her computer when she came for my daughter’s Dominican Destonation Wedding. So, I purchased another $300.00 computer, so she could keep in touch back home. Well, some how she temporarily developed problems with newly purchased laptop and me %@

Technician's Assistant: What's the brand/model and Operating System (OS) of your laptop?

@ work she too my mac book pro and cesased it’s function simply because of her inability to understand btwn apple and micro soft. Now my beautiful computers cursor ceased, my wireless mouse has been disabled, she somehow activated blue tooth and the swipe cursor pad does nothing. Please help

Technician's Assistant: Anything else you want the Mac Expert to know before I connect you?

Umm, thank you, ***** ***** believe I elaborated what she had, but never had done. This computer was nearly $1,500.00, never should she had touched it. When I asked “what did you do.” Just started pushing Buttons with cursor, great

Submitted: 2 months ago.Category: Mac
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Answered in 4 minutes by:
6/1/2018
Mac Support Specialist: David, Mac Support Specialist replied 2 months ago
David
David, Mac Support Specialist
Category: Mac
Satisfied Customers: 1,753
Experience: BSc H.Dip Apple Certified Professional
Verified

Hi my name is ***** ***** to JustAnswer. I am reviewing your question and will post a reply ASAP.

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Mac Support Specialist: David, Mac Support Specialist replied 2 months ago

As I understand it the computer boots up normally but the mouse cursor will not respond?

Do you have a bluetooth mouse or trackpad, is that why you mention bluetooth?

Do you have access to a USB mouse?

If you don't there are still steps we can try upon restarting the MacBook Pro.

Thank you for your reply in advance.

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Customer reply replied 2 months ago
shipmate, precisely, mouse is an Apple brand new devise
Mac Support Specialist: David, Mac Support Specialist replied 2 months ago

So, correct me if I'm wrong. You have a USB mouse, but even with it the mouse cursor does not respond?

Let's power off the MacBook Pro first of all. Hold the power button until it shuts down.

Then power on, and quickly hold Command + Options + P + R keys.

You need to hold all 4 keys very quickly after pressing the power button.

Then keep holding, after about 20 seconds you will hear a second startup chime.

After you hear the second startup chime, release the keys.

Now let me know if your cursor springs back to life. Many thanks.

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Customer reply replied 2 months ago
I just presented correct payment info, accepted. Why am I spending $$$ wh need help with a extremely spends unit bought from you? Crazy
Mac Support Specialist: David, Mac Support Specialist replied 2 months ago

You are misunderstanding this website. We are independent experts, this is not Apple Inc.

When you buy a computer from Apple you get 14 days within which time you get 1 support incident.

After that a support incident with Apple support is around $80.

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Mac Support Specialist: David, Mac Support Specialist replied 2 months ago

We can continue with this text based support, but the Premium Support is a one-off extra payment if you want phone support.

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Mac Support Specialist: David, Mac Support Specialist replied 2 months ago

I'm sorry for the misconception.

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Mac Support Specialist: David, Mac Support Specialist replied 2 months ago

Let me know if you can get 2 startup chimes from the MacBook Pro, and if it fixes the issue.

Many thanks in advance.

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Customer reply replied 2 months ago
Inadertantly hit cancel, sorry. Possible to retrieve info!
Mac Support Specialist: David, Mac Support Specialist replied 2 months ago

Which info sorry?

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Mac Support Specialist: David, Mac Support Specialist replied 2 months ago

If payment on the Secure Remote Assistance is failing I would recommend giving the credit card company a quick phone call.

It sometimes happens that they put a block if they think it's fraud. IT would take them a minute or two to fix it.

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Customer reply replied 2 months ago
On IPad now. Got started screw to J.O.B. Thanks for trying, will contact for hopeful resolve at employment end today. FYI, all info submitted was factual and current. I have maintained that same card l dinosaurs (lol). We’ll give another round later, all required info was coming thru on iPhone, perhaps later iPad if possible more feasible. Thanks, ***** ***** had not been charged yet, my Mac Pro is totally confused and I need this investment. Thanks, ***** ***** up later.
Customer reply replied 2 months ago
Umm, K?
Mac Support Specialist: David, Mac Support Specialist replied 2 months ago

You're very welcome. As I said, this is probably a temp block on card, a quick call to credit card company will unblokc and you can request Premium Service (phone call support) again later.

Let me know I am just starting my day (Lisbon, PT) and will be here all day.

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Customer reply replied 2 months ago
David, upon my workday end, will personally request you, promise. Approx 14:30
Mac Support Specialist: David, Mac Support Specialist replied 2 months ago

No problem! No need to open a new question and personally request me, just reply on this one later on works. Have a good day!

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