BitLocker drive encryption turned on after repairing a warranty Asus laptop in the dealership service

Hello Ferenc Suhajda,

based on the information you have provided, it is possible that the BitLocker encryption was turned on during the repair process due to changes made to the hardware components of the laptop. BitLocker is designed to protect data on a device by encrypting the hard drive, and any changes to the hardware components can trigger the encryption process.

It is also possible that the dealership service may have turned on BitLocker as a security measure to protect the data on the device during the repair process.

In any case, the recovery key for BitLocker should be available in the Microsoft account associated with the device. If the customer is having difficulty accessing the recovery key, they can contact Microsoft support (Contact Us - Microsoft Support) for assistance.

Have a nice day.

Best regards,

Lei

Dear Lei,

Thank you very much for your reply. However, the answer is not related to my questions.

To me, this answer resembles administration in Hungary. I called last week, then someone answered and promised to answer in writing. Not happened. I called again today, the operator spoke to me in a casual manner, her style was instructive. She hung up the phone without a thank you. This administration is counter-productive. It does not solve the problem and does not help to understand it. The Laptop.hu Ltd. is a Microsoft Gold Certified Partner. Yet no one helps.

I will try again:

• Does replacing a keyboard and plastic pieces really activate BitLocker? If so, why?
• BitLocker encryption is available on supported devices running Pro, Enterprise, or Education editions of Windows 10 or 11. Source: https://support.microsoft.com/hu-hu/windows/eszk%C3%B6ztitkos%C3%ADt%C3%A1s-a-windowsban-ad5dcf4b-dbe0-2331-228f-7925c2a3012d
• If so, then on this device, with a factory pre-installed Windows 10 Home, how is bitlocker encryption? - What did our customer not pay attention to during the two years of use?
• Just in parenthesis, but I definitely ask why the drive encryption is activated after a BIOS update or a Windows update. There was no hardware replacement. The SSD/HDD is in the same laptop. The serial number hasn't changed either. Then why?

I know for sure, and Microsoft also makes it clear:

On supported devices running Windows 10 or later, BitLocker will be turned on automatically the first time you sign in to a personal Microsoft account (such as @outlook.com or @hotmail.com), or your work or school account. BitLocker is not automatically turned on with local accounts, but you can turn it on manually in the Manage BitLocker tool.

• In this case, did the Customer turn on this function? By accident or on purpose?
• But, if Windows 10 Home does not include this function by default, then what could have happened? I emphasize: it could have happened. Because only the Customer can know the exact answer, I just ask you: what could have happened?

Our Client does not cooperate with us at all. It's not your problem, it's ours. The situation is so serious, I am trying to quote exactly from the Customer's letters:

• Please restore the machine in the same format and let me know when they are ready, just deactivate the bitlocker according to these, or remove it, then it will be usable again. Bitlocker was not requested in the service request, the service should not have done this, and I am still powerless in this matter. You must restore and correct this error. Your competence. Let me know when it's ready, I'll check it and let the legal representative know that it's resolved. Thank you for your understanding.
• Unfortunately, I cannot unlock Bitlocker, I did not receive the machine back in the same form as it was delivered. There was no quality control, they intended to return it in a different format. This is also the position of the legal representative, that it is your duty to restore this. The service would only have used external intervention, but the software part was damaged. The repair and costs of this cannot be passed on to the customer and the repair of this must be arranged. Thank you for your understanding and confirmation when this is done. The damage will continue until then.
• The problem is clear: the service involved the external hinge of the computer, without any software intervention. Bitlokcer was installed, which affects the software part and you cannot log in to the machine. Bitlocker was not on it. This was not communicated, ordered. The machine is not in the same condition as it was delivered. What is requested is that this be restored today. If it doesn't work, they will confirm that they cannot return it in the same form as it was submitted, in which case I will send a notice and compensation with the help of a lawyer.

And we have already received at least ten letters with this content from our Client.

I am again asking you to help me solve the problem correctly and understand the situation. Professionally. This cannot be done with a letter like the one I received from you. If we don't understand why it might have happened, we can't even give a clear, clear answer to the Customer's complaint. This software was not created by me. We sell it. Your software. It is expected that they will provide assistance in understanding the operation. If there is a problem, you provide professional, official information that can help solve and understand the problem.

I underline: we wouldn't be here if you really felt the magnitude of the problem, if the Hungarian Microsoft Customer Service behaved satisfactorily with its customers (doesn't interrupt the conversation, answers my questions in writing, ect...) There is no justification for the didactic tone adopted by Microsoft Customer Service. She was talking in a condescending manner wit me.

Thank you very much for your help, I look forward to your respectful reply and also to your understanding: I want to help our client and give an accurate answer.

Best regards,

Frank from Laptop.hu Ltd. service

Hi Frank,

apologize for any frustration or inconvenience caused by the previous response. I will do my best to provide clear and factual answers to your questions.

Regarding your first question, replacing a keyboard and plastic pieces should not activate BitLocker encryption. BitLocker encryption is tied to the device's hardware configuration, such as the motherboard and CPU, and should not be affected by replacing peripheral components like a keyboard.

As for your second question, Windows 10 Home does not include BitLocker encryption by default. It is possible that the customer manually enabled BitLocker encryption or that it was enabled through a Windows update or other software installation. Without more information about the device's configuration and history, it is difficult to determine the exact cause of the BitLocker activation.

Regarding the customer's request to restore the machine and deactivate BitLocker, this may be possible through the Manage BitLocker tool in Windows. However, if the BitLocker encryption was enabled through a personal or work/school account, the customer may need to provide the recovery key or contact their IT administrator to disable it.

I understand that this is a complex and frustrating situation for both you and your customer. If you have any further questions or concerns, please contact Microsoft Support team (Contact Us - Microsoft Support), who is able to provide you with a more professional and more effective response.

Kind regards,

Lei