AASP refuses to honour keyboard recall because of dent on corner of MacBook

[Fun.gus]

Hi All,

May someone help me clarify how to move forward with a repair on my MacBook 12" 2015. I sent it in to have the keyboard serviced because keys are repeating and some have completely seized but the service provider is now saying I am to pay for the service because of a dent to the corner of the case.

The dent happened years before the keys began to fail and have no link to the hardware failure plaguing the keyboards. There are no other hardware issues on the MacBook and it passed diagnostics.

Does all of this make sense or can I get in contact with Apple to follow up?

 

[Audit13]

I suggest taking it to an actual Apple store if possible.

 

[chrfr]

Does all of this make sense or can I get in contact with Apple to follow up?

The Apple support page about the keyboard repair says: "Note: If your MacBook or MacBook Pro has any damage which impairs the service, that issue will need to be repaired first. In some cases, there may be a cost associated with the repair."
Of course, in this case the repair for the dent is the same as for the keyboard problem: replacement of the top case. You should contact Apple's customer service directly, but you may be out of luck and will have to pay for the repair.

 

[lambertjohn]

Hi All,

May someone help me clarify how to move forward with a repair on my MacBook 12" 2015. I sent it in to have the keyboard serviced because keys are repeating and some have completely seized but the service provider is now saying I am to pay for the service because of a dent to the corner of the case.

The dent happened years before the keys began to fail and have no link to the hardware failure plaguing the keyboards. There are no other hardware issues on the MacBook and it passed diagnostics.

Does all of this make sense or can I get in contact with Apple to follow up?

With this issue, Apple is essentially fixing two problems with one repair, and one of those problems is your fault. I would suggest you offer to share the cost with them. Just tell them, "yeah, I caused the dent in the corner, and I'm happy to help pay for that portion of the repair if you guys would go ahead and fix the keyboard too." Be up front with them. Take the blame. Be humble. Maybe they'll come back and throw you a solid with a free repair for both problems. Or maybe not. I do agree with the other poster, take it into a brick and mortar corporate Apple store and talk to a human being, face-to-face. You'll get way better results that way.

 

[Lammers]

In my view the dent is irrelevant, push Apple to do the repair on the keyboard that they have recognised is faulty.

I had Apple replace a smashed screen on an iPhone 6 or 6S for no cost because the device was also suffering from the known issue with the front-facing camera alignment that is a warranty repair.

 

[Brookzy]

The problem with AASPs is that they just have to follow the rules that are imposed on them. Apple won't pay them for the repair because there is pre-existing damage. An actual Apple Store may have more discretion here.

 

[pika2000]

Yes, Apple has this strange policy that many authorized service provider follow to a fault.
I had a screen problem with my MacBook Air with Apple care, and an Apple authorized service provider refuse to cover it without pay because the body of the laptop had a dent (nothing to do with the lid or screen). I then had a chat with Apple support, and the Apple support put a note in my file to allow repair. Went back to the AASP and they finally took my MacBook Air to replace the screen.

My suggestion is to try chatting with an Apple support as they tend to be more lenient.

 

[JamesGoodman]

The problem with AASPs is that they just have to follow the rules that are imposed on them. Apple won't pay them for the repair because there is pre-existing damage. An actual Apple Store may have more discretion here.

I've had nothing but trouble with my 12 MacBook (first a 2015, which was replaced by Apple with a 2017 MacBook a year ago). But I've also had nothing but sympathy, understanding, and free service.

I too would take it to a store, where specialists and especially supervisors have the power to interpret the rules a little more liberally. The problem for the poster is that the impact that caused the dent very well could -- in theory, I am not say did but could -- damage the keyboard. Just as it could -- I've seen it-- on a MacBook Air, which had a much sturdier keyboard.

Take it in and calmly explain your plight.