Apple Now Prioritizing MacBook Keyboard Repairs With Quoted Next-Day Turnaround Time

[MacDonaldTrump]

I returned mine, I got sick of keyboard issues with2018, that was replaced with 2019 which showed kernel issues out of the box.

Refunded after 7 months of troubles.
Will wait to see what sept offers.

May go back to iMac

 

[dlopan]

Buy a used 2013/15. Older keyboards are good. Or get rid the Apple equipment. I have used Dell laptops for years and the commercial grade are excellent and much cheaper than Apple.

 

[throAU]

Here's a real experience from the Glasgow, UK Apple Store - it seems the memo about prioritising keyboard issues for next day replacement hasn't reached them.

This is with a 2018 MacBook Pro. It has had intermittent issues mostly with the space key producing two spaces for each press, but also a few issues like the 'o' key not responding properly sometimes. The issues started when the MacBook was less than 6 months old.

23rd May - Genius Bar appointment (it took me forever to actually find an appointment, there's been hardly any availability for a long time). Agreed to do a repair, but they don't have the keyboard in stock, will contact me.

5th June - keyboard arrives in stock! However I'm go abroad on 11th for 2 weeks, and they say they can't do the repair before I go even if I get the laptop to them straight away. So agree to take it in when I come back.

24th June - return from holiday but part has been released and used in someone else's repair so it needs to be ordered again

8th July - get in to see the Genius Bar and they still don't have the keyboard in stock so order one

12th July - part arrives again; drop laptop off; told they're going to attempt to clean/replace the mechanism first, which will take at least 72 hours, if that fails then they'll replace the whole keyboard which will take 5-7 days /on top of/ the 72 hours.

15th July - told Apple have cleaned & replaced the mechanism on the two switches

16th July - told laptop is ready for pickup & pick up laptop.

So I'm now waiting to see if the issue is resolved or not, but as the problem has been intermittent it's going to be a few days at least before I know, and if it hasn't I will have to go through the whole 'order part' dance again.

Overall I'm going to be most unhappy if the issue hasn't been resolved this time; I'm at the point where I'm likely to return the laptop rather than go through this process again, I've been using a borrowed 2013 MacBook whilst this one was in for repair and it's such a joy using a laptop where I don't have to spend half my time going back and removing extra spaces / full stops that randomly get added.

So, 2 months with a non-fully-functional machine.

If we assume depreciation over 3 years (as per extended Applecare warranty support) that's roughly 5-6% of the expected life of the machine it has been out of action and thus IMHO should be at least 5-6% refund if nothing else. Never mind your lack of productivity, time wasted, etc.

 

[jogu]

So, 2 months with a non-fully-functional machine.

If we assume depreciation over 3 years (as per extended Applecare warranty support) that's roughly 5-6% of the expected life of the machine it has been out of action and thus IMHO should be at least 5-6% refund if nothing else. Never mind your lack of productivity, time wasted, etc.

Yes, indeed - I'm not happy. I'm waiting to see if the problem occurs again. If it is I'm likely to just take the machine back for a refund (in the UK with have the 'consumer rights act' which gives some pretty strong rights to a refund if something has an inherent defect or one that is not fixed by the first repair).

I really want 32GB of RAM (do a lot of work with docker containers) and a Mac (as I do iOS/Mac dev as well) so going back to an older machine or a non-mac isn't an option. Perhaps all I can do is replace it with a 2019 model and hope that's better.