Firsthand... today...
I am on the phone with AppleCare an hour or so ago to return my November 2018 MacBook Pro for the keyboard replacement. I tell the AppleCare representative that I am having repeating key issues which are pretty frustrating since I am a professor and type a great deal for a living, writing papers, coding software, etc. The representative asks me if the problem only happens in Microsoft Word. No I explain, it happens in many other programs. She indicates that I can ship the computer back on Apple’s dime, and then tells me that Apple will try to repair the keyboard first, and then replace it. I immediately tell her no, I do not want the keyboard repaired, I want it replaced with the latest 2019 designed keyboard. I said “Surely you know about the recall and replacement procedures” to which she responded, half laughing “We’re suppose (SIC) to act like we don’t know about the keyboard issues <pause>, you know how it is.”
I was so taken aback, that I actually paused to gather my thoughts before I reiterated that I wanted the keyboard replaced with the most recent 2019 design, and not repaired.
Good job Apple. Train your employees to waste our time troubleshooting known issues on the off-chance you can send the consumer off to blow air in the keys, tap the computer upside down, and maybe make the process so frustrating that the consumer stops bothering you.
Time is the most precious commodity I have these days, and I abhor having my time wasted so that Apple can save money.
Apple... if you are reading this... good job. You are beginning to make it impossible to want to purchase from you.
Joe
I am on the phone with AppleCare an hour or so ago to return my November 2018 MacBook Pro for the keyboard replacement. I tell the AppleCare representative that I am having repeating key issues which are pretty frustrating since I am a professor and type a great deal for a living, writing papers, coding software, etc. The representative asks me if the problem only happens in Microsoft Word. No I explain, it happens in many other programs. She indicates that I can ship the computer back on Apple’s dime, and then tells me that Apple will try to repair the keyboard first, and then replace it. I immediately tell her no, I do not want the keyboard repaired, I want it replaced with the latest 2019 designed keyboard. I said “Surely you know about the recall and replacement procedures” to which she responded, half laughing “We’re suppose (SIC) to act like we don’t know about the keyboard issues <pause>, you know how it is.”
I was so taken aback, that I actually paused to gather my thoughts before I reiterated that I wanted the keyboard replaced with the most recent 2019 design, and not repaired.
Good job Apple. Train your employees to waste our time troubleshooting known issues on the off-chance you can send the consumer off to blow air in the keys, tap the computer upside down, and maybe make the process so frustrating that the consumer stops bothering you.
Time is the most precious commodity I have these days, and I abhor having my time wasted so that Apple can save money.
Apple... if you are reading this... good job. You are beginning to make it impossible to want to purchase from you.
Joe