Keyboard dying two months out of warranty? (UK)

Discussion in 'MacBook Air' started by Vidd, Aug 30, 2013.

  1. Vidd macrumors 6502a

    Vidd

    Joined:
    Mar 7, 2006
    #1
    We brought a Macbook Air, which was bought last year, to the local Apple store as the keyboard started to ignore certain keys.
    The reps there told us that they'd inspect it and if it needed replaced, it would be £120 as it was out of warranty. They said there wasn't any indication of liquid damage when they performed an initial analysis.

    Has this happened to anyone else? I would have expected that this would be covered under the Sales of Goods act since a year and (not even) two months is a very poor lifespan for a laptop keyboard.

    My phone, iPad and iMac are all due a refresh soon and it's really making me rethink those. :(
     
  2. DragonJade macrumors 6502

    Joined:
    May 2, 2009
    #2
    I think there are two routes you can go to claim under the Sale of Goods Act:

    1. You have to prove the fault was inherent and not something that is from wear and tear.

    2. You may be able to get it fixed as it's not unreasonable to expect a keyboard to last more than 14 months, in which case you have a legal case to get it fixed for free.

    Option two looks the best way to go.


    http://www.which.co.uk/consumer-rights/regulation/sale-of-goods-act/

    http://www.which.co.uk/consumer-rig...is-broken-can-i-get-it-repaired-or-replaced-/

    http://www.legislation.gov.uk/ukpga/1979/54

    http://www.adviceguide.org.uk/engla...s_-_if_you_want_a_repair_or_a_replacement.htm

    ----------

    This is a good guide:

    http://www.oft.gov.uk/shared_oft/738369/738375/OFT002_SOGA_explained.pdf
     
  3. wrinkster22 macrumors 68030

    wrinkster22

    Joined:
    Jun 11, 2011
    Location:
    Toronto
    #3
    Four keys on my MBA broke. They replaced it in warranty. However the first repair they put in defective parts but thats another story. :rolleyes:
     
  4. Vidd thread starter macrumors 6502a

    Vidd

    Joined:
    Mar 7, 2006
    #4
    Thanks, DragonJade. I've been trying to read up on it so I appreciate the links.
    I really hope it's not required as I've generally been pleased in the past with Apple service.
     
  5. DragonJade macrumors 6502

    Joined:
    May 2, 2009
    #5
    Good luck, mate. Only two months over so you should be ok. You can always ask to speak to the manager of the store. Be polite and don't be pushy and they might oblige. Point out that it's only two months over and they know as well as you that keyboards are supposed to last for years. Tell them you're a good customer and will continue to be so, and list what you've got lined up to buy, and what other Apple devices are in the family. Show them that a lot of your money goes to Apple and will continue to do so if you're happy.

    People talk about going to the small claims court of you've got no other choice, but I remember hearing/reading that it's a better option to go to arbitration or mediation or something like that. Basically a well respected person (usually) or someone who's had experience in this kind of thing, listens to both sides of the story and then acts as a judge. This is more of a common sense approach, and if you go this route you'll win hands down.
     
  6. DisplacedMic macrumors 65816

    Joined:
    May 1, 2009
    #6
    I would take DragonJade's advice and really hammer on this point. i'm sorry that happened mate - such a bummer.:D

    my brother had something similar happen - they replaced a hd and a few months later it died again when the laptop was a week or so out of warranty. i know yours if further out but you could appeal to them on the grounds that this same failure shouldn't happen at all let alone twice in a one year period (i am assuming it has been less than a year since the first repair)
     
  7. gnasher729, Aug 30, 2013
    Last edited: Aug 30, 2013

    gnasher729 macrumors P6

    gnasher729

    Joined:
    Nov 25, 2005
    #7
    Most important question: Where did you buy? After the manufacturer's warranty ends, it is up to the seller to help you. If you bought a MacBook at PC World for example, then it would be up to PC World and Apple doesn't need to do anything.

    Now _if_ you bought from Apple (online or Apple Store), they _can_ replace it for free if they want to. I read that their employees have the guideline that they should fix the problem if they _believe_ it's Apple's fault (the law says they must fix the problem if _you can prove_ it is Apple's fault), and how you act will influence that. If the employee believes he's the hero of the day by helping you, then he'll help you. If he believes that he is a mug by fixing a keyboard because the customer shouts loud enough, then he won't help. And psychologically, people subconsciously try to meet your expectations. So you go to the store and fully expect them to help you, and they are more likely to help you.
     
  8. Vidd thread starter macrumors 6502a

    Vidd

    Joined:
    Mar 7, 2006
    #8
    It was bought it from the same store. :)
    It's difficult to prove a negative, unfortunately in that no one here damaged the keys. This laptop's never received any sort of stress so I suppose that should be reflected in the state of the device, though. The strange way by which the keys went inactive might suggest some sort of manufacturing fault, too.

    Yes, my house is full of Apple products (three iPads, two iMacs, countless iPods etc.) and I genuinely intend to replace my iPhone and iPad at the very least as soon as some new models are available. I would hope that they'd treat a customer who only had the Macbook to the best of their abilities but I very much understand your point.

    I guess now I'll just have to wait until the analysis comes back, so thanks to the people who have replied. :)
     
  9. DragonJade macrumors 6502

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    May 2, 2009
  10. NbinHD macrumors 6502

    Joined:
    May 26, 2012
    Location:
    Macbook Pro 13'' - Mid 2012 Baseline
    #10
    If possible take it to another Apple store and ask about it. I find that some "genius' " are tuds and some are really good and will go about getting you a new keyboard for free or reduced cost. Just my 2 cents.
     
  11. Vidd, Sep 10, 2013
    Last edited: Sep 10, 2013

    Vidd thread starter macrumors 6502a

    Vidd

    Joined:
    Mar 7, 2006
    #11
    Hi guys, it's all sorted now.
    Apparently it had muliple faults regarding the logic board and wifi. Luckily, they were very open about it being covered and I didn't have to argue my case. :)
    It's a bit disconcerting for multiple things to go wrong so soon, but I guess it happens.

    I'm happy anyway and it means I can enjoy tonight's event with my card ready! :p

    Thanks to everyone for both the advice and peace of mind.
     
  12. gnasher729 macrumors P6

    gnasher729

    Joined:
    Nov 25, 2005
    #12
    It's quite possible that one fault affects other parts. That's why I always recommend buying AppleCare if anything goes wrong in the first 11 months.
     
  13. DragonJade macrumors 6502

    Joined:
    May 2, 2009
    #13
    Excellent to hear, mate. Thanks for letting us know. With the replacement, it'll be like getting a whole new computer. :D
     
  14. Kissaragi macrumors 68020

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    Nov 16, 2006

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