This is a bit of a rant about how Apple handled a problem about loose keys on my MBP. I bought my 15 MBP about 3 months ago and within a few days the keys started falling off when I typed - yes, my hands were and always are clean and not sticky when I touch my computers. No biggie as I was able to just snap the key back on. However, it turned out to be an ongoing problem, not a serious problem but more of an annoyance in that about once a week a key would pop off - not the same key. I simply considered this annoyance something that I would get around to calling Apple about to have fixed and earlier this week when it popped off while typing typing I said enough was enough so I called Apple.
The Apple representative was very nice and said that since it was more than one key he would send me out a replacement keyboard. I just had to give them my credit card and return the old one within 7 days so as not to be charged. I was fine with all that and they sent out the replacement part but it was the wrong part. So I called them back to sort this out. For a moment I was optimistic since the rep asked to put me on hold and said to hold my breath as he might have a solution I would like. I asked if that might be a replacement to a new 2011 base 15. He said, maybe but just hold and let me see what I can do. I joked with him about how I might lose my 8Gb of RAM since I upgraded the RAM and that the replacement would be only 4Gb - but I could live with that.
Then, after being on hold for about 5-6 minutes the rep came back and the first thing he said was, I hope you still have that sense of humor. He tried but they would not replace it and instead told me that my only recourse is to go to the Genius Bar at my local Apple store and have them fix it. Okay, so no new MBP. I can live with that. So he made an appointment for me at the store and I went in today. I explained the situation and said the problem may not be reproducible as it happens about once/week or so. At first he couldnt see the problem but after a minute or two of typing the V key popped off. He said, okay this is real. Wait here a moment and he went in the back - no I didnt think he was coming out with a box with a shiny new MBP but hoped he would return with a solution like - give me a few hours and well replace the keyboard.
Anyway, he came back and said that they think the base might be defective and they want to replace the entire bottom of the unibody but cant do it there - rats, as I typed this a key popped off again. We will need to send it out and youll get it back in 7 - 10 days tops. I said this is my only computer and I need and use it daily. I cant part with it for that long and there is no foreseeable time when I could, is there another solution. Basically, he said that is the only thing they can do. This is unacceptable and they said try calling the 800 number to see about a replacement. Well, after he put it in the system to document the problem, I returned home and called up Apple and they basically said the same thing except they told me to try the store for a replacement and I said they told me to call you.
The thing is I cant part with it that long and with loose keys I cant sell it. 3-4 months ago I did have two computers, a 27 iMac and a 13 MBP. The last month of the iMac had it crashing about once/day. AC had me try everything form repairing permissions, reloading software, reloading Snow Leopard and then finally wiping the drive completely. It was a horrible month and in the end I just sold both computers to get a 15 MBP since I never really loved the iMac as it hurt my eyes.
So that is it. Sorry for the long post but I wanted to be complete. Bottom line is I have a random problem that can only be fixed if I go without a computer for a week or more which is just not possible. Silly me as I assumed that having a Apple store nearby would mean that my worst problem would be to leave it there overnight for a repair. Aside from this once or twice a week annoyance the resale value is crap unless I go without a computer or buy another one. Who wants a computer with a bad keyboard.
The above is more of a rant than anything else but it really sticks in my craw. I expected more from Apple. The sad thing is that I have had more problem with my Macs in the past year since switching from a PC than I had in the last 10 years. I still love my MBP but would have liked faster service or a replacement - I have read about them replacing it unit for this problem
The Apple representative was very nice and said that since it was more than one key he would send me out a replacement keyboard. I just had to give them my credit card and return the old one within 7 days so as not to be charged. I was fine with all that and they sent out the replacement part but it was the wrong part. So I called them back to sort this out. For a moment I was optimistic since the rep asked to put me on hold and said to hold my breath as he might have a solution I would like. I asked if that might be a replacement to a new 2011 base 15. He said, maybe but just hold and let me see what I can do. I joked with him about how I might lose my 8Gb of RAM since I upgraded the RAM and that the replacement would be only 4Gb - but I could live with that.
Then, after being on hold for about 5-6 minutes the rep came back and the first thing he said was, I hope you still have that sense of humor. He tried but they would not replace it and instead told me that my only recourse is to go to the Genius Bar at my local Apple store and have them fix it. Okay, so no new MBP. I can live with that. So he made an appointment for me at the store and I went in today. I explained the situation and said the problem may not be reproducible as it happens about once/week or so. At first he couldnt see the problem but after a minute or two of typing the V key popped off. He said, okay this is real. Wait here a moment and he went in the back - no I didnt think he was coming out with a box with a shiny new MBP but hoped he would return with a solution like - give me a few hours and well replace the keyboard.
Anyway, he came back and said that they think the base might be defective and they want to replace the entire bottom of the unibody but cant do it there - rats, as I typed this a key popped off again. We will need to send it out and youll get it back in 7 - 10 days tops. I said this is my only computer and I need and use it daily. I cant part with it for that long and there is no foreseeable time when I could, is there another solution. Basically, he said that is the only thing they can do. This is unacceptable and they said try calling the 800 number to see about a replacement. Well, after he put it in the system to document the problem, I returned home and called up Apple and they basically said the same thing except they told me to try the store for a replacement and I said they told me to call you.
The thing is I cant part with it that long and with loose keys I cant sell it. 3-4 months ago I did have two computers, a 27 iMac and a 13 MBP. The last month of the iMac had it crashing about once/day. AC had me try everything form repairing permissions, reloading software, reloading Snow Leopard and then finally wiping the drive completely. It was a horrible month and in the end I just sold both computers to get a 15 MBP since I never really loved the iMac as it hurt my eyes.
So that is it. Sorry for the long post but I wanted to be complete. Bottom line is I have a random problem that can only be fixed if I go without a computer for a week or more which is just not possible. Silly me as I assumed that having a Apple store nearby would mean that my worst problem would be to leave it there overnight for a repair. Aside from this once or twice a week annoyance the resale value is crap unless I go without a computer or buy another one. Who wants a computer with a bad keyboard.
The above is more of a rant than anything else but it really sticks in my craw. I expected more from Apple. The sad thing is that I have had more problem with my Macs in the past year since switching from a PC than I had in the last 10 years. I still love my MBP but would have liked faster service or a replacement - I have read about them replacing it unit for this problem