MacBook Keyboard Replacement:8 days, 3 visits to Apple, still counting

mrt.plt

macrumors member
Original poster
Oct 22, 2015
63
17
Montreal, Canada

TL;dr I handed my computer to Apple 8 days ago for a keyboard replacement, got hung up on by Apple Support, talked to a manager that was going through a script, and still waiting for my computer.

I've had my MacBook for roughly 4 months; had the keyboard replaced once, there was a problem with the Touch ID sensor when I got it back, it was fixed the next day. 8 days for the repairs to be done; I didn't say a word.

On the 13th, I brought my computer to Apple Store Montreal Downtown for another keyboard replacement as I had a problem with the e key. They spotted the problem right away, as e key would double press pretty much all the time. They didn't have the part in stock; they told me it'd be there in a day so they will able to finish the repairs in 5-7 days. I left my computer there.

June 19th, around 8PM, I got an e-mail saying my computer is ready for pickup. The next morning, I got a call from Apple Store saying my computer is ready for pick up. I went there, they changed the keyboard alright; but the computer doesn't turn on. They don't have any excuses, only stuff like "Ooh, we run the tests but sometimes stuff like this happens." The computer doesn't turn on, it's not like it happens once in a while or anything. The computer doesn't turn on. I was unhappy. So I called Apple Support.

I asked the first person that I talked to whether I should talk to the manager myself here or they can help me over the phone (I've read on Reddit that it's better to call Apple Support); he told me that they'll help me, and then he transferred me to his senior adviser (E******). He told me he can't help me at first, then asked me to pass my phone to one of the employees. I told him that I won't give my phone to anyone, then he hung up on me.

Then I called again; managed to talk to Customer Relations, the lady helping me reached out to the Apple Store, they told her it'd be done in 24 hours.

Today I went to the Apple Store to pick up my computer. And there is something on the left speaker grille that's clearly a manufacturing defect. (I don't know whether it was there yesterday) I asked the person helping me what that is, he told me he didn't know, he asked someone else and that lady told me in a mocking voice "It's dust, it's literally dust" Anyways they took the computer back, and the person initially helping me came back with a technician (the lady did not come back, understandably) and they told me they'd have to change the top case again. They told me they'd hopefully be done by Sunday. (The store is closed on Monday anyways)

Then I decided to talk to their Manager A*** (I have all the names, even if this particular person told me his name doesn't matter). Highlights of what he told me:

  • They're doing their best by repairing it in 24 hours instead of 5-7 days, totally ignoring the last 8 days.

  • He wasn't there yesterday, so he doesn't know/care about what happened yesterday.

  • He doesn't think there is a problem with the repair quality at that Apple Store

  • There is nothing he can do, aside from what he's doing.
I've never had such problems with Apple before, and I also shared these with the person at Customer Relations that I'm talking to. I was expecting some sympathy from the manager I talked to and I definitely wasn't expecting to be hung up on.

PS: I have photos/videos of every incident.

PPS: I was asked to sign the page saying I picked up the device at Apple Store before I actually got to try it out. I didn't do that, obviously.
 

vertical smile

macrumors 68040
Sep 23, 2014
3,947
5,145
That sucks.

I too have had crappy experiences with both Apple Support and inside the Apple Store.

Imo, the overall quality of Apple's SW, HW, customer service, and support has dropped over the pass six years.

The keyboard issue for example, it is a bad design. Imo, Apple should stop pushing the flawed design and go back to stuff that works.

Instead, they put a dust condom on it a tell (lie) everyone it is for sound deadening purposes.

Hopefully you get your Mac back and you don't have any more issues.
 

mrt.plt

macrumors member
Original poster
Oct 22, 2015
63
17
Montreal, Canada
That sucks.

I too have had crappy experiences with both Apple Support and inside the Apple Store.

Imo, the overall quality of Apple's SW, HW, customer service, and support has dropped over the pass six years.

The keyboard issue for example, it is a bad design. Imo, Apple should stop pushing the flawed design and go back to stuff that works.

Instead, they put a dust condom on it a tell (lie) everyone it is for sound deadening purposes.

Hopefully you get your Mac back and you don't have any more issues.
For me at least the Customer Relations department was quite helpful, but when I called today the person I was talking to wasn't available, so I couldn't talk to her -- I sent an e-mail instead.
But yeah, this wasn't what I was expecting from Apple. The thing is, I knew the keyboard might be a problem when I got my computer. What I never thought, though, was that they would mess the repairs up multiple times and that they wouldn't be sympathetic at all.

This computer is how I earn money, this computer is my life. That's why I got a MacBook and not a random Windows Laptop. It is also not a cheap notebook, and I have AppleCare.

Hopefully things will be better when I get my MacBook back. If it weren't for the Apple ecosystem that I'm in, I would switch to a Dell or a similar laptop right away.
 

pshufd

macrumors 65816
Oct 24, 2013
1,305
881
New Hampshire
I have not had these kinds of issues with Apple Service but, then again I haven't had to bring in a Mac in a very long time and they just replaced the Motherboard and I was on my way.
 

nouveau_redneck

macrumors 6502a
Sep 16, 2017
551
851
I thought Apple directed their stores to turn around keyboard repairs in 24 hours. Is that only in the US?
 

mrt.plt

macrumors member
Original poster
Oct 22, 2015
63
17
Montreal, Canada
I thought Apple directed their stores to turn around keyboard repairs in 24 hours. Is that only in the US?
I've been quoted 5-7 days both times. This time, they didn't even have the top case in stock. I think they prioritize some cases though. They'll have to change the top case for mine again, hopefully it'll be done by Sunday. If not, they're closed next Monday anyways so it'll end up being another 5 days or so before I get it back.
But it should be 24 hours everywhere.
 

hajime

macrumors 603
Jul 23, 2007
5,388
753
I've been quoted 5-7 days both times. This time, they didn't even have the top case in stock. I think they prioritize some cases though. They'll have to change the top case for mine again, hopefully it'll be done by Sunday. If not, they're closed next Monday anyways so it'll end up being another 5 days or so before I get it back.
But it should be 24 hours everywhere.
Is it because there are so many keyboard related repairs that they run out of parts?
 

nouveau_redneck

macrumors 6502a
Sep 16, 2017
551
851
This must really suck for you.

On the off chance there is still an issue when you get it back, it is probably time to ask customer relations for a new machine. It sounds like you are doing right by documenting everything. Good luck.
 

mrt.plt

macrumors member
Original poster
Oct 22, 2015
63
17
Montreal, Canada
Is it because there are so many keyboard related repairs that they run out of parts?
I doubt it. I think they just don't sell enough 15" MBPs, at least that's what I understood from what the rep said when I initially handed my computer.
This must really suck for you.
On the off chance there is still an issue when you get it back, it is probably time to ask customer relations for a new machine. It sounds like you are doing right by documenting everything. Good luck.
Thanks. It does suck because now I don't know when I'm getting my computer back -- it was already inconvenient to give the computer to Apple for a week, it absolutely didn't help that it wasn't working when I got it back and the rep hanging up on me on the phone was the cherry on top. This has been the worst experience I've ever had with a tech company. Even the small Chinese companies that sell on Amazon find a better (and faster) solution.
I asked the service manager whether I can get a replacement, he seemed very surprised that I asked that and told me that he can't get me a replacement. It sucks that he really doesn't care about Apple or customers.
However, Customer Relations department has been amazing so far, so I'm sure they'll figure it out if there is a another problem; because I don't wanna wait anymore. (With my luck, it could easily happen)
 
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