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.
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.