Macbook Pro 14 Keycaps started falling off & spilled soda on it before sending in

[hoob]

First a few keys didn't register and felt like I couldn't push them through,
Then first the left side of the spacebar just jumped out of it's frame, then 2 other keys (L and Mute/F10).
I type very gently but I tend to hit the bottom corner of each key.

I already ordered replacements from that selfrepair website but after watching a few repair videos I noticed that the keycaps have a much more fragile way of the pins being attached, the previous macbooks have the pins on the edge where they seemingly are more stableized but at least with the mbp 14 these little pins are in the middle of the cap.

I bought it from Amazon and I was on the phone with their customer service when I gestured around with my hands and spilled soda on my macbook. They said it's fine, but I opened the lid and saw that 2 Liquid indicators are dark red now.

I just carefully removed any liquid with microfibre and soaked a qtip with isopropanol (not too wet of course) and cleaned it off.
I also told Amazon that and they still want to fix it for free and it will be picked up tomorrow.

None of the keys are sticky or anything but I am afraid of such "repairs" as I already had a keyboard issue with another macbook (no spill though lol) and their Apple Genius ripped the cable that was attached to the keyboard and handed me a dead laptop.
I am just afraid that the amazon repair team will make it worse lol

Would you guys trust Amazon to fix it or should I just wait for the new keycaps to arrive and fix it myself?

 

[wilberforce]

First I've heard of Amazon doing computer repairs. Maybe just my ignorance. Is this Amazon itself, or a repair outfit selling repair services through Amazon?
Can you provide a link to the repair service?

 

[hoob]

I just got the shipping notification from Amazon, it's in fact not Amazon itself, which is weird.
They seemingly have a company called ctdi.com contracted as the parcel will go there.
They have a horrible reputation though, I am unsure if I should do this as people report they are waiting for months and received broken devices, but none of the negative reviews are macbooks, all macbook reviews seem to be positive.
Still weird

 

[wilberforce]

Is this a warranty repair to fix keys? It seems to me that would be the only thing that would be "free."
I don't see anyone doing anything out of warranty for free.
If they discover liquid damage, it is likely they will say it will be ~$1000 to replace the logic board.
Likewise, if you have attempted to replace keys yourself, that will likely invalidate the warranty.

If this is a simple warranty repair, why don't you get Apple to repair it.

 

[hoob]

Apple said I shall first talk to Amazon

 

[wilberforce]

I don't believe "first talk to Amazon" is a requirement in Apple's written warranty.

Current US warranty:

Legal - Mac Warranty Us - Apple

www.apple.com

 

[hoob]

I live in Germany, here the Seller has to try to fix your device at least once within the first 6 months after purchase.
After those 6 months you go to the manufacturer which is Apple, but I only have the macbook for 3 weeks now

 

[wilberforce]

I live in Germany, here the Seller has to try to fix your device at least once within the first 6 months after purchase.
After those 6 months you go to the manufacturer which is Apple, but I only have the macbook for 3 weeks now

OK, well I must assume you are correct, but I still don't see this policy stated here (based on a quick look at an English translation):

Legal - Germany Universal Warranty - Apple

www.apple.com

 

[hoob]

True but unfortunatelly the German law says otherwise lol
Also they told me that on the phone, I think I will try to call them tomorrow morning again, maybe I can arrange something with Apple, I really don't want to wait for months for them to just send me back a broken laptop

 

[wilberforce]

Well, if you get it "repaired" through Amazon, and it comes back worse, then it seems you should be able to ask Apple to repair it fully, including any damage caused by Amazon, if that is what Apple instructed you to do.
To get back to your original question: attempting to fix the keys yourself runs the risk of voiding the warranty. I personally would not attempt a repair myself on a laptop that is only 3 weeks old, and I have done many repairs myself (on older machines).
The bigger concern is if this key problem is going to keep happening in the future, due to the way you type. Keys should not fail so quickly just because one does not tap in the center of each key. Just replacing keycaps addresses the symptom, not the cause. There may be something faulty with the whole keyboard.

 

[Alpha Centauri]

True but unfortunatelly the German law says otherwise lol
Also they told me that on the phone, I think I will try to call them tomorrow morning again, maybe I can arrange something with Apple, I really don't want to wait for months for them to just send me back a broken laptop

As mentioned in the link from @wilberforce :

Gemäß dieser Garantie können Sie Ihre Ansprüche gegenüber Apple auch dann geltend machen, wenn Sie das Apple-Produkt von einem Dritten erworben haben.

I think the biggest issue going forward with Apple on this, is warrenty when it internally has such obvious liquid damage.

 

[ericwn]

If the machine is in warranty and the issue is covered under warranty a repair via any Apple retail or service partner should be no problem also in Germany.

 

[hoob]

I had a call with the repair center and I'm now regretting not going to Apple directly. They will contact me to ask if they are allowed to open the MacBook, but they don't replace individual keycaps. If they tell Amazon that it will cost more than $1,000 to repair because the top case includes the battery, Amazon might decide to replace the MacBook to save money. However, I already told them that I spilled a drink on it, even though there is no visible damage. The only thing that will determine the MacBook's fate is the diagnostic device they have.

The repair center representative became rude when I asked if they would open the case. They said that if they open it and decide to charge for the repair, it would be my fault if they break it, regardless of whether I agree to the repair cost or not.

I also spoke with three Amazon employees who assured me that they would fix the MacBook for free, and if Apple declined the repair due to liquid damage indicators, they would either replace it or refund the money. Now that the MacBook is on its way to the repair center, they are no longer offering free repairs.

I had another call with Amazon about this situation and they took it as feedback, saying that the support employees "didn't know better." I feel that this whole situation is unfair, as if the repair center decides to open the MacBook and break it, they could blame me and call it liquid damage even though the MacBook is functioning fine, with only the spacebar and "L" key not working.

 

[hoob]

Well, if you get it "repaired" through Amazon, and it comes back worse, then it seems you should be able to ask Apple to repair it fully, including any damage caused by Amazon, if that is what Apple instructed you to do.
To get back to your original question: attempting to fix the keys yourself runs the risk of voiding the warranty. I personally would not attempt a repair myself on a laptop that is only 3 weeks old, and I have done many repairs myself (on older machines).
The bigger concern is if this key problem is going to keep happening in the future, due to the way you type. Keys should not fail so quickly just because one does not tap in the center of each key. Just replacing keycaps addresses the symptom, not the cause. There may be something faulty with the whole keyboard.

That was one of the concerns I discussed with the repair centre.
They said because of this issue they don't replace individual keys as once they are faulty they tend to fall apart.
But he insisted on blaming the "liquid damage" on that keyboard although the spacebar broke last week on wednesday and I spilled the drink on saturday. I thanked for him assuming I had Merlin like superpowers lol

 

[wilberforce]

Maybe it is different in Germany, but my experience (in US) is that Amazon and Apple usually strive to give the customer satisfaction and the benefit of the doubt, especially when the device is almost brand new and you have been honest with them. This is not the case when the product is clearly old and used. I'm optimistic things will work out for you. If you don't get satisfaction from Amazon, try Apple. I would not agree to any big repair charge from Amazon until you have done so.

Let us know how things turn out.