My MBP Keyboard Experience - $513 repair

[Hand_Model]

After about 14 months, my $3000 MacBook Pro keyboard failed. The spacebar stopped working, while the B and H keys worked intermittently. At a cost of $513, the Apple Store installed a new top case, which took about 5 days.

To add insult to injury, they lost all my data. I'll be spending the next few days reinstalling everything to my computer and setting up another Windows partition.

"Fool me once, shame on you; fool me twice, shame on me"

 

[robvas]

Why didn't you have backups?

 

[memento mori]

Every day the idea of selling my MBP for a ThinkPad or some other Windows computer seems more and more enticing.

Of all the **** ups Apple has had with their hardware, the various bugs in MacOS, this seems to take a cake. How do you design a keyboard that can break this easily and requires a replacement of half the machine to fix it?

 

[Queen6]

Every day the idea of selling my MBP for a ThinkPad or some other Windows computer seems more and more enticing.

Of all the **** ups Apple has had with their hardware, the various bugs in MacOS, this seems to take a cake. How do you design a keyboard that can break this easily and requires a replacement of half the machine to fix it?

Apple now solely serves Apple simple as that no, more no less. Over 20 years with apple, wont entertain this current garbage...

Q-6

 

[sputnikBA]

Why didn't you have backups?

I mean I know this is true and everyone should have a backup... but replacing a keyboard really shouldn’t be something that endangers your data in any way.

That it does (repairs to a hardware component that should have nothing to do with storage), & can cause data loss, is just another example of bad design on Apple’s part.

 

[Apple_Robert]

After about 14 months, my $3000 MacBook Pro keyboard failed. The spacebar stopped working, while the B and H keys worked intermittently. At a cost of $513, the Apple Store installed a new top case, which took about 5 days.

To add insult to injury, they lost all my data. I'll be spending the next few days reinstalling everything to my computer this afternoon and setting up another Windows partition.

"Fool me once, shame on you; fool me twice, shame on me"

While I note such happenings are frustrating, mass-produced products do suffer from manufacture defects at times. Apple is certainly not alone in this regard.

You had the opportunity to purchase AppleCare+. And for whatever reason, you chose not to. It certainly would have helped.

As to losing your data, did the tech state why that happened? Did you make a backup before hand?

 

[Hand_Model]

While I note such happenings are frustrating, mass-produced products do suffer from manufacture defects at times. Apple is certainly not alone in this regard.

You had the opportunity to purchase AppleCare+. And for whatever reason, you chose not to. It certainly would have helped.

As to losing your data, did the tech state why that happened? Did you make a backup before hand?

A few years ago, I purchased a Toyota Prius. Out of no where a headlight stopped working. I did not have an extended warranty, yet Toyota stepped in and fixed the $600 headlight for free. Simply put, Toyota has higher-quality standards. Apple cares more about design than quality.

The Apple Store did not mention the cause of the data loss. Everything on my Mac partition was backed up, and re-installed in a few hours... still a pain in the ass.

 

[Apple_Robert]

A few years ago, I purchased a Toyota Prius. Out of no where a headlight stopped working. I did not have an extended warranty, yet Toyota stepped in and fixed the $600 headlight for free. Simply put, Toyota has higher-quality standards. Apple cares more about design than quality.

The Apple Store did not mention the cause of the data loss. Everything on my Mac partition was backed up, and re-installed in a few hours... still a pain in the ass.

Just because Toyota did you a solid, that didn't mean Apple should have or was obligated to.

I agree that having to reinstall your backup and peripheral files is a pain in the butt.

+1 on the Georga Costanza reference with your username.

 

[bruinsrme]

When Apple makes such a repair don’t they have the customer sign a waiver stating data may be lost and they are not responsible?

I think that would flag me to back up my data.

 

[Apple_Robert]

When Apple makes such a repair don’t they have the customer sign a waiver stating data may be lost and they are not responsible?

I think that would flag me to back up my data.

His data was backed up.

 

[Hand_Model]

Just because Toyota did you a solid, that didn't mean Apple should have or was obligated to.

I agree that having to reinstall your backup and peripheral files is a pain in the butt.

+1 on the Georga Costanza reference with your username.

Toyota is not a premium product. Apple charging $3,000 for a laptop that fails after 14 months is greedy. In the future, I''ll treat computers like vacuum cleaners. Ignore brands, and buy the cheapest one.

For some odd reason, I had higher expectations for an Apple product. Lesson learned.

 

[Glmnet1]

In the future, I''ll treat computers like vacuum cleaners. Ignore brands, and buy the cheapest one.

Good luck with that!

 

[Hand_Model]

Good luck with that!

Maybe Apple products are like European cars? Beautiful design, but better to lease than own.

 

[lambertjohn]

Every day the idea of selling my MBP for a ThinkPad or some other Windows computer seems more and more enticing.

Of all the **** ups Apple has had with their hardware, the various bugs in MacOS, this seems to take a cake. How do you design a keyboard that can break this easily and requires a replacement of half the machine to fix it?

The newest Thinkpads are awesome! Played with an X1 Carbon at Costco the other night and dang, that thing is sweet as apple pie. Most amazing keyboard I've ever typed on. So much so that I'm thinking of jumping off the Apple ship and getting back into the Windows world with a Thinkpad. Waiting to see what Apple does with their line of MBP's this year, however.

 

[bruinsrme]

His data was backed up.

Perhaps my point is/was, the possibility data will be lost was made up front. The insult to injury is a mere dramatization of a known possibility that became a reality.

 

[Hand_Model]

Perhaps my point is/was, the possibility data will be lost was made up front. The insult to injury is a mere dramatization of a known possibility that became a reality.

Look at it from the user's perspective.

• Spend $3,000 on a new computer, 14 months later the keyboard fails
• buy compressed air can to fix problem (doesn't work)
• wait 4 days for a Genius Bar appointment
• wait 3 days for a new Top Case to arrive
• wait 5 days for Top Case installation
• charged $513 for a new Top Case
• spend afternoon setting up my computer again

 

[apb87]

have you tried reaching out to their customer relations department?

I had a similar experience to yours (with an extra trip back after they tried to charge me the first time), but their customer relations department usually does a good job handling legitimate issues and taking them more seriously than retail staff. Call the main customer care line and ask specifically to be transferred to the Customer Relations department.

I had to call customer relations when my $3000 2010 MacBook Pro had one of the plastic feet fall off. I was told they would have to replace the bottom cover, and would charge me for the part and labor by a local genius, but I decided that their poor design choice was not my problem. Ended up getting it replaced for free. (granted I had Apple Care and they still initially refused).

 

[iMacC2D]

Removed.

 

[Queen6]

Maybe Apple products are like European cars? Beautiful design, but better to lease than own.

Never under estimate the fair Porche...

Q-6

 

[unobtainium]

Toyota is not a premium product. Apple charging $3,000 for a laptop that fails after 14 months is greedy. In the future, I''ll treat computers like vacuum cleaners. Ignore brands, and buy the cheapest one.

For some odd reason, I had higher expectations for an Apple product. Lesson learned.

Exactly. This is why Apple's customer service used to win them many loyal customers, and why many people are now fed up. Shoddy design and poor customer services has long-term consequences.

 

[csurfr]

I would be very curious as to what executive relations has to say about this as well. You can email Tim Cook and someone will get back to you within 48 hours usually.
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The newest Thinkpads are awesome! Played with an X1 Carbon at Costco the other night and dang, that thing is sweet as apple pie. Most amazing keyboard I've ever typed on. So much so that I'm thinking of jumping off the Apple ship and getting back into the Windows world with a Thinkpad. Waiting to see what Apple does with their line of MBP's this year, however.

The 2018 model? I’ve been wanting to check them out. I spec ‘d one earlier and it was as expensive as my MacBook Pro, but with a lesser processor. Still curious about them though. No doubt about that.

 

[Wags]

Every day the idea of selling my MBP for a ThinkPad or some other Windows computer seems more and more enticing.

Of all the **** ups Apple has had with their hardware, the various bugs in MacOS, this seems to take a cake. How do you design a keyboard that can break this easily and requires a replacement of half the machine to fix it?[/Q

Every day the idea of selling my MBP for a ThinkPad or some other Windows computer seems more and more enticing.

Of all the **** ups Apple has had with their hardware, the various bugs in MacOS, this seems to take a cake. How do you design a keyboard that can break this easily and requires a replacement of half the machine to fix it?

Thin obsession with little regard to repair ability. Using keyboard design because only thing they could use to fit or come up with case design.

 

[csurfr]

Thin obsession with little regard to repair ability. Using keyboard design because only thing they could use to fit or come up with case design.

I can agree with you on thinness for the sake of being able to do it, but for the life of me I cannot figure out WHY these keyboard problems so many are talking about have yet to hit the MacBook. Same butterfly switches for sure, and the rest is probably the same as well.

 

[Apple_Robert]

I can agree with you on thinness for the sake of being able to do it, but for the life of me I cannot figure out WHY these keyboard problems so many are talking about have yet to hit the MacBook. Same butterfly switches for sure, and the rest is probably the same as well.

I wonder if the amount of flex (strength and depth wise) is the same between the two

 

[PhoneI]

Every day the idea of selling my MBP for a ThinkPad or some other Windows computer seems more and more enticing.

Of all the **** ups Apple has had with their hardware, the various bugs in MacOS, this seems to take a cake. How do you design a keyboard that can break this easily and requires a replacement of half the machine to fix it?

Yes, there is never any problems with Windows laptops. Hilarious.