My MBP Keyboard Experience - $513 repair

[bruinsrme]

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

Having had dells and Lenovo’s I started to purchase warranties after my first case of a broken machine. Apple care is part of every purchase.
Sometimes walk in appt can’t be done. In that case mail in repairs are a 7 to 10 day turn around, usually less.


Having to reload everything blows.

 

[Queen6]

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

There are numerous issues with Windows OEM's, equally some of us expect more of Apple as they have full control of all aspects of the Mac, however...

Q-6

 

[csurfr]

There are numerous issues with Windows OEM's, equally some of us expect more of Apple as they have full control of all aspects of the Mac, however...

Q-6

What was it that Steve said? “We make the entire widget”?

 

[Queen6]

Having to reload everything blows.

That's pretty much standard, the onus is very much on the user to backup adequately, although they should be clearly advised of the data loss. Personally as long as the system could boot I'd wipe it prior to any repair being conducted.

Q-6
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What was it that Steve said? “We make the entire widget”?

True, wish Apple would get back to that precept, however it's just a numbers game today. Victim of success if you will; I often think that the Mac would be far better off being a separate entity; hungrier, striving for innovation, more energetic, willing to take the risk not "second fiddle" to IOS devices...

Set the world on fire again.......................Please, give us back the "spark"...

Q-6

 

[lambertjohn]

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.
[doublepost=1521506696][/doublepost]

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.

Yes, the 2018 model. Costco just got them in a week ago. $1599 and it's yours. Go out to their website and you can scroll through their notebooks and find it. Spec-wise, it's a heck of a deal. But...I'm not trying to sell Lenovo on this forum, just pointing out that there are alternatives to Apple's latest notebooks, and of course, the quality issues that seem to come with them.

 

[canuckRus]

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"

Not a considered a warranty issue covered in the second year by your CC?

 

[BananaX]

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

I had similar experience. I am a bit luckier than you. I don't real have a problem with keyboard, but, I had a major problem with the random popping sound. I took 2 day offs in 2 weeks to visit genius bar, and they didn't fix my problems and made it worse. Third attempt, they replaced with 2017 model and cash my way. But, I returned it the next, because I don't want to experience the same issues again. I saw many people with same issues with the 2017 model. My homemade 23.3" is much better. I will replace this when their MBP's quality can much the old ones.

 

[FrozenDarkness]

i think the main problem here is, is that it's RIDICULOUS for a keyboard replacement to cost $500. I don't care how upscale apple is.

 

[Glmnet1]

I had similar experience. I am a bit luckier than you. I don't real have a problem with keyboard, but, I had a major problem with the random popping sound. I took 2 day offs in 2 weeks to visit genius bar, and they didn't fix my problems and made it worse. Third attempt, they replaced with 2017 model and cash my way. But, I returned it the next, because I don't want to experience the same issues again. I saw many people with same issues with the 2017 model. My homemade 23.3" is much better. I will replace this when their MBP's quality can much the old ones.
View attachment 754985 View attachment 754986

Is that a 2015 MBP without screen behind your monitor? Why not buy an iMac instead? Unless you got it for less because it didn't have a screen? I just hope you didn't decapitate it!!!

 

[PBG4 Dude]

Yes, the 2018 model. Costco just got them in a week ago. $1599 and it's yours. Go out to their website and you can scroll through their notebooks and find it. Spec-wise, it's a heck of a deal. But...I'm not trying to sell Lenovo on this forum, just pointing out that there are alternatives to Apple's latest notebooks, and of course, the quality issues that seem to come with them.

Lenovo has had issues too. They’ve been nailed multiple times for shady pack in software containing keyloggers.

https://www.refog.com/blog/2015/10/lenovo-spyware/

 

[BananaX]

Is that a 2015 MBP without screen behind your monitor? Why not buy an iMac instead? Unless you got it for less because it didn't have a screen? I just hope you didn't decapitate it!!!

No man, I brought it brand new. I accidentally snapped it during my camping trip in Iceland. Since then, I use it as a decoration in my apartment. After I returned my MBP 2017, I tried to start it just for fun. After half hour charging, it performs just like new, but without the display. Cant beat that old Mac quality I supposed. LOL

 

[Glmnet1]

No man, I brought it brand new. I accidentally snapped it during my camping trip in Iceland. Since then, I use it as a decoration in my apartment. After I returned my MBP 2017, I tried to start it just for fun. After half hour charging, it performs just like new, but without the display. Cant beat that old Mac quality I supposed. LOL

So you did decapitate it!!!

Good for you it still works

 

[chrfr]

Lenovo has had issues too. They’ve been nailed multiple times for shady pack in software containing keyloggers.

https://www.refog.com/blog/2015/10/lenovo-spyware/

Sure, but that isn't a $500 fix. Reinstall Windows, and it's gone.
Apple made a big error with the last 3 years of Macbook/Pro keyboards and needs to step up on fixing them.

 

[Gav2k]

1, you made a choice to not purchase Apple care.

2, you signed a waiver for the data loss.

3, I don’t get why your so aggrieved that Apple didn’t jump up and help you given YOUR choices.

 

[Glmnet1]

1, you made a choice to not purchase Apple care.

2, you signed a waiver for the data loss.

3, I don’t get why your so aggrieved that Apple didn’t jump up and help you given YOUR choices.

It's still not normal to feel forced to purchase the insurance on an already expensive laptop. I never purchased insurance on my tech and I never had any problems. I'm careful with my things and probably a little lucky. Yet I would never purchase a 2016/2017 MBP without AC because they are unreliable.

 

[Maxx Power]

1, you made a choice to not purchase Apple care.

2, you signed a waiver for the data loss.

3, I don’t get why your so aggrieved that Apple didn’t jump up and help you given YOUR choices.

It's still not normal to feel forced to purchase the insurance on an already expensive laptop. I never purchased insurance on my tech and I never had any problems. I'm careful with my things and probably a little lucky. Yet I would never purchase a 2016/2017 MBP without AC because they are unreliable.

Much of one's transaction and relationship with others is not written and contractual. If Apple even just verbally informed one that keyboards have a high failure rate, or that for example, installing an update on an iPhone slows it down, then one can use that information to make one's choices accordingly. It will be totally a wrong move by Apple to build relationships of the type - buy a computer and expect it to only last the length of its warranty, in other words, there are no implied usability expectations beyond the warranty term. If Apple is going to become this kind of company, like HP and its programmed obsolescence printer cartridges, then I would recommend people to take their businesses elsewhere.

 

[memento mori]

1, you made a choice to not purchase Apple care.

2, you signed a waiver for the data loss.

3, I don’t get why your so aggrieved that Apple didn’t jump up and help you given YOUR choices.

The whole point of Apple Experience™ is you give them a lot of money and they give you great product that they stand by. What you're describing is something I'd expect from a used car dealership, when you find out your 'barely used' mercedes actually has 50k miles.
And if this is the direction Apple wants to make, Tim Cook should present himself accordingly with light green checkered suit and 1-800 number during their keynotes infomercials.

 

[jerryk]

No man, I brought it brand new. I accidentally snapped it during my camping trip in Iceland. Since then, I use it as a decoration in my apartment. After I returned my MBP 2017, I tried to start it just for fun. After half hour charging, it performs just like new, but without the display. Cant beat that old Mac quality I supposed. LOL

Awesome hacking!!

 

[csurfr]

Devils advocate: if Apple charged 1/5th for the keyboard out of warranty, would that appease everyone? Just curious where the line is on this. I’m in the camp of it *should* last unless a) someone is banging like a gorilla on the keys or b) spills something on it.

Normal use shouldn’t cause this thing to implode.
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The whole point of Apple Experience™ is you give them a lot of money and they give you great product that they stand by. What you're describing is something I'd expect from a used car dealership, when you find out your 'barely used' mercedes actually has 50k miles.
And if this is the direction Apple wants to make, Tim Cook should present himself accordingly with light green checkered suit and 1-800 number during their keynotes infomercials.

I absolutely love this.

Unfortunately the only experience Apple seems to be giving some of the owners is the feeling of a drained bank account or maxed out credit card.

 

[Hand_Model]

And if this is the direction Apple wants to make, Tim Cook should present himself accordingly with light green checkered suit and 1-800 number during their keynotes infomercials.

Corporations make tons of $$, by presenting themselves as ethical innovators or customer advocates, while internally the company is filled with soulless used car salesman. Ironically, I haven't received a survey on my repair experience yet.

 

[Ma2k5]

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

Problem is they charge a hefty premium - a premium where the buyer does not want it to be compared to others on the market, some almost half the price.

 

[esk]

i don't understand why so many people are defending apple. A keyboard should not fail after 14 months. The Keyboard from my 2011 Macbook Pro is still working perfectly and that's how it should be.

 

[Nilhum]

1, you made a choice to not purchase Apple care.

2, you signed a waiver for the data loss.

3, I don’t get why your so aggrieved that Apple didn’t jump up and help you given YOUR choices.

Yes, what great quality that a $3000 laptop needs warranty for a part that rarely fails in $200 computers.

Just repair device and sell it to get a surface laptop or book.

 

[PBG4 Dude]

i don't understand why so many people are defending apple. A keyboard should not fail after 14 months. The Keyboard from my 2011 Macbook Pro is still working perfectly and that's how it should be.

Until this model came out I don’t think I had ever heard of a computer with a problematic keyboard. Even the Atari 400 membrane keyboard could withstand more use it would seem.

 

[comptr]

Why would one not get apple care + on a Laptop ? I have always gotten a Extended Warranty on a laptop does not matter if it was a Mac or PC. A Laptop is bound to break and I have always come ahead of the cost of the Extended Warranty.