What should I do if Apple made a mistake and are refusing to fix it?

Samuel-e

macrumors newbie
Original poster
Feb 2, 2020
4
0
I’ll try to make it short:
I Don’t have official Apple stores in the country I live in, so I called Apple support(official one from their website) to ask for a replacement unit after the 4th time I had to fix my MacBook(Keyboard issues).

They told me they will replace it with a new one, but it will have to be done in the US/EU

We scheduled a place/date, and they replaced it through a currier(I never went to a store), but they accidentally gave me a foreign keyboard instead of the US one they should have.

Now they refuse to replace it with the correct one.

I called many times and my case was transferred to many managers/admins(don’t remember the right term) and they all say “well look into it and get back to you“, and they either don’t call back, or send me A mail saying that they can’t do it.

I even lost my flight back because they assured me they will issue a replacement but then one hour after the flight they told me that they won’t.

I also have asked twice before the replacement if thekeyboard will be the US one, because I’m not used to any other keyboard, and they told me “Apple policy is to always return the same exact model and keyboard as the original”.
I also have one of their employees recorded saying “this was a mistake and shouldn’t happen”.

This is a nightmare for me. I’m already a month without my main source of income, in a foreign country trying to fix this...

they even hung up on me once, and denied they ever issued such replacement. good luck I have some of the calls recorder, a tracking number for the package that was paid by Apple, and all of the mails saved.

Right now I’m waiting for a response from the 5th or 4th Apple support manager to tell me if they will or won’t issue the replacement. Up until now all of them told me they won’t.

What should I do? Who should I talk to? Is there anyone in the support center with the authority to fix this that I should ask for?
 

casperes1996

macrumors 601
Jan 26, 2014
4,373
2,212
Horsens, Denmark
What keyboard did you get? I can't offer any help with the key issue here, but as a temporary workaround, setting the software layout to US might help if the keyboard physically has a similar key structure, so even if the caps' labels don't match the behaviour will be right.
 

Samuel-e

macrumors newbie
Original poster
Feb 2, 2020
4
0
What keyboard did you get? I can't offer any help with the key issue here, but as a temporary workaround, setting the software layout to US might help if the keyboard physically has a similar key structure, so even if the caps' labels don't match the behaviour will be right.
Thanks, I was suggested this solution, the thing is, I i haven’t configured the MacBook yet. After noticing the keyboard I immediately closed it and put it back in the box. I didn’t want Apple to say that I can’t return it after using it.

I do have an external keyboard though, and I can use it instead.
BTW they keyboard I got is Spanish. I can still type because the letters are the the same, but they are positioned in a bit different places because there are additional letters, and the EU standard is different in many other ways, like the enter size and shape, and placement of many other special characters and shortcuts.

even if I do map the keyboard I won’t be able to be proficient in it. I’m a programmer, so the shortcuts and special characters are as important as the letters...

But as I said before, I didn’t configure the computer yet at all.
 

casperes1996

macrumors 601
Jan 26, 2014
4,373
2,212
Horsens, Denmark
Thanks, I was suggested this solution, the thing is, I i haven’t configured the MacBook yet. After noticing the keyboard I immediately closed it and put it back in the box. I didn’t want Apple to say that I can’t return it after using it.

I do have an external keyboard though, and I can use it instead.
BTW they keyboard I got is Spanish. I can still type because the letters are the the same, but they are positioned in a bit different places because there are additional letters, and the EU standard is different in many other ways, like the enter size and shape, and placement of many other special characters and shortcuts.

even if I do map the keyboard I won’t be able to be proficient in it. I’m a programmer, so the shortcuts and special characters are as important as the letters...

But as I said before, I didn’t configure the computer yet at all.
Gotcha. I'm a fellow programmer so I perfectly understand. I am fast on two sets of keyboard layouts, but give me anything other than English International or Danish and I'll be a bit lost as well and not as fast.
I don't really know what to tell you other than that I hope for the best for you though. I'd say stress to Apple how important it is for your work, but I'd assume you'd already have done that. Be kind, but firm in that this isn't alright. Sorry for your situation.
 

Samuel-e

macrumors newbie
Original poster
Feb 2, 2020
4
0
...I'd say stress to Apple how important it is for your work, but I'd assume you'd already have done that. Be kind, but firm in that this isn't alright. Sorry for your situation.
Thanks, that’s what I’ve always done. I don’t believe in raising my voice to some poor guy that is probably not a fault.
What really bothered me is that they all agreed that it was their fault, but none authorized a replacement...
 

casperes1996

macrumors 601
Jan 26, 2014
4,373
2,212
Horsens, Denmark
Thanks, that’s what I’ve always done. I don’t believe in raising my voice to some poor guy that is probably not a fault.
What really bothered me is that they all agreed that it was their fault, but none authorized a replacement...
Yeah. If you ever have a chance to go to a physical store to talk to someone in person that might help since they can’t just ignore you. .But if you’re still in a non-Apple Store country that’s not really an option. Sadly I must say that as someone living in a no-Apple Store country, my experiences with support have been rather bad.
 

velocityg4

macrumors 601
Dec 19, 2004
4,715
1,269
Georgia
While the mechanical key layout between the US and Spanish Keyboard is different. As a stop gap. I'd consider getting an opaque UK keyboard skin with key labels. That way you'll have a visual layout which is pretty close to the US layout. Then switch the keyboard type is System Preferences on your Macbook to UK keyboard. For the correct functional layout.

This one gets your pretty close. Unfortunately there's nothing to be done about the differences in the mechanical layout. Just he mapping and appearance.
 

Samuel-e

macrumors newbie
Original poster
Feb 2, 2020
4
0
While the mechanical key layout between the US and Spanish Keyboard is different. As a stop gap. I'd consider getting an opaque UK keyboard skin with key labels. That way you'll have a visual layout which is pretty close to the US layout. Then switch the keyboard type is System Preferences on your Macbook to UK keyboard. For the correct functional layout.

This one gets your pretty close. Unfortunately there's nothing to be done about the differences in the mechanical layout. Just he mapping and appearance.
Apple supports staff told me that if I modify it lowers the chance of a replacement, so I’m trying to avoid this.
Im mostly looking for help trying to get it replaced. But thank you!