FIVE DAYS without my $3500 MBP!!! Apple service woes.

[ApeBot]

FINAL UPDATE:

Hello all, thanks for following my saga if you have thus far.

In my last update I mentioned that I got a call saying that my machine was being worked on and that I should receive a call letting me know its ready to be picked up in the next 48 hours. I didn't get a call back. I called the store and they told me that the machine was being worked on now. I quizzed them as to what that exactly meant as I was told the same thing 48 hours ago.

I asked to speak to a manager and they told me that they would have one call me back. I told them I had no confidence in their ability to call me back and the person I spoke to assured me I would get a call back as soon as possible.

That same day I received an email saying the machine was ready to be picked up.

In the end it appears they didn't have to replace the whole keyboard assembly, they were able to "fix" it at a cost of nil to me (under warranty) but $107 according to the revised Work Authorization Form. So somewhere between me dropping it off and them doing nothing with it, they learnt how to "fix" these keyboards.

I dont know what to believe anymore. In this instance everything I have been told has been a lie and all commitments that were made, Apple failed to live up to.

Here is the kicker, less than a week into getting it back, the spacebar and delete keys are only working on one side.

In short - this machine is going back to Apple.

I have never had an issue with a keyboard from my c64 to today. As far as I am concerned its a design fault.

Very disappointed

 

[deadlystriker]

My 2011 MBP is on its last legs due to the failed dGPU so it's running integrated only but the HD3000 really doesn't cut it when it comes to video editing.

Been looking to finally upgrade but seeing all the threads about keyboard issues really make me doubt the 2016/2017 models.

Apple laptops used to be reliable and you could get ~5 years out of them but hearing about all these keyboard failures happening so early in the life of the machine, I really doubt they can last as long as the older models.

I know Apple still sells the 2015 MBP new and refurb, but I find it hard pulling the trigger on a notebook that was released 3 years ago at those prices.

Decisions...

 

[Bawstun]

Five whole days?

 

[MBAir2010]

apple needs a slap in the face making keyboards that fail.
My macbook air 2010 keyboard is great, etc. why did they change?
oh, to sell that 3 year apple care no one opted for in 2010
bets buys does the same thing

and a "full force" kick in the groin
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Five whole days?

thats weak!

 

[aevan]

Hi Guys,

I am so sorry - but I am feeling defeated and needed to rant. I hope that you will allow me this here.

So my pride and joy 13 inch spec'd up MacBook Pro that cost $3500 (not including apple care which I also purchased) decided the 'g' key was no longer needed, so it stopped working. The computer is not even a year old.

Doing the right thing, I backed it up, made a genius bar appointment. There first available appointment was a couple of days out - but that is ok. I get it - they are busy. I am busy too - so I get that.

The Apple staffer that attended to me was wonderful, she explained that this was common with the butterfly keyboard design and took it out back to pop off the key for a clean. Moments later she came back and said that the clean did not work and the keyboard would have to be replaced. She also went on to say that, thankfully, they had the part in stock and the turn around time would be quick. She said that I should expect a call in about 3 days. It was early on a Tuesday and I think we both had a common understanding that quick would mean - at the latest, by the end of the week.

I called yesterday for an update as I had heard nothing and the guy that answered the phone curtly told me that I would get a call within the time frame printed on the work authorization form. I was taken aback. I was kind of hoping for a day, so that I could arrange my time to make it into the store. But no. His answer was abrupt and in my opinion rude.

I looked closely at the work authorization form and it said to expect a call in 3 to 5 days. Well, as the store is closed for the day (its Saturday night), tomorrow morning will be the fifth day that they have had my laptop. So I guess that if they call me before 10:30am, they may just make that SLA. Unless of course they mean business days in which case I will be without until next Tuesday.

My problem though is this. I buy a premium product for a premium price with high expectations for the product and when things go wrong (and of course they sometimes do) I expect premium service as well. So, firstly, never in my life have I had a laptop fail me because a key stopped working. I have to question premium build right there. Secondly - we and my daughter specifically depend on this device in our household. Five days without and counting is beyond non-premium service, its quite simply unacceptable.

Am I wrong in thinking that? I dont live in a remote location where parts are hard to come by technical people are rare. This is a major city Apple store with parts in stock and engineers in abundance.

I do want to say that I love Apple products. I own A LOT of them, and up until now, every interaction I have had with Apple Support has been outstanding. Excellent. Second to none. This particular case has left a bad taste in my mouth. Have they spoiled me in the past? Would I get the same crappy service from Compaq and Dell? Even if their service is worse, the fact that I could've purchased a backup laptop from either of those manufacturers for the price I paid for my MBP has not escaped me.

Sorry all

Rant Over

I payed almost the same as you for my MBP. It took a full week for my part to arrive and two days to replace - and I was satisfied with the service. You had to wait for five days and wrote a whole novella about it

Patience. The fact that you payed a lot does not mean you will be serviced faster than other customers. I’m sure they are working as fast as possible.

 

[AndyMacAndMic]

I payed almost the same as you for my MBP. It took a full week for my part to arrive and two days to replace - and I was satisfied with the service. You had to wait for five days and wrote a whole novella about it

Patience. The fact that you payed a lot does not mean you will be serviced faster than other customers. I’m sure they are working as fast as possible.

Did you notice this thread is from 6 months ago? Talking about patience

 

[ApeBot]

I payed almost the same as you for my MBP. It took a full week for my part to arrive and two days to replace - and I was satisfied with the service. You had to wait for five days and wrote a whole novella about it

Patience. The fact that you payed a lot does not mean you will be serviced faster than other customers. I’m sure they are working as fast as possible.

Novella thanks for the compliment

I am going to guess that I am a little older than the average Macrumor guy. I remember the days (10 years ago now) when I made an appointment with Apple support and was seen at that time (not 20 minutes late), a motherboard replacement was done in 24 hours and I once walked into an Apple store with a broken MagSafe and they replaced my power supply immediately, no questions asked.

This was a keyboard that Apple now “almost” acknowledge is a faulty design and I am expected to be without a computer for a week.

I take an expensive car in for repairs, I will get a “courtesy” car. I buy an expensive computer and Apple give me the middle finger.

I love Apple products, really do.. and am willing to pay a premium for premium product and support. But the moment we start to accept second rate, this is what you will get.

 

[CPTmom2wp]

Novella thanks for the compliment

I am going to guess that I am a little older than the average Macrumor guy. I remember the days (10 years ago now) when I made an appointment with Apple support and was seen at that time (not 20 minutes late), a motherboard replacement was done in 24 hours and I once walked into an Apple store with a broken MagSafe and they replaced my power supply immediately, no questions asked.
This was a keyboard that Apple now “almost” acknowledge is a faulty design and I am expected to be without a computer for a week.
I take an expensive car in for repairs, I will get a “courtesy” car. I buy an expensive computer and Apple give me the middle finger.
I love Apple products, really do.. and am willing to pay a premium for premium product and support. But the moment we start to accept second rate, this is what you will get.

Likewise, long time Apple fan. I recall the time my 17" MBP was 3 months from being out of warranty and had a problem with the hard drive. The store had to send it in for repair. After 3 months of waiting, with prompt explanations of problems with the supply chain, I received an unsolicited call from an Apple rep who offered me a choice. He said I could wait for the repair, which might be another 3 months, or I could have a brand new, maxed out MBP. I was so shocked I thought he was either kidding or that I would have to pay the difference in value. He assured me he was serious and repeated all the additional features the new machine had over my nearly 3 year old MBP. I told him that this was better than Christmas morning! It was overnighted and enjoyed immensely.

That Apple is long gone. My MBP screen is delaminating, "ScreenGate". I called for the free service since my machine is a late 2013, and on the list for eligibility. After nearly 25 minutes on the phone with 2 different representatives, one told me that I would have to just give my payment information "just in case" there was other damage. I clicked the link to find they wanted me to pay $669.60 up front. When I called again to tell them I would rather drive 2 hours to take it in to an Apple authorized service center rather than have them send me a UPS Box and have to pay that amount up front, the second representative told me that my MBP wasn't eligible b/c despite being a late 2013, it had been purchased 2 months over 4 years, something that I cannot find even in the fine print. It's accurate, I'm sure, but the old Apple would have honored a screen recall, essentially, regardless of when the computer was purchased.

 

[aevan]

Did you notice this thread is from 6 months ago? Talking about patience

Hahaha. Erm.... Oops?
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But the moment we start to accept second rate, this is what you will get.

What, bitterness?

Sorry man - I hear you, but come on, you guys are forgetting that Apple has grown immensely in the past years and that it’s probably impossible to offer the same efficiency of service as 10 years ago. So you have to wait 5 days.

My problem, actually, is not that you expect better of Apple - that part is fine. Write to them, push them to be better. What kinda bugs me is that when you don’t live in USA, UK, a few select places elsewhere, you usually have it even worse. Sometimes much worse - and yet, most people complaining about the service are those that have it the best.

Again - press Apple to do better. Write to Tim! But ranting about it here only makes those of us that live outside the “power circle” of the world feel even worse Good luck with getting your Mac repaired!