Here is the rundown of my latest keyboard repair on my 2017 MBP 15"
6/8: Requested repair via online chat with support
6/9: Received FedEx box, packaged laptop and sent
6/10: Received by repair center
6/11: At approximately 2pm eastern my repair update changed to "repair complete", "product return pending"
At this time, as it was 1pm at the repair center, I had hope it might ship out that day and be back on my desk 6/12.... well that didn't happen.
6/15: Called Apple support, was assured it was boxed and would be picked up next time FedEx came to the repair center, didn't happen.
6/16: Called Apple support, they "escalated" the incident to the repair center, could take 2 days for a response!!!
6/17: Called Apple support again, got to a supervisor level, sent another escalation request, could take 2 days, literal quote from the Apple rep: "there is no magic phone number for the repair center or I would have already called them sir"
So what I learned:
The repair center is not Apple, its subbed out and evidently they have zero accountability back to Apple.
They do not have phones, email only contact with support with a less that speedy 48 hour response window.
Its COVID-19's fault, yes 2 of the customer care reps tried this approach, it was received same day, repaired next day, evidently COVID-19 only affected their return shipping department.
Anyone else have an experience like this?
6/8: Requested repair via online chat with support
6/9: Received FedEx box, packaged laptop and sent
6/10: Received by repair center
6/11: At approximately 2pm eastern my repair update changed to "repair complete", "product return pending"
At this time, as it was 1pm at the repair center, I had hope it might ship out that day and be back on my desk 6/12.... well that didn't happen.
6/15: Called Apple support, was assured it was boxed and would be picked up next time FedEx came to the repair center, didn't happen.
6/16: Called Apple support, they "escalated" the incident to the repair center, could take 2 days for a response!!!
6/17: Called Apple support again, got to a supervisor level, sent another escalation request, could take 2 days, literal quote from the Apple rep: "there is no magic phone number for the repair center or I would have already called them sir"
So what I learned:
The repair center is not Apple, its subbed out and evidently they have zero accountability back to Apple.
They do not have phones, email only contact with support with a less that speedy 48 hour response window.
Its COVID-19's fault, yes 2 of the customer care reps tried this approach, it was received same day, repaired next day, evidently COVID-19 only affected their return shipping department.
Anyone else have an experience like this?
