Any tips on asking Apple to replace a faulty 5mth old MBPro?!

[mac98aop]

Hello all

Hope you're safe and well.

My 5mth old MacBook Pro has succumbed to the dreaded and oft cited sticky keyboard issues - space bar barely moves. Really irritating.

Tech support say they'll repair as it's under the official repair programme. After Sales said they're not interested given it's past 30 days.

Given the latest refresh essentially acknowledges the fault with the 'new' keyboard, I was hoping a swap might be somehow doable or I fear I'll be walking this road of repair every few months! They said they'd never offer to replace and confident that it won't be a recurring repair.

Any thoughts, tips or ideas?!?

It feels very disappointing given premium product and price :(

My last MBPro lasted 9yrs and only forced to replace as it was stolen :( :(

Adam

[Sam - MacAmbulance]

My 2016 MacBook Pro had the same issue and I had the top case/keyboard replaced, it’s been fine since

_

Regards Sam Mullen +44 (0)7747778022 in...@macambulance.com www.macambulance.com MacAmbulance Ltd. Providing Affordable Mac/PC Support and Web Development

MacAmbulance Ltd. is a registered company in England & Wales, registration number 8466597 This email is intended solely for the addressed recipients and may contain privileged or confidential information. If you have received this email in error please notify the sender and delete the email immediately.

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[mac98aop]

Thanks, Sam - that's reassuring. That chimes in with their response of "let's cross the repeated fails" bridge when we come to it.

It's a shame Apple were so very slow to roll out the 'new' keyboard. Didn't take 'em long once Jonny left though!

Alas, there's no Authorised Resellers open yet of course.

Keep safe everyone. 

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[Jason Davies]

I once pulled this off, many years ago*. It took a long long phone conversation where I just being really awkward. The trick with these things is to make 'talking to this person' more than they can stand, and it's a mixture of endlessly polite but repeatedly asking (barely) plausible questions. I would research 'class action lawsuits' going on and ask them for their advice about interpreting the various laws about things being fit for purpose. make sure you keep offering to pay the differecne but make it sound like you're kind of doing them a favour at the end of the day.

*I bought an iBook just before the 12" PB came out (three weeks maybe?) and was gutted. The return window had closed by a day or two (and ever since I've checked predictions about when new models are expected before buying). Luckily, one key stopped working on the keyboard a week later so I had to send it back for repair. I kept moaning how inconvenient it was and did they have any other models with a different kind of keyboard as the ibook one seemed flimsy, I only realised when it arrived and look, it's busted and no I did take care, I took EXTRA care BECAUSE it was flimsy etc etc. Once he had confessed the PB 12" existed, it took about 45 minutes to get the result. I still feel slightly awkward about it but hey they got a sale and I returned a genuinely faulty machine...

Good luck!

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Cheers,

Jason

[mac98aop]

Thanks Jason.

It's who to speak to.

The chap in Tech Support yesterday said After Sales wouldn't take my transferred call as it's outside 30days and his Supervisor was utterly disinterested!

Maybe I drop Tim Apple a line!

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Cheers,

Jason

[Jason Davies]

Perhaps they play back my call as a training exercise;)

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Cheers,

Jason