Left shift key not working (MacBook pro 2017, no Touch Bar)

Question

Level 1

8 points

Left shift key not working (MacBook pro 2017, no Touch Bar)

Hi,

My left shift key was not always responding while my AppleCare was still valid about two years ago. I had it checked by apple and no problem was found. Soon it started working again so I ignored the problem.

Now the problem came back all of sudden, and my AppleCare has expired, but it still falls under the 4 year coverage of the keyboard program, so I sent it for repair. And I was sent to an “authorized service provider”, who says there is moisture beneath the keyboard which caused the problem, and they asked a price to replace the whole top case. But I am quite sure there was no water damage at all. And it is just a returning issue from two years ago. In addition, they say there is a battery problem, which also surprises me because I did check the battery health and it’s at normal status right before I sent it for repair.

And I am now asked for quite a high price (80 euro) for diagnosis even if I decide not to fix it at all.

I find the whole situation a bit unpleasant since the problem should have been fixed while my AppleCare was in place. And the reason they give now (moisture) so that it does not fall under the keyboard program is really something I do not recognize because I am sure I didn’t drop my water cup on to it. And it surprises me that they charge a high fee for diagnosis itself.

Does anybody know if this is normal? Anything suggestion what I can do as the next step?

Posted on Mar 24, 2021 2:57 PM

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Answer 1

MoonJ.

Community Specialist

Mar 25, 2021 4:13 PM in response to Alexxxx6

Hello Alexxxx6,

We understand you have some concerns about your service options as well as working with an Apple Authorized Service Provider.

Please reach out to us using the following link, so we can go over in further detail what you're encountering.

Contact Apple Support

You can also give us a call at the number for your region from here: Contact Apple for support and service

We look forward to speaking with you.

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Answer 2

Alexxxx6 Author

Level 1

8 points

Mar 26, 2021 9:10 AM in response to MoonJ.

First of all, thank you for the reply.

I’ve contacted apple and I cannot deny I am disappointed of the situation with the authorized service provider right now. When I was calling the support team, I asked twice if I could go to a Genius Bar, both time I got a reply that the authorized service provider provide exactly the same service as Genius Bar itself. After I received this price quote of diagnosis fee and contacted them again, I was told that the authorized service provider follows a different system as apple and it is not something apple can interfere if the authorized service provider decide to charge this additional fee.

I don’t think in this case the service at Genius Bar and the authorized service provider can be considered the same in this way, and given my tries to get appointment with Genius Bar at the start of the situation, I am disappointed.

My suggestion is to give more transparency on this kind of differences in phone calls when recommending a customer to go to somewhere else than Genius Bar, and also on the website so that people can judge for themselves which one they want to choose with all situations under consideration.

The agent I contacted told me he was not able to change the situation, and recommended me to write it down as feedback to apple. That is why I go off-topic and discuss this problem here. I would appreciate it if my suggestions could be taken into consideration.

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