Keyboard Broken (Again) and They won't Fix It under warranty

Question

Keyboard Broken (Again) and They won't Fix It under warranty

The notorious butterfly keyboard issue was fixed 2.5 years ago due to being defective and the huge outcry Apple received. Since they attempted to fix it the problem has persisted and now I have a broken keyboard again. I've gone into the store and they said they agree it's a continious problem and to call 1-800-APL-CARE and tell them so they can have the issue covered and fixed under warranty.

When I called they didn't agree to fix the issue under warranty and now I want the Apple communities help on what to do as it was defective, repaired 70%, then broke again, and now they don't want to fix the issue.

The fine print details: Bought computer in Dec. 2016, Repaired in September 2018, Issue came back January 2020, Just now was able to re-enter an Apple store.

Please advise...

MacBook Pro 15″, macOS 10.15

Posted on Jul 26, 2021 1:10 PM

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Answer 1

a brody

Level 10

83,035 points

Jul 26, 2021 1:16 PM in response to Garagesalestracker

You can call back AppleCare and ask to speak to customer relations.

You can buy an external keyboard.

We are just end users here.

Keep in mind AppleCare does have a plan which now includes accident coverage. Spills, drops are covered a limited number of times with accident coverage.

If you are certain who had their hands on the computer, and you never had a liquid accident, and they won't repair it because of liquid issues, suggest the possibility to them that condensation could have created a problem, if they say they notice liquid damage.

The major problem with laptops is that the whole top case often has to be replaced, and you can risk your data in the procedure. So be mindful of that before sending it back.

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Answer 2

Jul 27, 2021 10:47 AM in response to a brody

APL Care was unable to help initially so thats why I'm asking for help here. Should I send letters C/O Tim Cook to get their attention or what would be the way to get them to cover this malfunction and improper repair?

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Answer 3

a brody

Level 10

83,035 points

Jul 27, 2021 12:01 PM in response to Garagesalestracker

Correct.

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Answer 4

Jul 26, 2021 1:25 PM in response to a brody

yea the issue is that it's a defective butterfly keyboard that they agree with but are saying even though it was repaired I didnt bring it back in fast enough and so they dont want to cover it...

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Answer 5

a brody

Level 10

83,035 points

Jul 27, 2021 10:32 AM in response to Garagesalestracker

This is just a user to user forum. Your best bet is call back AppleCare and ask to be forwarded to Customer Relations.

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Answer 6

a brody

Level 10

83,035 points

Jul 27, 2021 10:59 AM in response to Garagesalestracker

As I say, talk to customer relations, they are accessible via AppleCare, and can be requested when AppleCare refuses.

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Answer 7

Jul 27, 2021 11:39 AM in response to a brody

okay is that via the 1-800-APL-CARE number?

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Answer 8

Jul 27, 2021 2:58 PM in response to a brody

Okay I tried and no luck so I guess im out of luck and would advise others to not buy a butterfly keyboard product from Apple. Tim Cook should take note and let the design team know :(

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Keyboard Broken (Again) and They won't Fix It under warranty

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