This is happening to me right now, my space key physically fell off, went to Apple Store Meadowhall (UK) and after a quick inspection and an attempted fix the Genius Bar employee informed me that I can send in my Macbook for a repair, completely free of charge as I am still covered by Apple Care+, I agreed and went on with my day.
Two days later I receive an email from Apple saying that a technician has "carefully inspected my product" and that they have found water damage within the keyboard and are now demanding £80 for the repair to proceed, or the other option is send the laptop back to me unrepaired. This laptop has never had anything spilled on it, never, nor do I keep it around any sort of liquid or in humid enviroments, my room is basically a desert too!
I was very confused so of course I got in contact with an advisor minutes later, who told me that there are even photos of this damage! I asked if there is anyway to view these photos and I was told that they couldn't help with this.
Still being left confused once again, I decided to call the Apple Store in which I left my computer in to see if they can clarify this further, they were basically as useless telling me that they cannot help with sharing these photos with me as well as they "don't know much", great, however I did ask if I can escalate this any further and was told that I could ask for a requote (which I am still awaiting an answer to) and that I could be put in contact with someone from the Senior Management team which I agreed to.
I've been booked on for a call back from this SM and after they got my number wrong the first time, I finally actually get to speak to this "SM" who it turns out was nothing but a regular, plain and simple apple advisor, no different from the past 2 people I've spoken with, who basically told me the same thing as the last 2 people and that he cannot help any further and funnily enough has told me to get in contact with Apple Store Meadowhall (who directed me to this guy in the first place) AGAIN, i'm just being thrown around from person to person in a circle for the past 7 hours and I've not gotten a single new response or update, nor was it clarified to me what this £80 I'm supposed to pay would result in, would it be a keyboard replacement? Top cover replacement? Who knows no one is telling me anything.
It's quite annoying how I paid £200 for warranty just to find out it's not even gonna cover a simple repair.
I'm still awaiting an actual answer which unlike the demand for payment, is very slow so far. I'm not sure who I can complain to, or what sort of superior I can get in contact with for a proper explanation, so if anyone has any idea I'd be grateful.