Keyboard melting!!!

Question

Keyboard melting!!!

I have a 2012 Macbook Pro Retina that I bought along with Apple Care. In 2013 it started heating up so much that it would burn my fingers if I left them on the back of the keyboard. It also melted some of the keys on my keyboard.

I took it into a certified Apple reseller in Istanbul, Turkey and they replaced the screen, but they didn't replace the keyboard as they said they didn't have the part. After this service it seemed to get a little cooler, but then continued to heat up throughout the winter of 2013/2014. It wasn't a problem then because the weather actually cooled down the computer.

Then in late Spring/early Summer 2014 it started heating up to a level where the functions slowed down. Luckily, a new Apple Store opened here in Istanbul, Turkey so I took it in there hoping they could solve the issue. The Apple Genius looked at the keyboard and checked the temperature and agreed there was definitely a problem. I gave them the computer and they agreed to replace the fan and the Top Case Assembly with Battery (the keyboard).

Well, I got a call from them yesterday. They said that the keyboard problem is from "normal wear and tear" and if I want the keyboard fixed I'll need to pay for it.

Here is a video I took of the keyboard before sending it in: http://www.youtube.com/watch?v=J09Nh4MAnuE

Even if that WAS wear and tear a computer that I paid almost $4,000 for should not look like that after 2 years of use (it was like that after 1 year as well).

I am hoping that Apple will replace the keyboard and acknowledge that there is something wrong.

MacBook Pro (Retina, Mid 2012), Mac OS X (10.7.5)

Posted on Jun 12, 2014 8:05 AM

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Answer 1

sanjampet

Level 5

7,988 points

Jun 12, 2014 10:15 AM in response to mikefrommaine

That is NOT normal wear and tear. Looks like a possible fire hazard or source of injury.

Try contacting Apple Support Turkey send them a picture and see what they have to say.

http://www.apple.com/tr/support/

Maybe contact the Mothership

http://support.apple.com/kb/HE57

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Answer 2

Jun 12, 2014 11:47 AM in response to sanjampet

I thought the same.

I took it to the Apple Store in Turkey says it's normal wear and tear and won't replace it.

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Answer 3

K Shaffer

Level 8

36,022 points

Jun 12, 2014 12:04 PM in response to mikefrommaine

Was there a trouble ticket or incident number involved with the problem?

That would show a date of first known (to them) occurrance of this issue

and any subsequent year(s) time past that 'repair' or 'ignore' event can

be viewed in a different light.

If there was a documentation of this initial problem, and it was revisited

as not solved, then the matter should be able to be escalated at Apple.

I had an issue with an iMac some years ago with an independent Apple

authorized service & sales company which did some bad works on my

computer, and the trouble ticket reference helped to revisit an issue,

however I was stuck at the time with the same service provider who

was inffectual, and so almost a decade later, I still have the same iMac

and yet it has failed due to the same issues they danced around then.

I keep it as a reminder of why I shouldn't buy a new computer, or also trust

in someone to do something under Apple Care, that I could've done myself.

And it was expensive, as I bought an iBook to use as my main computer

while my iMac under AppleCare constantly was shipped 200+ miles back

and forth to the authorized repair, who only made things worse. Over a

period of 8 months and 4,000 driving miles; 3-yr AppleCare didn't help.

Correct documentation should help you escalate and re-evaluate the matter.

Good luck & happy computing! 🙂

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Answer 4

Jun 12, 2014 2:34 PM in response to K Shaffer

Thanks, I'm going to pick it up from Apple tomorrow and see if I can escalate the issue.

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Answer 5

Jun 13, 2014 2:26 PM in response to mikefrommaine

Good news!

I took it to the Apple store and asked to speak with a manager. They were very helpful and are now replacing my keyboard.

Congrats to the great service at the new Zorlu Center Apple Store in Istanbul, Turkey!

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Answer 6

sanjampet

Level 5

7,988 points

Jun 13, 2014 2:34 PM in response to mikefrommaine

Great! Good for you!

I assume they agreed that it was NOT normal wear and tear:-)

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Answer 7

Jun 13, 2014 2:37 PM in response to sanjampet

They said it wasn't damaged from melting, but they admited that the damage wasn't normal.

Anyway, in five days I'll have my fixed Macbook :-)

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