Where to Complain about AppleCare ??
8 months ago I purchased a MacBook (12") with AppleCare protection program. Since a few weeks the right shift button is not working properly anymore for 60% of the time. I am living 100km from the nearest apple store, and therefore have to rely on authorised repair centres (such as Switch in Belgium). Although the repair itself would only take a few hours, such authorised repair centre can only replace parts the the original (defect) part has been sent to Apple and approved for replacement. This, I was told, would take at least 2-3 days. I am using my MacBook for work on a daily basis (I assume this is not exceptional nowadays...), and can not miss it for more than a day. Knowing the repair would only take a few hours, i called AppleCare twice to get this solved (the repair centre told me they could repair in a few hours if Apple would send them the replacement keyboard before they would receive my defect keyboard).
After 2 times 20 minutes on the phone, I was transferred to a Senior supervisor (Mr. Carl R.). He summarized the issue as follows: I understand that you want to deviate from the “normal” Apple repair procedures, but this is not possible. To my question what the normal Apple repair procedures were, he replied that this means that it takes 1.5 weeks for repair. Having told that I can not miss my computer for 2-3 days, I was a flabbergasted by this reply which is totally not responding to my request. He said he could not help me further.
When I asked for a way to issue a complaint about the service of AppleCare, I was promised an email with a link, but this has never arrived. I could not find any email address or other facility on the apple website to submit a complaint
AppleCare-OTHER, iOS 9.3.3
