Apple's Keyboard Service Program - Complete Disaster

I have been a loyal Apple customer for years, consistently advocating for Apple products as I really believed the quality and customer service were the best on the market.

Recently I had what I can only call a shocking experience regarding the technical service for my MacBook Pro (13-inch, 2017, Two Thunderbolt 3 ports).

I bought my MacBook about 2 years ago, and after a few months experienced some sticky keys on my keyboard. I put it down to dust under the keys, and did my best to clean the keyboard and return the keys to their former glory. I struggled with this a few times, on and off for 2 years, until eventually I googled how to clean my MacBook keyboard effectively so I wouldn’t have to keep dealing with this very irritating and inefficient issue. It was then that I stumbled upon an article about Apple’s keyboard service program - a program which, according to Apple’s list, my MacBook was eligible for. I was horrified that I hadn’t been informed of the issue, even more horrified that I had been dealing with this issue for 2 years and hadn’t been contacted by Apple in any way. Nonetheless, I was a bit relieved - a solution!

I took my MacBook to an Apple store, where they told me it would have to go through an assessment in order to determine if it would be eligible for this keyboard service program. I paid R600 for this assessment. Again - I was horrified. One shouldn’t have to experience these issues with an Apple product AT ALL considering the cost of these products. Now I was paying R600 just to have it assessed, as if I were making up these issues I was experiencing. I was told I would only be refunded IF my Mac were found to be eligible for the program. If it were found to be ineligible, I would not be refunded. After paying so much for a product, you wouldn’t think assessing it, an assessment required because of a manufacturing issue, would cost anything.

I decided the inefficiencies and annoyances that came with the keyboard weren’t worth not getting it fixed. So I reluctantly paid the assessment fees and booked my laptop in.

I waited, and waited, and waited. For Apple to let me know if my Mac had passed the assessment. I heard nothing. Eventually, my Mac was ready for collection. I still had no idea if it had passed the assessment or if the keyboard had been fixed.

I was excited to get my MacBook back. I was seriously hoping for a good outcome, if only because I really have loved every single one of my Apple products in the past, including the service I received with them, and really didn’t want another reason to leave Apple products behind.

Alas, it was found that my Mac was NOT eligible for the keyboard service program. BUT some keys had been replaced… WHY would these keys need to be REPLACED if there were no issues found with the keyboard?!

I was dumbfounded. They couldn’t even tell me which keys had been replaced, so I couldn’t tell them if the right ones had been replaced. I tested the keyboard and was left disappointed. The issue had not been fixed. The technician helping me agreed! But nothing was done about this - a complete lack of interest in my issue. I contacted Apple support, who later found out I should have been refunded the R600 as my lap top WAS eligible for the keyboard service program, a refund that didn't take place due to "incorrect wording" on the service report...Great, Apple.

I eventually used up more of my time, leaving work again, to get my refund from the iStore. I spoke to the manager about the issues I was still experiencing with my keyboard, and she was completely disinterested and unapologetic. The only solution she could give me was to book it in again (another 5 days without it and not being able to work - excellent). I am outraged by the service (or lack thereof) I received, and am left utterly disappointed in Apple, and this product, and completely disheartened. Where do I go from here? Sit with this issue until I decide I’ve saved enough money to buy a new (NOT Apple) lap top?! I will not be buying any more Apple products if this is the service they now come with.