Quality of Apple Customer Service
I just want to discuss about how, in my opinion, Apple Customer Service has decrease in quality. I have this opinion mainly for my last-long experience with them.
I bought an MBP 13″ 2019 in June, and in November the [`A` key][A] started to show discoloring and to losing the black paint. A little bit latter the [`N` started with the same symptoms][N] but it hasn’t continued so far.
I’ve been trying to talk to Apple about the issue and they have been dismissive. First, saying that is not covered by the warranty —which isn’t true since this a manufacture problem and not to mention that I have Apple Care— and them trying to make me to bring the computer to service.
The problem with that is, I live in a _remote area_ in Finland, 400 km away from Helsinki and Finland doesn’t have an Apple Store. When I talked to an Authorized Service Provider, they tell me the same, that it isn’t covered, but perhaps we can change the keyboard using the MBP keyboard program, but they can’t order the pieces until the computer is there, then change the keyboard and ship it back. All of these means that I probably going to be two weeks without computer.
This is really stupid problem. I don’t think the whole keyboard should be changed, since, for a change, it’s working fine, and it’s just two keys that have the cosmetic problem. **Can’t we just change them?**
I just asked if they can send the keys to me, so I change them and is **NO WAY!**. Then, I asked that if I go to an Apple Store —because I have some trips planned— they’ll change those keys, then answer is “We don’t know”.
When did Apple forget that they are dealing with people instead with just case numbers? What happened to the premium customer support?
I paid $3000 for this computer and I really think that it’s a disgrace that any keys are losing its color less than 6 months after I bought the computer.
Aren’t Apple products premium products anymore?
EDIT: To the ones out there that don’t believe me that just a letter can be change. I’ve done twice in a this computers and with no issue. It’s true that you can’t change the whole mechanism, because part of it is under a plastic to try to avoid the grip by dust on previous models.
Apple could have done more. I’ve told them several times during previous conversations about the issue that I have a trip to Helsinki planned and I can go there to an Apple Authorized Service Provider where either they can change the keys if they supply to them in advance or the keyboard, so the time without computer would be minimized. They never ever accepted something like that or suggested something similar.
Finally, yeah, it’s a cosmetic issue that it’s cause because those keys are low quality of have some kind of problem. If I really type that much, should have been the `e` the first letter to suffer discoloration, since it’s the [most used in english] and some other letters should have followed after.
I don’t know… this is not what I expected from a $3000 computer.