My MacBook Pro A****, serial number C**VV*NHHTD* has an issue with a key. The left comm...

GetHuman1698116's customer service issue with Apple from December 2018

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Tip from another customer
If you are looking to check your warranty you can use the link to check the warranty on your Xbox. Just click the link and sign into your Xbox account. If you are in need of a repair you will need to call Xbox. First, check your warranty to see if the Xbox is covered, if not, call in and you may need to pay for the item to be fixed.
The issue in GetHuman1698116's own words
My MacBook Pro A****, serial number C**VV*NHHTD* has an issue with a key. The left command key started to feel wiggly and moved out of place. I took it to a Mac store where they informed me that the butterfly clip that holds the key in place broke and that this was not considered to be covered by the warranty. I was quite shocked since this key moved out of place during my everyday routine job. They said that maybe the iShop could give me more info. I immediately headed to the iShop and after a diagnostic, the technician came to the same conclusion and after typing in his findings to his system, it said that the cost of repair was around **,*** Mexican pesos. This is over *** dollars to repair a single key issue. I purchased my computer in April of this year, ****, making it roughly * months old. The technician suggested to seek out more information since he mentioned that the computer is in pristine conditions with the exception of the keyboard issues. We called customer service here in Mexico, which redirected us to an office somewhere in Latin America. The first person I spoke to was Elsa (or Ilsa, not sure). I explained what the technicians had said. She said that since it was damaged, it wasn't covered by the warranty, to what I responded, a damage that occurred only because the key moved out of its place in the first place. She implied that it was my doing because I pressed the key. At this, I was very much shocked because this is the purpose of a key. And why should a key of a *,*** dollar computer be wiggling off in the first place? She then suggested that it might be a manufacturing issue, to what I responded, more the reason why I do not agree with your policy. I was later passed over to another person named Karen Salas Lopez. We went through the same dialog until she informed me she would speak to the technician that helped us at the iShop. Once she got a hold of him and got back to me, she asked me to go back to see the technician so he could take some pictures and send them to her. I went, the pictures were taken and sent. About a half an hour later she called me back, she said that it is clear that the key was forced. I do not know how she came to this conclusion when in both occasions that I went to see the iShop technician, he personally told me that he could clearly see that there is no damage around the edges of the key indicating it being forced out of place. The only damage is in the center where the key mas joined the board. Karen said it is technically not covered by the warranty but that she would call me back to check IF it is possible. At this point, I very much doubt I will get a positive answer from her even after visiting the technician twice and feeling very reassured since there is no evident damage. Both Elsa and Karen implied that it is my own fault for "forcing it", but how am I forcing it when I am just typing as I do regularly. I bought this prestigious computer because I believed it would fulfill my needs as a programmer and a professional. But how do keys fall off of one of the “best” computers Apple has after only * months of use. I am completely unsatisfied with the service I am receiving here and cannot accept this outcome especially when Apple has already accepted that their keyboard is faulty. I am happy to send proof of the conditions of the computer, even going back with the technician or any other technician you request so that Apple can see the photos are legitimate. *Case ID *************Efrain Villanueva Castilla
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Apple

Customer service issue
Reported by GetHuman1698116
Dec 5th, 2018 - 2 mons ago
I have an issue with Apple too
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GetHuman1698116 started working on this issue
Dec 5th, 2018 9:43pm