Have your say on all things Apple related
My MacBook keyboard had an issue with the space bar, which got stuck. I removed it and tried to get it working, all to no avail.
I took it to an Apple Store and they said it needed a new keyboard and it would be fixed for free. By law, they said they have to for up to five years after purchase
Two days later, happy customer with a new keyboard. Then the screen’s reflective coating started peeling, so I went back to the store. The same bloke served me and said the same thing about the law. Two days later, happy customer with a new screen.
Problems aside, the testimony to any company is what they do after the sale. Given the construction of a MacBook, I have mostly a new device, not just a new screen and keyboard, so in the long term all good. Maybe the design needs a minor rethink, but not the customer service. by J ames P rice
Alan sa ys… I’ve enjoyed great customer service from Apple Stores in the past. Once for a faulty webcam on my MacBook Air, another time for an iMac whose power supply was generating enough heat to leave a temporary dark mark on the screen – I took a photo as evidence of that. These were also fixed under the Consumer Rights Act’s provision for a right to repair, even outside of the manufacturer’s warranty period.
I recommend that if any reader needs out-of-warranty service, from Apple or another company, read up on the latest consumer rights advice first. Not sure where to start? Try bit.ly/msecrts. If you need to request a repair yourself, be firm but polite, even if you’re freaking out on the inside about potential repair costs – I’m sure many of us have seen the response given to customers who let their worry spill out as anger or frustration.
It’s easy for me to say that when I’m not facing the prospect of losing the contents of my MacBook or iPad. However, knowing what to say and saying it in the right tone can be helpful when seeking repairs.
You’re also more likely to get the repair you desire if you’ve kept your hardware in good condition – you may notice that Apple’s staff give it a quick look-over to check for evidence of damage or poor care.