Pressure from consumers has seen Apple take responsibility to manufacturing keyboards designs that are substandard. Consumers who purchased MacBook and the MacBook Pro complained that the keyboards are sticky, inconsistent in functionality and in some instances dead. Not only has the company received complaints but also has had lawsuits filed against them in the recent past. In a statement on the company’s website, the company has revealed that it will repair specific models with such issues.
Notably, the company has revealed that the repairs will be carried out on devices purchased up to four years after the initial retail sale date and will cover repairs on single keys or the entire keyboard replacement. Some of the models included in this scope of repairs include those released in between 2015 and 2017. The nature of the repair will be assessed and determined at designated Apple repair centers and other service providers authorized by the company.
The company has also included refunds to previous customers who have incurred the cost of similar repairs in the past.
“If believe your MacBook or MacBook Pro was affected by this issue, and you have paid to have your keyboard repaired, you can contact Apple about a refund,” the statement declares.
Managing Customer Expectations
Impressively, while the company will bear both the cost of the repairs and refunds; there is no official statement on whether the replacements will be of improved standards. Additionally, the company has distanced itself from any other damage that a device eligible for repair might have that impairs its service and performance.
“The issue will need to be repaired first and in is some instances, there may be an associated cost”, the statement clarifies.
To prepare their devices for service, consumers can do the following; back up all data on the device, find an Authorized Service Provider, book an appointment at a retail store and send the device to the Apple Repair Centre via mail. Customers should note that the duration of the repair will be determined by nature of service required and the availability of spare parts.
This is by no means an extension to the warranty and the company does commit to any other further repairs in the future and. Also, it is not clear who will bear the cost of shipping the devices to and from the repair points or even the cost of insuring the devices in transit.