The Apple Aggravation..




This is the transcript of an email, dated 23rd November, that I wrote to an Apple employee after a month and a half of having given my Macbook Pro for servicing. It should be noted that this was after 2 months of having bought the Macbook at a retailer in Japan in July 2011.

Dear Anonymous, 


Please find below a history of the problems for which I had given my Macbook Pro for servicing - 

1. The Shift key (left-hand side of the keyboard) had come undone. 

2. For this problem, the top-case was replaced with a new Japanese layout top-case (which was ordered from Apple, Singapore). 

3. After I collected the laptop, I noticed that the laptop stopped detecting the power adaptor, and the battery wouldn't charge. 

4. The laptop was provided to the service center again, and the DC board (a component of the laptop, ordered from Bangalore) was replaced. 

5. However even after replacing the DC board, the charging problem was not solved. Therefore another DC board was ordered, and the DC board was replaced, and the charging problem was observed to have been solved. 

6. I was informed that the charging problem was solved, but that the R key on the keyboard was not working. 

7. I personally checked the laptop at the service center to confirm this problem and discovered that the following keys were not working, on the Japanese layout top case which had been replaced -
               1. Arrow keys (up and down)
               2. Command key
               3. Function key
               4. Alt key
               5. Volume mute key
               6. R key 

8. These problems have occurred during the process of servicing of the Macbook Pro and were not present in the original Macbook Pro which I had provided for servicing. 

9. Now the suggested solution provided to me was to replace the top case again, with a Japanese layout keyboard, but the same part is not available at the Singapore center till the 12th of December.

10. The laptop has been in the process of servicing for an entire month and there is no solution in sight.

11. Today (23rd November, 2011), I received a call from John (name changed) from the Singapore team, asking me if it was okay if the top-case was replaced by a US top case (English characters), as this would expedite the servicing. I confirmed that the same was okay. 

12. The service center manager (Mr. Anonymous) had a call with John confirming the same. The case ID for the same is XXXYYYZZZ. 

Please help me to resolve this problem at the earliest by replacing the top-case with a US top-case. 

Thanks. 

Sent from my iPhone.

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