Apple Might Start Offering One Day Repairs For MacBook Keyboards Affected By #KeyboardGate

It seems that Apple is trying to mitigate #KeyboardGate by offering next day repairs of #KeyboardGate affected MacBooks. At least that’s what a memo obtained by MacRumors is saying:

Apple’s memo, titled “How to support Mac customers with keyboard-related repairs in store,” advises Genius Bar technicians that these keyboard repairs should be “prioritized to provide next-day turnaround time”:

Most keyboard-related repairs will be required to be completed in store until further notice. Additional service parts have been shipped to stores to support the increased volume. 

These repairs should be prioritized to provide next-day turnaround time. When completing the repair, have the appropriate service guide open and carefully follow all repair steps.

Apple did not provide a reason for this change, but the company is known for customer satisfaction, so it could be trying to speed up the process a bit to alleviate frustration. 

I’ll note that this has the feel of a Steve Jobs type of memo which is that he would want a certain end result and your job as an Apple employee is to simply make it happen any way you can and the details be dammed.

Part of the pain of having a #KeyboardGate affected MacBook is the fact that it takes so long to get them repaired. That’s a huge issue for people who rely on their MacBooks to make a living. So this move will buy Apple a limited amount of goodwill. However, some of my clients are on their second or third keyboard as Apple is replacing a known to be problematic keyboard with another known to be problematic keyboard. Thus to people in that boat, it doesn’t matter if they get the computer back the next day as the problem will simply happen again.

Perhaps Apple should just apologize for these crappy keyboards and for the negative experience of MacBook owners and actually come out with better ones to install into customer’s computers? Just a thought.

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