Tag Archives: AppleCare

New MacBook Broken 10+ days and counting

Around 1 month ago I had a trip to China planned and I decided to pre-order a new aluminum MacBook from the Apple Store in Hong Kong and I picked it up during my layover back to Taiwan.

After getting back to Taiwan, I sat down and installed all of my applications (using my mouse). I finished installing all of my applications, had everything set up and I opened up Mail to send an email, and I find out the keyboard on my new Mac is broken.  It doesn’t look like much, but if you press the “C” key on the left side, it pops up like a flip phone and you can’t type on it until you bend it back to the right position.

I brought it in to an Apple service center to be checked out.  They investigated the problem, identified that the keyboard is in fact broken and asked if I could send it back to Apple. The Apple Store said NO and told me it was past the restocking period. I went back to the service center to just fix it.

7+ days later it is still sitting at the service center. I call AppleCare and asked them if they could speed up the part shipment, and they said replacement English keyboards are out of stock with no estimated ship date!  I ask for a replacement Mac, and once again they said they can’t do this.  I feel like the biggest idiot — I have a wonderful new MacBook that is less than one month old sitting in the service center waiting for a new keyboard with no available replacement parts. Is anyone else out there having the same issue?