Dear All I bought a refurbished PB15" from The Apple Store. I was unhappy with the keyboard, sticky clicky keys and the nearby keys going up and down with light pressure. Rather like a trampoline. I only had a 12" and 17" to compare it with initially. When I purchased another 15" from the refurb store, which had a perfect keyboard, and given that mine had got more springy and clicky I called Applecare and they collected the unit for repair. Ten days later it returned. The seals on the transit box were cut and the keyboard looked like it had been sat on by a small, but perfect, bottom. Two depressions and curling up all round. I contacted Applecare and told them and explained the problem three times, moving up through layers of management. The unit was collected again and a further ten days later I was called by a repair technician in my absence. I called him back, spoke to several people, explaining the whole scenario four times to more people in customer care, apparently there was a quote for a repair that I had to OK . Eventually I spoke to an Irish guy who sounded like he'd had a bad day. After a couple of minutes of mutual laughter at our respective plights he assured me he would investigate and call me back. He did. The seat cushion keyboard was a 'new one' and the damage had be cased by me! I laughed, he laughed and I explained again that it had returned like that to me. He promised to call back. He did. The repair would be done at no cost to me. Three days later the PB returned. Nice flat keyboard. I'm using it now.
I must admit that I felt like shouting at at least one of the Customer Care personnel along the way and I felt like a CD track on autorepeat. Maybe good humour and persistence prevailed. Most customer care dept's get shouted and threatened ad nauseum and may react accordingly. In this case Apple Cared. It just took some time, patience and empathy. I've owned Macs for 8 years and only had to call Applecare twice. This last time was the slowest repair by a long way. I've just built a reasonably quick PC running WinXP. Now there's a voyage in the dark. I thought installing OS X took a long time!! Updated software from one source, drivers included, what an excellent idea. Getting the WinXP to work has led me to dark areas of the internet full of arcane language and twenty six restarts later It works, so far. I haven't dared to investigate profiles yet. More joy to come! But it's so much better than WinME. Regards Andrew =============================================================== GO TO http://www.prodig.org for ~ GUIDELINES ~ un/SUBSCRIBING ~ ITEMS for SALE
