Will an iStore swap a faulty keyboard?

Feek

Feek

Feek

Commissario
Joined
16 Oct 2002
Posts
344,045
Location
In the radio shack
A number of keys on my iMac keyboard have stopped working. I used to work near an Apple store but not any more.

However, I have an iStore nearby (Ipswich). Does anyone know if they'll swap a keyboard out under warranty, seeing as they're an authorised dealer?

I'll pop in tomorrow but it would be nice to have some pre-knowledge.
 
They might do, but it might depend on what they stock. Last authorised dealer I saw only sold Macbooks and the rest of the range.

Might be useful to give them a ring before going in the morning?

I think you can check on what they deal with on the Apple store finder on their site, so you can see whether they stock iMac's and their accessories, or if they're like what I mentioned above.
 
Pretty sure they do stock iMacs and they certainly have shelves full of accessories. I walk past every day anyway so I'll stick my head in the door and ask, thanks.
 
I had a faulty keyboard which I took back to an Apple Store due to one of the keys having fallen off and wouldn't go back on. I figured maybe they would be experts on putting it back on, but they just wanted to replace it.

They then needed a serial number for the computer it came with to check Apple Care/Warranty status. I didn't have this on me as it wasn't something I'd thought of bringing a keyboard in to be looked at. They tried checking my account, but it wasn't a purchase I'd made on my own account, so there was no record of the machine. They eventually weren't bothered and just gave me a new one, I guess given its an Apple product and was genuinely broken.

Your mileage may vary with an Apple reseller though.
 
They will swap it for a new one. Either a refurb or off the shelf but they may take the box away (did for me the first time I got it swapped).

As Nexus said, you'll want the serial number for the machine handy.
 
Authorised Service Centres could probably help you, I'd assume Authorised Dealers would only help with stuff they sold.
 
I had the serial number but they didn't even ask for it as they flatly refused to swap it in store for me (they are an authorised service centre) but told me they could send it off and I'd get a replacement in three to four weeks.

I did check the shelves before I spoke to anyone and they were in stock.

I called Apple who were surprised by this and told me that they'd expect the iStore to behave in the same way as a real Apple store. They gave me a case number and said that if I took that into the store, they should swap it but based on my previous experience earlier today, they weren't too sure. So in the end I've opted for a postal replacement from Apple.

I appreciate that the authorised dealer isn't Apple but I'd really expect the same level of service from them that I'd get from Apple.
 
Feek said:
I had the serial number but they didn't even ask for it as they flatly refused to swap it in store for me (they are an authorised service centre) but told me they could send it off and I'd get a replacement in three to four weeks.

I did check the shelves before I spoke to anyone and they were in stock.

I called Apple who were surprised by this and told me that they'd expect the iStore to behave in the same way as a real Apple store. They gave me a case number and said that if I took that into the store, they should swap it but based on my previous experience earlier today, they weren't too sure. So in the end I've opted for a postal replacement from Apple.

I appreciate that the authorised dealer isn't Apple but I'd really expect the same level of service from them that I'd get from Apple.
Click to expand...

That really is poor. Hopefully someone from Apple will phone them up and have a word!
 
We'll do it if it's in warranty feek, we don't stock the replacements but they come in next working day. We take it away and then ring you when it comes in.

As long as you're in before about 2pm there's pretty much 95% chance it's in next day by about 11.

The repair/replacement stock isn't the same as the store stock, it's totally separate and goes through a different system which is why we/they can't just take one off the shelf. Our service centres are in each store though so it's very quick.
 
Last edited:
Thanks but I don't get that way any more as I now work in Ipswich rather than Brentwood. Apple logged a call for me and sent me a replacement keyboard and it arrived the next day.

To say I was unimpressed with the Ipswich iStore would be an understatement. They quoted me three to four weeks before I'd get a replacement.
 
Feek said:

I appreciate that the authorised dealer isn't Apple but I'd really expect the same level of service from them that I'd get from Apple.
Click to expand...

I didn't expect that.

They may not be Apple, but I'd expect someone who runs a business under the Apple banner specifically for Apple products, to actually imitate who they're basically working for.

- But, Apple giving good customer service direct is good to hear. Makes me happy to know that if I was to pop into their local shop, that i'd actually get my problem sorted. Unlike HTC, who haven't responded to two tickets or a phone call. That first email was on Monday.
 
You must log in or register to reply here.
Back
Top Bottom