keyboard, warranty horror story--counsel needed

kawliga · 03-01-2005, 02:00 PM

I have just recently switched back to the Mac (PB G4, 15") after a 10 year exile to Win hell. I owned Mac Plus in high school and bought the very first Powerbook 140. So, returning to the fold was a big deal to me.

When I got my Mac in November, I immediately noticed something funky about the top row of keys (function keys). They seemed "sticky" somehow. By March, the keyboard was clearly coming unattached at the top--the whole row would move whenever I pushed on any of them. I arranged for warranty service. They replaced my keyboard and shipped it back.

However, the warranty work seems to have been very, very shoddy.

1) There was glue coming out near the esc and "`" key, from front case and layer below that.

2) The keys don't look straight. It's as if the whole keyboard was slightly warped.

3) The left shift key is intermittent. I can make it work, but I have to push at the extreme right side of the shift key to make it produce an uppercase letter.

Apple's response was to tell me to send it back to them, to the same place in Texas that has done such a poor job. Of course, now that this is my main machine, every day without it is a massive, massive inconvenience.

Can anyone offer me any solace or perspective? Am I sufferring from a rare hiccup in Apple's support program? Are the G4 keyboards flakey? Have I made a mistake in switching back?

And most importantly, why was there GLUE coming out. Please don't tell me these computers are glued together. I beg of you do not tell me that.

Ackthpthth.

fat elvis · 03-01-2005, 02:43 PM

glue on your laptop keyboard?!?!?! that doesn't strike me as something an Apple tech should use. I've worked on Apple laptops/computers for over 10-years and the only glue I can think of is either external, or between the heat sync and the processor (and that's not even regular glue...more like an "thermal adhesive"). If your keyboard was acting up they should have installed a new one for you. That requires a torx (or is it hex) srewdriver and perhaps a pen cap if you have fat fingers...nothing more.

I've been happy with Apple's support in the past, and have not had any problems with my keyboard (1.25 GHz Ai PowerBook), FWIW. If you live near an Apple Store I'd raise hell with Apple Care and see if you can get it replaced while you wait.

voldenuit · 03-01-2005, 02:53 PM

I'd complain to Apple in California directly and have them examine the way your repair was handled.

Glue used with a keyboard repair sounds a lot like a career limiting move for whoever did that.

If you can't spare your machine that long, have them send you another keyboard and replace it yourself. If those Texans didn't damage your machine, it is not that complicated.

And raising hell is definitely appropriate here, though you might want to avoid pointing out that Elvis told you so

.

fat elvis · 03-01-2005, 03:30 PM

yeah, doesn't even involve a screw driver now that I think about it.

VegasMac · 03-02-2005, 12:12 AM

I'd personally raise hell with Apple in Cuppertino, and in the meantime, bank $29 towards a new KB. So in the event that they send you a new one, you'll at least have a backup.

saint.duo · 03-02-2005, 02:20 AM

If memory serves, the 15" aluminum powerbook's keyboard is held down by a combination of screws and adhesive on the bottom of the keyboard, between the top case and the keyboard. It's a thin layer that comes attached to the bottom of the replacement keyboards. It's possible whoever installed the replacement didn't get it lined up properly when they put it in.

perlpimp · 03-07-2005, 09:33 PM

I have replaced keyboard once, Part under 'esc' and 'ctrl' keys is coming off. ever so slighly, making annoying 'towh' pop, and revibrating into my palms. really really annoying.

We'll see by weeks end should have the new keyboard ...

maybe will be better.
Is replacing keyboard yourself is a warranty voiding?

My friends envy is my Powerbook 15"

DeltaMac · 03-07-2005, 11:12 PM

I'll echo saint.duo
The keyboard on the 15" has an adhesive sheet (Not liquid glue, not likely enough to show as a glue residue anywhere) and tied down with about 13 tiny screws underneath the keyboard. The keyboard is not a simple couple of clips like an iBook keyboard. If you have the backlit keyboard, that also complicates assembly because the keyboard must be assembled carefully for the backlighting to work properly. Send this PB back for a proper repair. You can bet the repair center does not enjoy getting a 'fix it right this time' repair.

perlpimp · 03-09-2005, 11:53 PM

Quote:

Originally Posted by DeltaMac


	I'll echo saint.duo The keyboard on the 15" has an adhesive sheet (Not liquid glue, not likely enough to show as a glue residue anywhere) and tied down with about 13 tiny screws underneath the keyboard. The keyboard is not a simple couple of clips like an iBook keyboard. If you have the backlit keyboard, that also complicates assembly because the keyboard must be assembled carefully for the backlighting to work properly. Send this PB back for a proper repair. You can bet the repair center does not enjoy getting a 'fix it right this time' repair.

This is rather disconcerning, my keyboard 'unsticks' in the corner. Most people were successful using hard keyboards, like IBM think pads. But then again, apple never goes the well travelled route, sure there some merits to this.

kawliga · 03-10-2005, 04:09 PM

There is now more to this story... Instead of using the official Apple repair in Texas again (with whom I'm obviously not so pleased), Apple gave me the name of a tech here in my home town. He replaced my keyboard for the second time and gave me the old one. There was kind of gloppy adhesive all along the top row of keys (function keys) sufficient in volume to easily get smeared on the upper case at installation and, if you stuck you finger in it, get the fingerprint on the front case.

My keyboard now works like a champ, but get this: My local tech, in the process of fixing it, bent the aluminum on the lower case just above my DVD-Rom drive cutout. It's very minor but very obvious when you look at it, a deviation of several millimeters downward, with a correspondening mushing of the brushes together. I suppose I could live with it, but I am just not inclined to let them slide at this point. I paid good money for a brand-new PowerBook G4 and I believe I am entitled to a factory-condition machine. The good news is I have now been escalated to a guy who really seems committed to making this right. They also gave me some freebies as a way to compensate me for a problem that has now devoured HOURS of my life.

Question to all: Do they have to use a prying tool to open a PowerBook? It doesn't seem like something as sophisticated as a PB should require any prying or brute force at all in the disassembly.

Of course I didn't think it should require gloppy adhesive either, but I am learning a few things.

AGHGGHDACKK!SLTHTHP!!!

03-01-2005, 02:00 PM	#1
kawliga Major Leaguer Join Date: Dec 2004 Posts: 276	keyboard, warranty horror story--counsel needed I have just recently switched back to the Mac (PB G4, 15") after a 10 year exile to Win hell. I owned Mac Plus in high school and bought the very first Powerbook 140. So, returning to the fold was a big deal to me. When I got my Mac in November, I immediately noticed something funky about the top row of keys (function keys). They seemed "sticky" somehow. By March, the keyboard was clearly coming unattached at the top--the whole row would move whenever I pushed on any of them. I arranged for warranty service. They replaced my keyboard and shipped it back. However, the warranty work seems to have been very, very shoddy. 1) There was glue coming out near the esc and "`" key, from front case and layer below that. 2) The keys don't look straight. It's as if the whole keyboard was slightly warped. 3) The left shift key is intermittent. I can make it work, but I have to push at the extreme right side of the shift key to make it produce an uppercase letter. Apple's response was to tell me to send it back to them, to the same place in Texas that has done such a poor job. Of course, now that this is my main machine, every day without it is a massive, massive inconvenience. Can anyone offer me any solace or perspective? Am I sufferring from a rare hiccup in Apple's support program? Are the G4 keyboards flakey? Have I made a mistake in switching back? And most importantly, why was there GLUE coming out. Please don't tell me these computers are glued together. I beg of you do not tell me that. Ackthpthth.

03-01-2005, 02:43 PM	#2
fat elvis MVP Join Date: Oct 2003 Location: New York Posts: 1,506	glue on your laptop keyboard?!?!?! that doesn't strike me as something an Apple tech should use. I've worked on Apple laptops/computers for over 10-years and the only glue I can think of is either external, or between the heat sync and the processor (and that's not even regular glue...more like an "thermal adhesive"). If your keyboard was acting up they should have installed a new one for you. That requires a torx (or is it hex) srewdriver and perhaps a pen cap if you have fat fingers...nothing more. I've been happy with Apple's support in the past, and have not had any problems with my keyboard (1.25 GHz Ai PowerBook), FWIW. If you live near an Apple Store I'd raise hell with Apple Care and see if you can get it replaced while you wait. __________________ “If more police, more prisons and more prosecutors was a solution to safer streets, the United States and China would be the safest countries on the planet, and they’re not..." -Jane Sterk

03-01-2005, 02:53 PM	#3
voldenuit League Commissioner Join Date: Sep 2003 Location: Old Europe Posts: 5,146	I'd complain to Apple in California directly and have them examine the way your repair was handled. Glue used with a keyboard repair sounds a lot like a career limiting move for whoever did that. If you can't spare your machine that long, have them send you another keyboard and replace it yourself. If those Texans didn't damage your machine, it is not that complicated. And raising hell is definitely appropriate here, though you might want to avoid pointing out that Elvis told you so . Last edited by voldenuit; 03-01-2005 at 04:55 PM. Reason: typo

03-01-2005, 03:30 PM	#4
fat elvis MVP Join Date: Oct 2003 Location: New York Posts: 1,506	yeah, doesn't even involve a screw driver now that I think about it. __________________ “If more police, more prisons and more prosecutors was a solution to safer streets, the United States and China would be the safest countries on the planet, and they’re not..." -Jane Sterk

03-02-2005, 12:12 AM	#5
VegasMac Triple-A Player Join Date: Sep 2004 Location: Las Vegas Posts: 107	I'd personally raise hell with Apple in Cuppertino, and in the meantime, bank $29 towards a new KB. So in the event that they send you a new one, you'll at least have a backup. __________________ VegasMac -out

03-02-2005, 02:20 AM	#6
saint.duo MVP Join Date: Jan 2002 Location: Seattle Posts: 1,084	If memory serves, the 15" aluminum powerbook's keyboard is held down by a combination of screws and adhesive on the bottom of the keyboard, between the top case and the keyboard. It's a thin layer that comes attached to the bottom of the replacement keyboards. It's possible whoever installed the replacement didn't get it lined up properly when they put it in.

03-07-2005, 09:33 PM	#7
perlpimp Prospect Join Date: Mar 2005 Posts: 2	Same here I have replaced keyboard once, Part under 'esc' and 'ctrl' keys is coming off. ever so slighly, making annoying 'towh' pop, and revibrating into my palms. really really annoying. We'll see by weeks end should have the new keyboard ... maybe will be better. Is replacing keyboard yourself is a warranty voiding? My friends envy is my Powerbook 15"

03-07-2005, 11:12 PM	#8
DeltaMac League Commissioner Join Date: Jan 2002 Posts: 8,531	I'll echo saint.duo The keyboard on the 15" has an adhesive sheet (Not liquid glue, not likely enough to show as a glue residue anywhere) and tied down with about 13 tiny screws underneath the keyboard. The keyboard is not a simple couple of clips like an iBook keyboard. If you have the backlit keyboard, that also complicates assembly because the keyboard must be assembled carefully for the backlighting to work properly. Send this PB back for a proper repair. You can bet the repair center does not enjoy getting a 'fix it right this time' repair.

03-10-2005, 04:09 PM	#10
kawliga Major Leaguer Join Date: Dec 2004 Posts: 276	There is now more to this story... Instead of using the official Apple repair in Texas again (with whom I'm obviously not so pleased), Apple gave me the name of a tech here in my home town. He replaced my keyboard for the second time and gave me the old one. There was kind of gloppy adhesive all along the top row of keys (function keys) sufficient in volume to easily get smeared on the upper case at installation and, if you stuck you finger in it, get the fingerprint on the front case. My keyboard now works like a champ, but get this: My local tech, in the process of fixing it, bent the aluminum on the lower case just above my DVD-Rom drive cutout. It's very minor but very obvious when you look at it, a deviation of several millimeters downward, with a correspondening mushing of the brushes together. I suppose I could live with it, but I am just not inclined to let them slide at this point. I paid good money for a brand-new PowerBook G4 and I believe I am entitled to a factory-condition machine. The good news is I have now been escalated to a guy who really seems committed to making this right. They also gave me some freebies as a way to compensate me for a problem that has now devoured HOURS of my life. Question to all: Do they have to use a prying tool to open a PowerBook? It doesn't seem like something as sophisticated as a PB should require any prying or brute force at all in the disassembly. Of course I didn't think it should require gloppy adhesive either, but I am learning a few things. AGHGGHDACKK!SLTHTHP!!!