You bet I was in rage. I told everyone about it, and ranted on Twitter. I‘m a coder too, you know. But we have no Apple store in Austria, just certified partners, and they all were like „Uhm, we don’t dare try fix this.. we have to send it in. Or do you want a new keyboard? That would be €€€ and you have to leave your machine here with us for a couple days“. Since I have no portable backup machine, I decided to stick it out instead - I thought it might fix itself since it seemed to have to do with dirt beneath the edges. Patient? Yes. Forgiving? Not so much.
I am so happy that we live a 25 minute drive from an Apple store now. When I lived in the northern Netherlands, there was only an Apple dealer nearby. They were absolutely terrible. I once had a broken 'f' key, the laptop was still under warranty and they were blaming me that I broke the key by removing the key cap (which I didn't). They only repaired the laptop after a lot of arguing.
I had to use my warranty twice at an Apple Store and the experience was stellar. One time they repaired my phone within two hours. With a broken MacBook Pro, they just replaced it. No questions asked. I know that some people have bad experiences, but for me their support has been a lot better than that of Apple dealers and other vendors (looking at you Motorola/Lenovo).
