If you’re returning a faulty Apple Easy Replacement Kit, I’ve just discovered a way to do it that I didn’t know existed: a doorstep replacement.
My magic keyboard with Touch ID yesterday showed two errors in a quick sequence. First, the LED on the caps-lock button failed, and then the Touch ID stopped working…
I first tried to troubleshoot Step # 1: Turn it off and on again. At first it healed – but then the same things happened later in the day. At that point, I contacted Apple for a replacement.
That part of the process wasn’t as easy as it could have been, because the keyboard didn’t appear on my list of Apple products. I used the link to add the missing product, and then I was able to find it and link it to my Apple ID. However, it still hasn’t appeared on the list, as Apple has categorized it as a “part of the MacBook Pro,” not as a standalone product. That meant I had to tell the call center the serial number before they could see it.
Apple also originally wanted me to return the faulty keyboard before sending the replacement. However, this is not my first rodeo and I simply asked for the opposite to be done. The way this works is to give authorization to your card for the full retail price and then release it when they get a faulty unit.
At that point, a support representative proactively offered me an option I had never heard of before. He said that if the new keyboard is delivered by UPS, I can ask them to wait in the doorway while I open the box, take out the keyboard and the return bag, put the old keyboard in the box, and then put it in the return bag. Then they would take him away immediately.
A small obstacle was that the representative had no way to guarantee that the UPS would be used. In the UK, the company uses two operators, and only UPS can do that. But he said he would try, and he was really successful.
The new keyboard arrived this morning, and the process went smoothly. It was literally two minutes between the delivery man handing over the package and me returning it with the old keyboard in it.
Of course, it would take more time to pack some Apple products, but the driver said there was no rush.
I’m not sure which countries and operators offer this option, but returning a defective Apple kit makes the experience much easier, so it’s definitely worth asking if it’s available.
Photo: Maarten van den Heuvel / Unsplash
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