Apple Macbook known fault

Nmob

10 months ago, so still in warranty, I bought what is called a Macbook 12 inch from John Lewis.  Similar to a Macbook Air.
The model used a new type of keyboard called "butterfly" and there is a known fault with this. My Mac "sticks" on some keys or doesn't register them at all.
Apple have a global Keyboard Repair program for this issue and want me to send it off and get it "repaired".
What are my rights? if the keyboard doesn't works, surely I am entitled to a replacement/ refund? or even store credit. 

Anyone had this issue/ fought Apple?

Geodark

From what I have heard from others its a replacement kb needed, and is common on that range - so a replacement unit could have the same problem. Why not send it off and get it fixed? if they give you a refund they dont have to refund the full price since you have had near on a years usage out of it.

Nmob

So a refund is not new for old? its proportionate?

Aylesbury_Duck

It is, yes.

Nmob

Aylesbury_Duck said:

It is, yes.

Thats really helpful. So I can fight for a refund amount that is less than purchase price and buy a better standard machine which is my preference anyway these small ones were flawed from the outset.

LilElvis

Nmob said:

Aylesbury_Duck said:

It is, yes.

Thats really helpful. So I can fight for a refund amount that is less than purchase price and buy a better standard machine which is my preference anyway these small ones were flawed from the outset.

Have you spoken to John Lewis, as that is who your contract is with? Apple only have to deal with you under the terms of their warranty. And no, you can't fight for a refund, partial or otherwise, as it is up to the seller (John Lewis) whether they wish to repair, replace or refund - it's their choice not yours.

DoaM

As above ... you can express a preference but ultimately the seller can provide an alternative remedy if the consumer's choice is disproportionately costly. (That's what the guidance notes for the old DSRs used to say - I think the same still applies for the CRA 2015)

mattyprice4004

The seller chooses the remedy - so if they have said they want to repair, that is their choice not yours.
You can tell them which you'd prefer, but they have a right to reject if it's disproportionately costly - which it would be, as a repair from Apple will cost them £0, but a refund would come out of their own pocket.

Have it repaired then sell it on eBay etc if you want rid. 

TadleyBaggie

Geodark said:

From what I have heard from others its a replacement kb needed, and is common on that range - so a replacement unit could have the same problem.

The Apple global program is supposed to replace keyboards with the new updated type (i.e. not the butterfly mechanism), so not likely to have the same issue.

mattyprice4004

randall6z said:

I've heard a lot of cases about this "butterfly" keyboard faults. Why don't they check it first, before releasing such important things like keyboard?

They do, to a massive degree - but you need to remember just how many of these are out there vs the number of failures. 
There's a lot of instances where a product is extensively tested, only to fail in service - to name a few: 
- Boeing 737MAX. Performed fine and passed all tests, then killed hundreds of people in service
- NVIDIA 8 series laptop (BGA) graphics chips. Fine for years, then a fault with the solder showed itself and they failed all over the place
- iPhone 6 batteries. Grand for the first few hundred cycles, then a problem with the chemistry caused abnormally large failure rates later in life
- Rover K Series engine. Performed thousands of hours on the dyno, but then failed in service fairly regularly 

It's just how products go - most are fine, but some are subject to different usage patterns than anticipated, or a small number have manufacturing defects that cause failure that testing wouldn't pick up. C'est la vie  

nyermen

TadleyBaggie said:

Geodark said:

From what I have heard from others its a replacement kb needed, and is common on that range - so a replacement unit could have the same problem.

The Apple global program is supposed to replace keyboards with the new updated type (i.e. not the butterfly mechanism), so not likely to have the same issue.

Apologies, I dont think this is quite right.   The fix is still the butterfly mechanism but I believe the new keyboard parts include a membrane that stops the issue.  The issue is the butterfly mechanism lets in dust and grime.  The replacement (and, right up to this spring's refresh, other devices such as the pro) all still use the butterfly. 

2020 they updated (some of?) their laptops to a new, non-butterfly mechanism.

Update: More info here https://www.macrumors.com/guide/butterfly-keyboard-issues/, including a picture of the membrane "fix".