i’ve had a macbook since high school. it was a huge gift from my parents that i treasured. it was already 6 years old and had the old adobe programs installed so i didn’t have to subscribe to their bullshit until that laptop died. it was my filmmaking hub all through hs and community college.

i saved up to buy a new one as a gift to myself for transferring to a four year and fucking loved that thing too.

two weeks ago a single key on my macbook stopped working. i bring it in to the store and they say it will cost almost $800 to replace the whole keyboard since the sensor in the key is messed up. i had pulled the keycap off to clean it with compressed air and see if i could fix it myself (as most fucking mechanical ones can be fixed that way). the whole experience has made me sad and angry that a device that meant so much to me, helped me write and produce some of my proudest work is now a typing nightmare and almost a grand to replace.

it’s the final straw in a serious of other annoying shit i’ve endured using their products that i can’t continue with this ecosystem.

finally time to learn linux on a PC

Looking for advice or visibility here because I've hit a complete brick wall with Apple's Support and AIG.

The Short Version: I paid my deductible for an approved AppleCare+ Theft & Loss claim almost 3 weeks ago. UPS lost the replacement package in transit. Now Apple, AIG, and UPS are locked in a bureaucratic finger-pointing loop, and Apple explicitly told me today I will just have to leave for my upcoming international travel without a device.

The Timeline of Incompetence:

• 3 Weeks Ago: Filed an AppleCare+ Theft & Loss claim, paid the deductible, and got it approved.
• Carrier Failure: UPS lost the package in transit. It never arrived at my house.
• The Vendor Gridlock:
  • UPS updated the tracking status to "Incomplete Documentation Received" and said AIG needs to submit paperwork.
  • Spent an hour with AIG; they claimed they "have no way to contact UPS."
  • Apple's Support refuses to issue an in-store pickup or a replacement shipment until an internal investigation completes (originally quoted 7-14 business days, which started 9 days ago).
• Yesterday: UPS officially marked the package as LOST. AIG confirmed that this status change is all that’s required to release a new device.
• Today's Development: Apple's Support just opened a new case file and sent an automated email resetting the investigation clock for another 7 - 10 business days, giving me a follow-up date of July 29th.
• The Hard Deadline: I am scheduled for international travel on July 27th. When I called Apple's Support today, the agent confirmed on the record that Apple's policy means I will simply have to travel abroad without a phone while they figure out their carrier mess.

Why This is Ridiculous:

Under standard consumer protection laws and Apple’s own terms, the risk of loss remains with the seller/shipper until the item is delivered to the customer’s door. I have fulfilled my end of the contract and paid my money. Forcing a paying customer to act as an unpaid logistics coordinator while holding my replacement hostage over an internal vendor dispute is insane.

I’ve already filed a BBB complaint and emailed Executive Relations ([email protected]), but with my travel date 5 days away, I’m running out of time.

Questions:

1. Has anyone successfully gotten a Store Manager at a flagship Apple Store to issue a Customer Satisfaction (CS) override for a stuck insurance claim?
2. Is there any other escalation path I’m missing before I’m forced to buy a backup phone out-of-pocket?